The improvements to the initial proposals are:
- Household bill payers and businesses that continue to pay wastewater charges after 1 April 2020 will receive a reduction to their wastewater charges from 1 April 2020 to 31 March 2025, as previously announced.
- Former customers – household bill payers and businesses that paid wastewater charges between 1 April 2015 and 31 March 2020, but no longer pay from 1 April 2020 – will be able to apply for a payment through our website from 1 April until 30 September 2020.
- We’ve committed to providing greater transparency on our environmental performance reporting.
- If we fail to meet our relevant wastewater performance commitments, employees will not receive bonuses and incentive payments for personal objectives linked to wastewater compliance.
For further details about reductions to wastewater bills, applications for former customers, and payments please see our answers to frequently asked questions using the links on the left of the page, or below:
Household customer questions and answers
Business customer questions and answers
Improving transparency around our environmental performance
Including former customers
If Southern Water had correctly reported its wastewater compliance to the water regulator Ofwat, penalties would have been imposed. This would have meant lower wastewater charges for household bill payers and businesses between 1 April 2015 and 31 March 2020.
Our updated proposals which Ofwat accepted now includes plans for us to make payments to those former household bill payers and businesses that no longer pay wastewater charges as of 1 April 2020.
How we're improving
We know that a number of failures of people, processes and systems allowed these breaches to occur and we have acted promptly and decisively to make sure that all of the issues identified in the investigation have been addressed.
This has involved making fundamental changes to the way we operate. Over the past two years these changes have included a full company restructure, a new executive team and a strengthened Board.
We have also put new systems in place to safeguard our services, our whistle-blowing procedures have been enhanced, and a revised set of company values have now been embedded. We’ve also introduced a modern compliance framework, and you can follow the link to read our new Code of Ethics.
We’ve also agreed plans for greater transparency on our environmental performance. Information that is available on pollution incidents, flow and spill reporting, wastewater treatment works compliance, regional bathing water compliance results, emissions and river levels will be published on the company website (this is subject to any constraints on reporting environmental information or data that is provided to us by the Environment Agency).
Follow the link to find out more about our plans to provide greater transparency on our environmental performance.