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We are delivering for customers AND maintaining the lowest bills in Britain

We have released our annual results this morning (23 May), showing the company had another good year by putting customers at the heart of our business, delivering real value for money and offering the lowest average combined bills in Britain for the ninth year running. 

We serve over 8 million customers across England and Wales, and we have delivered on a range of things that matter most to our customers, including reducing sewer flooding and serious pollutions, as well as reducing water quality complaints.

Liv Garfield, Chief Executive, said: “I’m delighted that we’re getting the balance right for customers between great value for money and great service.  We have the lowest average combined bills for the ninth year running, at less than £1 a day and we’re also helping more than 50,000 customers who need it most through a variety of initiatives.

“We’ve been able to deliver some significant improvements in the things our customers care most about - sewer flooding is down again, by 34%, and serious pollutions are down by 71%.  We’ve also reduced water quality complaints by a further 12%.  This means that on the whole, less customers are experiencing issues, which is just what we want.

“We’re really proud of these results which are testament to the hard work of my colleagues over the past year.”

We also announced that we are operating more efficiently and have generated an extra £100m of savings, which we intend to invest back into the business to generate even better performance for our customers. The money will go towards a number of initiatives such as 20,000 extra pressure monitors in our network of pipes that mean that leaks and bursts can be spotted more quickly, and creating a new technical training academy, which will help to train and create the engineers and leaders of the future.

Liv added: “We’re really pleased with our strong performance this year, but we know there’s still more to do to.  We won’t stop striving to improve things even further for our customers to make sure they have wonderful water every time they turn on their tap.”

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