Wessex leads as most firms recover some trust – but the average score falls

Wessex Water topped the customer trust ratings in 2024, according to the latest annual Water Matters survey from the Consumer Council for Water. The company scored 7.02 out of 10, up on its 2023 score of 6.53. Northumbrian Water came in second place with a score of 6.91.

In all, 11 water companies managed to increase the level of trust their customers had in them last year. But this was not enough to increase average trust levels. This slid to its lowest ever level of 6.28 out of 10, dragged down by deteriorating performance at eight companies. Thames Water was in bottom place with 5.12 out of 10, followed by South West Water at 5.42 out of 10.

There was also considerable regional variation in water company performance and customer satisfaction, albeit there was good progress across the board in some areas such as raising awareness of financial support packages.

Elsewhere, CCW highlighted a growing perception of unfairness over what people are being asked to pay for water services. 53% of households felt charges were fair, down 2% on last year. 65% of households were satisfied they receive value for money for their water service, down 4% to reach a new low.