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Have your say on Water

South East Water is encouraging its customers to play a part in helping shape the future of its digital-led customer service and water bills.

It has just issued 50,000 surveys to customers across parts of Kent, Sussex, Hampshire, Surrey and Berkshire, while also placing the same questionnaire on its website www.southeastwater.co.uk/survey for people to fill in online.

The water firm is asking 10 key questions, including about customers’ overall satisfaction with the service they receive, and whether they would expect to use digital technology – such as live web-chats, smart phones or social media – to get information or advice from South East Water.

It also wants to know customers’ preferences for how any increases or decreases in their future water bills should be applied.

The research findings are important as South East Water is currently preparing its next five-year business plan, for the period 2015 to 2020. That plan will determine the level of investment that needs to be made in water supply infrastructure, and how much water bills will need to be to help fund that investment.

David Hinton, Asset and Regulation Director, said: “Our regular surveys help put customers centre stage when it comes to our decision-making processes, whether that’s testing their views of our current or future services, or asking how we should apply any increases or decreases in their future water bills.

“This information is crucial as we are currently preparing our next five-year business plan, and so our regular surveys help us build up a complete, customer-focussed picture for that plan.”

A new innovation for the business plan process is the creation of an independently- chaired Customer Challenge Group, made up of water regulators, household and business customer representatives and key stakeholders.

The Group, which was formed in April 2012, will scrutinise and challenge South East Water’s five-year business plan, and ensure customers’ views have been taken into account.

It is chaired by Roger Darlington, who has over 30 years’ experience in regulated utilities including telecommunications, post, gas and electricity.

Customers can find out more information about the independent group representing their interests at www.southeastwater.co.uk/customerchallengegroup

Article posted on: 02 August 2013

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