Increasing customer trust
Serving customers and meeting their needs is at the heart of everything the water industry does.
Water companies provide a public service to customers that is essential for health, for maintaining a modern standard of living and for supporting local economies.
Water UK is engaging with companies and regulators to ensure customers receive high quality tap water at a reasonable price.
Companies involve customers at an early stage when they plan services, to meet their priorities now and for the future.
If you are a customer looking for advice, take at look at our consumers section, or speak to your local water services provider.
Increasing trust and confidence
Water UK has worked with companies to make it even easier for customers to find out more about how their company is performing in comparison to others. Water UK and our members believe that transparency and openness with consumers is important and has brought together performance information on the sector for the first time at DiscoverWater.co.uk.
Affordability and debt
Water companies know that some customers are having trouble paying their water bills, along with other household bills. If customers find themselves in this situation, they should contact their water company as it will have a range of potential help available.
Although water bills comprise less than 1% of household expenditure, water companies continue to help all hard-pressed UK households by charging stable and affordable prices. Over the next five years, companies will be providing greater support than ever, more than doubling the number of people who benefit from financial support to an estimated 1.8 million by 2020. To find out more about Water UK's stance on affordability, click here.
Water companies have continued to invest in better services for customers since privatisation. Thanks to this, complaints are falling and customer satisfaction levels remain high.
However, Water UK is working with the sector to do better as we improve an industry that runs in the best interests of its customers.
The Water Redress Scheme (WATRS) has been established in England and Wales for those customers with a complaint that has not been resolved by their water company, or after intervention from the Consumer Council for Water. Click here for more information on WATRS.
Water UK supports the approach to customer engagement in the 2014 Price Review (PR14), which introduced Customer Challenge Groups. We also work closely with a range of consumer representatives, including the Consumer Council for Water - the statutory consumer body for the water sector, Citizens Advice and Consumer Focus.