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 11-07-23

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?

Overall, for the 2022/23 reporting period, we have achieved a negative (good) AIM score.

This is a result of effective management across the year of our sources (Kingston, Charing and Itchel) during low flow or low groundwater level conditions. Kingston was the only site where, due to demands put on the source during AIM periods, the source ended with an AIM performance above zero.

Across the whole company the AIM performance was good with a final score of -79.

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

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