Latest performance

Performance commitments

The water regulator Ofwat sets 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 2023-24:

• The quality of drinking water we supplied looks set to be recognised as industry leading. Performance improved across all relevant metrics.
• Once again, there were no restrictions on water use – the 48th year record of no restrictions.
• Through efficiency activities, we saved on average 4.9 megalitres of water per day through the year, exceeding our end of year target of 4.0. Activities included over 4,000 Home Check visits, our water saving awareness campaign and distribution of free water saving packs and water butts.
• Our serious pollution numbers were down. We are on track to be recognised with a four-star rating on environmental performance, the highest rating possible.
• We now have over 100,000 customers on our Priority Services Register, meaning 9.1% of households are now signed up. This exceeds our 2024-25 target reach.
• We continue to be a leading performer on customer service in the range of relevant customer service metrics, such as C-Mex. We again received the Customer Service Excellence award.
• Our average Trustpilot rating for 2023 was 4.6 stars our of 5, and 83% of reviewers gave us the top possible rating of five stars.

Additional achievements

• With over 100,000 customers on our Priority Services Register, we have achieved a reach of 9.1% exceeding our 6% target reach for 2024.
• We reduced our annual average level of leakage by 1.4 Ml/d (2.0%) from 71.2Ml/d to 69.8Ml/d. This result was achieved by pressure management and leakage control improvements.
• Our average Trustpilot rating was 4.6 stars out of 5, and 83% of reviewers gave us the top possible rating of five stars.
• 760 colleagues - 30% of the company’s workforce - took part in our volunteering programme, Water Force, donating over 4,000 hours with 33 different organisations.