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

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 2022/23 being fewer than 169.1 repairs.

If we underperform, we will receive a financial penalty.

How have we performed?

During 2022/23 we undertook 2,553 repairs on our network which equates to 170.3 repairs per 1,000 kilometres.

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.
  • Due to some extreme weather events in winter (freeze thaw) and summer (prolonged high demands) our outcome is higher than the previous 2021/22 numbers.

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


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