We always strive to give our customers the best service possible, but we know we need to do more to both understand and resolve your supply issues even quicker and better still - prevent them from happening in the first place.
Our commitments to you
Providing you with wonderful water - always
We know just how precious water is to you and we never want you to be off supply. We’ve currently got enough water in our reservoirs to supply the 8 million people in our region and luckily, we haven’t had a hosepipe ban since the 1990s. But with an ever-growing population, changes in the weather and how we source our water - this all impacts our supply and demand balance. This means we have to plan ahead to make sure water is there when you need it, now and for the future.
From that first morning cuppa to that refreshing shower at the end of a hard day - water is truly wonderful and we want it to always be there when you need it. That's why it's our ambition to become the most water efficient region within the UK - and we'd love our customers to help us get there. We're doing lots of work to help our customers become more water efficient, we know if everyone of our customers can make a few simple changes in and around their home, it can make a huge difference overall to the conservation of water, having a positive impact on our regions environment.
Preventing sewer flooding in your home and business
Whilst water is wonderful, wastewater is something we never want our customers to have to deal with. Sewer floods can make a real mess of our homes and gardens - from waterlogged lawns to house flooding - it causes unwelcome disruption. That’s why we’re so passionate about stopping floods from happening and are constantly upgrading our pipes and working with our customers to keep everything flowing as it should. Our long-term aim is that no customer will be affected by serious sewer flooding inside or outside their properties.
Sewers can flood when the pipe is too small to cope with heavy rainfall. Changes in weather patterns mean in the future we could be seeing more severe storms and heavy rainfall, so we need to make sure we factor this into our sewer maintenance plans.
But believe it or not, most sewer flooding are caused by the wrong things being put down the drains or sewers, such as cooking fats and oils or sanitary products - causing blocked pipes. That's why we're so passionate about educating our customers on what not to put down their toilets and sinks. Our education team also visit schools all over our region to educate children and create the next generation of sewer savvy customers.
We're investing more in training our people and improving our processes. We'll also keep improving the information available about the range of services and tariffs we provide, so that you know how to choose the best options for you.
Alongside this, we will strengthen our contact channels and communications to keep up with our customers growing expectations. With modern day busy lifestyles and the growth of online communication, especially on social media, our customers’ want communication with us to be convenient, speedy and straightforward and that's exactly what they should expect from a utility provider - that's why we're striving to be the best in our industry.
Alongside our household customers, we also want to provide great customer service for our businesses, making it easy for our business customers to deal with us, regardless of their size, sector or spend.