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  • by Karma Loveday

Wessex, Northumbrian and Portsmouth lead on customer experience

Ofwat called the 2021-22 C-MeX results “a cause for concern” as it reported all water and wastewater companies except for South Staffs had seen a drop in their household customer experience scores.

Nonetheless last year’s best performers remained on top: Wessex in first place, Northumbrian second and Portsmouth third. Thames Water and Southern Water were again at the bottom of the table.

The top performers on D-MeX, which measures the experience provided for developer customers, were Hafren Dyfrdwy, Severn Trent Water and Portsmouth Water. Yorkshire Water, SES Water and Southern Water were at the bottom.

Commenting on the fall in performance, Ofwat chief executive David Black said: “This is not good enough and we expect companies to take action to address this. Those at the bottom of the leaderboard will pay back significant amounts to customers to reflect their poor service.”

Financial payments for C-MeX and D-MeX will be announced within the draft, in-period determinations which are due to be published in the coming weeks.

See the full ranking,


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