Thames Water will prioritise asset upgrades and network maintenance during the next two years as it admits customer service performance will remain below the rest of the sector this year. The company said it did not expect to improve its position of 17th out of 17 water companies for customer experience, as measured by Ofwat’s C-Mex scores, for the remainder of the current asset management period (AMP7) to 2025. During that time, Thames said it will prioritise investment into making its assets more resilient, with a view to driving longer term improvements in customer satisfaction.
Thames prioritises asset upgrades over short term customer service gains
