Water Matters

Household customers’ views on their water and sewerage services 2016

On behalf of CCWater June 2017 Water Matters 2016

Prepared for: Consumer Council for Water Prepared by: BMG Research

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Table of Contents

All links in this Table of Contents are hyperlinked and will take you to the section of the report you select. Please hold down Ctrl button on your keyboard and select the section you want to visit with your mouse to be taken directly to this section. 1 Executive Summary ...... 9 1.1 Key findings ...... 9 1.1.1 Care and trust ...... 9 1.1.2 Likelihood to recommend (Net Promoter Score - NPS) ...... 10 1.1.3 Value for money ...... 11 1.1.4 Fairness and affordability of charges ...... 11 1.1.5 Satisfaction with water supply ...... 12 1.1.6 Confidence in the longer-term supply of water ...... 12 1.1.7 Satisfaction with sewerage service ...... 12 1.1.8 Bill clarity ...... 13 1.1.9 Awareness of WaterSure ...... 13 1.1.10 Awareness of company specific social tariff schemes ...... 13 1.1.11 Awareness of priority services ...... 14 1.1.12 Water meter fitting and trialling – customers from unmetered households ..... 14 1.1.13 Contact with the water company ...... 15 1.1.14 Comparison of different household service providers ...... 15 1.1.15 Significant differences between England and Wales ...... 15 2 Introduction ...... 17 2.1 Background...... 17 2.2 Research objectives ...... 17 2.3 Methodology ...... 18 2.4 Analysis ...... 19 2.4.1 General notes ...... 19 2.4.2 Mann-Kendall Time Series analysis of five year trends ...... 20 2.4.3 Cluster Analysis ...... 21 3 Speaking up for water consumers ...... 24 3.1 Caring about service provision ...... 24 3.1.1 Care of service provision – WaSCs ...... 26 3.1.2 Care of service provision – WoCs ...... 27

1 Water Matters 2016

3.2 Trust in water/sewerage companies ...... 29 3.2.1 Trust in water/sewerage companies – WaSCs ...... 31 3.2.2 Trust in water companies – WoCs ...... 32 3.2.3 Reasons for lack of trust ...... 33 3.3 Likelihood to recommend water company ...... 34 3.3.1 Likelihood to recommend water company – WaSCs ...... 34 3.3.2 Likelihood to recommend water company – WoCs ...... 35 3.3.3 Likelihood to recommend sewerage company – WoCs ...... 37 3.4 Key Driver Analysis ...... 38 3.4.1 Predicting the likelihood of being a promoter of the water company ...... 38 3.4.2 Predicting the likelihood of being a detractor of the water company ...... 39 4 Value for money ...... 41 4.1 Value for money ...... 41 4.1.1 Water services ...... 41 4.1.2 Satisfaction with value for money of water services – WaSCs ...... 43 4.1.3 Satisfaction with value for money of water services – WoCs ...... 44 4.1.4 Sewerage services...... 46 4.1.5 Satisfaction with value for money of sewerage services – WaSCs ...... 48 4.1.6 Satisfaction with value for money of sewerage services – WoCs ...... 48 4.2 Fairness of charges ...... 50 4.2.1 Fairness of charges – WaSCs ...... 51 4.2.2 Fairness of charges – WoCs ...... 53 4.2.3 Reasons why charges are considered unfair ...... 54 4.3 Affordability of water and sewerage charges ...... 55 4.3.1 Affordability of water and sewerage charges – WaSCs ...... 57 4.3.2 Affordability of water and sewerage charges – WoCs ...... 58 4.3.3 Affordability of water charges – WoCs ...... 59 4.3.4 Affordability of sewerage charges – WoCs ...... 61 4.4 Bill clarity ...... 62 4.4.1 Clarity of how much needs to be paid and when ...... 62 4.4.2 Clarity of how much needs to be paid and when – WaSCs ...... 64 4.4.3 Clarity of how much needs to be paid and when – WoCs...... 65 4.4.4 Clarity of how the final amount was reached ...... 66 4.4.5 Clarity of how the final amount was reached – WaSCs ...... 68

