Latest performance

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.

Track the progress of our performance commitments.

Key achievements

These were some of our key achievements during 2022-23:

• We remain the best company on customer satisfaction, water supply quality and resilience.
• We again received the Customer Service Excellence award and retained the Service Mark with distinction from the Institute of Customer Service, one of only 20 companies in the country to hold the accreditation.
• Compliance with stringent standards for drinking water, as reported by the DWI, also showed us as the best performer.
• We achieved our best ever performance on interruptions to supply, which edged further down to an average of 4 minutes 10 seconds per property from 4 minutes 12 seconds in 2021.

Additional achievements

• As a result of the cost of living crisis, we fast tracked up to another 60,000 customers on to our Assist social tariff so they can benefit from discounts of up to 90% on their water bills.
• We worked with the Department of Work and Pensions to automatically apply a 20% discount to the bills of up to 55,000 low-income pensioners.
• We added just under 27,000 customers to our Priority Services Register, meaning 6.1% of households are now signed up. This exceeds our target reach not only for 2023 but also for 2024.
• We remain on track to achieve our three-year average leakage target of a 15% cut by 2025, despite 2022 being a difficult year due to both the extreme heat-drought in the summer and a significant freeze-thaw event in the winter.
• Our average Trustpilot rating for 2022 was 4.6 stars out of 5, and 86% of reviewers gave us the top possible rating of five stars.
• We secured a fall in the number of internal sewer flooding incidents (inside properties) from 182 in 2021 to 168 in 2022, a rate of 1.31 incidents per 10,000 sewer connections.