Latest performance

We set performance commitments to ensure we deliver the best possible service to our customers.

Performance commitments

The water regulator Ofwat set performance commitments for the 2020-25 period to ensure we:

  • deliver the best possible service for customers
  • invest for future generations
  • operate more efficiently
  • reduce bills.

These commitments were set in the 2019 price review which detailed what UK water companies need to do up to 2025.

You can track our progress using our performance portal.

Key achievements

These were some of our key achievements during 2021-22:

  • Our compliance with drinking water standards was the best it has ever been with a score of 0.37.
  • We also delivered very reliable water services to our customers. The length of time to deal with unplanned interruptions to supply fell to less than half the sector average in 2020-21.
  • We have an industry-leading customer experience track record and in 2021, we topped the water and sewerage company ranking in Ofwat’s customer experience league table, C-MeX.
  • We were 100% compliant with the quality of our wastewater discharges and 97% compliant with the licences that control how much water we can take from the environment.

Annual review summary

Delivering for our customers, community and environment

Additional achievements

  • More than 54,000 households now benefit from our affordability schemes and a further 32,000 customer are being added soon. As a result of the cost of living crisis we will fast track a further 83,000 customers on to these schemes.
  • Our leakage rate was reduced by a further two million litres a day, putting us well on track to meet the target of a 15% cut by 2025.
  • Installed an intelligent blockage detection system which helped reduce pollutions from 87 in 2020, to 72 in 2021.
  • 92% of our customers were satisfied with our service, and 87% gave us a five-star rating on Trustpilot.
  • Received the Customer Service Excellence award and retained the Service Mark with distinction from the Institute of Customer Service.