Affordable bills

Worked Hard _016Our performance commitment

Our extensive customer engagement and research has consistently shown that a clear priority for the majority of our household customers is low, affordable bills.

There are two elements to achieving this outcome. The first is about how we review and control our costs, so that customers’ bills remain affordable.

The second is about engaging customers to take them beyond their water bill, so they consider their overall water supply service is value for money.

What we will do to keep bills as low as possible

We have set ourselves challenging efficiency targets on both our operating costs and investment programme to make sure customers’ bills are no higher than they need to be.

Our promise

We will measure our performance against this outcome by tracking and measuring customer satisfaction with the level of bills.

Our promiseCustomer satisfaction in 2013/14Customer satisfaction in 2019/20

Customers consider bills to be value for money and affordable

72% > 80%

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