At Business Stream, we’re committed to getting things right – like providing you with an accurate bill, and friendly, expert customer service. But we’re also committed to doing much more. As your trusted partner we’ll support you to reduce your water consumption and make savings. And we’re committed to focusing on continuous improvement and continuing to invest in enhancements and efficiencies – driving down costs so that we can pass those savings on to you in the form of discounts, offers or customer service enhancements. And through our 12 commitments, we are working hard to make a positive difference to you and your business, every day.
These 12 commitments have been developed in response to colleague and customer research*. We’ll report on our progress annually to keep you updated and to hold ourselves to account. We’ll also review these commitments every year to make sure they still respond to what matters the most to our customers.
- We’ll provide a wide choice of contact channels so you can reach us at a time that suits you, like 24/7 access to our online service portal My Business Stream, extended customer service opening hours (8:30am - 5:30pm) with our water experts, access to live webchat, and an out-of-hours emergency contact support service
- We’ll answer 95% of calls within 80 seconds or less, and if we can't, you'll have the option to request a same day call back.
- We’ll always aim to resolve your enquiry at first point of contact but if your query is more complex and we need to liaise with external partners, our water experts will make sure you're aware of what's happening and give you an expected timeline for resolution.
- We'll provide a team of friendly UK-based water experts for you to speak to, who understand your local water needs and the UK water market
- We'll continue to invest in water efficiency services, solutions and data analytics to deliver savings and provide every customer with access to reports and insights to help track water consumption and carbon use
- We'll continue to advocate for UK water market improvements that deliver benefits to our customers through strong representation on industry forums and boards.
- Using your feedback, we'll continue to enhance our customer experience, consistently achieving more than 90% customer satisfaction score, and an excellent Trustpilot rating.
- When customer experiencing financial difficulty get in touch, we'll proactively help everyone, supporting 90% of customers who fall into debt back into credit within 18 months.
- We’ll work in partnership with our customers and never make assumptions about your business and water needs. We’ll actively listen to and engage with our customers, through regular customers surveys, focus groups and real time feedback, to understand how we can help and to continuously improve our services and solutions.
- We'll ensure we're well placed to help any customer requiring additional support or in a vulnerable
situation. We’ll invest in our people, our processes and our partnerships and track our progress against externally verified best practice standards. - We'll take the time to understand our customers' needs, ensuring our service, propositions and communications are inclusive and accessible for every customer, like Braille bills and communications, a fully accessible website, and providing customer service expertise in at least five different languages.
- We care about the environment and supporting our local communities. We'll continue to reduce our emissions to meet our 2030 net zero target and we’ll provide over 1,000 volunteering hours per year to support community-led projects across the UK.
*Research conducted in 2024-25 included 52 externally facilitated in-depth interviews with customers, non-customers and colleagues; annual customer survey results; annual colleague engagement survey; and real-time customer feedback.