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 09-07-21

Gap sites

Gap sites are those residential properties which are occupied, not billed and are not recorded on our billing database.

We are keen to find these properties to ensure all customers pay for the water they use.

This is a new measure for the 2020 to 2025 reporting period and during 2020/21 we committed to finding 25 household gap sites.

How have we performed?

A project began at the start of the year to cross reference our address system against an external address base dataset.

As part of this work any difference that were discovered were investigated and then added to our systems for business as usual transactions. This year our process has identified 47 gap sites which have now been added to our billing system.

Impact of Covid-19

There has been no impact on this measure.