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Annual report highlights for 2017

Front cover of Annual Report and Accounts 2017

Welcome to our Annual Report.

It is the story of the last year in the life of Anglian Water; what the company has achieved for its customers, the environment, its owners and the communities it serves.

You can read the full report here. And find out how we're doing against our performance commitments here.

 

Customers are at the heart of everything we do

We aim to become the leading customer service business in the UK, something we will achieve through constant engagement with the people and communities we serve.

Our Business Plan for 2015-2020 was informed by the views of 50,000 customers, gathered through face-to-face meetings, surveys, roadshows, workshops and focus groups.

An independent Customer Engagement Forum (CEF) was set up to represent their interests and those of communities, the economy and the environment. Together, the consultation process and the CEF helped us to decide on the most material issues facing the Company.

These are:

  • Providing safe, clean and reliable water
  • Bills, affordability and profits
  • Leakage
  • Resilience and future challenges
  • Protecting the environment

The future our customers want

To address those issues, we developed 10 outcomes with customers, our Board and the CEF. They are, in essence, the future our customers have told us we need to work towards.

We measure our progress using Outcome Delivery Incentives (ODIs). There are 32, all with stretching targets for us to meet. We have the opportunity to earn a reward, or pay a penalty, depending on how we perform. You can see how we have performed against all of our ODIs this year by reading the report. 

Outcomes for customers and the environment

 

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Registered in England No. 2366656. Registered Office: Lancaster House, Lancaster Way, Ermine Business Park, Huntingdon, Cambridgeshire. PE29 6XU