Three out of four customers say tap and sewerage services are good value

More than three quarters of water customers in England and Wales consider their tap water and sewerage services are value for money according to the findings from a recent survey by consumer champion CC Water.

The satisfaction levels recorded in CC Water’s Water Matters survey was a five yea high, the consumer representative said.

Dŵr Cymru Welsh Water and Yorkshire Water jointly led the pack with the most satisfied customers on the value for money of their tap water, at 82%, and their sewerage service at 83%.

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.” But he called for more from the companies in their efforts to assist poor customers:

“Many customers who genuinely cannot afford their bills are missing out on assistance schemes which could ease the pressure on thousands of households.”

The report showed that customer satisfaction at five water and sewerage companies in England and Wales – Wessex Water, Anglian Water, Severn Trent Water, South West Water and United Utilities – had risen steadily since 2011.

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

Other findings included:

households in Wales were significantly more satisfied than customers in England with the value for money and overall quality of their water and sewerage services;

one in eight water customers in England and Wales did not think their water bills were affordable.

customers believed that water companies (73%) cared more about the quality of their service than their energy suppliers (68%);

households have more trust in their water company than their energy provider;

only one in five customers were aware they could be entitled to a rebate if none of the surface water drainage from their property ran into the public sewer; and

two thirds of homeowners were unaware their sewerage company was responsible for resolving problems with the shared sewerage pipes on their property.

You can read the full Water Matters report here