For many of our customers their water bill is the only communication they receive from us so making sure our bills are clear and easy to understand is vital.
In 2007 we carried out extensive research to try to find out what information our customers wanted us to include on their bill and how they wanted it to be
presented. They told us that they wanted bills that:
- were easy to understand
- explained what they needed to pay and when
- gave them advice and tips on how to save water, and
- included information on to contact us
We used the customer comments to help us redesign our water bill and tested the new design on 300,000 of our customers in September 2007. We also sent our new bill to the Consumer Council for Water for its comments.
Key features of the new bill are:
- obvious United Utilities branding
- a simple statement style with clear instructions on what and when to pay
- help and tips on saving water and on the different payment options
- contact details
Customer feedback has been very positive so far. In a recent survey of our unmetered customers, who have already received their bill, 80 per cent of those asked said that the new bill was clearer and easier to understand.
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