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.


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 06-07-21

We see ourselves as guardians of the environment and a key part of that is maintaining and enhancing the natural world around us.

Every day we strike that delicate balance of only taking the water we need while also leaving plenty so the environment can continue to thrive.

The Abstraction Incentive Mechanism (AIM) encourages water companies to reduce the environmental impact abstraction has in environmentally sensitive areas during periods of low surface water flow.

There are three points where we abstract water from rivers which are in environmentally sensitive areas – Kingston and Charing in Kent as well as and Itchel in Hampshire. We are committed to reducing the amount of water we take from these rivers so we do not over abstract.

These sites each have over abstraction trigger points, and we have committed to not reach these trigger points throughout the 2020 to 2025 period.

A negative AIM score is what we are trying to achieve, signifying average abstraction is less than the baseline.

How have we performed?

During 2020/21 we achieved a negative (good) AIM score for the 2020-21 reporting period of -39.32.

This has been achieved through effective management of the three sources across the year during low flow or low groundwater level conditions.

Regular monitoring of each AIM site will continue to attempt to improve our performance further.

The impact of Covid-19

There has been no impact of Covid-19 on this measure.

Case Studies


Driving environmental innovation

In February 2021, we submitted two lead company applications into Ofwat’s £200 million Water in Innovation Challenge.


The Cuckmere and Pevensey Levels ELM Test and Trials Project

A proactive part of our day-to-day operations is to work with landowners to help manage catchments in a more integrated way to improve the quality of the environment at a local level, in the face of challenges including local development and climate change.