We’ll provide a wide choice of contact channels so you can reach us at a time that suits you, like 24/7 access to our online service portal My Business Stream, a customer service line (Monday to Friday, 9.00am - 5.00pm) enabling you to speak directly with our friendly experts, access to live webchat, and an out-of-hours emergency contact support service.
We’ll answer 95% of calls within 80 seconds or less, and if we can’t, you’ll have the option to request a same day call back.
We’ll always aim to resolve your enquiry at first point of contact but if your query is more complex and we need to liaise with external partners, our water experts will make sure you're aware of what’s happening and give you an expected timeline for resolution.
We’ll make sure that doing business with us is simple and easy
We’ll use our experience and expertise to help meet your water needs
We’ll provide a team of friendly UK-based water experts for you to speak to, who understand your local water needs and the UK water market.
We’ll continue to invest in water efficiency services, solutions and data analytics to deliver savings and provide every customer with access to reports and insights to help track water consumption and carbon use.
We’ll continue to advocate for UK water market improvements that deliver benefits to our customers through strong representation on industry forums and boards.
We’ll be a water utility partner you can trust
Using your feedback, we’ll continue to enhance our customer experience, consistently achieving more than 90% customer satisfaction and an excellent Trustpilot rating.
When customers experiencing financial difficulty get in touch, we’ll proactively offer help, supporting 90% of customers who fall into debt to get back into credit within 18 months.
We’ll work in partnership with our customers and never make assumptions about their business and water needs. We’ll actively listen to and engage with our customers, through regular customer surveys, focus groups and real-time feedback to understand how we can help and to continuously improve our services and solutions.
We’ll show you that we care
We’ll ensure we’re well placed to help any customer requiring additional support or in a vulnerable situation. We’ll invest in our people, our processes and our partnerships and track our progress against externally verified best practice standards.
We’ll take the time to understand our customers’ needs, ensuring our service, propositions and communications are inclusive and accessible for everyone, like providing braille bills and communications, a fully accessible website and customer service expertise in at least five languages.
We care about the environment and supporting our local communities. We’ll continue to reduce our emissions to meet our 2030 net zero target and we’ll provide over 1,000 volunteering hours per year to support community-led projects across the UK.
