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 hear from our Head of Environment, Emma Goddard.

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 hear from our Head of HR, Sian Jenkins.

Last updated 08-07-21

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

Appearance of tap water graph

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 1.09 contacts per 1,000 customers, and if we outperform that target, we will receive a financial reward.

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

How have we performed?

During the 2020 calendar year we received 1.00 contacts per 1,000 customers resulting in a £0.085 million outperformance reward.

This good performance was due to:

  • Continued work to install new processes at our water treatment works
  • Training our people so when they make changes to the network it’s done in a calm way therefore not disturbing sediment deposits in the network
  • Flushing our water mains network which involves pushing water through our pipes quickly to draw out sediment deposits and clean the inside of our water mains

Impact of Covid-19

Increased demand due to the travel restrictions imposed resulted in an increase in customers contacting us about their supply which we believe is due to more people being at home throughout the day.

While we were able to undertake some water mains flushing during the year, due to the restrictions imposed by the pandemic the programme had to be significantly reduced.

Case Studies

Nine Mile Ride engineering scheme

Keeping customers satisfied during major engineering works

A £1.4 million investment into revamping the water network for thousands of residents in Berkshire saw more than 60 per cent of customers claim they were satisfied with our communication strategy.

Key worker

The challenges and consequences of the Covid-19 pandemic

The global Covid-19 pandemic presented many challenges but also a unique opportunity to adapt, change and modify practices across the business.

My account

Putting customers in full control

We place our customers’ priorities at the heart of what we do and this is why we’re constantly looking at ways to make accessing and managing bills and payment plans easier for them.

Sinkholes

Engineering excellence and agility brings sunken site back to life

In September 2020, the sudden appearance of sinkholes at one of our drinking water storage tanks in Kent triggered a chain of events and challenges which many across the business and beyond have not experienced before, and may never again.