We deliver a reliable, high-quality and affordable service to our customers. We constantly review our performance against regulatory requirements, other leading service providers, and our long-term strategy.
Our priorities in 2009/10
- Improving customer service
- Understanding and meeting the challenges of climate change
- Investing in our infrastructure
- Improving our efficiency by managing demand, conserving water resources and reducing energy use.
Performance highlights
Ofwat's Overall Performance Assessment (OPA) includes a range of measures from across water companies' operations, including water and wastewater operations, customer service and the environment. It benchmarks all companies' performances against the leading frontier companies.
We entered the year as the leading water and wastewater company for the second consecutive year. Our 2007/08 score was 419 out of a maximum of 438 points. Despite our overall strong performance our actual OPA score for 08/09 was down slightly at 415. This year we learnt valuable lessons in the prevention and handling of pollution incidents and we continue to work to reduce incidences of sewer flooding.