Water Mark contains information on customers’ views, complaints data and operational performance (excel). To show how well each company has performed, each area has been compared and graded based on our methodology.
Overall service
Customers were asked, ‘Taking into account your overall experience of water, sewerage and customer services, (where applicable) how satisfied or dissatisfied are you?’ Rating based on a five-year rolling average.
Companies should focus on creating and maintaining a customer Customer Centric Culture and understanding the needs and expectations of their customers – especially when things go wrong.
Following our recommendations to government to improve the Guaranteed Standards Scheme they have now put in place enhanced protections for customers in England. The Welsh Government are also currently considering improvements to the scheme in Wales.
Value for money
Customers were asked, ‘Thinking now about value for money, how satisfied or dissatisfied with the value for money of the water and/or sewerage services in your area.’ Rating based on a five-year rolling average.
Customers will find more value in the services they receive if the companies are able to understand and respond to their needs. See our work on Fair and affordable bills and the Price Review. Information about how average bills will change annually to 2030.
People also tell us that it is important that they know what they are getting for their money and so companies should look to increase transparency in this area.
Bills are fair
Customers were asked, ‘How much do you agree or disagree that the charges you pay are fair? Rating based on a five-year rolling average.
We are supporting trials of innovative tariffs for both household and non-household customers.
With customer trust in companies continuing to be low, it is more important than ever to build reassurance for customers that their money is being well-spent
Affordability
Customers were asked, ‘How much do you agree or disagree that the water and/or sewerage charges you pay are affordable? Rating based on a five-year rolling average.
Companies should continue to improve the support they offer to financially vulnerable households, and raise awareness of that support. We also want to see a single social tariff scheme introduced to end water poverty.
We undertook a review of the WaterSure scheme scheme and submitted our recommendations to UK and Welsh governments. Defra subsequently consulted on proposed changes to the scheme in England.
Awareness of additional services
Customers were asked, ‘Are you aware of any additional free services, (also known as priority services) offered by your water company, such as large print bills, Braille bills for people who need them, passwords to check that company callers are genuine, or liaison with customers on dialysis who need a constant supply of water?’ Rating based on a five-year rolling average.
Consumers should be aware of what support their water company will provide if they need it – See the Service for All vulnerability guidance.
Total complaints
The number of complaints per 10,000 connections based on quartile performance.
Water companies must do more to identify the causes of dissatisfaction and focus on improving their service to customers.
To address this, CCW is using our expertise to help companies to understand and resolve the reasons for complaints. We did two-day complaint assessments with all household water companies in 2024-25 as part of our assessment trial year, and we aim to visit every company again in 2025/26 as part of our ‘live’ year, with high-level reports for all companies that are assessed being published on our website.
Complaints handling measure
Rating based on a composite score of complaints that are not resolved first time by companies and those that customers bring to CCW for resolution
Water companies must do more to sort out complaints at the first opportunity. Customers should not have to spend more time than necessary to resolve their complaint.
To address this, CCW is using our expertise to help companies to understand and resolve the root causes behind the escalation of complaints. We did two-day complaint assessments with all household water companies in 2024-25 as part of our assessment trial year, and we aim to visit every company again in 2025/26 as part of our ‘live’ year, with high-level reports for all companies that are assessed being published on our website.
Environmental Performance Assessment
The Environment Agency/Natural Resources Wales summaries of environmental performance.
This measure does not apply to water only companies. Information is not available for Hafren Dyfrdwy.
Customer satisfaction and trust in their water company is driven – or undermined – by perceptions of poor environmental performance.
Leakage
The annual amount of water leaked from each company’s pipes, compared to number of properties that the company supplies. (Litres per property per day.) Based on quartile performance.
Providing water, fixing leaks and repairing burst pipes continue to be seen as water companies’ main responsibilities.
Sewer flooding (internal and external)
Internal: The number of properties, flooded with sewage, per 10,000 connections to sewers. Based on quartile performance.
External: The number of areas of private land or gardens flooded with sewage per 10,000 connections to sewers. Based on quartile performance
For our ‘End Sewer Flooding Misery’ campaign, we worked with companies to help them improve the support they provide victims of sewer flooding.
Sewerage companies have promised to make some importance changes to their policies, but our research shows that these commitments have yet to be implemented in a way that victims tell us really makes a difference. For more information see our end sewer flooding misery campaign and customers’ experiences of sewer flooding.
Supply interruptions
The number of hours lost to water supply interruptions, of three hours or longer, per property served. Based on quartile performance.
A reliable and consistent supply of water is the minimum that customers should expect.
Average water use
The average amount of water used per person, per day. Was previously the annual average PCC.
Companies need to increase awareness of the need to reduce our water usage. People need help understanding the connection between their daily water habits and the crucial task of safeguarding our water environment.
Research carried out shows that people are recognising the link with water use at home and the natural environment but also the financial benefit for those on a water meter of making small changes in their use of water as well as the potential energy savings by reducing hot water use and using ECO settings.
