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 07-07-21

Compliance risk index

Monitored by the Drinking Water Inspectorate, this new measure is focused on maintaining the quality of your treated drinking water.

Compliance Risk Index looks at the significance of the failure, the cause, how we investigated it, the mitigation put in place, where the failure happened on our water supply system and how many customers were impacted.

If a failure happens we are investigated and scored and if our total score for the year is between 2.00 and 9.50 we will be required to pay an underperformance penalty. The penalty amount will depend on the score.

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

How have we performed?

During the 2020 calendar year we scored 2.26.

During the 2019 calendar year we scored 3.22 highlighting that in 2020 we made a 29.8 per cent improvement.

Although the 2020 score is an improvement we’re aware there’s further work to do and over the next year will look to:

  • Undertake further hazard reviews and audits at our water treatment works
  • Continue improving the resilience of our sites as part of our ongoing maintenance programme

Due to our underperformance in this are we have incurred a £0.135 million penalty.

The impact of Covid-19

Sampling water at various points on its journey from source to tap is extremely important. During the pandemic we continued undertaking samples throughout the year, however altered our programme. Samples were mainly taken at our company sites and in the homes of staff living within our supply area rather than at random customer properties. This was to ensure we remained in line with Government social distancing rules.

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.

Bottled water station

The summer demand event

The combined effects of lockdown and prolonged periods of very hot weather led to unprecedented demand levels throughout summer 2020. This higher than normal usage continued throughout the year.


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.