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.

Last updated 13-07-23

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 1.02 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 2022/23 we received 0.88 contacts per 1,000 customers. This resulted in a £0.056 million outperformance reward.

This good performance was due to:

  • Continued work to install new processes at our water treatment works
  • Training our team so when they make changes to the network it is done in a calm way and without disturbing certain sediment deposits within our network of underground pipes

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.

Case Studies

Ardingly Drought

Record-breaking heatwave and drought

The drought and heatwave that affected the south east of England, the country, Europe (and the USA and China) in summer 2022 were exceptional.

Water bottle station

Supply issues across the South East

Water bottle station

Cockhaise Farm

Grant-funded investments to reduce pressure of drought

Grant-funded investments to reduce pressure of drought