How we treat you as a customer and the prices we charge for our services are defined and monitored by the Water Services Regulation Authority (WSRA) or Ofwat as it’s more commonly known. Ofwat sets prices at the beginning of a five-year cycle called Asset Management Plan (AMP) periods and prices are based upon submissions from companies detailing how much it will cost to deliver their business plans.
Each year, every water company sends Ofwat a detailed breakdown of its performance in a document called the Annual Performance Report. This is then used to monitor and compare companies' performances.
New for April 2020
Ofwat's new customer measure of experience (C-MeX) is currently being road-tested and we will start to be measured against it from April 2020. C-MeX, which replaces the Service Incentive Mechanism (SIM), will not only measure the views of customers who call us but will also incorporate a survey of a random set of customers, to understand satisfaction of those who have not had any recent contact with us. You can find out more here.