Thriving environment

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.

Low carbon sustainable business

We’re committed to playing our part to tackle the causes of climate change and transitioning to low-carbon operations, achieving net zero by 2030. Click ‘Discover more’ to find out more from our Carbon Strategy and Economic Manager, Matt Hersey.

Securing the future of water

Resilient water resources are needed to ensure we have enough water to supply our customers into the future, while ensuring enough remains in the environment so habitats can thrive. Click ‘Discover more’ to find out more from our Head of Water Resources, Nick Price.

Future ready business

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 08-07-25

Water mains repairs per 1,000km of water main

With 9,000 miles of water mains hidden underground to maintain, there are unfortunately times when these pipes fail.

Through our dedicated team of specialist leakage engineers, we are committed to proactively seeking out those pipes which are leaking unnoticed, while also acting on reports from customers who let us know when they spot an issue.

This outcome measures how many repairs have been made for each 1,000 kilometres of pipeline we operate, with our target for 2024/25 being fewer than 164.3 repairs.

If we underperform, we will receive a financial penalty.

How have we performed?

During 2024/25 we undertook 2,092 repairs on our network which equates to 138.2 repairs per 1,000 kilometres and below the target for the year.

This performance was driven by a number of factors, including:

  • Continued targeted leakage activities including pressure reducing valve installations and pressure optimisation
  • Continual review of air valve installation and operation.  
  • Targeted water main renewal projects. 
  • Pressure investigations to identify and remove sudden fluctuations which can cause bursts.
  • Less extreme weather events and therefore less pressure on our existing mains

We will continue to undertake these activities to further improve our performance.

Case Studies

Stakeholders at the scheme briefing

New £12 million pipeline to improve resilience

Inside our new water treatment works

Our new £39 million Kent treatment works

Customers listening to a water treatment works tour

Giving customers a sneak peak behind-the-scenes

Bottled water being handed out

Vulnerable customers at the heart of new emergency plans in the Wealden

A couple looking through a magazine in a garden

Recognition for putting vulnerable customers first