Delivering our promises: a summary guide

We understand, the Annual Performance Report is a long read and many of our customers don’t have the time to read it all. Which is why we have created this short video that gives you a summary of the successes we have achieved, the targets we have missed and how we are going to improve service in the future.

Watch to find out more

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 were delighted to have met or exceeded 18 out 22 of our measures, including achieving our best ever Ofwat customer satisfaction score. We have also retained our industry-leading four-star company performance in the Environment Agency's annual peformance assessment (2016).

But we also know there are areas to improve, particularly in those areas where we missed targets. So we have put plans in place to solve these issues in order to improve our performance for years to come.

2016 - 2017 Annual performance report summary graphic


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

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 and click through a summary of the work we have achieved.

To read the full Annual Performance Report click here