The latest Ofwat Annual Customer and Developer Measure of Experience Report 2025, delivered by BMG Research, provides a comprehensive view of customer and developer experiences across the England and Wales water sector, identifying the top performers and where challenges...

UK water utilities face potential fines of up to 10% their annual turnover if their customer experience strategies fall flat, warns Phil Smith, CEO at QPC Group. The water industry continues to struggle to meet the performance commitments it made...

Londoners struggling with the cost of living will have their water bills cut automatically under a partnership led by Thames Water. The company has teamed up with 17 borough councils and a data analytics company for the scheme - the...

Are customers ready to ditch the full flush? Recent tests by Affinity Water and Scottish Water seem to think so. Toilet flushing accounts for a huge volume of clean water usage in the UK, with an average volume of 7.5...

By Richard Gregory, Senior Sales Executive, Odigo How can we deliver quick customer service wins to keep everyone happy? Richard Gregory, Senior Sales Executive at Odigo, explains. Recent media scrutiny of sewage leaks and Ofwat penalties, coupled with a drop in...

The personal touch is crucial for consumers, says Alan Newman, Enterprise Manager, Utilities, Quadient. The ongoing cost-of-living crisis has put more pressure on companies to improve customer experience as consumers are more conscious of where they spend money. Water companies face...

Increasing diversity and inclusion across the water sector has the potential to improve innovation, customer service, and contribute to the diversity of thought needed to overcome key challenges, writes Lila Thompson, chief executive of British Water. Research and advisory experts...

By Lila Thompson  Chief Executive, British Water In the ever-evolving landscape of customer expectations, the water sector stands at a critical juncture, and collaboration illuminates the way to enhanced customer satisfaction and a strengthened water industry, writes Lila Thomspon, chief...

By Nicola Williams  Partner at Eversheds Sutherland Do customer voices in the boardroom improve ESG reporting and how can water company Boards remain engaged? Nicola Williams, Partner and regulatory lawyer in the Energy and Natural Resources team at Eversheds Sutherland,...

Two water utilities have achieved certification to the new Inclusive Service Kitemark. Anglian Water Services Limited and South East Water are among nine companies to be recognised by BSI for providing an inclusive and flexible service that benefits all consumers,...

Water companies are under a tidal wave of pressure to innovate. The already looming challenges of population growth, net zero targets, water scarcity and deteriorating asset health were further compounded by the global pandemic that saw demand for water...

Wessex Water has once again retained its Customer Service Excellence (CSE) quality mark from the world-leading independent inspectorate SGS. The water company became the first of its kind to achieve this coveted award back in 1996 and is currently one...

Most people in the UK take for granted a plentiful supply of clean water. However, with estimations that demand for water in England will exceed supply by between 1.1 billion and 3.1 billion litres per day by the 2050s1...

Since the Consumer Council for Water (CCW) and Ofwat published a joint report in November on complaints practices within the sector in England and Wales, there has been a real focus on complaints management, and water companies have been...

Twice a year, we publish the nation’s barometer of service satisfaction – the UK Customer Satisfaction Index. It is the most in-depth cross-sector measurement of customer service in the UK, with 10,000 consumers rating 45,000 service experiences across over...