OUR ANNUAL PERFORMANCE
Our Purpose is caring for the essential needs of our communities and environment, now and for generations to come. We do this by providing reliable and affordable water and wastewater services for our customers. We make a positive difference by operating efficiently and investing prudently, to maintain a sustainable and resilient business.
In our Annual Performance Report and Our Purpose report you can find out in detail about our performance in the past year.
We’ve achieved a significant majority of our stretching targets. We’re industry-leading for customer service and at the forefront for other areas such as leakage in our Essex & Suffolk Water area - one of the driest regions in the country, supply interruptions and internal sewer flooding. For the third year running we’ve had zero serious pollution incidents.
Affordability is a key priority for us. Our bills are the lowest average bills in the sector and we are committed to supporting those who need help the most, with over 150,000 customers receiving support in the past year.
Our role in protecting the environment is a core part of our purpose. We’ve seen a reduction in storm overflow spills. We are pioneering exciting new technology with our Smart Sewers project which uses AI to manage sewage in our network of underground pipes, predicting where space is needed for rainfall. In the first month of trialling Smart Sewers, it prevented 15 potential spills. We look forward to seeing further excellent results as we roll out the project across more of our North East region.
We care about the communities we serve. We work in partnership with a variety of organisations both national and local, including councils and community groups. We spend at least 60p in every £1 with local suppliers. We are the only water company recognised on the World’s Most Ethical Companies list, compiled by the Ethisphere Institute.
While we are pleased with the past year’s results, we remain vigilant and continually challenge ourselves to go further. For the next five years we have bold plans. We will invest heavily and work hard to protect and enhance the environment.
To find out more, visit our dedicated Annual Performance Report page.