CCWater Research Report Water Matters Summary of Research Findings for Essex & Suffolk Water

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1 Only significant trends or year on year changes are noted as comments or points. Where there are no comments, the trend and change since last year are stable. Satisfaction with water services 93% 95% 91% 91% 92% Overall, satisfied with their 88% to 98% water supply (Sample size: 150) 2 Average: 93% Satisfaction with value for money Satisfied with value for money of water services (Sample size: 147) 73% 66% 72% 75% 70% Views on fairness and affordability of charges 78% 73% 78% 75% 70% Agree their water charges are affordable (Sample size: 146) 70% to 88% Average: 79% 73% to 85% Average: 79% Agree that total water and sewerage charges are affordable (Sample size: 139) 3 Agree that charges are fair (Sample size: 140) Integrity 73% 78% 73% 73% 55% 58% 63% 58% 72% to 85% Average: 77% 57% to 75% Average: 62% Agree their water company cares about the service they provide to (Sample size: 143) Trust their water company (mean score where 10 is trust completely and 1 is do not trust at all) (Sample size: 147) 67% 66% 68% 67% 66% Awareness of consumer rights and responsibilities 80% Likely to contact company 71% 69% 74% 76% if worried about paying bill (Sample size: 141) 66% to 84% Average: 71% 7.22 to 8.33 Average: % to 80% Average: 73% Page 1 of 7

2 52% 67% 70% 63% 75% Aware of free water meter 59% to 75% scheme (Sample size: 71*) 4 Average: 65% An upward trend in awareness since 2011 and a significant increase from 2014 to 2015 Aware of 24 month trial period for water meters fitted at customer request (Sample size: 71*) 4 26% 33% 32% 30% 23% 20% to 36% Average: 26% Aware of, or on WaterSure tariff (Sample size: 150*) Awareness of other company specific social tariff schemes (Sample size: 150*) 3 7% 12% 13% 9% 7% 5% 1% 1% 2% to 15% Average: 6% 1% to 7% Average: 4% 23% Aware of surface water 13% 15% 10% to 38% drainage rebate (Sample size: 150*) 3 Average: 21% Aware of Special 23% 30% 31% 50% 54% 46% to 59% Assistance services (Sample size: 150*) 5 Average: 52% 46% 45% 46% 48% 42% Aware of Guaranteed Standards Scheme (Sample size: 150*) Satisfaction with and views on contact experiences 36% to 57% Average: 49% An upward trend in awareness since 2013 Contacted water company with a query in last 12 months (Sample size: 150*) 10% 13% 18% 17% 15% 10% to 22% Average: 15% Reason for contacting water company was to complain (Sample size: 22 who made contact) 4% 1% 10% 8% 5% 0% to 12% Average: 5% Caution low base Page 2 of 7

3 Had reason to complain 5% 1% 5% 0% to 8% and didn t (Sample size: 149) 3 Average: 4% Overall, satisfied with the way their query was handled (Sample size: 22 who made contact) 77% 72% 82% 68% 91% 68% to 100% Average: 85% Caution low base size Took more effort than expected to get query answered (Sample size: 22 who made contact) 3 Water on tap 24% 9% 7% to 38% Average: 18% Caution low base size Satisfied with colour and appearance of tap water (Sample size: 149) 90% 95% 94% 93% 92% 89% to 97% Average: 93% Satisfied with taste and smell (Sample size: 147) 87% 90% 92% 89% 86% 80% to 93% Average: 86% Satisfied with hardness/softness (Sample size: 139) 56% 49% 59% 64% 58% 51% to 89% Average: 60% 91% 93% 94% 94% 90% Satisfied with safety (Sample size: 147) 99% 96% 97% 97% 99% 90% to 97% Average: 94% Satisfied with reliability of supply (Sample size: 148) 95% to 99% Average: 98% Satisfied with water pressure (Sample size: 149) 90% 88% 91% 91% 85% 83% to 96% Average: 88% Page 3 of 7

