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You said, South Staffs Water did

The H2Online Community launched in November 2019 as a new way for you and other South Staffs Water customers to get involved with shaping the future of your water services.

It was created and continues to run as a place for you to:

  • provide feedback and share your thoughts on a range of important water related topics. The Community is independently run and moderated by the expert researchers at Explain, to provide a safe place for members to communicate with the company and each other;
  • be more actively involved in helping to improve water services for yourselves and your local communities;
  • learn more about how South Staffs Water’s services work and the challenges the company currently faces and may face in the future;
  • hear about how your views are having an impact on improving the service the company provides.

The infographics below share how South Staffs Water is using H2Online members' feedback. They have been developed over time based on feedback from members at the level of detail you’ve told us you want to see and how you want the feedback to be presented. Please do get in touch with the moderators (at if you have any suggestions about how the infographics can be improved so South Staffs Water can best show how members’ feedback is making a real difference.

There are a wide range of views put forward by members, which are all considered when making decisions about what to do next. Every comment, vote, and piece of survey feedback is read by the teams. South Staffs Water wants to make members aware that there is a difference between the “quick win” service improvements they put in place following feedback from H2Online members, and the longer-term strategic plans they have. Major policy decisions are not made without extensive engagement through research studies with thousands of customers and comparisons of customers’ views and preferences from a range of other ongoing studies, including H2Online feedback. The business also regularly reviews the findings from industry wide studies and collaborates with a range of organisations, both in and outside of the water industry. All feedback and insight is reviewed by experts from across the business as well as the board, before any major decisions are made that impact on their service and their customers’ bills.

One year summary

October 2020