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 18-11-21

Per capita consumption

Set against the backdrop of making sure there is enough water available to both to maintain and enhance the natural environment while also serving an increasing population, this incentive involves customers playing their part in ensuring there is enough water for all in the future.

By 2025, we are targeting the annual amount of water used by each of our customers to reduce from 143.1 litres a day in 2019/20 to 131.5 litres a day. This is equivalent to our Ofwat target of reducing consumption by 7.6 per cent from our 2019/20 three year average baseline of 144 litres a day.

Our target for 2020/21 is to have a reduction of 1.1 per cent from our 2019/20 three year average baseline of 144 litres a day.

Depending on our performance we could receive an outperformance payment or be required to pay an underperformance penalty.

How have we performed?

 During 2020/21 our customers each used an average of 165.86 litres of water a day, a 15.9 per cent increase on 2019/20 annual performance.

We have seen a 5.1 per cent increase on our 2019/20 three year average baseline of 144 litres a day to 151.4 litres a day.

This underperformance is due to the impact of both Covid-19 and the exceptionally hot weather experienced during the spring/summer period.

We are working to reduce per capita consumption during 2021/22 to reach our baseline performance target.

The impact of Covid-19

The restrictions imposed due to the pandemic meant our customers did not travel as they normally would e.g. commuting out of our supply area for work, travelling to other parts of the country or going on holiday. This resulted in a static population.

The record breaking hot weather also resulted in water use increasing.

Our water efficiency messaging and behavioural change programmes were also difficult to implement during the year as these were in direct conflict with the government’s messaging to wash hands regularly to maintain hygiene.

Despite this we still issued 120,281 water efficiency devices and released messaging around reducing non-essential water use, all of which we estimate saved one million litres of water a day.

As 2020/21 was a year we could not have predicted Ofwat has agreed that the incentive rates for this measure will be reviewed at the end of the five year period.

Case Studies

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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.

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The challenges and consequences of the Covid-19 pandemic

The global Covid-19 pandemic presented many challenges but also a unique opportunity to adapt, change and modify practices across the business.

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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.