“Thank you for voting us number one!”

18 September 2019


Anglian Water thanks customers as regulator ranks it top for service.


Anglian Water is saying a huge thank you to its customers after they voted the water company number one for service for 2018/2019.


Water industry regulator Ofwat has today published the industry league table for customer service over the last year. Based on feedback from its customers, Anglian Water ranked highest, with an overall score of 90 out of 100. The industry average was 84.4.


Taking top spot means the company has also secured the number one position for service over the last four years since Ofwat updated the Service Incentive Mechanism (SIM) as part of the water industry’s current business planning cycle.


SIM is designed to compare water company customer service across the country. It uses customer surveys alongside measuring how many complaints and phone calls the company has received to assess if it is working well for customers in areas such as efficiently managing their accounts, ease of making bill payments, as well as resolving operational problems.


The company has also been recognised by water watchdog, the Consumer Council for Water (CCW) for being the best at resolving customer issues quickly and receiving less written complaints than other water companies.


Ian Rule, Director of Customer and Wholesale Services at Anglian Water said: “We’re thrilled to land the top spot for service.


“I’d like to say thanks to both the customers whose feedback means we’re number one, and the teams who work tirelessly, all day every day, to look after the six million people that we serve. We take great pride in our work, and it’s so rewarding for all of us to see that pay off.


“We put customers at the heart of everything we do - it’s the only way to achieve this sort of result.


“This result is proof that the commitments we’ve made to always take account of the communities we serve and the environment we protect when we make decisions is more than just warm words. It’s translated into action every day, and it is clearly being appreciated by our customers.


“We know we must keep improving though, which is why customer service is a big area of investment for us. For instance, we’ve developed teams whose sole job it is to keep customers up to speed with where their job is, we’ve a dedicated digital team looking after customers on social media, and we’re investing in new telephone and messaging systems. But without our customer care colleagues, we wouldn’t be where we are.”


Anglian Water delivers water to the largest geographic area of the UK, and the population in the East of England has grown by 20% in the last 20 years. Anglian continue to provide a first-class water and waste water service to over 6 million customers providing over 1.3 billion litres every single day.