Customer experiences

Topic

Key materials

Date

These reports set out the findings from a research programme into customer experiences when engaging with companies about billing issues.

Five companies (Dŵr Cymru, Portsmouth Water, South Staffordsire Water, Thames Water and United Utilities) were included in stage one of this research. Seven companies (Hafren Dyfrdwy, Severn Trent, South West Water, Southern Water, Thames Water, Wessex Water and Yorkshire Water) were included in stage two.

Teithiau bilio – Adroddiad Cwmni – Dŵr Cymru (Cymraeg)*

Billing journeys – company report – Dŵr Cymru (English)*

Billing journeys – company report – Portsmouth Water*

Billing journeys – company report – South Staffordshire Water*

Billing journeys – company report – United Utilities*

Billing journeys – company report – Thames Water*

Teithiau bilio – Adroddiad Cwmni – Hafren Dyfrdwy (Cymraeg)

Billing journeys – company report – Hafren Dyfrdwy (English)

Billing journeys – company report –Severn Trent

Billing journeys – company report – South West Water

Billing journeys – company report – Southern Water

Billing journeys – company report – Wessex Water

Billing journeys – company report – Yorkshire Water

Billing journeys – stage one – data tables

Billing journeys – stage two – data tables (main sample)

Billing journeys – stage two – data tables (transactional requests sample)

Billing journeys – stage one – survey

Billing journeys – stage one – online community guide

Billing journeys – stage one – discussion guide for interviews

Billing journeys – stage two – survey

Billing journeys – stage two – online community guide

Billing journeys – stage two – discussion guide for interviews

Ofwat commissioned this research into the December 2024 Southern Water supply interruption in Southampton and Marchwood.

Blog on incident research on Southern Water incident

Incident research 6 discussion guide groups

Incident research 6 discussion guide household depths

Incident research 6 discussion guide non-household depths

Incident research 6 questionnaire

Ofwat and Ofgem commissioned this qualitative research with customers in vulnerable circumstances – to understand their experiences of seeking support from a water or energy provider.

Exploring customer service experiences – additional case studies

Exploring customer service experiences – online community guide

This is qualitative research with people who have experienced sewer flooding inside or outside their homes. It provides an update to research conducted in 2022.

The Ofwat and CCW report sets out a summary of the findings and how wastewater companies can better support people in this situation.

The Thinks report sets out the research findings in more detail.

Thinks report on sewer flooding experiences: wave two

Thinks sewer flooding experiences – wave two – discussion guide for interviews

Thinks sewer flooding experiences – wave two – discussion guide for workshops

This research was to develop and test a customer journey method.

This research was to develop and test a customer journey method

Overview of findings from joint Ofwat/CCW research programme on incidents.

Ofwat and CCW commissioned this research into the ‘do not use’ and ‘do not drink’ notices issued to the Marleigh Estate in January 2024.

Incident research 5 discussion guide groups

Incident research 5 discussion guide depths

Ofwat and CCW commissioned this research into the October/November 2023 Yorkshire Water supply problems in Goole: Low pressure and no water.

Incident research 4 discussion guide groups

Incident research 4 discussion guide depths

Ofwat and CCW commissioned this research into the Spring/Summer 2023 Thames Water Camberley Odour Incident.

Incident research 3 discussion guide

Incident research 3 intercept guide

Ofwat and CCW commissioned this research into the July 2023 water boil water notice in the Anglian Water region.

Incident research 2 Blue Marble discussion guide –  depth interview

Incident research 2 Blue Marble discussion guide –  focus groups

Blog post: Ofwat and CCW research into Anglian Water incident response

Ofwat and CCW commissioned this research into the June 2023 water supply interruption in the South East Water region.

Incident research 1 Blue Marble discussion guide – depth interview

Incident research 1 Blue Marble discussion guide – focus groups

Blog post: Ofwat and CCW research into South East Water incident response

This is qualitative research with people who have experienced sewer flooding inside or outside their homes. The Ofwat and CCW report sets out challenges faced by people when they experience sewer flooding and how wastewater companies can better support people in this situation. 

The BritainThinks report sets out the findings in more detail. 

Profiadau cwsmeriaid o garthffosydd yn gorlifo: Adroddiad ar y cyd gan CCW ac Ofwat  

BritainThinks report on sewer flooding experiences  

BritainThinks sewer flooding – discussion guide for interviews 

BritainThinks sewer flooding – discussion guide for workshops  

BritainThinks sewer flooding – slides for workshop