Responding to the publication of CCW’s Water Matters study Water UK Head of Policy Rob Wesley said:
“This report shows the determination of water companies to ensure customers receive the best possible service, even during the challenging circumstances of the last year, while also offering support to those most in need. We know there is more to do but it is great to see 9 out of 10 households say they are satisfied with the service they receive while 7 out of 10 feel their water company cares about providing a good service.
“The range and level of support for customers has never been greater, with more than 1 million households currently getting help to pay their bills, and that’s set to rise to 1.5 million. During the Covid-19 pandemic water companies proactively reached out to those in need of support resulting in more than 100,000 payment breaks given to customers. Companies aren’t complacent however and will always strive to do better, including working closely with CCW to ensure they are always reaching those customers most in need of support.”