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

As part of our planning for the 2015-2020 period, we spoke to thousands of people across the North West to understand what service they wanted from us. This highlighted five focus areas based on the things that customers and stakeholders told us were the most important features about the services we provide.

In order that people can see whether we are fulfilling our key promises, we have a number of targets that we must work towards each year. Like all water companies, we earn outperformance payments, or pay penalties, if we meet or fail to meet these targets. All penalties and payments are set by the regulator, Ofwat.

In the last year we met or outperformed twenty one of our twenty seven measures, making significant improvements in terms of interruptions to water supply and sewer flooding, we also achieved our best ever Ofwat customer satisfaction score.  We know, however, that there are areas where we need to improve, particularly where we missed some of our very high targets for water quality. Although our water quality remains very high, we received a number of complaints about discoloured water and understand the inconvenience that this can cause to customers and as a consequence of missing our target in these areas, 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 and challenges us to continue to deliver our plans. YourVoice has a direct input to our performance reports and presents its findings to our board. To read YourVoice's reflections on the year click here (PDF 563KB opens in new window)

If you want to compare our performance against other water companies in England and Wales visit the Discover Water website

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 customer guide here (PDF 4.7MB opens in a new window) and click through a summary of the work we have achieved.

To read the full Annual Performance Report click here (PDF 8.9MB opens in new window)