Taste and odour of water
Supplying wholesome drinking water direct to your tap is at the core of what we do, so we want to make sure the water you receive tastes and smells as it should.
One of the ways we track whether that’s happening is to record the number of times we’re contacted with concerns about tap water taste and odour.
Using previous results as a baseline, our target is to receive less than 0.29 contacts per 1,000 customers.
Depending on our score we could receive an outperformance payment or be subject to an underperformance penalty.
How have we performed?
We finished 2024/2025 with a contact rate of 0.36 per 1,000 customers. This resulted in a £0.056 million under performance payment.
To improve this score over the next 12 months we will be targeting investment at our treatment works to improve and optimise performance.
We will continue educating customers on the importance of using chlorine to disinfect drinking water which is why some may experience a very slight taste of chlorine on occasion.
