Progress in pollutions and water supply
Progress in how we tackle pollutions and keep customers’ taps flowing have been highlighted in the publication of our two latest performance reports.
Our Turnaround Plan update and Interim Financial Report published today
It is 18 months since we launched our Turnaround Plan in May 2023 – designed to quickly deliver a sharp improvement in our performance by spring 2025, with a focus on protecting and enhancing our environment, boosting the resilience of our water supply, creating a trusted and easy customer service, and empowering colleagues to be safe and engaged.
This has been supported by huge shareholder investment – £1.6 billion since 2021 – allowing us to spend £3bn between 2020 and 2025, equivalent to £1,500 per household.
Meanwhile, our Interim Financial Report reflects on the first half of the 2024/5 financial year, up to September.
Highlights from our Turnaround Plan update and the Interim Report show we are:
- Experiencing our best-ever water supply performance, in meeting demand and reducing loss of supply incidents, with an extra 50 million litres per day reaching customers’ taps
- Cutting leakage by a further 10% this year
- Tackling customer concerns, with complaints falling across water, waste and billing – total written complaints down 43%, billing phone complaints down 31% and escalated complaints down from 13% to 2.5%
- Halving lost-time incidents (accidents at work) among staff, thanks to a health and safety drive
- Investing in our assets to improve our overall performance, having spent £459.7 million during the six months to September 2024.
Our final Turnaround Plan review will be published next May, as we enter the period of our 2025-30 investment plan – following Ofwat’s Final Determination in December.