Customers rely on us every day for clean, clear drinking water, effective wastewater services, accessible support and reliable communication.
We know trust is built through consistent service, fair treatment and the way we respond to people’s needs.
Our customer focus is about more than answering queries. It includes providing affordable support, improving accessibility, helping customers in vulnerable circumstances, maintaining reliable supplies and reducing the impact of wastewater service issues. By listening to customers and using insight to improve the way we work, we can deliver better experiences and support those who need extra help.
Making support easier to find and access
Customers can need extra support for many reasons, including health conditions, disability, communication needs or temporary life events. Some may not know help is available, while others may find it difficult to ask for support or understand which options are right for them. We are strengthening how we identify customers who may need extra help, including through frontline conversations, prompts in customer journeys, targeted engagement and partnerships with trusted organisations.
Our Priority Services Register helps us provide tailored services for customers who need additional assistance. Since January 2023, Priority Services Register coverage has increased from 4.5% to 14.4% of our household customer base. We are also extending new vulnerability training to 380 customer-facing colleagues, helping ensure customers receive consistent, compassionate and appropriate support.
Providing clean, safe and reliable water
Providing clean, safe drinking water and maintaining reliable supplies are fundamental to the service we provide every day.
In 2025/26, our Compliance Risk Index – a measure of drinking water quality compliance risk, where lower is better – improved to 3.90. This was an improvement on the previous year, but remained above our target, and we recognise further progress is needed. In 2025/26, we progressed operational improvements and upgrades at treatment works to reduce risk and strengthen resilience.
We also maintained strong performance on supply reliability. Average supply interruptions greater than three hours were 6 minutes and 35 seconds per customer, outperforming our target of 8 minutes and 25 seconds. Unplanned outages – when water treatment capacity is unexpectedly unavailable – were 1.9%, also ahead of our target of 3.95%.
Together, these measures reflect our focus on maintaining resilient assets, responding quickly when issues arise and continuing to improve the reliability and quality of the services customers depend on.
