Yorkshire Water – first UK water company to use data-sharing, halves litigation costs and improves customer satisfaction

Yorkshire Water currently has 2.1 million domestic customers and oversees 62,000 miles of water and sewerage mains. The company manages the collection, treatment and distribution of water across Yorkshire, supplying around 1.24 billion litres of drinking water every day.

Its sister company Loop Customer Management supports the provision of services through call centres, as well as the billing and collection of income and helping the business engage responsibly with customers and provide excellence in the provision of customer service.

As part of its long term vision Yorkshire Water seeks to:

  • Act as a trusted company – ensure that its products, services and promises are trusted by all its stakeholders now and in the future
  • Maintain strong financial foundations – deliver services to customers at a price they are willing and able to pay, while providing investors with returns that attract long-term investment.

Jonathan Harding, Yorkshire Water’s Head of Customer Service said: “Data-sharing has enabled us to analyse the needs of, and communicate with, vulnerable groups of customers. We are also able to up-sell the advantages of direct debit to give many more customers an easier, more flexible payment channel, while improving our cash flow.”

Although provision of water supply and sewerage services are mandatory for the vast majority of homes, payment of utilities bills may not always regarded as a priority by some households.

But Yorkshire Water was aware of its obligations to provide services to all sections of society and could not simply adopt commercial decisioning in the same way that financial services firms do – by selecting the best customers to acquire.

Yorkshire Water created a holistic, customer-friendly approach to the management of customers which has helped it achieve the lowest collections cost across the UK’s water industry.

Its ‘Treating Customers Fairly’ initiative has enabled it identify vulnerable customers and immediately slash the number of legal claims by half. The full case study can be viewed by clicking here.

To find out more about our work with the utilities sector, please click here.