“It’s been a very busy year – one dominated by the conclusion of Ofwat’s PR19 price review process and the COVID-19 outbreak, which has had an enormous impact on almost every aspect of our daily lives. Throughout, our people have continued to work hard to provide customers with clean, high-quality and reliable water supplies, and an excellent service.

I’m pleased to report that we have exceeded the targets on nearly all of our performance commitments over the 2019/20 financial year. This is our best result in five years and is set within the context of the targets for some measures becoming more challenging over that time...

I’d like to take this opportunity to thank all our people for their flexibility and adaptability during the past year. The positive feedback we have received from customers in response to our handling of the COVID-19 outbreak and the sustained hot weather in the spring is testament to our people’s commitment to always delivering excellent service. I’m very proud of the way everyone has pulled together to maintain water supplies to customers.”

Andy Willicott, managing director