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Catchment Management

Satisfaction with value for money of tap water reaches five year high

A growing number of customers believe their water company is delivering value for money, with satisfaction levels now at a five year high.

That’s according to the Consumer Council for Water’s (CCWater) annual ‘Water Matters’ survey, published today (28th June 2016) which shows over three quarters of households in England and Wales believe their water company is providing value for money.

It suggests the industry is continuing to head in the right direction, with satisfaction levels now five per cent higher than in 2011.

Leading the way are Dŵr Cymru Welsh Water and Yorkshire Water who have the most satisfied customers when it comes to the value of their tap water (82 per cent) and sewerage service (83 per cent).

Tony Smith, Chief Executive for 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.

“The signs are encouraging but the job is not done. Many customers who genuinely cannot afford their bills are missing out on assistance schemes which could ease the pressure on thousands of households. We’re working hard with the industry to change this.”

Five out of the ten water and sewerage companies in England and Wales – Wessex Water, Anglian Water, Severn Trent Water, South West Water and United Utilities – have all seen a steady rise in satisfaction levels since 2011.

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

Other findings include:

•    Customers believe water companies (73 per cent) care more about the quality of the service they provide than energy suppliers (68 per cent).
•    Households also have more trust in their water company than their energy provider.
•    Only one in five customers are aware they could be entitled to a rebate if none of the surface water drainage from their property runs into the public sewer.
•    Only a third of homeowners are aware their sewerage company is responsible for resolving any problems with the shared sewerage pipes on their property.

Customers can see how their water company compares with others on value and service by visiting the ‘How’s my water company doing’ section of CCWater’s website.

You can read the full Water Matters report here.

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