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 find out more 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 find out more from our Head of HR, Sian Jenkins.

Last updated 11-07-23

Taste and odour of water

Taste and odour

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 0.38 contacts per 1,000 customers.

Depending on our score we could receive on outperformance payment or be subject to an underperformance penalty.

How have we performed?

We finished 2022/2023 with a contact rate of 0.28 per 1,000 customers.

This outperformance was due to work we’ve undertaken to optimise the performance of our water treatment works and improve the monitoring and control of our networks.

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.

As the performance during the year is better than our target, we have received a £0.059 million outperformance payment.

Case Studies

Ardingly Drought

Record-breaking heatwave and drought

The drought and heatwave that affected the south east of England, the country, Europe (and the USA and China) in summer 2022 were exceptional.

Water bottle station

Supply issues across the South East

Water bottle station

Cockhaise Farm

Grant-funded investments to reduce pressure of drought

Grant-funded investments to reduce pressure of drought