Our highs and lows from 2009/10

We had many notable achievements across Thames Water in 2009/10, and have briefly listed some of these below. Most are described in more detail in the relevant sections elsewhere in this report.

We have also noted some of the more disappointing aspects of the year. Where these were due to our own actions, we are striving to improve our performance.

Highs

• In 2009, we achieved 99.98 per cent compliance for water samples taken at customers' taps. This gave us the best drinking water quality of all the major water and sewerage companies.

• We beat our leakage target for a fourth successive year in 2009/10, despite one of the coldest winters in recent years, fixing a leak every ten minutes.

• Throughout 2009, we continued to meet the high standards we achieved at our 349 sewage treatment works the previous year, with 100 per cent compliance against Water Resources Act look up table consents.

• Written complaints fell by 14 per cent compared with the previous 12 months – our third consecutive year-on-year reduction. The number of complaints accepted for investigation by customer watchdog the Consumer Council for Water also decreased by 87 per cent, from 191 to just 25.

• We generated 187 GWh of renewable electricity – more than ever before – and became the first utility to maintain its Carbon Trust Standard accreditation.

• In February 2010, we opened our new state-of-the-art operations management centre in Reading. For the first time, this has brought together all of our key operations staff in one location, with the aim of improving efficiency and service standards.

• Our 'managed loop' system for processing and recycling material excavated from our streetworks achieved a 99 per cent recycling rate in 2009/10.

• In 2009/10, Thames Water raised over £2.5m for WaterAid through a variety of events. These included the Love Water Ball, which raised £630,000 for the charity.

• We achieved platinum status in Business in the Community's Corporate Responsibility Index.

• Our London on Tap campaign, which encourages the capital's diners to ask for tap water instead of bottled brands, won Business in the Community's Responsible Marketing and Innovation Award in July 2009, at the organisation's annual Awards for Excellence.

Lows

• During 2009/10, we received 23 new prosecutions, relating to 43 streetworks offences. Although two of these prosecutions were withdrawn, we incurred total fines of £1,920. Nineteen prosecutions remained open and were carried forward into 2010/11.

• Despite growing pressure on water resources, household usage in our region grew to 163 litres per person per day, up from the previous figure of 157.5.

• In 2009, we were convicted on five charges for four separate pollution incidents, and received fines totalling £76,500.

• A total of 13 serious or significant pollution incidents occurred during the year. While six of these were legal discharges to the River Thames being addressed through our London Tideway Improvements project, the remaining seven were due in some part to our own actions. Our aim is to have none of these incidents.

• During 2009/10, there were 844 cases of sewer flooding to homes and external areas caused by overloaded sewers, compared with 856 the previous year. A total of 223 cases were caused by severe weather, compared with 96 such incidents in 2008/09.

• We paid 76 per cent of our suppliers according to agreed terms, which was slightly down on the previous year's figure of 80 per cent and below our target of 85 per cent. Major changes to our IT systems were partly responsible for this, but will lead to long-term improvements in our payment methods.

• In 2009/10, 13 per cent of our employees were involved in volunteering for schools, charities or in the community. This was slightly down on the previous year's figure of 13.8 per cent and below our target of 15 per cent.