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Reports on water companies
International comparisons - customer service levels This section compares a range of customer service indicators. These cover the levels of service provided by the water and sewerage network (using measures of low pressure, sewer flooding and water supply interruptions) and the experience of customers when they contact their water company (using measures of written complaints, telephone contacts and handling of billing contacts). Comparing levels of customer service reassures both the regulator and the customer that companies, in the absence of direct competition, provide an appropriate service. It also allows the regulator to ensure that efficiencies are not made at the expense of customer service. Customers of water and sewerage companies in England and Wales are entitled to minimum guaranteed standards of service, as laid down by the Government. We assess customer service against a number of indicators and publish comparisons each year. Last year, we published this information in our 'Levels of service for the water industry in England and Wales 2006-07' report. The Water Industry Commission for Scotland (WICS) collects data on the industry's performance against our customer service indicators. This data is included in Scottish Water's annual return and is used in yearly customer service reports. Most of the comparisons of customer service we make are with Scotland because of the similarity of the available data. Our partners in Canada and Portugal have also provided some comparable customer service data. We also use, where possible, customer service data from Australia.  |
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Customer service levels |
Network indicators - results for 2006–07
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Customer contact indicators - results for 2006–07
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