National Customer Service Week*, which takes place during the first week of October each year, is an opportunity to recognise the important role customer service plays in helping businesses thrive.
It's also a chance to celebrate the people behind those experiences. Across Business Stream, colleagues work every day to support our customers, solve challenges and help them get the most from their water and waste water services.
Putting customers at the heart of what we do
Providing a positive customer experience has always been a key focus for us. In 2025, we launched our Customer Care Charter, which sets out 12 commitments based what our customers told us matters most. Developed using customer and colleague feedback, our Customer Care Charter helps us measure how we're performing and identify where we can improve.
The Charter focuses on four key areas:
- Simple and easy
- Trust
- Experience and expertise, and
- Care.
One year on from its launch, we're continuing to make good progress against the commitments we've made to customers while using what we learn to strengthen the areas where we can do even more. It's all part of our commitment to delivering the service our customers expect and evolving as their needs change. You can see our progress through our annual report.
Making service accessible for everyone
Customer service isn't just about answering questions or solving problems. It's about making sure every customer can access the support they need, when they need it, in a way that works for them.
We're continually looking at how we can make our services more accessible and inclusive. That could mean adapting the way we communicate, providing additional support when it's needed, or taking the time to understand individual circumstances and find the right solution.
"National Customer Service Week is a great opportunity to recognise the impact that small actions can have on our customers' experience. By listening, adapting and making our services accessible to everyone, we can make a real difference to the people and businesses we serve.
“At the heart of great customer service are the people who deliver it. Every day, colleagues across Business Stream take the time to listen and support customers when they need us most. National Customer Service Week is an opportunity to recognise their dedication and thank them for the role they play in helping us build trusted, long-lasting customer relationships."
Jo Mayes, Customer Services Director
Supporting every customer
Great customer service is delivered by people and teams across our business. Whether they're speaking directly with customers, resolving issues behind the scenes or developing new ways to improve our services, everyone has a part to play.
National Customer Service Week is an opportunity to recognise and thank the colleagues whose expertise, commitment and care help make a positive difference to our customers every day. Their efforts help us build trust, strengthen relationships and continue delivering the high standards of service our customers rely on.
Sources:
* National Customer Service Week ⋆ Institute of Customer Service