Customer experience enhancements, investments and improving customer processes
Jason Scagell, Chief Executive of Water Plus, the water retailer providing services for the largest number of customer supply points, said: “Our teams are driving customer experience enhancements and improvements in customer processes, as CCW recognised in its latest report - and with the additional investment we've made at Water Plus, we're working to further reduce the chance of a complaint, wherever we can.
"Alongside more than 70% of customers scoring Water Plus as 5 out of 5, in independent surveys on satisfaction in 2025, our teams are continuing to drive water-savings at scale for businesses and other sites in England and Scotland, including a 42% water saving at a site this year.
"And more of our team are visiting customer sites, including reviewing water use approaches and identifying efficiency opportunities with water and trade effluent, through improving data analysis and customer engagement."
"We're also seeing great results for customers from the collaborative engagement with wholesalers, with joint site visits and regular calls on important issues we can work together on," Jason Scagell added.
Businesses and public sector sites are moving back to Water Plus, in 2025, in increased numbers, recognising the service enhancements and improvements it’s making. More than 1,200 sites signed up with Water Plus in 2025, including new customers and customers returning to Water Plus.
Water Plus further invested in its operations, with a move to a new main office in February 2025, so teams can work more effectively together to deliver greater benefits and experiences for customers. It also has won a UK Customer Satisfaction Award in 2025 - the only water retailer to win the award, from best practice leaders the Institute of Customer Service.
Water Plus provides a comprehensive range of services for more than 700,000 customer supply points in Scotland and in England.
It’s driving efficiencies and enhancements for customers in 2025, as the company welcome new and returning customers - while more of its teams gain National Qualifications in Customer Service, as part of its customer-centric approach.
Enhanced and improved reporting around water consumption is also allowing greater data analysis opportunities for bigger water and energy users. This has seen a £21k saving on water costs, identified by a Key Account Manager at Water Plus, in a 200-site review, in 2025, in its action to support customers.
More examples of ways Water Plus is helping customers - and more free insight and advice on turning water scarcity and rising cost challenges into opportunities - can be found in this latest blog: www.water-plus.co.uk/news/net-zero-and-water-scarcity-turning-evolving-challenges-into-opportunities/ - and at: www.water-plus.co.uk/better-ways-with-water .
Additional information:
The CCW report, published in July 2025, states Water Plus is "trending in the right direction" and has brought in new processes around customer contact and engagement.
42.5% water-saving delivered at a site in 2025, on average daily water use, tracked by a data logger on a water meter, after water efficiency devices were installed. Saving tracked between February and March 2025. It means an estimated £13.4k saving in wholesaler charges from estimated reduced water use across 12 months, from the devices installed through Water Plus.
Wholesaler costs make up 90%, on average, of business and public sector water bills, which is why looking at how to drive down that part of the bill is important.
More than 3,600 businesses and public sector sites are also saving money and using less water in 2025, after a Water Plus customer engagement programme, in collaboration with a water wholesaler.
72.7% of customers completing monthly surveys in 2025, by an independent company, scored Water Plus 5 out of 5 for general satisfaction, the highest score on the survey. In total, 884 surveys were completed by customers, from January 2025 to June 2025, who contacted Water Plus by phone.