Watchdogs find trust and satisfaction in water companies have taken another dive

The latest wave of Customer Spotlight research from Ofwat and the Consumer Council for Water (CCW) showed a deteriorating picture of sentiment towards the sector.

Compared to the first wave in 2021, a nationally representative Savanta survey of 2,399 adults in December 2023 found: 

• Only 23% said they trust their water provider to do what is right for the environment, down from 31%.

• 21% believe their water provider acts in interests of the environment, down from 27%.

• Satisfaction with the quality of water services dropped to 58% from 65%.

• Satisfaction with wastewater and drainage services fell to 49% from 56%.

Lynn Parker, senior director for casework, enforcement and customers at Ofwat blamed companies for the declining satisfaction and trust. She said: “This breakdown in public confidence is of the companies’ own making, reflecting their own short falls in performance.”

But she added: "However, we are now beginning to see the water industry respond in a meaningful way to the challenges we and the Government have set. The water companies have produced plans that will provide an additional £100bn of expenditure to reduce pollution, improve biodiversity, and deliver better customer service. We are currently examining these plans to make sure they maximise the environmental benefits and deliver value for money for customers.”

Jenny Suggate, director of policy, research and campaigns at CCW, said: “Customers’ diminishing trust in water companies is not going to be reversed until people begin to see and feel a marked improvement in both the service they receive and the state of the environment. There is a growing perception that the water industry cares more about profit than the service it provides. One way more companies could help change that view is by using some of their own money to bolster support for those struggling with their water bills.”