In order to understand what people wanted from their water service provider, we spoke to thousands of people across the North West when drawing up our plans for the 2015-2020 period.
Our five customer promises are the result of this huge consultation and represents the priorities our customers and stakeholders told us mattered most to them.
In order that people can see whether we are fulfilling our promises, we have a number of targets that we must work towards each year. Like all water companies, we earn rewards, or pay penalties, if we meet or fail to meet these targets. All penalties and rewards are set by the regulator, Ofwat.
This year, we met or exceeded 18 out of 22 of our measures, including achieving our best ever Ofwat customer satisfaction score. We retained our industry-leading four-star company performance in the Environment Agency's annual performance assessment (2016).
We know, however, that there are areas where we need to improve, particularly where we missed targets such as sewer flooding. We understand the upset and inconvenience that sewer flooding causes to customers and local communities and as a consequence of missing our target in this area, we received a penalty. We have put plans in place to help improve our performance for years to come.
We review the information we provide to customers with the YourVoice panel, whose role is to monitor our progress against our 2015-2020 business plan commitments. YourVoice has a direct input to our performance reports and presents its findings to our board. To read YourVoice's reflections on the year YourVoice reflections (PDF 109KB opens in a new tab)
We consult and publish details of our governance process and assurance plan to give customers confidence in the information we publish. Information on this can be found in our Assurance Reports.
If you would however like a summary of the report please download our interactive guide here (PDF 1.76 MB opens in a new tab) and click through a summary of the work we have achieved.