Customer trust is at its lowest level since monitoring began in 2011.14 The Consumer Council for Water told us that, according to its survey, environmental performance was the biggest driver of dissatisfaction amongst customers.15 Committee members also drew attention to problems experienced by our constituents, including poor company responses to issues with burst pipes, and sewer flooding in particular.16 Company performance on key metrics, such as supply interruptions and 9 C&AG’s Report, ...

Customer trust is at its lowest level since monitoring began in 2011.14 The Consumer Council for Water told us that, according to its survey, environmental performance was the biggest driver of dissatisfaction amongst customers.15 Committee members also drew attention to problems experienced by our constituents, including poor company responses to issues with burst pipes, and sewer flooding in particular.16 Company performance on key metrics, such as supply interruptions and 9 C&AG’s Report, para 1.10 10 Qq 58, 60, 62 11 Qq 58, 62, 64 12 WSR0003 13 Qq 63-64 14 Qq 1, 8; C&AG’s Report, para 1.6 15 Q 2 16 Qq 42, 94-95, 97, 99, 106, 108 10 pollut Type: conclusion | Number: 8 | Response status: not_addressed Government response: The Government recognises that customer trust in water companies is low and that environmental performance is a key driver of customer dissatisfaction. Water companies need to do more to improve their environmental performance and to communicate effectively with c