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 08-07-21

Event risk index

Monitored by the Drinking Water Inspectorate, this measure focusses on proactively reducing incident risks relating to water quality.

Event Risk Index (ERI) can be influenced by a range of factors including water quality related customer contacts following burst mains, domestic plumbing issues, a failure at a water treatment works and loss of supply.

The incentive looks at how serious each water quality incident was, how we responded, the number of customers impacted and for how long, a score is then given.

Our target for 2020/21 is to reach a score of 0.000 i.e. we aim to have no incidents.

How have we performed?

During the 2020 calendar year we scored 67.40, the industry average was 204.

A quarter of this score relates to one single incident – the heatwave which resulted in some customers in Mid Sussex being without water for an extended period of time. You can find out more about this incident and our response by reading our dedicated case study.

You can also read our event report and action plan here.

Following incidents like this we take any lessons learned and build them into our future planning. We also host cross-company and agency mock emergency events to test our response to any potential incident which may impact customer water supplies. Again, any learnings from these sessions are fed into our emergency planning.

The impact of Covid-19

Increased demand due to the travel restrictions imposed resulted in an increase in customers contacting us about their supply which we believe is due to more people being at home throughout the day. The Covid-19 driven change in demand was the single biggest factor in the August hot weather incident.

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.