Customer performance statement

We want to provide high standards of customer service and support to every customer. Our goal is to provide a smooth, hassle-free experience that minimises the need for you to contact us. But if something does go wrong, we’re here to resolve any issues quickly and effectively. 

Every year, we publish a customer performance statement. The statement summarises our 2025 to 2026 principles to improve customer experience through:

• Providing proactive communications
• Being easy to contact
• Providing appropriate support when things go wrong
• Continuously improving through lessons learned 
• Understanding our customers' needs and providing appropriate support
• Helping customers struggling to pay their bills

The statement also covers our plans for 2026 to 2027. The principles are measured against Ofwat’s principles of customer care.