We provide essential services to millions of people by providing water and wastewater services to people and businesses in the North West of England.
Customers are at the heart of everything we do and we are working hard to improve what we do for the people we serve.
More of our customers are telling us that they are happy with the service that we provide. Overall, domestic customer satisfaction has increased again, with a rating of 82% in 2009/10, up from 76% in 2008/09. We are working hard to improve our systems to make it easier for our customers to contact us and to ensure they receive a high level of service when they do.
For instance, in this current economic climate we are addressing the issue of affordability. The region of the UK that United Utilities serves has some of the most socially and economically deprived areas in the country. To fully serve our customer base, it is essential that we offer a range of services to help those customers who may experience financial difficulty or whose health-related problems require our ExtraCare service.
The first 6 months of 2010 were the driest on record, so we had to bring our drought plan into force. To help raise our customers’ awareness we ran campaigns in regional newspapers and radio to draw attention to the current water resources situation. The campaign strapline – ‘small changes make a big difference’ – focused on how the customer could make significant savings to their water use.
Find out more about our drought plan.