Northumbrian 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 the most trusted water company in England and Wales, according to the latest Water Matters survey from the Consumer Council for Water (CCW) and 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 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 Northumbrian Water customers also rated the company highly for fairness and affordability, as well as care about the service given to customers.
The company, which provides water and sewerage services to 2.7 million customers across the region, was ranked as the most trusted water and sewerage company, with a score significantly above the industry average.
Other results show the company has performed strongly across the services its customers rely on every day, including the reliability of water supply and the effectiveness of the sewerage system.
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."
Mike Keil, Chief Executive of the Consumer Council for Water (CCW), said: "Northumbrian Water’s customers have rated it as the most trusted water company in England and Wales and it is one of only three companies to have improved its rating two years running. Its performance underlines what is possible when a water company is committed and focused on improving the things that matter most to its customers."
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.