Feedback on our future business plan priorities and targets

We've published our proposed future business plan priorities and targets. These have all been created through feedback from our customers and stakeholders.

We appreciate you taking time to submit feedback. If you haven't already then please read our priorities document before submitting any feedback as it will provide all of the context required (PDF 1.2MB opens in a new window).

There are nine sections to the feedback form based on the nine sections of the priorities document. None of these sections are compulsory so you can skip sections if you have no particular comments.

1. Water quality

We want to know how important you regard improving the quality of water that comes through your taps? You can read the context about this in our business plan document but here's a simple one page overview for water quality 

We currently receive 2,750 customer contacts each year specifically about the taste and smell of our water. We're proposing to reduce this figure by 10% to 2,475 which will add around 30p to the average bill.

Alternatively, we could aim to reduce the number of contacts we receive by 20% to 2,200 which would add approximately 50p to the average bill. If we reduced the figure by nearly one-third to 1,950, it will cost around 70p more each year.

Your options on water quality

2. Reducing interruptions to supply

We want to know how important you regard reducing interruptions to your day-to-day water supply? You can read the context about this in our business plan document but here's a simple one page overview on reducing interruptions to supply.

Currently the average time that a customer is without water in the North West is 11 minutes. We're proposing to reduce the average time you're without a water supply to around eight minutes by 2025 which will add approximately £3 to an average bill.

If we reduced the average time to ten minutes, it would add around £1 to a bill. If we aimed to reduce the amount of time your water supply is interrupted to four minutes then it would add approximately £7.

Your options on reducing interruptions to supply

3. Flooding from sewers

We want to know how important you regard reducing the flooding from sewers that affects people's lives? You can read the context about this in our business plan document but here's a simple one page overview on sewer flooding.

Currently, there are an average of 1,250 recorded incidents of floods occurring inside homes and businesses in the North West each year.

When it comes to floods occurring outside homes and businesses, there are an average of 8,500 recorded incidents in the North West annually.

We’re proposing to reduce the number of floods inside homes and businesses by 25% to around 960 floods and cut the number of outdoor floods by 4% to around 8,150. If you accept our recommended proposal then an average bill will rise by approximately £5 each year between 2020 and 2025.

Alternatively, we could aim to reduce the number of indoor floods by nearly 50% to approximately 635 floods while also reducing the number of outdoor floods by 45% to around 4,750 at a cost of approximately £14.

Or we could go even further and reduce the number of indoor floods by two thirds – reducing the number of incidents to around 425 each year – while cutting the number of outdoor floods by 75%, which would reduce the total number each year to approximately 2,250, at an additional annual cost of around £28 to an average bill.

Your options on improving flooding from sewers

4. Reducing pollution incidents

We want to know how important you regard reducing pollution incidents? You can read the context about this in our business plan document but here's a simple one page overview on pollution incidents.

Currently, there are an average of 125 pollution incidents in the North West each year. We're proposing to cut this number by 20% to an average of 100 incidents each year, which will add 20p to an average bill.

Or we could reduce this number by 25% to 95 incidents a year, which will cost around 60p.

Alternatively, we could make even faster progress and cut the number of incidents by nearly 30% to an average of 90 each year, which will add around £1 to an average bill.

Your options on reducing pollution incidents

5. Water leakage

We want to know how important you regard reducing the amount of water that leaks from pipes? You can read the context about this in our business plan document but here's a simple one page overview on water leakage.

Currently, 448 million litres of water leaks every day. Between 2020 and 2025, we’re proposing to reduce the amount that leaks by 7% to 418 million litres of water a day, which will add around £1 to an average annual bill.

We could reduce the current leakage levels by 10% to 400 million litres per day at an additional cost of approximately £2.

Or we could reduce the total by 15% to 378 million litres per day, which would cost around £3.

Alternatively, we could cut the amount of water that leaks by 40%, which will add around £13 to an average annual bill.

Your options on water leakage

6. River quality

We want to know how important you regard improving the quality of water in rivers? You can read the context about this in our business plan document but here's a simple one page overview on river quality.

Based on our current performance, we believe that 30% of the North West’s rivers will be classed as “good” by 2021. The Government will ultimately decide the extent to which we need to make improvements – but we want your views to influence this decision. When it comes to ensuring river water quality, we could maintain our current levels of activity, which will not result in a bill increase.

We’re proposing to increase our efforts between 2020 and 2025 to ensure that around 45% of this region’s rivers are classed as “good” by 2027. This approach will add around £4 to an average annual bill.

Or we could aim for even faster progress when it comes to improving the quality of rivers to ensure that 65% are designated “good” by 2027. This would add around £8 to a bill between 2020 and 2025.

Your options on improving the quality of water in rivers

7. Extra help for those struggling to pay their water bill

We want to know how important you regard increasing help for those who are struggling to pay their water bill? You can read the context about this in our business plan document but here's a simple one page overview on providing extra support for those who are struggling to pay.

By 2020, we believe that we’ll be lifting 41,500 customers out of water poverty each year. We’re proposing to help 71,000 customers each year between 2020 and 2025, which will add around £3 to an average annual bill. But if you want us to continue helping 41,500 customers each year then there won’t be a financial impact.

If you think that we should be helping far more people than we’re proposing – namely 170,000 customers each year – then the additional cost will be approximately £10.

Your options for increasing help for those who are struggling to pay their water bill

8. More initiatives to help vulnerable customers who may need extra help

We want to know how important you regard initiatives to help customers who are potentially vulnerable and need extra help? You can read the context about this in our business plan document but here's a simple one page overview on providing extra support for those that need it.

By 2020, we believe that we’ll be assisting 42,000 customers in vulnerable circumstances each year. We could maintain this level of support between 2020 and 2025, which will not have a financial impact on an average annual bill.

We’re proposing to assist 65,000 customers, which will add around 20p to the average bill. If you think that we should be assisting 95,000 customers then the
additional cost will be around 30p.

Your options on more initiatives to help customers who are potentially vulnerable and need extra help

9. Anything else?

If there's anything else that you would like us to do better in the future, please let us know.