2 Executive Summary

4.4.6 Clarity of how the final amount was reached – WoCs ...... 69 5 Awareness of WaterSure and additional services ...... 70 5.1 Awareness of WaterSure/ Welsh Water Assist ...... 70 5.1.1 Awareness of WaterSure/ WaterSure Wales – WaSCs ...... 73 5.1.2 Awareness of WaterSure/ WaterSure Wales – WoCs ...... 74 5.2 Additional services ...... 75 5.2.1 Awareness of additional services – WaSCs ...... 77 5.2.2 Awareness of additional services – WoCs ...... 78 5.3 Awareness of company specific social tariff schemes ...... 79 5.3.1 Awareness of company specific social tariff schemes – WaSCs ...... 79 5.3.2 Awareness of company specific social tariff schemes – WoCs ...... 80 5.4 Water meters ...... 81 5.4.1 Requesting a water meter – unmetered customers ...... 81 5.4.2 Awareness that water meters can be fitted free of charge – WaSCs ...... 82 5.4.3 Awareness that water meters can be fitted free of charge – WoCs ...... 83 5.4.4 Awareness of the possibility to trial a water meter – unmetered customers .... 84 5.4.5 Awareness of the possibility to trial a water meter – WaSCs ...... 85 5.4.6 Awareness of the possibility to trial a water meter – WoCs ...... 86 6 Contacting Water Companies ...... 87 6.1 Likelihood of contacting water/sewerage company if worried about a bill ...... 87 6.1.1 Likelihood of contacting water/sewerage company if worried about a bill – WaSCs 89 6.1.2 Likelihood of contacting water company if worried about a bill – WoCs ...... 90 6.2 Contact with the water/sewerage company ...... 91 6.2.1 Contact with the water/sewerage company – WaSCs ...... 93 6.2.2 Contact with the water company – WoCs ...... 94 6.3 Reason for contact ...... 95 6.4 Satisfaction with different aspects of contact ...... 96 6.5 Overall satisfaction with contact ...... 98 6.5.1 Satisfaction with contact versus other providers ...... 99 6.6 Satisfaction with overall customer service ...... 100 6.6.1 Reasons for dissatisfaction with customer services ...... 101 7 Water on tap ...... 102 7.1 Satisfaction with aspects of water supply ...... 102

3 Water Matters 2016

7.1.1 Satisfaction with aspects of water supply – WaSCs ...... 104 7.1.2 Satisfaction with aspects of water supply- WoCs ...... 105 7.2 Overall satisfaction with water supply...... 107 7.2.1 Overall satisfaction with water supply – WaSCs ...... 109 7.2.2 Overall satisfaction with water supply – WoCs ...... 110 7.3 Confidence in the long-term supply of water ...... 111 7.3.1 Confidence in the long-term supply of water – WaSCs ...... 112 7.3.2 Confidence in the long-term supply of water – WoCs ...... 113 8 A Sewerage system that works ...... 114 8.1 Satisfaction with aspects of sewerage service ...... 114 8.1.1 Satisfaction with aspects of sewerage service by nation ...... 116 8.1.2 Satisfaction with aspects of sewerage service – WaSCs ...... 117 8.1.3 Satisfaction with aspects of sewerage service – customers of WoCs ...... 118 8.2 Overall satisfaction with sewerage services ...... 120 8.2.1 Overall satisfaction with sewerage services – WaSCs ...... 121 8.2.2 Overall satisfaction with sewerage services – customers of WoCs ...... 122 8.3 Comparison of service providers ...... 123 8.3.1 Comparison with household energy providers care of service provision ...... 123 8.3.2 Comparison of trust amongst household service providers ...... 124 8.3.3 Comparison of the satisfaction with value for money of water/sewerage services against other household service providers ...... 124 8.3.4 Comparison of water service satisfaction with other household service providers ...... 127 8.3.5 Comparison of sewerage service satisfaction with other household service providers ...... 128 9 Conclusions ...... 129 9.1 Satisfaction with services, value for money and contact handling ...... 129 9.2 Views on affordability ...... 129 9.3 Awareness of choices around water meters and tariffs ...... 130 9.4 Awareness of WaterSure and social tariffs ...... 130 9.5 General trends ...... 130 9.6 Net Promoter Score and Key Driver Analysis of likelihood to promote company . 131 9.7 Cluster Analysis ...... 131 9.8 Differences in customer views in England and in Wales ...... 132 10 Appendices ...... 134

