The water watchdog’s Annual Tracking Survey 2012 has revealed a drop of almost 7 per cent compared with the previous year’s research in the number of water and sewerage company customers who agree their charges are fair.
Water companies are struggling to close the gap between a high level of customer satisfaction with services and a much lower level of satisfaction on value for money.
While 90 per cent of customers said they were satisfied with their water supply, and 85 per cent with sewerage services, just 71 per cent of customers were satisfied with value for money.
Tony Smith, chief executive of the Consumer Council for Water, said it was essential that water companies delivered plans at the next Price Review which reflect customers’ priorities and demonstrate they are getting good value for money.
“That’s why we have also been negotiating with companies to share additional profits they have made with customers. Many companies have responded positively but they now need to clearly show customers how that investment is being used to improve services,” he said.