Household bills and accounts

0345 600 3 600

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

customer.services@wessexwater.co.uk
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Water supply and sewerage

0345 600 4 600

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

operational.enquiries@wessexwater.co.uk
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Contact us
  • Your say your future small

    Make your voice heard 

    Play the Your Say Your Future game

    We’re putting together our investment plan for the period 2020 to 2025, and we want to know what matters to you.

    That way, we can work with you to ensure we continue to meet your expectations.

    You can tell us what our priorities should be by playing the Your Say Your Future game - it's a quick and easy way to make your voice heard about how we should invest your money in the future.

    For other ways to give us your views on how we should develop our services, see How you can take part below.

    As well as consulting today's customers, we're also hearing from tomorrow's customers through our industry-first Young People’s Panel.

  • How you can take part

    We want to hear far more opinions and ideas - whether you're a lifelong customer or new to the Wessex Water region.

    • Play the Your Say Your Future game:  It's a fun way to tell us what you think - play it now  - you could win £200 in our prize draw.  Terms and conditions apply  
    • Your bill: Tell us what matters to you by completing our online survey  
    • Come and see us: We're visiting towns near you during November to gather your views. For more information see our events  page.
    • Keep us posted: You can participate regularly by joining our Have Your Say customer panel  and by filling in our feedback surveys if you've been in touch with us. 
    • Your comments: Share your views with us -  email yoursay@wessexwater.co.uk  or write to Your Say Your Future, Wessex Water, Claverton Down, Bath BA2 7WW.

    What we've been up to

    Leakage consultation 2(1)

    Strategic direction:  We've carried out several months of consultation to update our long-term strategic vision document. 

    Leakage research: We've been meeting customers to tell them how we're tackling leakage and asking them to work with us to create a package of performance-related promises.  

    Future proofing: It's essential you have water and sewerage services that are reliable and you don't face interruptions, even in the most extreme circumstances. That's why we've been asking your views on how we future proof the services we provide.  

    Leakage consultation 1(1)

    Above photos: customers in the Wiltshire area working with us to develop a package of performance-related promises on leakage.

    What you've told us so far

    Some of you have already given us your views on what we should be focusing on to maintain and improve the services we provide over the next 25 years.

    You told us that:

    • it's important that you are kept updated when we carry out work on your behalf. So we introduced our customer care team who regularly contact you with updates. We'll soon be rolling out a job tracker so you can follow progress online in the same way you can track a parcel
    • you're keen to see further investment in innovative technology so we can continue to reduce leaks in an efficient way over time. Leakage is now half what it was in 1995
    • you understand there is a balance to be struck between reducing leakage and the impact on bills. The majority of you would prefer lower bills to reduced leakage, provided there is no risk to water supplies or the environment
    • you strongly support education for everybody on how to use less water, and you would be prepared to change your usage habits in the event of a water shortage caused by dry weather
    • the majority of you would be prepared to pay a little more to future proof water services for generations to come, including investment in our infrastructure
    • you strongly support education for everybody on how to use less water, and you would be prepared to change you usage habits in the event of a water shortage caused by dry weather.

    What happens next

    In 2018 we will submit our plans to Ofwat for the period 2020 to 2025. Once they've checked we have properly reflected customers' views and we are spending money efficiently, we agree with them the bills we're allowed to charge and the service level targets we'll deliver in return. 

    We'll continue to keep customers informed of more detailed plans as they develop and, importantly, share how your views have been taken on board. We will do this through our customer magazine, website and social media channels. 

    To ensure we're engaging with a wide range of people and stakeholders, the independent  Wessex Water Partnership  has been set up to monitor and report on the delivery of all aspects of our 2015 to 2020 business plan.

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