Customer research published by Ofwat and consumer watchdog CCW reveals that the vast majority of people do not trust water companies to do what’s right for the environment.

Less than a quarter (23%) of respondents said they trust their water provider to do what is right for the environment down from 31% in 2021. Additionally, just 21% believe that their water provider acts in interests of the environment a decrease from 27% in the previous study.

Satisfaction with the quality of water services has dropped to 58% from 65% in 2021, while satisfaction with wastewater and drainage services has fallen to 49% from 56% in the initial study.

Our customer research reflects that water company performance on the environment is simply not good enough. We have pushed companies to take urgent action to cut sewage discharges, and we are currently running our biggest ever investigation into six companies on sewage spills.

Ofwat has also gained new powers that it will use to drive improvements in water companies’ customer service performance, including taking enforcement action which could result in significant fines.

The findings also underscore the importance of the need for a transformative change in the water sector, so that it delivers better outcomes for customers and the environment. This is why Ofwat is focused on transforming the sectors performance.

Ofwat is currently considering around £100bn of expenditure for the next price control and will be looking to ensure it delivers a step change in environmental performance that represents value for money for consumers.

Read more and download the research report here.

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