Feedback on our billing services

You told us you wanted to receive clearer updates on the installation of your smart water meter, so you know exactly what stage of the process you’re at.

We’re now sending regular communications to make it easier to see whether your meter is being installed or connected.

You’ve also told us, it’s important to still be able to give your own meter readings easily while you wait for your smart meter to start sending reading automatically. You can continue to submit readings through our website, app or by phone to help keep your account up to date and your bills accurate.

You asked us to make it easier to find information and fix problems yourself using our digital channels.

We’ve introduced a range of self-help videos on our website. These cover topics such as:

• How to find and read your water meter.
• How to resolve brown or white water coming through your taps.
• Pipework responsibilities.
• How to apply for a new service connection.
• A moving day checklist.

Each video can be played with or without subtitles, and you can also read the script as it plays.

You told us our letters and emails needed to be easier to understand and simple to follow.

We’ve:

• Reviewed and removed communications that are no longer needed.
• Simplified layouts so they’re easier to follow.
• Highlighted key information in boxes so you know what action to take and when.
• Added QR codes where possible, giving you quick access to extra information.

We’ve talked to customers to understand what’s most important to you.

These six principles form the basis of everything we do and help us to make sure we provide you with unrivalled customer experiences.

• Make it easy – keep things simple, fast, and hassle-free.
• Build it around me – services that are accessible, easy to use, and available 24/7.
• Earn the trust of my community – provide services in a sustainable and ethical way.
• Keep your promises – always do what we say we’ll do.
• Own my problems – fix issues quickly, put things right, and say sorry when needed.
• Show me that I matter – focus on what’s important to you.

ou told us it’s important to speak to someone who can answer your questions quickly, efficiently and resolve issues first time, so you don't need to contact us again.

To make sure we deliver this, we’ve worked with the Institute of Customer Service, the UK’s national body for customer service. We’re proud to hold the Institute’s TrainingMark accreditation, recognising the quality of our in-house customer service training programme.

Every customer advisor must pass this comprehensive programme, so you can be confident you’re always speaking to someone who is skilled, knowledgeable, and ready to help.

We’ve improved how your account works on mobile and tablet:

• Notifications are now fully clickable.
• The dashboard scrolls more smoothly.
• Expanding sections is simpler.
• Quick links sit at the top so your most-used options are always easy to find.
• Submitting meter readings is clearer and quicker.

We’ve simplified how you set and update your password.

• Password fields now work the same way across the website.
• Clear guidance helps you know what’s required.
• Real-time messages show you how to get it right first time.

We’ve made logging in smoother and more straightforward:

• Phone numbers, email addresses, and passwords now show clear, helpful error messages.
• Easy steps guide you to fix mistakes quickly.
• If you forget your email or enter the wrong details, you’ll see simple options to reset your password or contact us.