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.

Introduction by Sian Jenkins, Head of Human Resources

Our exciting five-year people plan drives our ambition to create a diverse, inclusive and talented team of people who are valued and inspired to deliver excellence as standard.

Our colleagues went above and beyond during the extreme weather events experienced in 2022/23, underlining their commitment and dedication to helping our customers in the most challenging of circumstances. Many helped at bottled water stations, worked extra shifts to handle the deluge of calls, emails and messages we received, and we had teams working on Christmas Day and Boxing Day to ensure no-one was left without water over the main festive period. It is only right that we acknowledge the huge effort that everyone made during the unprecedented challenges we faced as a company and in support of our customers.

Our colleagues across the business have continued to show their dedication and agility, together with commitment and resilience. As a 24/7 365 service, our teams rise to the many challenges that brings.

From our scientists in our laboratory and specialists out in the field, to operational site managers, highly professional customer service teams, environmental experts and our support services behind the scenes, we rely on the expertise of a huge range of professionals.

We have an ambitious five-year people plan to support our business objectives and drive our ambition of being the company that people want to work for. Our third year of the plan has been a busy and exciting one. We have four areas of focus under the plan: Thriving and diverse workforce; Engaged and talented workforce; Improved performance of our business; and Future-proofing our business.

We are committed to a thriving, resilient and inclusive environment with respect at its core and where diversity of thinking and being is valued. Our gender diversity continues to improve, with 43 per cent of women making up our headcount in comparison to the industry average of 29 per cent.

Last year, 57 per cent of our new recruits were women and 66 per cent of our new apprentices into the company were women. Overall, we have increased the number of women at our entry grades by 12 per cent during the last two years.

Although our gender pay gap has increased by 2.8 per cent in 2022/23, this is largely down to fewer women in management positions. Given the relatively small size of our management team, small changes can disproportionately affect our gender pay gap. However, we know there is more work to do to retain and grow female managers within our business.

We had made substantial progress in reducing our gender pay gap in the previous two years and we will refocus our efforts to make up ground on this. We have however, broken new ground with a female job share for a senior environmental management role within our company. Last year we saw a six per cent increase in men joining our retail directorate, where there has traditionally been a gender imbalance and we will continue to work hard to address any imbalance, in either direction, in specific parts of our business.

Work has been progressing to produce a specific Diversity and Inclusivity policy and strategy with associated training which will launch in 2023.

We are proud to be working with Change 100, which is an award-winning programme of paid summer work placements and mentoring for disabled students and recent graduates through the Leonard Cheshire Foundation. This follows a successful trial when four interns joined us for the previous summer through the programme and one of our previous interns received a two-year fixed term contract with our strategy and regulation department.

Our wellbeing programme goes from strength to strength with monthly ‘Lunch and Learn’ sessions which have included topics such as mindfulness, money advice, domestic abuse, eating disorders and Dementia Friends information. We have a wellbeing theme for each month, such as stress awareness, diversity and inclusion, men’s health and mindfulness, and quarterly company-wide wellbeing challenges are set. For example, around 40 employees completed a Couch to 5K challenge.

We are extremely proud to have been awarded the highest Gold wellbeing award from Kent and Medway’s Healthy Workplace programme in recognition of the progress we have made to support health and wellbeing at work

Last year we launched a Domestic Abuse policy and a Menopause Policy to provide support to colleagues and to encourage open conversations.

Across the business we now have 29 Wellbeing Champions who have all undertaken level two Understanding Health Improvement training to complement our 46 Mental Health First Aiders who support employees and signpost to our other internal and external help.

We are proud to be a UK safe space employer which demonstrates we provide exceptional support for those employees and family members suffering from domestic abuse.

All managers have received mental health awareness training, and this is now a key part of our induction process with all new managers and employees undertaking mental health awareness at induction

To engage our talented workforce, work on developing customisable career development routes for all employees has progressed via our Aspire, Inspire and Lead portals. In November we launched our new Foundation for Leadership programme and pathway to engage managers and prepare them for leadership roles.

In January we launched our newly designed two-phase Leading for Change senior development programme and roadmap. Plans are also in the pipeline to launch a new Aspire to Lead programme to engage future managers and provide them with practical ways to lead, organise and motivate others.

Our apprenticeship programme continues to thrive, offering opportunities for new joiners and also existing employees to upskill. By year end we had a total of 65 apprentices on our programme, representing 6.6 per cent of our current headcount, with an ambitious target to increase this to 10 per cent by 2025. We have created a significant number of new apprenticeship roles as we seek to encourage more women to join our industry, to improve social mobility, invest in young people and future-proof our business.

As always, the health and safety of our colleagues is our number one priority. We have reinforced the message ‘no job is too urgent not to be done safely’ with internal communications throughout the year.

You can find out more about what our people get up to each day and the diverse roles we have within the business by reading our employee blogs here.

Pipeline laying project

We are compliant with health and safety regulations

As one of our Key Performance Indicators, our target was to have zero breaches during 2020/21.

Staff conference

Ensure fair pay, reward and recognition for all our employees

Our responsible business commitment to  ensure fair pay, reward and recognition for all our employees.

Mental health conference

Improving Health, Safety and Wellbeing of our people and communities

Our responsible business commitment to improve the health, safety and wellbeing of our people and communities.