Environment

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.

People

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

Customers receiving financial support

We are keen to ensure that all our customers receive the support they need when they need it most.

To support those on low incomes we have a range of support tariffs available including the Social Tariff and WaterSure.

Further information on the support available can be found here.

During 2020/21 this new measure had a target to reach a total of 47,000 customers signed up to either our WaterSure or Social Tariff.

How have we performed?

At the end of the 2020/21 year we had 42,628 customers signed up to either our WaterSure of Social Tariff, an increase of 9.9 per cent.

We are working with a number of stakeholders to improve awareness in 2021/22 to increase numbers signed up to these important tariffs.

The impact of Covid-19

With changes to customers personal circumstances during the pandemic we issued more than 1.2 million emails advising them of the schemes we have available to support them, while also working with foodbanks and local support stakeholders to promote our services.

We expected this would result in customers making use of our tariffs, and while we saw some uplift it did not achieve the level anticipated.

Case Studies

Supporting customers

Helping customers with extra debt support

We’re here to help our customers and while we truly believe that we deliver top quality drinking water for great value, we also recognise that on occasion some of our customers may have difficulties paying their bills.

My account

Putting customers in full control

We place our customers’ priorities at the heart of what we do and this is why we’re constantly looking at ways to make accessing and managing bills and payment plans easier for them.