Household bills and accounts

0345 600 3 600

Monday to Friday, 8am to 6pm (for non-household billing enquiries, please contact your retailer).
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Water supply and sewerage

0345 600 4 600

Monday to Friday, 8am to 6pm (emergencies only at other times)
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  • Our commitment

    You are at the heart of our business - we supply 1.3 million people with water and treat and take away sewage from 2.8 million customers living in our region.

    You rate the service you receive from us very highly - once again we have topped the water and sewerage company league table in Ofwat's service incentive mechanism (SIM) satisfaction surveys.

    The SIM includes a quantitative measured based on the number of complaints and unwanted contacts a company receives as well as qualitative information from consumer experience surveys.

    In 2015-16 we:

    • reduced the number of complaints we received - the fewest of any water and sewerage company
    • retained our government Customer Service Excellence award
    • introduced a 20% discount for low income pensioners as part of our tap programme
    • progressed our affordablity action plan leading to a 19% increase in the number of low income customers receiving support with their bills
    • launched two new projects with the Department for Work and Pensions (DWP) and Wiltshire Council to directly promote our discounted tariffs to customers on means tested benefits
    • demonstrated our commitment to accessible and inclusive services for all by retaining the British Standard for inclusive services provision (BS 18477) and the Louder than Words charter mark.

    As well as offering self-service features on our website including live chat and a frequently asked questions agent, we continue to retain the personal telephone answering service which we know is valued by so many of you.

    Our continuing focus on improving the service we provide has resulted in:

    • 96% of our customers rating our service as very good or good
    • 78% rating our service as very good or good value for money
    • 81% saying it takes little or no effort to resolve their query.
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