You can read the full report here.
We make a number of commitments, or promises, to you, our customers.
The ones you might expect relate to our essential services: that we will provide a reliable and sufficient supply of clean, clear drinking water that tastes good; and that we provide an effective sewerage service (Northumbrian Water region only).
We also promise to deliver certain other things in areas including the environment, customer service, communities, competitiveness and our people.
We have 12 delivery Outcomes, focused on achieving what our customers tell us they value in the long-term in relation to the environment, customer service and competitiveness. We measure performance against these using Measures of Success (MoS).
For each MoS, we must, as a minimum, deliver a stable level of service to our customers. These are known as our Performance Commitments (PCs).
We can earn a financial reward if we deliver better service. Poor service means we could incur a financial penalty. Some of our measures of success are reputational and do not incur financial rewards or penalties.
We also have seven enabling Outcomes that focus on our communities, our reputation and our people, which we track progress against.
This is the fifth and final year of us delivering our 2015-20 Business Plan. You will also find details of how our Outcomes are being refreshed for 2020-25 and how we will measure future performance.
Further information about our performance is available on our websites at www.nwl.co.uk, www.eswater.co.uk and www.welivewater.co.uk. For information about how we are performing in comparison to other water and sewerage companies visit www.discoverwater.co.uk.
Find more detail on each aspect of our performance here.