Have your say
Have you met Flo? She’s our big blue van, our customer engagement vehicle, who travels to your local communities with her team of Customer Heroes who want you all to Have Your Say.

Great customer service is very important to us. We aim to get things right first time, every time, and are always looking to improve. A great way to do this is by listening to our customers and acting on what they say.


Look out for Flo at your community events or why not join our Have Your Say Forum, an online platform where you can participate in discussions, polls and surveys.


On the forum, you will be able to share your views and discuss a range of topics about the services we provide. Your feedback is important to us and allows us to shape the services we provide in the way that you want us to. Registration is quick and easy.

Calling all customers!

We can't deliver the best customer service possible without listening to you, our customer.


Over the last few months, we've all had to learn to work and live differently, even down to the way we talk to each other.


We want to learn more about how you want to talk to us, and what you want to be able to talk to us about. To say thanks for giving us your time, we'll also send you a £20 Amazon voucher.


We'll be carrying out the sessions over the next few weeks and you'll be able to tell us what time and day suits you when you sign up.


We're holding some online focus group sessions to learn as much as we can. These sessions will take place on Zoom. If you’re interested in having your say, sign up using the relevant online form below!

Essex & Suffolk Water
Continuous Customer Research and Participation
We talk to our customers all the time, using various research methods.


We work with independent research agencies that help us to understand the views of customers and other stakeholders in a balanced way.


Our continuous conversations with our customers help us understand:

  • The standards customers expect of us
  • What improvements customers want us to make (and how), and
  • What customers think is most important.


We strive to understand all our many different types of customers, including future generations, and especially customers whose circumstances could make them vulnerable.


If you are invited to take part in our customer research, please get involved. We really value everyone’s views, and the experience is usually interesting and fun. We work to the Market Research Society Code of Conduct, which means that all your views are confidential.

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