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Our Turnaround Plan

We know our performance needs to improve. That's why we've set out an ambitious two-year plan to address our challenges and focus on the operational turnaround of the company to 2025.

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An overview of the plan

Southern Water's Turnaround Plan covers our key priorities for improving our performance between 2023 and 2025.

Our overall goal is to provide a better service to our customers and to ensure that we're doing everything we can to protect our environment in the years ahead.

We know these plans are ambitious. However, we have 2,500 dedicated scientists, engineers and industry professionals who are dedicated to making this plan a reality.

Until 2025, we’ll be reporting on progress every six months.

Our objectives

Our Turnaround Plan highlights four key objectives which we aim to meet by 2025.

3rd quartile for quality

We want to improve our sites and increase their reliability and the quality of our water.

3 Star EPA rating

We’re committed to improving our environmental performance by increasing the capacity and resilience of our sites and networks.

7.5/10 C-Mex score

We want to get better at supporting our customers and engaging with our local communities to increase satisfaction.

0.2 lost time injury rate

We’re making improvements to the equipment, training and policies we use to deliver a safe system of work.

Our objectives

Our Turnaround Plan highlights four key objectives which we aim to meet by 2025.

3rd quartile for quality

We want to improve our sites and increase their reliability and the quality of our water.

3 Star EPA rating

We’re committed to improving our environmental performance by increasing the capacity and resilience of our sites and networks.

7.5/10 C-Mex score

We want to get better at supporting our customers and engaging with our local communities to increase satisfaction.

0.2 lost time injury rate

We’re making improvements to the equipment, training and policies we use to deliver a safe system of work.

Southern Water engineer working on pipes

A reliable supply of water for our customers

We aim to improve the reliability of our water supply works by putting in place new assets and improving maintenance. This includes the complete overhaul of our four main sites, as well as the use of innovative technology to build smart networks.

A landscape shot of the coastline

Healthy rivers and seas

We're building capacity and resilience at our wastewater treatment works to reach 99%+ compliance with treatment and permit standards. This means making sure our network continues to operate effectively as our climate changes.

Worker having a conversation with an elderly person

Trusted and easy customer service

We want to build a customer-first culture that better supports our customers' needs and makes their experience with us easier. As a part of this, we're introducing customer promises and customer service training for all colleagues and partners.

Two workers collaborating looking at a computer

Empowered and supported colleagues

We want to empower our colleagues to reach their potential through our Inspire Academy, internships and graduate programme. We also want to embed health and safety into our culture with training programmes and a new mobile risk safety app.

A reliable supply of water for our customers

We aim to improve the reliability of our water supply works by putting in place new assets and improving maintenance. This includes the complete overhaul of our four main sites, as well as the use of innovative technology to build smart networks.

Southern Water engineer working on pipes

Healthy rivers and seas

We're building capacity and resilience at our wastewater treatment works to reach 99%+ compliance with treatment and permit standards. This means making sure our network continues to operate effectively as our climate changes.

A landscape shot of the coastline

Trusted and easy customer service

We want to build a customer-first culture that better supports our customers' needs and makes their experience with us easier. As a part of this, we're introducing customer promises and customer service training for all colleagues and partners.

Worker having a conversation with an elderly person

Empowered and supported colleagues

We want to empower our colleagues to reach their potential through our Inspire Academy, internships and graduate programme. We also want to embed health and safety into our culture with training programmes and a new mobile risk safety app.

Two workers collaborating looking at a computer
A wide shot looking along the River Itchen

Lawrence Gosden, Chief Executive Officer.

"Our Turnaround Plan will deliver a short sharp ambitious improvement by 2025, particularly in terms of our environmental performance. It includes four clear outcomes that we’re promising to deliver, improving our service to customers and the environment."

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Read our Turnaround Plan and updates

Our Turnaround Plan includes four clear outcomes that we’re promising to deliver. We’ve already made huge changes to our business, improving transparency and embedding a new culture centred around a Code of Ethics that is driving our day-to-day decision-making. Track our progress so far in our regular updates.

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