Satisfaction with value for money of tap water reaches five-year high

29 Jun 2016 12:26 PM

A GROWING number of customers believe their water company is delivering value for money, with satisfaction levels now at a five-year high.

That’s according to the Consumer Council for Water’s (CCWater) annual ‘Water Matters’ survey, published today, which shows just over three-quarters of households in England and Wales believe their water company is providing value for money.

It suggests the industry is continuing to head in the right direction with satisfaction levels now five per cent higher than in 2011.

Leading the way are Dŵr Cymru Welsh Water and Yorkshire Water who have the most satisfied customers when it comes to the value for money of their tap water (82 per cent) and sewerage service (83 per cent).

Tony Smith, Chief Executive of the Consumer Council for Water, said: “It’s no coincidence that satisfaction levels have risen at the same time water companies have shown a greater commitment to listen to what their customers want.

“The signs are encouraging but the job is not done. Many customers who genuinely cannot afford their bills are missing out on assistance schemes which could ease the pressure on thousands of households. We’re working hard with the industry to change this.”

Five out of the ten water and sewerage companies in England and Wales – Wessex Water Anglian Water, Severn Trent Water, South West Water and United Utilities – have all seen a steady rise in satisfaction levels since 2011.

The study also found that customer satisfaction with the quality of tap water they receive (93 per cent) and sewerage services (91 per cent) remains very high.

Other findings include:

• One in eight water customers in England and Wales do not think their water bills are affordable.

• Households in Wales are significantly more satisfied than customers in England with the value for money and overall quality of their water and sewerage services.

• Customers believe water companies (73 per cent) care more about the quality of the service they provide than their energy suppliers (68 per cent).

• Households also have more trust in their water company than energy provider.

• Only one in five customers are aware they could be entitled to a rebate if none of the surface water drainage from their property runs into the public sewer.

• Only a third of homeowners are aware their sewerage company is responsible for resolving any problems with the shared sewerage pipes on their property.

Customers can see how their water company compares with others on value and service by visiting the ‘How’s my water company doing’ section of CCWater’s website at www.ccwater.org.uk

You can read the full Water Matters report here

For more information or to arrange an interview with a CCWater consumer expert please contact the press office on 0121 345 1005/1006

NOTES FOR EDITORS

• The Water Matters survey has been commissioned by CCWater since 2006 to assess customers’ changing views over time on water and sewerage services.

• A total of 5,964 telephone interviews were carried out with water and sewerage bill payers across England and Wales, between 24 September 2015 and 12 January 2016. At least 200 interviews were conducted with customers of each water and sewerage company and 150 with customers of each water-only company.