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

Unplanned outage

Just as important as maintaining our pipeline network, is maintaining our water treatment assets.

We report both unexpected asset failures as well as those when a site is out of operation due to planned maintenance and improvement work. This incentive helps us understand the overall health and reliability of our assets.

Our 2022/23 target was to have unplanned outage lower than 3.24 per cent of our total water production capacity. This target decreases each year in this five-year period to make sure we continue to improve our performance.

Unlike many other measures we report against, the lower the score the better.

How have we performed?

During the reporting year 2022/23 our unplanned outage level was 2.71 per cent, outperforming our target.

This good level of performance was due to our maintenance strategy which prevents issues before they arise, while also ensuring we react quickly if unexpected failures do occur.

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