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

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?

In 2022/2023 we scored 1.49. This marks a continuation of last year’s excellent performance and a second year below the Ofwat dead-band of two for this measure.

We have continued to drive improvements in performance across all our assets through a combination of targeted investment and process optimisation. We have an ongoing programme of hazard review investigations at our key sites to identify further opportunities for improvement over the coming years.

We performed significantly better than the industry average of 5.1 and our continued excellent improved performance means we did not incur any financial penalty.

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