Households in Wales more satisfied with their water company than in England

Households in Wales are more likely to be satisfied with the service they get from their water company than customers in England, a new survey by the Consumer Council for Water (CCWater) has found.

CCWater’s annual Water Matters survey shows more customers in Wales are satisfied with the value for money of their water (78%) and sewerage (81%) services than households in England (73% and 76%).

The report also revealed that customers in Wales have higher levels of trust in their water company and are more satisfied with the services they receive from them, compared to England.

Tom Taylor, Wales Chair for the Consumer Council for Water (CCWater), said: “It’s very pleasing to see about eight out of ten customers in Wales are satisfied they are getting value for money. However, water companies cannot afford to be complacent and we will continue to press them to improve further.”

“Value for money is not just about lower bills. It’s about showing customers how their money is being spent to deliver reliable services and the improvements customers want.”

Across England and Wales as a whole, the water industry has slipped behind some other utilities, including energy (80%), on customer satisfaction with value for money.

CCWater will use the findings to press home the importance of water companies engaging with customers as they develop their business plans for the next Price Review in 2019.

Preparations for the next price-setting process are already gathering pace and CCWater will once again play a leading role in making sure companies produce price and service plans for 2020 to 2025 that reflect what customers want and can afford.

Customers can compare how their company has performed on satisfaction and value for money by visiting or the Discover Water website

You can read the full Water Matters 2016 report here



For more information or to arrange an interview please contact the press office on 0121 345 1005/1006


  • The Water Matters survey has been commissioned by CCWater since 2006 to assess customers’ changing views over time on water and sewerage services.
  • A total of 5,420 telephone interviews were carried out with water and sewerage bill payers across England and Wales, between 10 October 2016 and 15 January 2017. This included more than 550 customers in Wales. These were customers of Dŵr Cymru Welsh Water and Dee Valley Water.


Categories: News, Press Releases, Wales