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.

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Number of pollution incidents (category 1 - 2)
Number of breaches of abstraction licences, environmental discharge consents
Renewable energy measures
Natural capital accounting
Support the tap water refill campaign to reduce plastic bottled water
Engaging and working with abstractors to improve catchment resilience to low flows
Bespoke Abstraction Incentive Mechanism (AIM)
Greenhouse gas emissions
Delivery of Water Industry National Environment Programme (WINEP)
Water Industry National Environment Programme
Protecting wildlife and increasing biodiversity
Engaging and working with landowners
Case studies

People

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.

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We are compliant with health and safety regulations
Ensure fair pay, reward and recognition for all our employees
Improving Health, Safety and Wellbeing of our people and communities
Case studies

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:

Winners

Utility Week Awards:

  • Joint winners of the Customer Vulnerability Award for Home and Well, a countrywide partnership which supports vulnerable people and those with health needs that helps people stay living in their homes.

Credit Awards:

  • Vulnerable Customer Strategy of the Year

Kent and Medway Workplace Wellbeing Awards:

  • Awarded ‘Gold’ for demonstrating our commitment to the health and wellbeing of our colleagues.

We were also pleased to be named as finalists in a number of other awards over the year:

Water Industry Awards:

  • Digitalisation Project of the Year

PRCA UK Awards:

  • Purpose Award (in-house) – Co-creating our 25-Year Environment Plan

Credit Awards:

  • Utilities and Telecoms Team of the Year

Accreditation

BSI: 18477

We continue to assess ourselves against industry best practices and are proud to have been one of the first nine organisations to pilot the new BS ISO 22458 Inclusive Service Kitemark in recognition of our commitment to supporting vulnerable customers. We continue to work with BSI on supporting our vulnerable customers.

Kent and Medway Workplace Wellbeing Award

We are proud to have been awarded ‘Gold’ in the 2022 Kent and Medway Workplace Wellbeing awards. This award was achieved by demonstrating our commitment to the health and wellbeing of our workforce with our supportive and productive environment where employees can flourish whilst meeting best practice standards.

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, significantly higher than the national living wage.

Institute of Customer Services ServiceMark

We are just one of 70 organisations – 20 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.