Our Code of Ethics: Doing the Right Thing

Integrity is visible in our work

Our Code of Ethics underpins everything we do. In this exciting period of investment and expansion in our business, there is a greater than ever expectation and scrutiny of our service delivery and ways of working. Our Code sets out the behaviours expected in all our dealings and encourages the openness and transparency necessary for us to earn and maintain trust, in building positive relationships with our customers, stakeholders and regulators.

Our Code supports a clear purpose; to provide water for life to enhance health and wellbeing, protect and improve the environment and sustain the economy. From this comes our vision, which sets out our ambition to be working together to provide sustainable water and protect the environment, today and for future generations.

We achieve our vision by following this Code and living our Company Values which are integral to our culture and underpin everything we do. How we all behave, as we do our jobs, determines how closely we align as an ethical business and our values guide our expected behaviours in doing the right thing, succeeding together, always improving, and working with care.

Our Supplier Code of Conduct supports our company Code of Ethics. It demonstrates the importance of working with all our suppliers, to be a fair, caring and honest partner. The  expectations we have of the standards that both the Company and its supply chain will maintain, are detailed in the Supplier Code.

The principles in this Code, guide our colleagues on reaching sound, justifiable and ethical decisions in the face of advanced developments of technologies, and changing customer expectations to provide positive outcomes for our local communities. Our Code remains central to guiding people across all parts of our business on Doing the Right Thing. Our related training courses demonstrate that ethics is not a stand-alone consideration but underpins all we do.

Our Code also reminds us of our responsibilities as a large regional employer and the importance of looking after each other as we work to deliver reliable water and wastewater services. It informs the way we collaborate with all stakeholders to seek solutions to shared climate and ecological challenges and makes sure that our environment, and the water sources we rely on, are protected and improved for future generations.

Given rising water bills and increasing public accountability for our industry we regularly and openly engage with an Independent Customer Scrutiny Committee, to share insight, honestly discuss our activities, and answer questions on whether we are doing the right thing to honour our commitment to this Code of Ethics.

The Committee’s remit is to check facts, challenge decisions and champion outcomes for customers and the environment. This scrutiny is not a performative endeavour but a genuine development of our culture of transparency and continuous improvement, and to have customers help us get things right. Our commitment to acting ethically and to this scrutiny is an investment in the trust between us and our customers.

We are focused on the delivery of our commitments under our ambitious 2025–30 business plan. When we individually and collectively align under our Code of Ethics, it strengthens our culture and gives us all the opportunity to excel. This Code underpins our inclusive workplace environment that values diversity of people and thought. 

Our Code of Ethics is a foundation and guide for the behaviours that demonstrate our caring ethos and connect our shared enthusiasm, skills, and capabilities to everything that we must achieve. Our Board and the Executive Leadership Team are committed to our Values and this Code of Ethics. We expect the same of everyone in the Company as we expect from ourselves. By our joint resolve to act with integrity, honesty, and transparency we will continue to earn, maintain and improve the trust of our customers and stakeholders.

Lawrence Gosden

Chief Executive Officer

Keith Lough

Chairman