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Water supply and sewerage

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Monday to Friday, 8am to 6pm (emergencies only at other times)
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  • Customers and communities

    Working with others 540

    For us to operate sustainably we need to:

    • provide the highest standards of customer service
    • have relationships with all stakeholders that are responsible, clear and cooperative
    • have governance and policies that lead sustainability.

    Customer service

    Excellent customer service is fundamental to the success of our business and we aim for the highest levels of customer satisfaction including the best overall package of customer guarantees in the industry.

    In the past year we:

    • were the top scoring water and sewerage company on Ofwat’s service incentive mechanism, SIM
    • retained our government Customer Service Excellence award for our approach to customer services
    • have improved our speed of response with more texting messaging and outbound calling to keep customers better informed during operational incidents
    • introduced more self-service opportunities for customers including live chat while retaining personal telephone answering
    • have added a smart agent water quality adviser to our website to help customers self diagnose problems
    • were the first utility to sign up to the Keep Me Posted campaign through which we promise to offer choice in the way customers communicate and interact with us.

    Complaints fell again, this time by 16%, and we resolved more complaints first time with a 10% reduction in escalated complaints.

    Community investment

    We support many charities working in our region and through our Watermark scheme make a number of donations to various individuals and groups working on environmental projects.

    For its 20th anniversary we launched the Sustainable Watermark, providing grants of up to £2,000 to groups working on water saving projects in community halls, schools or other community buildings.

    Our extensive free education service involves our three education advisers delivering lessons to around 16,000 children annually, either within their school, college or community group or at one of our nine education centres across our region.

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