Bills and accounts

0345 600 3 600

Monday to Friday, 8am to 6pm.                                           
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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)
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  • Customer service

    You are at the heart of our business - we supply 1.3 million people with water and treat and take away sewage from 2.7 million customers living in our region.

    You rate the service you receive from us very highly - once again we were the top scoring water and sewerage company according to the regulator Ofwat’s service incentive mechanism (SIM).

    The SIM includes a quantitative measured based on the number of complaints and unwanted contacts a company receives as well as qualitative information from consumer experience surveys.

    We continue to look at ways to improve the service we offer you and have improved how we do things. This has included:

    • keeping you better informed during operational incidents with greater use of text messaging
    • expanding the team who call you after we have completed work to check the problem is resolved to your satisfaction
    • introducing more self-service elements on our website including Live Chat and a frequently asked question agent to help you self diagnose problems
    • being the first utility to sign up to the Keep Me Posted campaign through which we promise to offer choice in the way you communicate and interact with us.

    We have introduced these initiatives while retaining the personal telephone answering service which we know is valued by so many of you.

    Our continuing focus on improving the service we provide has resulted in:

    • a 16% fall in the number of complaints in 2013/14 - the fewest of any water and sewerage company
    • us retaining our government Customer Service Excellence award for our approach to customer services
    • you benefiting from the best overall package of customer guarantees in the water industry.
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