Corporate Responsibility and Sustainability Report 2012/13

At the heart of daily life

As the UK's largest water company, Thames Water provides an essential service that's at the heart of daily life, health and enjoyment, to customers across London and the Thames Valley.

Putting our customers first

We want to ensure that 'if customers had a choice, they would choose Thames Water'. We aspire to achieve this vision by providing a level of service where at which customers trust us, find us easy to do business with and recognise that we really care.

£336

At £336 per year, our combined average water and sewerage bill is £40 below the industry average.

A precious resource

Water is often taken for granted, with each of us expecting a plentiful supply every time we turn on the tap or flush the toilet. But water resources are under pressure - on average our customers use around 162 litres of water per person per day. Our focus remains on helping drive down demand, promoting efficient water use and reducing leakage.

A message from Martin

A year in review and our focus for the year ahead – in the words of our Chief Executive.

400,000

During 2012, we carried out more than 400,000 tests to ensure our water met stringent UK and European standards.

24/7

We provide an essential service across London and the Thames Valley 24 hours a day, 365 days a year.

Sustainable drainage

We continue to invest in sustainable urban drainage systems to reduce the risk of sewer flooding and pollution, which can have an impact on both the environment and our customers. The Lee and Thames Tideway Tunnels will also significantly reduce the volume of raw sewage overflowing into the River Lee and the River Thames.

How we do business

Our mission is to provide the essential service that's at the heart of daily life, health and enjoyment – and we aim to do it in a sustainable way. To Thames Water, sustainability means doing the right thing for people, the performance of our business and the environment.

14m

We return 14 million people’s wastewater back to the environment, after treating it at our sewage works.

Climate change

Our long term plans include measures to adapt to the effects of climate change, and steps to reduce our carbon footprint. Of the 1210 GWh of electricity we used to pump and treat water and sewage during 2012/13, 12.5% was renewable electricity we produced ourselves.

80%

The Climate Change Act 2008 requires the UK to cut greenhouse gas emissions by at least 80 per cent by 2050.

Community volunteering

Our employees are essential in delivering our popular environmental and education focused programmes, from improving woodland habitats to our Community Speaker Programme. During 2012/13, 18% of our people participated in our ‘Time to Give’ scheme.

£1billion

During 2012 we spent more than £1bn on goods, services and construction projects with suppliers.

Efficient operations

During 2012/13 we achieved a 99.5% recycling rate of operational waste produced from capital projects.

Responsible operations

Operating responsibly means that we are committed to engaging positively with the customers and communities we serve and to being good neighbours. It also means that we respect environmental limits and recognise the importance of protecting wildlife and their habitats.

18%

18% of our people participated in our 'Time to Give' scheme.

Corporate Responsibility and Sustainability Report 2012/13

At the heart of daily life

As the UK's largest water company, Thames Water provides an essential service that's at the heart of daily life, health and enjoyment, to customers across London and the Thames Valley.

Putting our customers first

We want to ensure that 'if customers had a choice, they would choose Thames Water'. We aspire to achieve this vision by providing a level of service where at which customers trust us, find us easy to do business with and recognise that we really care.

£336

At £336 per year, our combined average water and sewerage bill is £40 below the industry average

A precious resource

Water is often taken for granted, with each of us expecting a plentiful supply every time we turn on the tap or flush the toilet. But water resources are under pressure - on average our customers use around 162 litres of water per person per day. Our focus remains on helping drive down demand, promoting efficient water use and reducing leakage.

A message from Martin

A year in review and our focus for the year ahead – in the words of our Chief Executive.

400,000

During 2012, we carried out more than 400,000 tests to ensure our water met stringent UK and European standards.

24/7

We provide an essential service across London and the Thames Valley 24 hours a day, 365 days a year.

Sustainable drainage

We continue to invest in sustainable urban drainage systems to reduce the risk of sewer flooding and pollution, which can have an impact on both the environment and our customers. The Lee and Thames Tideway Tunnels will also significantly reduce the volume of raw sewage overflowing into the River Lee and the River Thames.

How we do business

Our mission is to provide the essential service that's at the heart of daily life, health and enjoyment – and we aim to do it in a sustainable way. To Thames Water, sustainability means doing the right thing for people, the performance of our business and the environment.

14m

We return 14 million people’s wastewater back to the environment, after treating it at our sewage works.

Climate change

Our long term plans include measures to adapt to the effects of climate change, and steps to reduce our carbon footprint. Of the 1210 GWh of electricity we used to pump and treat water and sewage during 2012/13, 12.5% was renewable electricity we produced ourselves.

80%

The Climate Change Act 2008 requires the UK to cut greenhouse gas emissions by at least 80 per cent by 2050.

Community volunteering

Our employees are essential in delivering our popular environmental and education focused programmes, from improving woodland habitats to our Community Speaker Programme. During 2012/13, 18% of our people participated in our ‘Time to Give’ scheme.

£1 billion

During 2012 we spent more than £1bn on goods, services and construction projects with suppliers

Efficient operations

During 2012/13 we achieved a 99.5% recycling rate of operational waste produced from capital projects.

Responsible operations

Operating responsibly means that we are committed to engaging positively with the customers and communities we serve and to being good neighbours. It also means that we respect environmental limits and recognise the importance of protecting wildlife and their habitats.

18%

18% of our people participated in our 'Time to Give' scheme.