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 06-07-21

We all need extra support from time-to-time whether it’s due to disability, ill health, age, financial worries or language barriers.

Our Priority Services Register (PSR) aims to provide this support.

As of 31 March 2021 we had 29,210 people signed up to our PSR register, but we know there are more out there who may need our assistance.

To increase the number of people signed up to the register during 2020/21, while also ensuring those who are signed up are receiving the most appropriate service from us, we had a variety of new targets to hit:

  • To have 3.2 per cent of our total properties served signed up to our PSR register (PSR reach)
  • Of those customers signed up, to contact 17.5 per cent of them over a two year period to make sure they are receiving the most appropriate service (attempted contact)
  • Of those customers signed up, to directly contact 45 per cent of customers registered on the PSR over a two year period to make sure they are receiving the most appropriate service (actual contact)

How have we performed?

Priority services for vulnerable customers - reach

At the end of the year we achieved our target of having 3.2 per cent of customers signed up to the PSR register, reaching 3.3 per cent. This was achieved by registering 15,698 households during 2020/21.

This has been achieved through working in partnership with regional stakeholders who work in this field to help identify customers who are eligible for the service as well as through as through the media and wider awareness campaigns.

For our PSR customers who have been registered for more than two years we also have the additional data revalidation targets, to make sure they are still applicable to PSR. These measures target Actual and Attempted contacts for revalidation.

Priority services for customers in vulnerable circumstances - actual contact

During the year we achieved 57.9 per cent actual contact and revalidation of data against the target of 17.5 per cent.

Priority services for customers in vulnerable circumstances - attempted contact

Also we attempted to contact 75.7 per cent of our customers on the PSR at least twice against our target of  45 per cent.

This means that we have outperformed all our targets for the year relating to PSR service provision.

The impact of Covid-19

There has been no Covid-19 impact on this target.

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.

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.