Wessex Water is leading the way under Ofwat’s new measure for assessing customer service performance in the water industry.
Following three consecutive years of holding the top spot for water and sewerage companies under the old measure, Wessex Water has scored highest for the first quarter of the 2015-16 period.
The new method for measuring the service incentive mechanism (SIM) was put in place in April 2015 for Ofwat to get a more accurate understanding of the water companies’ customer service values. It includes shorter, simpler customer surveys to go out and no advanced warning to the companies as to when a SIM check will take place.
Over the last year, Wessex Water has introduced a number of initiatives that have further improved customer service.
These include a new look website which has a live chat facility, a dedicated customer care team who keep the customer informed regularly while work takes place and the improved systems to provide insight into the customer’s previous interactions with the company.
Its billing centre, Bristol Wessex Billing Services Limited (BWBSL), has launched an initiative called ‘Simplifying Life’ which looks to go the extra mile for customers going through a busy period such as moving house or having a child.
Director of regulation and customer services, Andy Pymer, said:
“At a time when customer expectation has never been higher, it is important the water industry, like other sectors, continues to raise the bar and provide high standards of customer service."
“We are pleased that we remain the best water and sewerage company for customer service and welcome the fact that the revised measurements represent more closely what customers think.”
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