Source · Select Committees · Public Accounts Committee
Recommendation 8
8
Water company customer trust at lowest level due to environmental and service failures.
Conclusion
Customer trust is at its lowest level since monitoring began in 2011.14 The Consumer Council for Water told us that, according to its survey, environmental performance was the biggest driver of dissatisfaction amongst customers.15 Committee members also drew attention to problems experienced by our constituents, including poor company responses to issues with burst pipes, and sewer flooding in particular.16 Company performance on key metrics, such as supply interruptions and 9 C&AG’s Report, para 1.10 10 Qq 58, 60, 62 11 Qq 58, 62, 64 12 WSR0003 13 Qq 63-64 14 Qq 1, 8; C&AG’s Report, para 1.6 15 Q 2 16 Qq 42, 94-95, 97, 99, 106, 108 10 pollution incidents, has stagnated over the last ten years.17 As the Consumer Council for Water explained to us, at the moment people feel water bills are not fair.18
Government Response
A response document is linked to this report, dated 15 October 2025. Response attribution to this conclusion has not been verified. Read the response document ↗