One in five households struggling to pay water bills

More households are struggling to pay their water bills compared with a year ago, according to the Consumer Council for Water’s (CCWater) annual survey on customer satisfaction.

The survey found that one in five customers thought their water bills were not affordable in 2013, which is an increase from one in eight customers the year before.

However, CCWater says there have been recent positive signs that companies have listened to their customers, after Ofwat accepted South West Water and Affinity’s proposals to further reduce bills by 7 per cent and 11 per cent respectively last week.

Welsh Water also proposed further reductions to bills in it revised business plan submitted to Ofwat on Friday.

A final decision on what all water companies can charge over the next five years will be made by Ofwat in December.

Tony Smith, chief executive of CCWater, said: “Our research shows why our challenge to water companies to deliver proposals for the next five years that are affordable and acceptable to customers is so crucial.

“Many water companies have listened and are on track to deliver plans for the future which should begin to address these concerns. Others still have more work to do if they are to turn the tide of customers’ views on affordable bills and satisfaction with value for money.”

CCWater is concerned that while companies are improving service levels, there is a much lower satisfaction with value for money.

Overall, more than 87 per cent of customers say they are satisfied with the services but less than three quarters (69-71 per cent) consider the services are value for money.

Of the ten water and sewerage companies, Severn Trent and Welsh Water had the highest amount of customers satisfied with their overall sewerage service at 92 and 91 per cent respectively.

Customers at Welsh Water and Northumbrian considered they got the best value for money 83 and 80 per cent respectively. Thames and South West Water came bottom for value for money.

The survey, which was based on interviews with 5,805 customers, also revealed a seven per cent decline in the number of customers who think their water and sewerage charges are fair – down from 60 per cent to 54 since last year.

In addition, about six in ten water customers who don’t have a water meter would apply for one under the 12 month trial scheme if they discovered it would save them money.