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 (pdf) and then companies have been given an overall ranking (pdf) to show their performance.
If you’re unsure who supplies your water, you can find out by entering your postcode on the Water UK website and see how they are performing below. You can also scroll across to see more.
Water only companies
Rank | Company | Water serviceIndicator info | Value for money - WaterIndicator info | Long-term water supplyIndicator info | Bills are fairIndicator info | AffordabilityIndicator info | Likely to recommendIndicator info | Awareness of additional servicesIndicator info | TrustIndicator info | ComplaintsIndicator info | Unwanted contactsIndicator info | LeakageIndicator info | Supply interruptionsIndicator info |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1 | Bournemouth | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood |
2 | Hartlepool | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood |
3 | Portsmouth | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood |
4 | Cambridge | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average |
5 | South Staffs | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | GoodGoodGoodGood | PoorPoorPoorPoor | GoodGoodGoodGood |
6 | Bristol | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | PoorPoorPoorPoor |
7 | South East | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | GoodGoodGoodGood | Below averageBelow averageBelow averageBelow average |
8 | Essex and Suffolk | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average |
9 | SES Water | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | PoorPoorPoorPoor | GoodGoodGoodGood | PoorPoorPoorPoor |
10 | Affinity | GoodGoodGoodGood | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | Below averageBelow averageBelow averageBelow average | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average |
Water and Sewerage companies
Rank | Company | Water serviceIndicator info | Sewerage serviceIndicator info | Value for money - WaterIndicator info | Value for money - SewerageIndicator info | Long-term water supplyIndicator info | Bills are fairIndicator info | AffordabilityIndicator info | Likely to recommendIndicator info | Awareness of additional servicesIndicator info | TrustIndicator info | ComplaintsIndicator info | Unwanted contactsIndicator info | LeakageIndicator info | Internal sewer floodingIndicator info | External sewer floodingIndicator info | Supply interruptionsIndicator info |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1 | Northumbrian | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average |
2 | Wessex | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | GoodGoodGoodGood | Below averageBelow averageBelow averageBelow average | GoodGoodGoodGood |
3 | Dwr Cymru | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | GoodGoodGoodGood | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor |
4 | Yorkshire | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | PoorPoorPoorPoor | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average |
5 | Anglian | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | GoodGoodGoodGood | GoodGoodGoodGood | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average |
6 | Severn Trent | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor |
7 | Hafren Dyfrdwy | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average | PoorPoorPoorPoor | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor |
8 | United Utilities | GoodGoodGoodGood | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average |
9 | South West | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average | PoorPoorPoorPoor | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average |
10 | Southern | GoodGoodGoodGood | GoodGoodGoodGood | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average |
11 | Thames | GoodGoodGoodGood | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Above averageAbove averageAbove averageAbove average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | Below averageBelow averageBelow averageBelow average | PoorPoorPoorPoor | PoorPoorPoorPoor | Above averageAbove averageAbove averageAbove average | PoorPoorPoorPoor | PoorPoorPoorPoor | PoorPoorPoorPoor | PoorPoorPoorPoor | GoodGoodGoodGood | PoorPoorPoorPoor |
Download the full Water Mark table (pdf)
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 (pdf). 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 (pdf)
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.
Find out more about Complaints handled by usCompany Performance Report
Our reports on company performance and insights gained from the information we collect.
Find out more about Company Performance ReportConsumer Service Assessments
Consumer Service Assessments help press companies to improve their service and reduce complaints they receive from consumers.
Find out more about Consumer Service AssessmentsWater Industry Complaints Report
We publish annualreports about written complaint handling in the water industry across England and Wales.
Find out more about Water Industry Complaints ReportRetail Market Performance
We also publish information to show how the retail market is performing for business customers.
Find out more about Retail Market Performance
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.
Find out more about Performance Scorecards
Discover Water
For more information and to find out how water companies in England & Wales are performing, visit Discover Water.
Find out more about Discover Water