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Welsh Water’s performance ranks with the best in the industry


Dŵr Cymru Welsh Water today welcomed a report published by the independent consumer watchdog, Consumer Council for Water (CCWater), which examines the views of customers across Wales and England on their water and sewerage services.

The report shows that Welsh Water is still leading the water industry in Wales and England on a number of areas that matter most to customers. The company, which is unique in the utility sector as a non-shareholder business, scored a record 99% customer satisfaction rate with its water services and 96% with its sewerage services – higher than the industry average (93% and 91% respectively). The report also stated that:

  • customer trust in Welsh Water is the amongst the highest within the industry with a score of 8.06 out of 10, compared to the industry average of 7.73;
  • 82% of customers were satisfied with the value for money they were receiving for their water from Welsh Water compared to an industry average of 76% and 83% were satisfied for the value of money for their sewerage services compared to the industry average of 78%;
  • Awareness of vulnerable customer schemes were higher in Wales (13%) compared to England (8%).

The research comes as Welsh Water has kept bill increases below the rate of RPI inflation for the seventh year running – keeping it on course to be the only water company to deliver a decade of below RPI price increases by 2020. Welsh Water offers a variety of social tariffs including its ‘HelpU’ tariff which aims to help its most disadvantaged customers, as the average household incomes of customers are considerably lower than those of English water companies. Around 55,000 household customers already benefit from one of our sector leading social tariffs and our Customer Assistance Fund - more than any other company in the sector.

Chris Jones, Chief Executive at Welsh Water, said: “We welcome the findings in the report published today by the Consumer Council for Water. It demonstrates that our operating model continues to deliver real value for the benefit of our customers, the communities we serve and the environment on which we depend. The report has highlighted some of the challenges which we will need to address for instance increasing the awareness of the services we provide for vulnerable customers – although we’re leading the way in the industry with our HelpU tariff, we want to almost double the number of customers on this by 2020.

“With no shareholders, Welsh Water is a unique way to run a public utility, where all gains go to the customer through lower bills or increased investment. Our sole focus is to do the right thing for customers day in, day out and we will use the findings of this report to build on our success and inform our work as we continue to ensure that we provide the best possible service at the most affordable price.”

To view this report, visit the ‘Water Matters’ section of www.ccwater.org.uk

Notes to Editor

  • Welsh Water is unique in the water industry as it is owned on behalf of customers.
  • It does not have shareholders, and any financial surpluses are reinvested in the business for the benefit of customers.
  • Welsh Water is investing heavily and working hard to ensure top quality services to all the communities it serves. The company is investing £1.7 billion in its water and sewerage network between 2015 and 2020.
  • Welsh Water helps around 50,000 customers who struggle to pay their bills through various social tariffs. This will increase to 100,000 by 2020.
  • Customers wishing to find out more about our assistance tariffs should call us on 0800 052 0145.