How is my water company performing?

We have assessed how well water companies are delivering in a number of areas that matter the most to customers. We have used previously published information on customer views, complaint numbers and operational performance to show companies’ overall performance for 2018-19 in an easy to use table.

Every area of performance has been assessed and graded and then companies have been given an overall ranking to show their performance.

Good
Above average
Below average
Poor

Water only companies

RankCompanyWater serviceValue for money - WaterLong-term water supplyBills are fairAffordabilityLikely to recommendAwareness of additional servicesTrustComplaintsUnwanted contactsLeakageSupply interruptions
1BournemouthGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGood
2HartlepoolGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averagePoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGood
3PortsmouthGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGood
4CambridgeGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow average
5South StaffsGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodGoodGoodGoodGoodPoorPoorPoorPoorGoodGoodGoodGood
6BristolGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodPoorPoorPoorPoor
7South EastGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodGoodGoodGoodGoodBelow averageBelow averageBelow averageBelow average
8Essex and SuffolkGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorBelow averageBelow averageBelow averageBelow averageGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove average
9SES WaterGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodPoorPoorPoorPoorGoodGoodGoodGoodPoorPoorPoorPoor
10AffinityGoodGoodGoodGoodBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodBelow averageBelow averageBelow averageBelow averagePoorPoorPoorPoorBelow averageBelow averageBelow averageBelow average

Water and Sewerage companies

RankCompanyWater serviceSewerage serviceValue for money - WaterValue for money - SewerageLong-term water supplyBills are fairAffordabilityLikely to recommendAwareness of additional servicesTrustComplaintsUnwanted contactsLeakageInternal sewer floodingExternal sewer floodingSupply interruptions
1NorthumbrianGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averagePoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove average
2WessexGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageGoodGoodGoodGoodBelow averageBelow averageBelow averageBelow averageGoodGoodGoodGood
3Dwr CymruGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageGoodGoodGoodGoodBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averagePoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoor
4YorkshireGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorBelow averageBelow averageBelow averageBelow average
5AnglianGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageGoodGoodGoodGoodGoodGoodGoodGoodGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove average
6Severn TrentGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoor
7Hafren DyfrdwyGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorBelow averageBelow averageBelow averageBelow averagePoorPoorPoorPoorGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoor
8United UtilitiesGoodGoodGoodGoodGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove average
9South WestGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorBelow averageBelow averageBelow averageBelow averagePoorPoorPoorPoorBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow average
10SouthernGoodGoodGoodGoodGoodGoodGoodGoodBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averagePoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averagePoorPoorPoorPoorAbove averageAbove averageAbove averageAbove average
11ThamesGoodGoodGoodGoodAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageAbove averageAbove averageAbove averageAbove averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averageBelow averagePoorPoorPoorPoorPoorPoorPoorPoorAbove averageAbove averageAbove averageAbove averagePoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorPoorGoodGoodGoodGoodPoorPoorPoorPoor
Download the full table

In 2018-19, companies generally did well in the overall satisfaction with the water and sewerage service that they provided.

There is still work for the industry as a whole to do to improve customers’ views on the fairness of bills, their likelihood to recommend their supplier and awareness of additional support services. Customers’ confidence in the long-term security of their water supply also shows room for improvement, particularly as those levels of confidence fell slightly, which we examine in more detail in our Water Matters Highlights report. Additionally, customers would benefit from companies looking to improve customer perceptions of value for money and trust. Many of these perceptions are linked, so if a company can improve one, customers’ perceptions in all areas may increase

We have been driving change in the sector through the insights that we have published through the following reports:

Companies’ performance in relation to complaints and the number of service disruptions that customers face is a mixed picture – those at the bottom of the table should look to learn from those at the top. Our reports on complaints and operational performance both outline good practice, so does our focused report on billing and charges complaints

Performance reports

Complaints handled by us

We report annually on the number of water company complaints we have handled over the year.

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Company Performance Report

Our reports on company performance and insights gained from the information we collect.

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Consumer Service Assessments

Consumer Service Assessments help press companies to improve their service and reduce complaints they receive from consumers.

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Satisfaction by Company

We compare customers views about the services they receive from their local water companies, and the value for money of services.

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Water Industry Complaints Report

We publish annualreports about written complaint handling in the water industry across England and Wales.

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Retail Market Performance

We also publish information to show how the retail market is performing for business customers.

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discover-water

Performance Scorecards

Regulators in telecoms, water, energy and banking have partnered to develope performance scorecards to show how each industry is performing on the level of service in key areas.

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discover-water

Discover Water

For more information and to find out how water companies in England & Wales are performing, visit Discover Water.

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