Understanding and supporting our customers and communities
We continue to talk directly to our customers, in communities across our region, to understand how we can improve satisfaction with our services.
How we're doing things differently
As part of our Delivery Action Plan we’re improving the capability of our people, systems and processes to deliver our business plan to 2030.
Metering rollout
Our Smart Operating Centre has been set up and the roll out of new meters for customers is under way.
Saving every drop of water
Our customers’ water use is one of the lowest in the UK and we continue to offer tailored seasonal advice and water-saving tips and tools to households and businesses.
Improving your moving experience
We’ve updated our customer communications to support those moving home or closing their accounts, making final bills easier to pay and helping to set up payment plans.
Educating future customers
Our New Wave Education Programme from April-September 2025 engaged with 74,164 young people through 600 learning opportunities.
Extra support where it’s needed
We’re supporting a total of 174,116 customers via our social tariff ‘Essentials’. We’ve also offered support to over 260 customers over the past six months with either a debt write-off or essential white goods grants.
Giving something back
Our employees continued their volunteering work, contributing 3,358 hours which include 1,530 of beach, river and waterway clean ups, helping to promote biodiversity, team wellbeing and connecting with nature.