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.

Last updated 08-07-25

Appearance of tap water graph

It is important that you receive crystal clear drinking water each time you turn on the tap.

One of the ways we monitor whether that’s happening is to record the number of times we’re contacted with concerns about how the water looks.

Using previous results as a baseline, our target is to receive less than 0.79 contacts per 1,000 customers, and if we outperform that target, we will receive an outperformance payment.

Unlike many other measures we report against, the lower the score the better.

How have we performed?

During 2024/25 we had a contact rate 0.921 contacts per 1,000 customers. This resulted in a £0.289 million under performance payment.

To improve this score over the next 12 months we will be increasing our flushing programme and target investment in our treatment works to improve and optimise performance.

Case Studies

Stakeholders at the scheme briefing

New £12 million pipeline to improve resilience

Inside our new water treatment works

Our new £39 million Kent treatment works

Customers listening to a water treatment works tour

Giving customers a sneak peak behind-the-scenes

Bottled water being handed out

Vulnerable customers at the heart of new emergency plans in the Wealden

A couple looking through a magazine in a garden

Recognition for putting vulnerable customers first