Annual performance report published

Graphic of photos of staff membersWe have published our 2021/22 annual review of operating and financial performance results. 

Andy Willicott, managing director, said;

“I’m immensely proud of what we’ve achieved this year, in particular the way our people have continued to pull together, to ensure our customers receive a seamless service. This is reflected in our performance, and I’m pleased to report that we’ve met or exceeded many of our targets during the year.

I’m particularly proud that we now rank in fourth place amongst our 16 water company peers for customer experience, as measured by our regulator Ofwat. This is a significant improvement and is a true reflection of the level of service we want to provide to our customers and that they expect from us.

It’s been reassuring to see that we’ve been able to support more customers, especially in these current tough economic times, with over 58,600 households receiving financial support from us, and we continue to try and keep our bills as low as possible for everyone.

Finding and fixing leaks on our network is vitally important, as we continue to work together with our customers to protect our precious resource. ‘Waste not one drop’ has become our mantra, and featured in the TV messages we ran after Christmas. We’re on track to hit our leakage reduction target of 15% in both our Cambridge and South Staffs regions by March 2025.

Protecting our precious resource also links to the personal water usage targets; this is the volume of water each household uses within our regions. We did not meet this target and whilst more of us working at home during Covid will have impacted this, it is not the only factor. We will continue to work with our customers in the year ahead to look to reduce water usage further. Looking further to the future, we will work with partners, through Water Resources East, to ensure sustainable water supplies and flourishing local habitats.

As we enter a new year, our performance provides a strong foundation for continuing to deliver for our customers and communities. However, we are never complacent and continue to work hard to improve in how we do things and what we deliver for you.  I want to thank my teams who have, throughout the year, been dedicated and committed to providing our essential service. We hold great pride in our responsibilities and the regions we serve.”

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Posted: 18 July 2022