Our strategies and plans

Our business plan

We spend a great deal of time listening to what our customers actually want from us.

To help us put together our business plan for 2015 to 2020 we launched a campaign to give all our customers the opportunity to tell us what was important to them.

With responses from more than 4500 people we’re confident our business plan reflects what really matters to you.

We’d like to say a huge thank you to everyone who took part in the research – this was our biggest ever consultation and your opinions really do count.

What’s important to you?
Based on what you've told us we put together a five year business plan for 2015 to 2020 based on the following outcomes:

Outcome 1 Outcome 2Outcome 3 Outcome 4 Outcome 5

Our business plan process

You can find out more about the process we went through in compiling our business plan here

Our business plan
Between 2015 and 2020 we’re investing £480 million to ensure we deliver each of our five outcomes.

At the same time we’re committed to reducing customer bills over the next five years and helping customers who struggle to pay their water bill.

Our business plan

Click here to download our business plan

What does this mean for your bill?
Our average household bill will fall from £133 (2014/15) to £129 by 2019/20. The actual bill you receive from us may vary depending on your actual circumstances and will also include wastewater charges.

Our performance
To check our progress and make sure we’re on track we’ve set targets for each of our five outcomes. Our targets are challenging but we’re confident we won’t fail them and each year we’ll report on our progress so you will know if we’re on track.

Our performance

You can find out how we are performing our business plan here

Is it too late to say what I think?
It’s too late now to contribute for our business plan for 2015 to 2020, however, we are always keen to hear what our customers think so we can continually improve the services we offer. If you would like to provide any feedback please contact us.