Delighted customers

Putting our customers at the heart of everything we do will ensure that we are making the right decisions.

To meet this outcome

We must address challenges associated with changing customer expectations.


Read all about our overall 2019/20 performance here, and for more details on this outcome, download the pdf below.


Performance highlights:


  • Top water and water recycling company for Ofwat’s Service Incentive Mechanism for customer service across AMP6
  • Ranked as top-performing company in Ofwat’s overall Service Delivery Report for 2018—19
  • MyAccount app launched in seven languages
  • Record low incidences of internal and external flooding
  • New national Fine to Flush specification agreed to identify wipes which can be safely flushed.



Outcome Delivery Incentive