Customer satisfaction - complaints from customers

Written complaints by customers to water companies have fallen in recent years – down by over a third in the last five years, although not by much in the last year. But companies know they still face a tough challenge to improve their services and customers’ overall satisfaction even further.



How do we measure up?

In 2015-16 we received 21.9 written complaints per 10,000 customers.

The level of written complaints received from our customers has reduced again in 2015-16 with a 38 per cent improvement compared to the prior year and a 66 per cent reduction over a two year period. This was the best improvement seen within the industry.

We are now performing better than the industry average and are in 8th place compared to other water companies and continue to focus on reducing this number further. 

Top tip!

If you have a problem with your water service there are a number of ways to contact us including using our Live Chat or social media options. You can find us on Twitter and Facebook at @sewateruk