Our culture and values

Last reviewed:

Here For You: innovating for life in a changing environment.

Providing water and sewerage services means we play a vital role in the daily lives of millions of people across London and the Thames Valley.

We aim to present our communications in a clear and consistent fashion, and want our people to behave in a professional manner which puts customers first.

Below is more about the standards we expect of our employees and contractors.

Who we are and what we stand for

We're a water and sewerage services business, delivering the highest quality water and recycling it safely back to the environment.

We provide an essential service to our 14.4 million domestic and business customers and our 150 years of service and a forward thinking approach ensures our standing as the water company of choice.

What we want to achieve

Our focus is to be here for you. Whether you are a household or business customer, a local authority, a delivery partner or someone who uses one of our many facilities for recreation, we’re here to provide excellent service in an ever changing environment.

How we'll get there

We aim to provide the best-in-class water and sewerage service, to be profitable and sustainable, and to act in the long-term interests of the wider community by:

  • Working closely with customers and stakeholders
  • Delivering services at a reasonable cost
  • Doing what we say
  • Developing the best team
  • Being innovative
  • Investing in the right tools to get the job done well
  • Educating and informing the public
  • Improving financial performance
  • Being efficient and completing projects on time

Our values

Our work is shaped by our six values. We’ve done things differently at Thames Water and our values were created by people from right across the business – they’re really important to every one of us.

Passionate about everything we do

We commit ourselves wholeheartedly to everything we do. We approach our work with enthusiasm, energy and positivity. We do what we do because we love it and this passion shines through for our customers and colleagues.

Reach higher, be better

We are always learning and challenging ourselves and each other to be the very best we can be. We have the courage to improve the way we do things at work and exceed expectations.

Be respectful and value everyone

Take time to listen to each other and treat people in the way they want to be treated. We are supportive, inclusive and recognise everyone has their own skills and experience to offer. All our family has a voice.

Take care

We look after ourselves, our customers and our business. We have a zero compromise approach to health, safety and wellbeing.

Take ownership

We take responsibility and never walk on by. We are proactive – focusing only on solutions instead of problems.

Be proud, be blue

We celebrate our past, we are proud of what we do today and we are excited about our future.

Also in this section

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