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Response to The Consumer Council for Water’s Water Matters survey

Responding to The Consumer Council for Water’s annual Water Matters survey (published today Thursday July 11 2019), Water UK Chief Executive Michael Roberts said:

“As always, the report provides valuable feedback on what customers think about their water and sewerage services.

“It looks like there’s still more work to be done on persuading customers about the fairness of bills, but average bills are roughly the same as they were 20 years ago in real terms and, on current plans, by 2025 there will have been a decade in real terms reductions. The report confirms that customers’ trust has increased significantly since 2011, and satisfaction with both water and sewerage services remains very high.

“It’s also reassuring to see the report explain that customers are more satisfied with their water provider than any other similar utility, and that perhaps explains why only 3% of customers who contacted water companies did so to make a complaint.”