Compliance Risk Index (CRI)

You want to be sure that your tap water is clean and safe to drink.

Compliance Risk Index (CRI) looks at water quality failures, the cause, location and the number of customers affected. Our score also reflects the way we investigate any failure and what we do to reduce the impact on you.

We are one of the leading water companies for this performance measure, which focuses on how we’re maintaining the quality of our treated drinking water. The Drinking Water Inspectorate (DWI) monitors our performance against the measure.

Each year our scores are added up. We aim to have the lowest score possible. If the total score is over 1.83, we must pay a penalty. Our target for 2025 is 0.

How have we performed?

Unfortunately during 2025 the company performance was above the deadband with a final figure of 2.08. As a result of this performance the company has incurred an underperformance payment of -£0.16 million.

While performance was above the deadband, we have continued to perform well against an industry average performance of 2.93 in this measure.

We have continued to drive improvements in performance across all our assets through a combination of targeted investment and process optimisation. We have an ongoing programme of hazard review investigations across all of our treatment works sites to identify further opportunities for improvement over the coming years.