Stepping up in challenging times

Unprecedented flooding posed a huge challenge for us and our customers this year. Find out how we supported our communities through the crisis

This resulted in an unprecedented volume of customer issues and flooding reports — more than 30,000 jobs, 10,000 more than in the same period in 2020.  
Our incident team ‘stood up’ for more than 11 weeks, supported by our alliance partners and operational teams; our response saw 400 technicians and up to 120 tankers deployed, with more than 200 Anglian Water Force volunteers stepping up to cover 500 incident shifts.  
We received more than 250 stakeholder enquiries and undertook constant proactive management, company-wide coordination and stakeholder engagement, holding meetings with regional MPs and local authority representatives and leading tactical coordination groups and local flood cells. 
Thankfully, due to our response, most customers saw no impact to services; drinking water was maintained throughout and water recycling services were swiftly restored to the majority of those affected.  

Our tactical management of the incident was underpinned by decades of strategic planning, risk management and investment in resilience. 


Our approach to flood risk management   

Making our region resilient to the impacts of flooding and other climate change risks is at the heart of Anglian Water’s long-term investment planning. We first assessed the challenges of climate change in 1993 and addressed them in detail in our 25-year Strategic Direction Statement, updated in 2017. Last year, we became the first organisation in the UK to set out our plans to mitigate and adapt to the impact of climate change in Defra’s latest round of adaptation reporting, and joined CDP’s global A list for our response to climate change.   
We are wholly committed to working with other Flood Risk Management Authorities (FRMAs) to seek to prevent flooding. This is why we invested £7.5 million in the last five years through our partnership funding programme towards 49 flood protection schemes, and we have plans to invest a further £12 million in partnership funding during the current investment period between 2020 – 2025.