Water industry scores with service

In a survey of 2000 people, valve manufacturer Talis UK asked participants to compare consumer perspectives on quality of service, trustworthiness, value for money and dealing with customers.

It found 26% of people agreed that water companies were doing a good job against these criteria, rating them higher than energy companies (which scored 15%), subscription TV companies (16%) and telecoms companies (17.5%).

If water companies are to avoid the reputational damage inflicted on the energy sector, then it is in these areas (trust, fairness and price) where the biggest risks are to be found

Talis UK

When comparing the water industry with the energy industry, there was only a 5% difference in terms of the quality of service offered. However on the basis of trustworthiness, the water industry scored 14% higher.

“Public perceptions of trust and fairness have been eroded by the activities of energy companies, with the issue of rising costs also undermining perceptions of value for money. If water companies are to avoid the reputational damage inflicted on the energy sector, then it is in these areas (trust, fairness and price) where the biggest risks are to be found,” the report said.

Currently water companies sit in a comfortable mid-table position, not among the worst but also far from being the best service provider in the eyes of the public, it added.

Supermarkets topped the study with 50% agreeing they performed well against the key criteria, while banks and mobile phone providers each scored 31%.

Among those surveyed, respondents with a water meter fitted scored their water company higher for service, value for money and fairness than those without.

Of all the issues affecting the sector, tackling leakages and the introduction of water meters currently were found to have the greatest potential impact on reputation, according to those surveyed.

Although public awareness of water pollution did not figure in the study, some water companies involved in the treatment of wastewater have recently attracted negative publicity.

Last week Southern Water was found guilty of breaching environmental regulations after raw sewage was pumped into the sea in West Sussex, following the failure of pumps at East Worthing waterworks.

The incident, which occurred in September 2012, closed ten miles of beach for a number of days.

The company, which was cleared of two additional charges relating to the proper maintenance of equipment, has apologised to those affected by the incident. It said it had since spent around £20 million on improvements and installed backup systems at the treatment works.

In June this year, The Court of Appeal upheld a £250,000 fine imposed on Thames Water for polluting a nature reserve following a pumping station failure.

The water company had allowed untreated sewage to enter the 58-hectare Chase Brook reserve in Newbury, Berkshire for five days in 2012.

This was the first judgement of the Court of Appeal to consider the new 2014 Sentencing Council Guideline for Environmental Offences. Fines must now take into account the means of a particular company offender.