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.

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:

• Water for All – Affordability and vulnerability in the water sector (2018-19)
• TimeToChange – Improving consumers’ perceptions of value for money and fairness of water bills
• Under pressure: The gap between performance and perceptions
• Water Matters Highlights Report 2017

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