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Our performance

We're committed to improving our performance as a business. This includes:

  • More support for customers and fewer complaints
  • Reducing leaks and supply interruptions
  • Improving water quality and taking care of rivers

Performance results

We're investing more than ever to deliver a better service for our customers, communities and the environment. Our PR24 business plan explains how we aim to achieve this. Find out we're performing so far.

Thames van driving along a bridge in London

Annual reports and accounts

Our annual reports and accounts (ARA).

View ARA

Thames Water engineer in orange hi-vis

Regulatory library

Our annual performance reports (APR). 

View APR

Our commitment to improve performance

Find out more about how we're improving performance across the business.

Friends having a picnic by a river

River health

We're working hard to protect our rivers and reduce storm discharges. 

View river health

Wroughton reservoir

Reservoirs and rainfall

Monthly updates on how much rain we've had and how full are reservoirs are.

View reservoirs and rainfall

Thames Water engineers on site fixing a leak

Leakage performance

Learn more about how we're tackling leaks across our network.

View leakage performance

Child drinking water

Service commitment

How we plan to improve our performance in areas where we know we're falling short.

View commitment plan

Guildford STW


Our action plan following the incident in Guildford in November 2023.

View Guildford

Mogden STW


Our improvement plan for Mogden Sewage Treatment Works (STW). 

View Mogden

Working with our customers and staff

We're dedicated to improving performance for our customers and colleagues.

An agent takes a phone call

Customer commitment

Our Customer Guarantee Scheme (CGS) offers compensation when we don't deliver against our standards. 

View CGS scheme

Group of people in a meeting with flip chart

Customer challenge group

We work with the Customer Challenge Group (CCG) to represent the needs of current and future customers. 

View CCG

Thames Water engineers at sewage treatment works

Policies and statements

View our gender pay gap report, modern slavery statement and honest and ethical behaviour policy.

View policies