Our price

We recognise the impact that rising prices have had on our customers and we seek to optimise the charges that you face on your bills. Our prices are consistently lower than those charged by the water company that has historically delivered water and sewerage services to the area you live in. In fact, when compared to this water company, we provide a discount of 2.5% on the volumes of water that you consume. We also provide a discount of £3.50 to our customers that pay by direct debit and a further discount of £1.50 if you use our e-billing services.

Our social tariffs

We understand the stress and worry that can result where you experience difficulties paying your bill and we want to support you where we can. If you find yourself in financial difficulties, we may be able to offer you a social tariff that will reduce the cost of your bill. We match the social tariff that is offered by the water company that has historically delivered water and sewerage services to the area you live in. We also offer WaterSure and WaterDirect products. Please contact us if you think you might qualify for one of these tariffs.

Debt matching

We understand that once customers get into debt, it can be difficult for them to work their way out. As a result, we offer a debt-matching scheme. Under the scheme, we engage customers that are experiencing financial difficulties that have led to them accruing debt, seek to understand how much they can afford to pay and then offer to match these payments. Please contact us if you think you might qualify for this scheme.

Data sharing

We know that times are tough with the ongoing cost of living crisis, so we are making every effort to help our customers save money. To this end, we have undertaken a data sharing agreement with the DWP, so that we can streamline the application process for WaterSure.

Our speed in responding to calls

We understand how frustrating it can be when you experience an issue with your water service and are left on hold for extended periods. We prioritise a speedy response to the calls we receive; and last year we were successful in answering 93% of all calls that came through to our contact centre, with 72.42% of these calls answered within 20 seconds.

Our speed in responding to webchats

We understand that the benefit of webchat is the convenience that it provides in terms of fitting in with your day-to-day lives and that you therefore want a prompt response to any issues you raise. Last year we were successful in answering 91.66% of all webchat requests that came through to our contact centre, with 89.58% of these webchat requests answered within 30 seconds.

Levels of customer service

We are continually seeking feedback from our customers about the service they receive from us, and therefore proactively contact them to better understand their experiences of dealing with IWNL. A common way to measure levels of customer satisfaction is the net promoter score (NPS). The NPS measures the results of one survey question: “How likely would you be to recommend this company to a friend or colleague?” Our NPS score last year was 39. To put this into context, Octopus energy which is known for good customer service has reported an NPS score of 25.

Customer complaints

A customer complaint is any inbound contact from a customer that expresses or implies dissatisfaction. We work hard to provide a good service to our customers to minimise any dissatisfaction and potential complaints. We were able, during 2025-26, to decrease the number of customer complaints we received from 40 per 10,000 customers to 35 per 10,000 customers. To put this into context, Hafren Dyfrdwy received the lowest number of complaints, at 21 per 10,000 customers while Thames Water received the highest at 1115 per 10,000 customers.

Services we offer to vulnerable customers

We understand some of the challenges that customers face where they find themselves in a position of vulnerability. Where we can, we want to help to alleviate issues that our customers face and we have put in place a vulnerable customer strategy that presents an overview of the services we currently provide as well as those that we plan to offer in the future. A key element of this strategy is our priority services register (PSR). Where customers are dealing with a vulnerability they can request to be placed on the PSR and their needs will be prioritised if we unexpectedly lose supply.

Our response when customers unexpectedly lose supply

As far as possible, we strive to avoid any possible loss of water supply to our customers. However, incidents can happen on our network or on the network of other water companies that we are connected to e.g. a water main can burst. Where these types of incidents occur, we work hard to reinstate supplies of water as soon as possible. Last year we reported fourteen interruptions to customer water supplies that lasted longer than 24 hours and most of these (78.6%) were caused by issues on the networks of other water companies that we are connected to.

Our response to service issues

We work hard to provide a good experience for our customers but there are instances where things go wrong. For example, in extenuating circumstances:

• we may be unable to make a scheduled customer appointment,
• we may not adequately respond to a customer complaint,
• there may be a loss of supply to our customers,
• our customer may experience issues with water their pressure; or
• our customers may experience flooding from sewers.

In each such instance, customers are eligible to a compensation payment to provide recompense for the inconvenience caused to them. Last year, we proactively provided our customers with over £300,000 of compensation payments and this was mainly driven by the number

Our leakage performance

Unfortunately, some level of water will always leak from our network and while this may not seem important from a customer perspective, your bills will ultimately by impacted by any increase in leakage. Last year we lost 63.01 litres per customer per day from the network.

While this may sound a lot, it is significantly lower than the industry average of 109 litres per customer per day. We will continue to work hard to identify, fix and therefore minimise leaks from our network.

The quality of our water

The maintenance of safe and high-quality drinking water is our most important regulatory obligation. To meet this obligation, we regularly collect samples to test the quality of our water and, in fact, will carry out proportionately more sampling than many other water companies.

Customer consumption

While we are committed to ensuring that our customers have adequate supplies of water to support their day-to-day lives, water is a scarce resource, and it is therefore important to use it efficiently. To understand how companies are performing in terms of the efficient use of water we measure the number of litres that each of our customers consumes per day.

In 2025-26, our customers consumed an average of 97.5 litres per person per day which compares favourably with the industry average of 137 litres per person per day.