Our Plan 2015 to 2020

Between 2012 to 2014 we invited our customers to Discover, Discuss and help Decide the best possible future for your local water and water recycling services.

And it’s from that feedback that we developed our 2015 to 2020 business plan to spend almost £5 billion on running the business, protecting communities from extremes of weather including flooding and helping to underpin economic growth.


During this consultation period, we heard from over 50,000 customers about our services and priorities for the future.

At the same time, we’ll keep bills affordable. In 2015, we reduced average bills by £38 before inflation. And bills stayed flat (before inflation) for the four years after that to 2020.

Summary of our plan

Here’s a summary of our plan but the key outcomes are listed below: 

Our promise on the cost of living  

We will keep increases in average water bills well below inflation for the next five years.

Extra help for the more vulnerable

We’ll increase to £1 million each year the help available for customers who struggle to pay. And we’ll launch a special tariff for customers in need of support.

Nearly £5 billion to spend on your priorities 

Running the business, looking after essential equipment, protecting communities from drought, flooding, and a changing climate. We’ll do this while helping the economy recover, and the region grow.

£60 million war on leaks 

We hate them as much as you do. We have fewer leaks than ever before, but we can do more. And we will, because we know it matters to our customers.

Water meters: you’re in control

We’ll connect 95% of homes to a meter by 2020, putting record numbers in control of how much they use, and how much they pay.

Securing the future together 

We’ll spend almost £100 million to protect against things like fire, flood and drought. We don’t want anything to get in the way of a safe, clean, reliable supply of water.

Our fabulous environment 

We’ve spent £2.2 billion in the last twenty years to transform the quality of water in our environment. We’ll continue to protect the countryside – it’s everyone’s big back garden.

Delivering our plan

To monitor our progress and make sure we’re on track, we’ve set targets for where we think we should be by 2020. These have been developed using customer feedback and agreed with the independent Customer Engagement Forum and Ofwat.

We’ll report back at least once a year on how we’re doing against each of these targets. And we have agreed appropriate incentives and penalties against each target.