4 Homeowner awareness of their responsibility for maintaining water supply pipes within their property boundary (Sample size: 116*) 6 77% 78% 76% 82% 86% 67% to 88% Average: 81% Likelihood to recommend as a provider of water services (NPS score) Extremely likely to 43% recommend Essex & 36% 32% to 58% Suffolk water to friends & Average: 41% family as a provider (Sample size: 137) 3,7 Upward trend in awareness since 2011 Speaking up for consumers views on: Agree that having a consumer body that represents your interests is absolutely essential (Sample size: 145) Agree that having a consumer body that represents your interests is very or fairly important (Sample size: 145) Satisfied that cost of 21 pence a year per household for a consumer body is value for money (Sample size: 141) 3 24% 32% 22% 28% 28% 67% 58% 71% 66% 68% 86% 83% 21% to 33% Average: 27% 59% to 73% Average: 67% 81% to 90% Average: 86% Page 4 of 7

5 sewerage services are provided by Thames Water (22 respondents) or Anglian Water (119 respondents) 8 Results for sewerage suppliers for Essex & Satisfaction with sewerage services 91% Overall, satisfied with 85% 88% 91% 86% their sewerage services (Sample size: 140) Satisfaction with value for money Satisfied with value for money of sewerage services (Sample size: 140) Views on affordability of charges Agree sewerage charges are affordable (Sample size: 138) A sustainable, resilient sewerage system Correctly identify items 86% 73% 67% 77% 89% that should not be disposed of down the toilet, sink or drain (Sample size: 150*) 9 Satisfied with sewerage company actions to reduce smells from sewage treatment works (Sample size: 100) Satisfied with maintenance of sewer pipes & treatment works (Sample size: 108) Satisfied with company cleaning of waste water before releasing it back into the environment (Sample size: 89) 69% 61% 71% 74% 70% 76% 68% 73% 80% 75% 77% 72% 70% 77% 76% 82% 77% 73% 84% 88% 87% 79% 80% 85% 77% 87% to 95% Average: 91% 67% to 86% Average: 76% 71% to 87% Average: 78% 83% to 90% Average: 87% 75% to 88% Average: 79% 81% to 92% Average: 85% 77% to 93% Average: 86% A significant increase from 2014 to 2015 Page 5 of 7

6 Results for sewerage suppliers for Essex & Satisfied with sewerage company actions to minimise sewer flooding (Sample size: 101) Homeowners aware that sewerage company is responsible for maintaining shared sewerage pipes/drains (Sample size: 110*) 6 84% 71% 71% 83% 79% 31% 27% 28% 29% 28% 75% to 91% Average: 83% 23% to 47% Average: 31% Likelihood to recommend as a provider of sewerage services Extremely likely to 41% 36% recommend sewerage 30% to 53% company to friends and Average: 39% family as a provider (Sample size: 131) 3,7 Page 6 of 7

7 Sample Profile Regional sample profile for (Sample size: 150) Gender Male 51% Female 49% Age % % % % % SEC Higher managerial, administrative & professional occupations 43% Intermediate occupations 25% Routine & manual occupations 23% Never worked and long-term unemployed/ Full-time students 9% Water meter Proportion having a water meter 52% Quotas were set for each company to try and ensure that the number of interviews achieved were within ± 5% of 2011 census data figures for the region. Given the results of a nationally representative omnibus survey commissioned by DJS Research and CCWater in 2014, adjustments were made to the lower age range and student SEC to take into account significantly lower proportions of bill payers. Statistical reliability on sample size of 150 is ±4.8% at 10%/90%, ±7.4% at 30%/70% and ±8.0% at 50%. 1 Average (mean) proportion for all WoCs based on weighted data. All other data is unweighted 2 Sample size excludes don t knows unless followed by an asterisk * 3 Question not asked in all years. 4 Question filtered on unmetered households as per the main report. 5 Question wording changed in Question filtered on homeowners as per the main report. 7 Extremely likely to recommend is based on the proportion of scoring 9 or There was no differentiation between sewerage suppliers. 9 Tissues (eg. Kleenex) removed from the prompted list in Previous years results have been recalculated based on respondents only mentioning tissues and nothing else being reallocated as none of these. Page 7 of 7