4 Executive Summary

10.1 2015-16 questionnaire ...... 134 10.2 Sample profile ...... 156 10.3 Sample bases ...... 158 10.4 Technical analysis note ...... 158 10.5 Statement of Terms ...... 159

Table of Figures

Figure 1: Care and Trust measures - Key Trends ...... 10 Figure 2: Recommending Water Companies - Key Trends ...... 11 Figure 3: Satisfaction summary 2016 ...... 13 Figure 4: Consumer rights - Awareness 2016 ...... 14 Figure 5: Statistical reliability ...... 19 Figure 6: Clusters by nation ...... 22 Figure 7: Care of service provision ...... 24 Figure 8: Care of service provision – WaSCs ...... 26 Figure 9: Care of service provision – WoCs ...... 28 Figure 10: Trust in water/sewerage companies ...... 29 Figure 11: Trust in water/sewerage companies – WaSCs ...... 31 Figure 12: Trust in water companies – WoCs ...... 32 Figure 13: Reasons for distrust of water/sewerage company ...... 33 Figure 14: Likelihood to recommend water company – WaSCs ...... 35 Figure 15: Likelihood to recommend water company - WoCs ...... 36 Figure 16: Likelihood to recommend sewerage company – WoCs ...... 37 Figure 17: Predictors for being a promoter of water company ...... 39 Figure 18: Predictors for being a detractor of water company ...... 40 Figure 19: Satisfaction with value for money of water services ...... 41 Figure 20: Satisfaction with value for money of water services – WaSCs ...... 43 Figure 21: Satisfaction with value for money of water services – WoCs ...... 45 Figure 22: Satisfaction with value for money of sewerage services ...... 46 Figure 23: Satisfaction with value for money of sewerage services – WaSCs ...... 48

5 Water Matters 2016

Figure 24: Satisfaction with value for money of sewerage services – WoCs ...... 49 Figure 25: Fairness of charges ...... 50 Figure 26: Fairness of charges – WaSCs ...... 52 Figure 27: Fairness of charges - WoCs ...... 53 Figure 28: Reasons why charges are considered unfair ...... 54 Figure 29: Affordability of water and sewerage charges ...... 55 Figure 30: Affordability of water and sewerage charges – WaSCs ...... 57 Figure 31: Affordability of water and sewerage charges – WoCs ...... 59 Figure 32: Affordability of water charges – WoCs ...... 60 Figure 33: Affordability of sewerage charges – WoCs ...... 61 Figure 34: Clarity of how much needs to be paid and when ...... 62 Figure 35: Clarity of how much needs to be paid and when – WaSCs ...... 64 Figure 36: Clarity of how much needs to be paid and when – WoCs ...... 65 Figure 37: Clarity of how the final amount was reached ...... 66 Figure 38: Clarity of how the final amount was reached – WaSCs ...... 68 Figure 39: Clarity of how the final amount was reached – WoCs ...... 69 Figure 40: Awareness of WaterSure/ WaterSure Wales ...... 71 Figure 41: Awareness of WaterSure/ Welsh Water Assist – WaSCs ...... 73 Figure 42: Awareness of WaterSure/ Welsh Water Assist – WoCs ...... 74 Figure 43: Awareness of additional services ...... 75 Figure 44: Awareness of additional services – WaSCs ...... 77 Figure 45: Awareness of addit