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.


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.

We are a customer focused organisation made up of people who are passionate about the provision of a safe and reliable water service to our customers.

We have been working hard to deliver our 2020-25 targets but have faced unprecedented challenges. The start of the 2020-25 period coincided almost exactly with the start of the COVID-19 pandemic, which brought new operational challenges. These challenges have impacted our service and affected customer experiences.

For three consecutive years, we have outperformed our targets for taste and odour tap water and appearance of tap water as well as industry averages in CRI (water quality) and remained within acceptable limits for the most recent two years. Although we experienced a setback in meeting our leakage target last year, we have achieved it for the past fifteen years. Additionally, we have observed a seven per cent average annual increase in mains repairs over the past three years, falling below the industry median of 11 per cent.

We write this plan on the back of enduring a particularly difficult year in 2022-23, marked by extreme weather events. That caused significant ground movement, leading to major network failures and smaller leaks. We have developed a set of actions to help improve performance in the following five performance commitments:

  • Customer Satisfaction (C-Mex)
  • Mains repairs
  • Per Capita Consumption
  • Leakage
  • Supply interruptions

During the writing of this plan Ofwat has initiated an enforcement case concerning our supply interruption performance, and the Drinking Water Inspectorate (DWI) has issued a draft undertaking. As we continue discussing with both parties, the subsequent program is subject to change. Ofwat requests that we deliver quarterly updates on our progress in addressing the actions detailed in this report and share these updates with stakeholders and customers. Our Board and Executive will evaluate these reports and rectify any deviations from our set goals.

We have long advocated for increased investment in our network infrastructure to improve resilience against extreme weather events. In pursuit of this goal, we have taken steps during this present period to strengthen our network resilience.

To read our full Service Commitment Plan click here.