Affordability and the water sector: how water companies can support their customers through these turbulent times

We asked 2,000 UK bill payers how their financial situation has changed over the last year or so, how they’re dealing with those changes, and what their expectations are for the next few months.

Generation Z: A new wave of water customers

Our latest UK consumer research report focused on Generation Z, the new wave of water customers, and their attitudes and preferences when it comes to water and sewerage providers.

The Secrets of Better Billing 2019

A new research report examining consumer attitudes to and experiences of UK water bills and billing processes, and the prevalence of good and bad practice.

The Secrets of Better Billing

This research report takes an in-depth look at the current state of billing in the UK and what lessons can be shared to improve this aspect of customer contact.

Maintaining the human touch in customer service. What your customers want in a world full of contact channels.

We surveyed a representative sample of 1,000 UK adults, asking for their experiences in communicating with everyday service providers.