Delivering a great service to our customers is our number one priority.
Over the past four years, we’ve moved from 21st place to 7th in the Ofwat league table for customer satisfaction – great progress, but there’s still more to do.
We’ve been heading in the right direction over the past 12 months by making it even easier for our customers to get hold of us by, for example, improving our email service, and allowing customers to manage their water accounts online.
We’ve introduced a new customer feedback service called Rant n’ Rave, which lets people provide instant opinions about our service – positive or negative – so that we can respond quickly.
Employee training has been improved, with an on-going mentoring programme, to make sure every colleague who answers a phone, email, or web chat request is equipped to deliver a high quality service.
And as a significant number of customers continue to feel the financial pinch, we’ve expanded our range of financial support services, so that our water bills don’t lead to sleepless nights.
We’re still a work in progress – but we’re making bigger and better strides every year – and the feedback from customers tells us these efforts are not going unnoticed.
If you would like to send us a comment about this report, please email our Head of Sustainability, Chris Matthews