Water only companies
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Weak |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Poor |
| Complaints handling measure | Poor |
| Leakage | Weak |
| Supply interruptions | Good |
| Average water use | Poor |
| Performance measure | Score |
|---|---|
| Overall service | Good |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Weak |
| Total complaints | Good |
| Complaints handling measure | Good |
| Leakage | Good |
| Supply interruptions | Moderate |
| Average water use | Weak |
| Performance measure | Score |
|---|---|
| Overall service | Good |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Weak |
| Complaints handling measure | Weak |
| Leakage | Good |
| Supply interruptions | Good |
| Average water use | Good |
| Performance measure | Score |
|---|---|
| Overall service | Good |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Weak |
| Complaints handling measure | Weak |
| Leakage | Good |
| Supply interruptions | Good |
| Average water use | Poor |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Weak |
| Total complaints | Good |
| Complaints handling measure | Good |
| Leakage | Moderate |
| Supply interruptions | Good |
| Average water use | Poor |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Poor |
| Complaints handling measure | Poor |
| Leakage | Good |
| Supply interruptions | Poor |
| Average water use | Weak |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Weak |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Weak |
| Total complaints | Moderate |
| Complaints handling measure | Moderate |
| Leakage | Weak |
| Supply interruptions | Poor |
| Average water use | Weak |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Moderate |
| Complaints handling measure | Weak |
| Leakage | Weak |
| Supply interruptions | Weak |
| Average water use | Weak |
Water and sewerage companies
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Weak |
| Total complaints | Moderate |
| Complaints handling measure | Moderate |
| Environmental Performance | Weak |
| Leakage | Good |
| Internal sewer flooding | Weak |
| External sewer flooding | Moderate |
| Supply interruptions | Moderate |
| Average water use | Good |
| Performance measure | Score |
|---|---|
| Overall service | Good |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Weak |
| Complaints handling measure | Weak |
| Environmental Performance | Weak |
| Leakage | Poor |
| Internal sewer flooding | Good |
| External sewer flooding | Poor |
| Supply interruptions | Poor |
| Average water use | Poor |
| Performance measure | Score |
|---|---|
| Overall service | Good |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Good |
| Complaints handling measure | Moderate |
| Environmental performance | No score available |
| Leakage | Poor |
| Internal sewer flooding | Weak |
| External sewer flooding | Poor |
| Supply interruptions | Weak |
| Average water use | Good |
| Performance measure | Score |
|---|---|
| Overall service | Good |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Moderate |
| Complaints handling measure | Moderate |
| Environmental Performance | Weak |
| Leakage | Moderate |
| Internal sewer flooding | Good |
| External sewer flooding | Moderate |
| Supply interruptions | Moderate |
| Average water use | Poor |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Good |
| Complaints handling measure | Weak |
| Environmental Performance | Good |
| Leakage | Moderate |
| Internal sewer flooding | Moderate |
| External sewer flooding | Good |
| Supply interruptions | Good |
| Average water use | Moderate |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Weak |
| Bills are fair | Poor |
| Affordability | Weak |
| Awareness of additional services | Weak |
| Total complaints | Poor |
| Complaints handling measure | Poor |
| Environmental Performance | Weak |
| Leakage | Weak |
| Internal sewer flooding | Good |
| External sewer flooding | Weak |
| Supply interruptions | Poor |
| Average water use | Weak |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Weak |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Moderate |
| Complaints handling measure | Moderate |
| Environmental Performance | Weak |
| Leakage | Moderate |
| Internal sewer flooding | Moderate |
| External sewer flooding | Good |
| Supply interruptions | Poor |
| Average water use | Good |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Weak |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Poor |
| Total complaints | Poor |
| Complaints handling measure | Poor |
| Environmental Performance | Poor |
| Leakage | Poor |
| Internal sewer flooding | Poor |
| External sewer flooding | Weak |
| Supply interruptions | Weak |
| Average water use | Moderate |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Weak |
| Total complaints | Weak |
| Complaints handling measure | Weak |
| Environmental Performance | Weak |
| Leakage | Poor |
| Internal sewer flooding | Poor |
| External sewer flooding | Weak |
| Supply interruptions | Weak |
| Average water use | Good |
| Performance measure | Score |
|---|---|
| Overall service | Good |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Moderate |
| Awareness of additional services | Weak |
| Total complaints | Good |
| Complaints handling measure | Good |
| Environmental Performance | Weak |
| Leakage | Weak |
| Internal sewer flooding | Weak |
| External sewer flooding | Good |
| Supply interruptions | Weak |
| Average water use | Moderate |
| Performance measure | Score |
|---|---|
| Overall service | Moderate |
| Value for money | Moderate |
| Bills are fair | Weak |
| Affordability | Poor |
| Awareness of additional services | Poor |
| Total complaints | Poor |
| Complaints handling measure | Poor |
| Environmental Performance | Weak |
| Leakage | Poor |
| Internal sewer flooding | Poor |
| External sewer flooding | Poor |
| Supply interruptions | Moderate |
| Average water use | Moderate |