We promise to provide value for money.

Delivering services that are value for money:
🔵 % of satisfied customers: 74% (target: 78%)

We promise to maintain our customers’ trust in us:

Making sure customers have a high level of  trust in us
🔵 Score out of ten: 8.16 (target: 8.10)

We promise to provide clean, high-quality and reliable water supplies now and in the  future.

Always meeting water quality standards:
🔵 99.98% water quality compliance.
🔵 Compliance Risk Index (CRI) score (water  quality measure): 1.09 (target: 0)

Always meeting water quality standards – taste, smell and colour:
🔵 Contacts from  0.98 out of every 1,000 people regarding acceptability of water (target: 1.14)

Maintaining a reliable supply - supply interruptions:
🔵 Average interruptions in minutes and seconds: 04:33 (target: 6:30)

Finding and fixing visible leaks more quickly: 
🔵 % of visible leaks repaired within set no. of days: 90% within six days. (target: 90%)

Reducing the number of burst mains:
🔵 No. of bursts per 1,000 km of mains: 130 (target:129.6)

We promise to offer a great customer experience and get feedback to help us keep improving.

Our results: 
🔵 C-MeX score of 81.89, 10th out of 17 companies
🔵 D-MeX 11th out of 17 companies

We promise to offer customers the right level of support to suit their individual needs and help everyone learn how to use water wisely.

Financial support for household customers struggling to pay their bills:
🔵  49,279 customers helped (target: 32,000)

Ensuring customers who need assistance are registered with us:
🔵  % registered on Priority Services Register: 5.8% (target: 6.1%)
Extra care support for customers who need assistance:
🔵  % on PSR receiving extra care support: 5% (target: 5%)

Education programme, working with schools about the need to use water wisely:
🔵  number of pupils engaged with: 9,648 (target: 6,000)

We promise to protect the natural environment, reduce leakage and support the building of water-efficient homes.

Reducing leakage levels: 
🔵  % reduction from baseline: 3.3 (target: 1.8)

Reducing how much water each person uses (per capita consumption:
🔵 % reduction from baseline: -5.8 (target: 0.4)

Protecting wildlife, plants, habitats and catchments: 
🔵 Hectares of land managed: 245.8 (target: 194)

Supporting water-efficient house building:
🔵 Volume of water saved (megalitres): 2.2 (target: 1.9)

Reducing our carbon emissions:
🔵  Kilograms per connected property: 26.4 (target: 68)

We promise to run an  efficient business, with  happy employees, where our suppliers are treated fairly.

Making sure all our people love their jobs: 
🔵 IIP accreditation achieved at Standard level.

Treating all our suppliers fairly and paying  small businesses quickly:
🔵 % of small businesses paid within 30 days: 29 (target: 100)

Reducing our bad debt so customers do not pay more than they need to:
🔵 Bad debt as a % of revenue: 3.23 (target: 3.01)

Making sure our property records are up to date:
🔵 % validated: 100 (target: 100)