Acting on what you told us

To help us create our plan we contacted hundreds of thousands of current customers, businesses, independent experts, regulators (like Ofwat), and many young people who might be customers themselves one day.

Your expectations were clear. We should:

  • focus on the basics like customer service, water quality and affordable bills
  • make sure we use water wisely (and help you to do the same)
  • protect the beautiful environment we all share
  • make sure we’re fit for whatever the future might bring.

Alongside what we do, you also care deeply about how we do it. You want us to deliver great services with good communication, to work together with other organisations and with you, and to use the latest smart technology to keep the water flowing.

As you’ll see on the following pages, we’ve already made a start.

If we don't have clean water, everything falls apart. So clean water is a must.

Customers said
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