Delivering safe and dependable services

Last reviewed:

To deliver our five long-term priorities, we would need to make some changes to our services. We know cost is really important to you, so we’ve suggested three options. These give you an idea of the likely impact on your bill if the service is improved, kept the same, or reduced.

(Note: The bill changes below are examples based on an average water and wastewater bill of £374 per year. Any changes would be over a 5-year period and do not include inflation)

 
Bills stay the same* and we can deliver some improvements to our service
Bills reduce slightly (eg £5) and our service will stay very much the same as it is now
Bills will reduce more (eg £10) but our service will also reduce+, with an increased risk of things going wrong
Fixing leaks (leakage is currently 25 % of water supplied).
Some improvement
The same
Some reduction
Constant supply of water (interruptions take just over 4 hrs to rectify).
Some improvement
The same
Some reduction
Wholesome water (we currently plan to pass 100 % of our water quality tests).
The same
The same
The same
Enough water for everyone in the future.
Some improvement
The same
Some reduction
Less sewer flooding (annually about 1200 homes are flooded with sewage).
Some improvement
The same
Some reduction
Avoiding pollution from our sewers.
Some improvement
The same
Some reduction
Fewer river pollution incidents.
Some improvement
The same
The same

*How have we worked out these bill changes?

The bill changes above are examples based on an average household water and wastewater bill of £374 per year. They would be the total changes, before inflation, by 2025.

What is the effect of inflation?

The bill changes do not include the effects of inflation, which is the general rise in prices over time.

How can we improve the service without charging more?

When we work out how much money we'll need to invest in the future, we look at how much money we'll receive from customers, and how much more we might need to secure from our shareholders and lenders

Because interest rates are lower than they have been in the past, this means is costing us less to secure the money we need to invest - In the same way that homeowners' mortgage payments have fallen because lower mortgage rates are available.

 +Some services will not reduce

Some services cannot be reduced because they are regulatory requirements.

 

Being a responsible company

Some of our customers can find themselves in vulnerable circumstances. This can be because of health or financial issues which make it difficult for them to manage. 

Our region is rich with wildlife and heritage, we open some of our sites to the public for activities like bird watching, fishing, sailing and walking.

We support a wide range of community projects and causes. At our four education centres, we provide a fun and informative education experience for younger people. We also go to schools to teach young people about saving water, looking after the sewers and the water cycle.