Thriving environment

Our business is intrinsically linked to the environment as we rely on it for our raw product, water. For this reason we do all we can to ensure there is a clean, resilient and sustainable supply available for current and future water customers whilst ensuring there is enough water available to support the needs of the environment too. Click 'Discover More' to find out more from our Head of Environment, Emma Goddard.

Low carbon sustainable business

We’re committed to playing our part to tackle the causes of climate change and transitioning to low-carbon operations, achieving net zero by 2030. Click ‘Discover more’ to find out more from our Carbon Strategy and Economic Manager, Matt Hersey.

Securing the future of water

Resilient water resources are needed to ensure we have enough water to supply our customers into the future, while ensuring enough remains in the environment so habitats can thrive. Click ‘Discover more’ to find out more from our Head of Water Resources, Nick Price.

Future ready business

Our people are dedicated to providing you with the best service possible, whether they’re out in the field searching for leaks, managing our operational sites, testing the quality of your water or answering your queries. Each and every person within the business is dedicated to delivering you the safe reliable tap water supply you expect. Click 'Discover more' to find out more from our Head of HR, Sian Jenkins.

Awards

We are proud of the work we do to drive change and innovation within the industry. We were pleased to have won and be named as finalists in a number of awards over the year:

Winner

Collaboration Network

  • A key member of our Customer Experience team received a Special Recognition Award for her work supporting Demelza Hospice.

Finalists

Water Industry Achievement Awards 2024:

  • Customer initiative of the year for our AquAlerter platform

Collaboration Network:

  • Customer Service Improvement Award category for the 2024 Collaboration Network Awards for AquAleter
  • Customer Service Improvement Award category for vulnerability

Accreditation

5% Club

We’re proud to have been awarded Gold accredited membership as part of The 5% Club’s 2024-25 Employer Audit Scheme.

The 5% Club is a group of employers working to drive ‘earn and learn’ skills training opportunities through initiatives such as apprenticeships.

Its Employer Audit rigorously assessed our efforts, future ambitions, commitment to social mobility, diversity, and inclusion.

We employed 64 apprentices in 2024 (including 51 at Level 3, and 13 at Levels 4-7), which means six per cent of our workforce are in ‘earn and learn’ roles, 60 per cent of our apprentices completed their apprenticeships successfully and 66 per cent went on to further employment. We recruited 33 apprentices in 2023-2024 and plan to recruit 30 apprentices in 2024-2025.

Gaining Gold status shows our dedication to nurturing the growth and development of our workforce.

BSI Kitemark: BS ISO 22458 

Our commitment to providing excellent services for our vulnerable customers has been recognised once again with a prestigious BSI Kitemark certification. The award of the gold-standard, internationally recognised Kitemark, came after a rigorous and thorough assessment by the British Standards Institution in January 2025.

We remain proud to be one of the first nine organisations to receive and pilot the BS ISO 22458 Inclusive Service Kitemark in recognition of our commitment to supporting vulnerable customers.

Waterwise Water Efficiency Checkmark 

We’re delighted that our head office in Snodland, Kent has been granted Waterwise’s Water Efficiency Checkmark Award.

The organisation recognised the work the business has done to ensure the site is as water efficient as possible, as well as our plans for further improvement.

Waterwise also commended us on the water efficiency training staff receive when joining the business and the devices provided to staff so they can ensure their homes are as water efficient as possible too.

Living Wage employer 

We were the first water company to become accredited as a Living Wage Employer in 2014 and continue to ensure everyone receives a minimum hourly Real Living Wage.

Institute of Customer Services ServiceMark 

We are just one of 70 organisations, and one of only 22 with distinction, who currently hold this accreditation.

The Institute’s ServiceMark, a national independently run standard, has recognised our achievement in customer service and our commitment to upholding service standards.

It is awarded based on customer satisfaction feedback and an assessment of employee engagement with customer service strategy.