Business Stream has published its first annual progress report for its Customer Care Charter, outlining progress on service standards, customer satisfaction and sustainability performance.
The UK water retailer introduced the Charter in 2025 after colleague and customer engagement. It sets out 12 commitments across four areas: Simple and Easy, Trust, Experience and Expertise, and Care.
Customer Care Charter progress reported
Business Stream said it has met 20 of the 30 measures established to track progress during the Charter’s first year, with a further six measures in progress.
The company said the report is intended to provide greater transparency on customer service performance and identify areas for further improvement.
Further details on the Charter are available through Business Stream’s Customer Care Charter page.
Business Stream highlights customer satisfaction
Among the milestones reported, Business Stream said it achieved a 91% customer satisfaction score and maintained its ‘Excellent’ Trustpilot rating.
The company is also rolling out its live webchat service to customers and has made improvements to its My Business Stream digital portal, allowing customers to manage their water use online.
The Charter was introduced to support improvements in areas including contact channels, customer experience, transparency and service accessibility.
Water efficiency and sustainability performance
Business Stream said its sustainability and water efficiency work has also contributed to progress during the Charter’s first year.
Since 2020, the company said it has helped customers save 7.9 billion litres of water and delivered more than £15 million in water and energy efficiency savings through data analytics, water efficiency services and smart reporting tools.
The report also highlights more than 1,000 community support hours and a 66% reduction in emissions against the company’s 2018-19 base year, including a 7% reduction achieved in 2025-26.
Customer insight shapes service improvements
Jo Mayes, Customer Services Director at Business Stream, said: “As a customer-centric business, we wanted our Charter to be much more than a set of promises. From the outset, our aim was to create a framework that genuinely helps hold us to account, drives continuous improvement and provides greater transparency around the service we deliver.
“This first annual report demonstrates the progress we’ve made across a wide range of areas, while also helping us identify where we can continue to improve and evolve our services in line with customers’ needs.”
Business Stream said customer insight has played a central role in shaping the Charter and the improvements delivered during its first year.
Business Stream operates in the UK retail water market
Business Stream is a wholly owned subsidiary of Scottish Water, with its own board and independent management team.
The company serves more than 300,000 customers across the UK and employs around 320 colleagues.
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