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.

This website is dedicated to updating you on our performance against a range of measures set by both our regulators and ourselves.

We want to make sure we’re delivering what’s important to you so these measures reflect the results of the extensive customer and stakeholder research we undertook when developing our latest business plan in 2019. Our research doesn’t stop there and continues throughout the 2020 to 2025 period so we understand what’s important to you and can adapt accordingly.

As this is the first year of a new five year reporting cycle, which runs from 2020 to 2025, some measures are new while others continue from the previous five year period.

Where possible we will provide historic data so you can see how our progress trends over time, however some measures have new methodologies associated with them. Where this applies we’ll let you know, and in some cases we’ve revised previous historic data using the new methodology so trends can be seen, again, we’ll let you know where we’ve done this.

There are three types of measures we’re reporting on:


For the period 2020 to 2025 we have introduced a range of tough and wide ranging outcomes which we’re committed to achieving. Included in the 38 measures are targets surrounding our customer service, leak reduction, environment and business resilience.

Some of the outcome commitment measures have outperformance and underperformance payments associated with them, while others operate as a reputational incentive.

Responsible Business commitments

This year we’ve introduced 10 new responsible business commitments which, from our business plan research, reflect the actions and behaviours that customers would like a business, like ours, to display. These range from partnership working in the community and providing appropriate support for our people, to being open and transparent in everything we do to build trust in the industry.

Further information about these commitments can be found here.

Key Performance Indicators (KPIs)

We know that transparency and the impact we have on the environment is extremely important to both yourselves and us.

This is why we’ve decided to continue publicly reporting on five performance areas which are no longer official regulatory targets for the 2020 to 2025 period. These include breaches of abstraction licences, pollution incidents and compliance with health and safety regulations.

We are calling these Key Performance Indicators (KPIs).

How often will this site be updated?

This website will be updated with the latest figures annually, with the next update taking place in July 2022.

Additional information

  • Our previous years reports can be viewed here.
  • You can view our annual finance reports here.
  • You can view our performance against other water companies at Discover Water.
  • The definitions of each of our performance outcomes can be viewed here.