Business plan 2025-2030

We submitted our 2025-30 business plan to our regulator, Ofwat, on 2 October 2023. The plan proposes levels of investment to maintain and enhance services to both customers and the environment.

Planning for the future

Every five years we publish a plan that sets out how we’ll be improving services for our customers and the environment. This links to our long term plans under our strategic direction.

This plan is based on what customers tell us is most important to them and what regulators require us to do, and our views on how to deliver these two sets of requirements in the best value way possible. We take information from customer surveys and focus groups as part of our ongoing customer engagement programme and include requirement from regulators, such as the Environment Agency, which publishes the water industry national environment programme (WINEP), as well as numerous others such as Defra, the DWI and, more recently, the Department for Levelling Up, Housing and Communities.

In October 2023 we submitted our business plan for 2025-30, known as PR24, to our regulator, Ofwat. The plan proposes levels of investment to maintain and enhance services to both customers and the environment. Ofwat regulate this investment, and the services customers receive, and it also limits the prices we can charge customers. Find out more about Ofwat’s price review process.

March 2024 update

Since October 2023, our business plan has been updated in some areas. The key changes and their impact on expenditure and average bills are summarised below.

Your water, your say

We have talked to thousands of customers, businesses and stakeholders over a two-year period to help us develop our 2025-30 business plan.

At the heart of our long-term plan are eight outcomes that customers and stakeholders have told us are most important to them.

After holding events across our region to help shape our proposals, our 'Your water, your say' session in April 2023 gave customers and stakeholders another chance to hear how the plan had developed, have their say and ask us questions. The presentation is available to watch and the presentation slides and written record of the Q&A are both available below.

We used feedback from the session, in conjunction with insight from our extensive customer engagement programme and discussions with regulators, to finalise our business plan for submission to Ofwat.

We also held a follow-up 'Your water, your say' session in November 2023, where Group Chief Executive Colin Skellett presented a summary of the business plan that we have submitted. This was followed by a question-and-answer session covering a wide range of themes.

If you'd like to catch up on what was discussed, you can watch Colin’s presentation below. The presentation slides are also available below.

What happens when?

Before submitting our business plan to Ofwat, a rigorous process takes place to ensure we have taken on board the views of customers and complied with regulatory requirements. The timeline below sets out the key stages of the process.