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Unrivalled Customer Service

World class service for everyone

Caroline Pye shivered with the rest of the country as a cold wave, dubbed the Beast from the East, brought us unusually icy conditions last winter. She watched as TV news reported chaos on the roads and social media channels flooded with stories of disruption to services and utilities. But Caroline trusted her water company would deliver as usual. And it did. When her six children returned from playing in the snow, warm baths and hot chocolate were waiting.

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Unrivalled Customer Service

A caring service everyone can afford

Paying a bill or choosing to eat. This isn't a decision anyone should have to make but Jo Nicholl from the charity HOPE in Newcastle knows it's a reality facing some of our customers. She works with people living in very difficult financial situations, helping them to find light at the end of the tunnel. We are working hard to eradicate water poverty and charities like HOPE provide a vital link to customers who we can support with flexible, affordable and inclusive services.

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Unrivalled Customer Service

Supporting our life savers like Sarah

As a firefighter, Sarah Nattrass knows better than most of us the importance of a reliable source of water. When an emergency call comes in from one of the 620,000 people she helps to protect she depends on a constant supply of water at the scene. Just as the 999 caller trusts fire crews will turn up when they're alerted, Sarah has complete confidence water will always be there when she needs it.

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Unrivalled Customer Service

We innovate openly and share the benefits

Dr Sarah Cotterill has seen first-hand the exciting potential of our regional businesses to bring about ambitious improvements to the way we manage water and the environment. In her roles at The Water Hub and our Living Lab she helps to harness the talent and technologies of SMEs to solve real challenges that face us all, in areas such as water efficiency, water cleaning and flooding. Within these open innovation ecosystems she helps us to grow new ideas, test products and come up with creative solutions while providing commercial opportunities for local companies.

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Unrivalled Customer Service

Mutual respect for our natural resources

Christy and Hew Willet farm 470 hectares of land at Parklands Farm at Galleywood, on the fringe of Chelmsford. Here the mother-and-son team grow wheat, barley, oats, oil seed rape and spring beans. As the fifth generation of her family to farm this land, Christy knows the importance of protecting the environment for the future. Working closely with us, she uses the latest research and technology to get the most from the land while protecting the water beneath it. This strikes a perfect balance between earning a living today and making an investment in tomorrow.

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Unrivalled Customer Service

A lasting legacy for communities

Nick Atkinson loves his local community - particularly the local dene where he spends much of his time with daughter Grace. Nick believes that by looking after the environment he contributes to the wellbeing of the community, and by joining our bank of volunteer Water Rangers his family are providing valuable support. Water Rangers are our eyes and ears in the community, alerting us to any issues with our outfalls and discharges into rivers and the sea. Water Rangers not only help protect the water environment, but through them we can also engage better with our communities around water.

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Unrivalled customer experience
Unrivalled Customer Service

Providing Unrivalled Customer Experience

Our customers' expectations are rising, and what you want from us is changing too.

We will deliver an unrivalled customer experience to make it faster and easier to get what you need.

Essex & Suffolk water

Personal

With world class customer service at the heart of everything we do, so that our customers get what they want, when they want, how they want it.

Essex & Suffolk water

We've invested £36 million in improving your experience of dealing with us, so you'll only ever have to contact us once.

Affordable and inclusive
Unrivalled Customer Service

Affordable and inclusive services

Water and sewerage services should be affordable for all of our customers - whatever your circumstances.

Everyone should have equal access to an unrivalled customer experience too.

Essex & Suffolk water

Affordable

Delivering bill reductions of 12% for our water customers and 14% for our wastewater customers by 2024/25, and eliminating water poverty in our regions by 2030.

Essex & Suffolk water

By 2025 we expect to have moved 241,000 households out of water poverty.

Any household spending more than 3% of its total income, after housing costs, on a water and wastewater bill is considered to be living in water poverty. Today 18% of our households face water poverty.

Reliable and resilient
Unrivalled Customer Service

Reliable and resilient services

We will continue to deliver you reliable and resilient services.

We will do this by anticipating change, planning ahead, and by making the right long-term decisions about how to run your services.

Essex & Suffolk water

resilient

We are ready for whatever changes the future may bring. As part of that, we will deliver 100% security of water supply for all of our customers for the next 40 years.

Essex & Suffolk water

Eradicate sewer flooding in the home as a result of our assets and operations.

Have the lowest levels of leakage in the country in our water-stressed ESW operating area.

Innovation
Unrivalled Customer Service

Leading in innovation

Super-charging our innovation culture is essential if we are to continue to deliver you unrivalled experiences.

This is especially true against the backdrop of rising customer expectations, technological advances and changing political and physical climates.

Essex & Suffolk water

Innovative

Taking advantage of cutting edge research and advances in technology to deliver a better service for our customers more effectively.

Essex & Suffolk water

Be leading in innovation within the water sector and beyond.

Essex & Suffolk water

Did you know we make power from poo - we're the only water company to turn 100% of our sewerage sludge into energy.

Essex & Suffolk water

Environment
Unrivalled Customer Service

Improving the environment

We will create a step change in our environmental activities, building on our role as stewards of the environment.

We will demonstrate leadership, protecting and improving the environment within our regions.

Essex & Suffolk water

Ambitious

We aim to have the best rivers and beaches, eliminate all waste, enhance biodiversity and be carbon neutral by 2027.

Essex & Suffolk water

We want to have zero pollutions as a result of our operations.

Economies
Unrivalled Customer Service

Building stronger economies

As a responsible business with a strong track record, it is important to us that we demonstrate leadership.

We also want to make a wider contribution to life within our regions.

Essex & Suffolk water

Local

Focused on growing our communities, delivering time, money and expertise where it matters most.

Essex & Suffolk water

Spend at least 60p in every £1 with suppliers in our regions. 94% of customers said this was important to them.

Essex & Suffolk water

We will spend and invest more than £3bn in providing water and wastewater services in 2020-25

Essex & Suffolk water

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