Welsh water customers ‘more satisfied’ than English: CCWater

Households in Wales are “significantly” more satisfied than customers in England with both the value for money and overall quality of their water and sewerage services, according to the Consumer Council for Water (CCWater).

Research by the group found that 78 per cent of customers in Wales are likely to agree that water companies care about the service they provide, compared with 72 per cent of customers in England. However, there is a five-year upward trend for both countries.

Levels of trust are also significantly higher in Wales than England (8.07 out of 10 compared with 7.73 respectively).

In 2015, satisfaction with value for money of water services was significantly higher in Wales, due to a rise in satisfaction amongst Welsh customers from 76 per cent in 2014 to 82 per cent in 2015.

The same was true for sewerage services, with satisfaction in Wales significantly higher than in England due to a notable rise of 7 per cent in the satisfaction levels of Welsh customers.

Overall, a growing number of customers in England and Wales believe their water company is delivering value for money, with satisfaction levels 5 per cent higher than in 2011.

Top of the table are Welsh Water and Yorkshire Water, who have the most satisfied customers when it comes to the value for money of their tap water (82 per cent) and sewerage service (83 per cent).

CCWater chief executive Tony Smith said: “It’s no coincidence that satisfaction levels have risen at the same time water companies have shown a greater commitment to listen to what their customers want.

“The signs are encouraging but the job is not done. Many customers who genuinely cannot afford their bills are missing out on assistance schemes which could ease the pressure on thousands of households. We’re working hard with the industry to change this.”

Satisfaction summary 2015

Source: Consumer Council for Water