Consumer watchdog assessment shows mixed performance

Water companies did uniformly well on customer satisfaction with overall service in CCW’s latest Water Mark survey, which tracked performance in 2022-23 using information taken from customers' views, complaints and operational performance. All were graded "good’"except Thames, Southern, South West and South East who were rated "above average".

The industry scored most poorly on awareness of additional services, followed by ‘bills are fair’ where all firms were deemed "below average".

On other metrics, company performance was mixed, (see table)