Essex and Suffolk Water’s excellent customer care has just been recognised as the best in the whole water industry after receiving two top accolades.
The company has been announced as a top performing water company in England and Wales, according to the latest Water Matters survey from the Consumer Council for Water (CCW) and as part of Northumbrian Water Group it has been ranked top in the country for Customer Satisfaction and Customer Experience in Ofwat’s industry-wide customer satisfaction (C-Mex) league table for 2025-26.
Northumbrian Water Group is the only water company to have topped Ofwat’s C-MeX table for two years in a row. It is the third time in six years that the company has been number one in the country for customer satisfaction.
The latest results from the Water Matters survey by the Consumer Council for Water (CCW), show Essex & Suffolk Water as a top-performing water-only company, with special recognition for helping more vulnerable customers through its Priority Services Register.
The register gives additional support to those customers who might need it due to age, disability, mobility issues, illness, medical condition, mental health, life changes, communication needs, or have children under five.
The survey also revealed the company, which provides water-only services to 2.1 million customers across Essex, Suffolk, Norfolk and East London, was significantly above the industry average for water supply and among the top companies for trust. It was also above average for value for money, fairness and affordability, and care about the service given to customers.
Louise Hunter, Director of Customer and Corporate Services at Northumbrian Water, said: “It is fantastic that the care and dedication our people give to our customers has been recognised by two separate accolades.
“We deliver an essential service to our customers and we take our responsibility very seriously. Every day, our teams work hard to provide reliable and high quality services, support customers who may need extra help, and do the right thing for the communities we serve.
“Our colleagues are customers too - they live here, raise their families here, and care deeply about the service we provide to communities across our operating area. And this comes through strongly in the customer experience we deliver.
“We know there is always more to do, and we remain focused on continuing to improve services, investing in infrastructure, supporting customers who need extra help, and delivering on our long-term commitments to customers, communities and the environment.”
Andrew Hunter, Chairman of Northumbrian Water Group Limited and Co-Managing Director of CKI said: "These results demonstrate our commitment to making sure we do the right things to ensure that we deliver an outstanding service to our customers.
“The Board and I are delighted that our customer focused value is firmly embedded throughout Northumbrian Water's activities, resulting in the company consistently achieving the top industry position in this area."
CCW (Consumer Council for Water) is the independent body that represents water and sewerage consumers. It’s annual Water Matters survey tracks customers’ views on the services provided by water companies across England and Wales. To see the full report, click here.
To find out more about the priority Services register and how you can sign up, please visit our website: Priority Services