Our strategies and plans

Business plan 2020-2025

Making water count … now and in the future

We all know that water is a precious resource – and one that is vital for life. It’s something everyone uses in their homes and in their businesses every day.

Everything we do is about making sure that you continue to receive high-quality and reliable supplies of this vital resource now and over the long term.

This means that we’re continually planning for the future. And we’re always striving for excellence and challenging ourselves to deliver more of the services you expect and rely on.

So, in every part of our business, we’re making water count – for you, for your communities and for the environment – now and every day.

Making water count - our plan for 2020 to 2025

Our final Business Plan

Planning for the future

Every five years, we submit a business plan to the regulator, Ofwat, as part of its price review process. This sets out what we’ll do over the next five years to deliver the services you want – at a price you can afford to pay. 

Our current business plan covers the period between 2015 and 2020. 

We want to stretch ourselves and deliver an ambitious business plan that has your preferences, priorities and expectations at the heart of it.

We’ve been talking and listening to you and other voices in your communities about what you want. This is so we can be sure that our business plan for 2020 to 2025 is right for everyone.

We’ve also been engaging with the Independent Customer Panel (or ‘Customer Challenge Group’), which is the panel set up to represent our customers and challenge our plans. The panel also gives independent assurance to our regulator Ofwat on the quality of our customer engagement – and the degree to which this engagement is driving our business planning.

Why’s this important?

Although we’ve got a long history of providing high-quality, reliable and affordable water supplies to our customers, we’re not standing still. Nor are we being complacent.

We’re facing some real challenges over the long term, which could affect the quality and reliability of the services we deliver to you every day. These include:

  • a growing population and more connections to our network;
  • the continued need to protect the environment; and
  • the impact of climate change – with the potential for more extreme droughts or flooding now and in the future. 

So, we've gone further than ever before to develop an ambitious plan with our customers that delivers what they want.

Business Plan executive summary

Business Plan executive summary infographic