Using this site

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 2024. Our research doesn’t stop there and continues throughout the 2025 to 2030 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 2025 to 2030, 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. Once again, we’ll let you know where we’ve done this.

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

Outcomes

For the period 2025 to 2030 we have introduced a range of tough and wide ranging outcomes which we’re committed to achieving. Included in the 15 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.

Price Control Deliverables (PCD)

From this year, we will be reporting on 20 new Price Control Deliverable measures.

These measures have been introduced by our regulator Ofwat to ensure we deliver on the investments we have been funded to deliver during this five year period.

It means that if we don’t complete these projects, the money customers have paid to fund them through their bills will be returned to them.

PCD progress information will be published on this website on 17 August 2026.

Additional information