Talk on Water

Business Plan 2020 to 2025

Our Business Plan for 2020 to 2025 sets out the investment we will make to improve our services and deliver more of what matters to customers.

We’ve developed it in partnership with our customers, so it reflects their priorities and needs, both now and in the future. Our plan includes investment to:

  • Reduce leakage by 15% by 2025
  • Enhance our network so all our customers can be supplied by more than one water treatment works
  • Cut the number of burst mains and interruptions to customers’ supplies
  • Provide high quality water that tastes, looks and smells great
  • Help customers to reduce how much water they use at home
  • Improve local rivers and increase biodiversity at our sites
  • Lower the emissions created by our operations
  • Improve levels of customer satisfaction and resolve more contacts first time
  • Help more customers struggling to pay their bill
  • Offer a range of options to support people who need extra help accessing our services.

You can read a summary of our Business Plan – 5 years, 5 pledges.



Ofwat's Initial Assessment of our plan

At the end of January 2019 we received Ofwat’s ‘initial assessment’ of our Business Plan for 2020 to 2025. Each water company’s plan was assessed according to its quality, ambition and innovation and there were four categories – exceptional, fast-track, slow-track and significant scrutiny. Along with the majority of the industry, our plan was given slow-track status. 

Over the last couple of months we have been analysing Ofwat’s assessment in more detail and have addressed the areas that needed further work whilst ensuring that our plan can still deliver what matters most to our customers. On 1 April 2019 we re-submitted the relevant sections of our plan.

How we developed our Business Plan

Our engagement programme – Talk on Water – has involved speaking to nearly 3,000 customers to hear their views and talk about what they want from our service.

Find out more about how we developed our plan.

Our Long Term Vision

As the world around us changes we need to make sure our services adapt and continue to improve. Our Long-Term Vision sets out what we could differently in the future, so we continue to provide you with a great service while keeping our bills affordable for all. 


Water Resources Management Plan

Our Water Resources Management Plan (WRMP) sets out how we will continue to provide you with reliable, healthy drinking water supplies.  It takes a long-term view, looking 60 years ahead to make sure we can meet future demand while protecting the environment we rely upon. 


Customer Scrutiny Panel

We have established a dedicated panel of local representatives to reflect the interests and expectations of our customers.  They are responsible for scrutinising and challenging the way in which we engage our customers in the development of our next Business Plan and how well the plan reflects what our customers tell us. Find out more about our panel and what they do.


How to get involved

We are always interested to hear your views. Our online community - Talk on Water - is your chance to share your thoughts about your water services, hear the views of others and get involved in conversations. It provides us with important feedback to help us shape our future plans and improve our services.

There will be different topics up for discussion so why not join in and have your say. We will also be holding prize draws for members who participate with a chance to win a £30 high street voucher each month.

Taking part is easy and you can give as much or as little time to the community as you choose by participating in quick polls, surveys and discussions. Simply click the link above to register or follow this link: We hope to see you online soon!

You can also email to make sure your views are heard.