Exceptional customer service is at the heart of our mission to be the water company people want to be supplied by and want to work for.

We promise to deliver uncompromising customer service that is tailored to your needs. A member of the Institute of Customer Service (IOCS), we genuinely care about the service you receive, and are on a mission to deliver a '5 out of 5' service in everything we do.

Fairness and transparency

We aim to operate in an honest, transparent and professional way at all times. We do our best to ensure all of our actions and communications with you are easy to understand and in your interest.

In addition, we're always trying to improve our processes by surveying our customers, providing staff with additional training and working with organisations such as Citizens Advice to find out about the different needs of our customers.

Our charges

We work around the clock to ensure top quality water is delivered to your taps at fair prices. The average water bill for the year 1 April 2017 to 31 March 2018 is £206. These charges pay for the abstraction, treatment and supply of drinking water direct to your taps.

We work hard to ensure your bills remain affordable and believe that our average household water bill, which comes to 56p per day, remains excellent value for money. 

Handling complaints

Our commitment to our customers and on-going drive to deliver a '5 out of 5' service has led to a reduction in complaints by 30% over the past two years. Last year we also reduced the number of escalated complaints by 60%. 

Our key focus is the quality of service our agents deliver, which is why we're dedicated to providing ongoing coaching, training and feedback for our staff.


Helping our customers with additional needs

We are immensely proud to become the first water company to receive a coveted British Standards Institution (BSI) Certificate for providing a comprehensive service for identifying and responding to our vulnerable customers.

We know how important it is to provide an excellent and reliable service to all of our customers, and we recognise that some customers have additional needs that might make it more difficult for them than others.

As such, we've created a customer care team combining office and field based staff. The team works together and in partnership with other organisations and community groups, to identify and assist those who can make use of our services.

We provide a wide range of services to meet individual needs and ensure our employees are fully trained to deal sympathetically with a wide range of cases.

We also work with external agencies and support workers to identify those customers who would not otherwise seek assistance.

Customer Care Team Advisor Christine Vant chats to a visitor at the Pensioner's Advice Fair in Kent

Braille name cards – giving you extra piece of mind

We can all feel a little on edge when letting people we don’t know into our home. Here at South East Water, we want everyone to feel safe. That’s why we’ve started to trial giving ourmembers name cards complete with Braille.

The initiative is aimed at providing reassurance to our customers who are visually impaired, so they know our employees are who they say they are. It’s just one of the things we’re doing to make sure everyone is given a '5 out of 5' service.

Website accessibility

To make sure our website is easy to use and accessible for everyone, we've built it to WC3 standards and added a clever tool to assist those with additional needs or customers whose first language isn't English.

Simple and intuitive to use, 'Recite Me' includes audio playback functionality, dyslexia software, an interactive dictionary and a translation tool with up to 90 languages. It even has the ability to change the entire colour scheme, font size and style – with a bottom-heavy font for anyone with dyslexia.

To find out more about Recite Me click here. To access it, all you need to do is click on the blue button to the right of this page that says ‘Speak or translate me'.

Reward and recognition

As part of our drive for '5 out of 5', we have also introduced a number of staff initiatives to help our scores improve. These include a monthly team award for the best scoring team and a badge scheme where staff have the opportunity to receive up to five badges on their lanyard.

Customer Service Advisor Tracy Taylor proudly shows off her '5 out of 5' badge

Launch Recite Me web accessibility software

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