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 07-07-21

Unplanned outage

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

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 2020/21 target was to have unplanned outage lower than 4.23 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 year our unplanned outage level was 3.09 per cent, outperforming our target.

This good level of performance was especially important during the summer months where we experienced record breaking levels of demand due to the hot weather and Covid-19 restrictions reducing travel.

A big part of our maintenance strategy is to prevent issues before they arise to ensure while also reacting quickly if unexpected failures do occur.

The impact of Covid-19

There has been no impact on this measure.

Case Studies

Nine Mile Ride engineering scheme

Keeping customers satisfied during major engineering works

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.

Key worker

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.

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.


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.