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. Register here, it's quick and easy.

Calling all customers!

We want to deliver the best customer service possible and we can only do that by listening to you, our customer.


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


We want to learn more about how you want to talk to us, the topics that are important to you, and what you’d like to hear from us.


We’re holding online focus groups to learn as much as we can and these will take place on Zoom. If you’re interested in having your say, sign up by clicking here to fill in our online form.

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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