Ofwat has published a report on customer satisfaction with Portsmouth Water and Anglian Water coming out as top performers, following strong results the year before too.

The bottom performers are Thames Water and Hafren Dyfrdwy, and with Thames taking last place consistently over four years, it will have to return £100m to customers under Ofwat’s proposals.

The research combines scores on customer satisfaction for handling issues and the number of complaints each company received. The combined figures provide a score out of 100, showing the best water company receiving a score of 90, and worst performers receiving a score of 75 for the year 2018-19.

For the second year running, Anglian Water tops the table, followed by Portsmouth Water, who had the highest proportion of customers who felt their query was resolved. This year’s results also showed improved scores from Dŵr Cymru, with Southern Water maintaining the improvement they showed last year. Even though Southern Water remains a poor performer, they’ve increased their score by 7 points since 2015. Southern are clearly making progress and the changes they are implementing are being felt by customers as the number of written complaints they receive has reduced by 27%.

Each water company’s overall score since 2015 results in either a financial payment or penalty. Ofwat consulted on the range of payments as part of its 2019 price review draft determinations, in July 2019. Including the scores published today, those proposals mean Anglian Water would receive an extra £16m in its price review settlement, while Thames Water’s would be reduced by £100 million.