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 13-07-23

Void - household properties

Void household properties are those which are connected to mains water and/or sewerage systems but are not charged because they are believed to be empty.

We are keen to reduce the number of these properties by identifying those that are actually occupied.

During the business plan process in 2019 we set ourselves the challenging target to reduce the number of void household properties on our systems to 2.10 per cent annually, a position we have not been in since 2016/17.

If we meet that target we will receive an outperformance payment, however if we fail to reach it we will receive an underperformance penalty.

How have we performed?

The number of void household properties is at 1.8 per cent.

We continue to use our innovative in-house app ‘PikaVoid’, which was first developed during the Covid-19 pandemic.

As many of our staff live within our supply area, colleagues can voluntarily download the app onto their phones and mark whether a property is empty or occupied while out and about. Not only does this tool help us survey void properties, but it has the added benefit of encouraging staff to get out walking, improving their wellbeing.

The use of this app resulted in us achieving our target for 2022/23, and therefore we will receive a £0.255 million outperformance payment.



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