Levels of service for the water industry in England and Wales 2006-07 report

This site uses the UK Government AccessKeys system	Protecting consumers, promoting value and safeguarding the future Skip Menus
	What's new \| Publications \| Media centre \| Price review \| FAQs Update alerts \| Consumer issues \| Site map \| Competition \| Contact us


Advanced Search \| Help

Ofwat

Competition acquisitions, mergers, company structures

Consultation papers

Information asset register

Information notes

Investigations

Leaflets

Letters to Managing Directors

Letters to Regulatory Directors

Miscellaneous

Price reviews & interim determinations

Position papers

Regulatory accounting guidelines

Reporting requirements: company returns

Reports commissioned by Ofwat

Reports on water companies

Research papers

Submissions, responses, evidence

Speeches

Ofwat home > Publications > Reports on water companies

Levels of service for the water industry
in England and Wales 2006-07 report

November 2007

Each year, the regulated water and sewerage companies and water only companies in England and Wales provide us with information on their performance against various aspects of customer service. This report examines how each company performed during 2006-07. It also provides historical information to highlight industry trends.

In 2006-07, the headline developments were:

In general, the water industry has continued to deliver the high standards of service that consumers expect. This is the result of our regulatory pressure and the companies' actions.
We expect high standards to be maintained. Where a company's performance falls short, we take appropriate action.
Some customer service was not good enough. Customers of Severn Trent, Southern and South East suffered the worst service.
Some of this was caused by problems with new billing systems. We have expressed our concerns to all companies and expect them to plan such changes so that customers are not disrupted.
As a result of our investigations into guaranteed standards scheme (GSS) problems at Severn Trent, Southern and Thames, we asked each company to review how it delivers standards of service.
All companies responded well and made further improvements in their procedures. We believe that customers are even better protected than before from failures in standards. We will continue to check that each company is improving in this area.
We are now looking at how to develop our monitoring service to customers to make sure that companies improve the customer experience.

Levels of service for the water industry in England and Wales 2006-07 report
(PDF – 4Mb)

Supporting information
1. Customer service.
2. Water service.
3. Sewerage service.
4. Guaranteed standards scheme.
5. Information quality.
6. Descriptions of levels of service indicators.
7. The overall performance assessment (OPA).

We welcome your views on the format of this report. Please e-mail your comments to Louise Bickley, Explain Project Manager.

Disclaimer & Privacy Statement