Annual performance report

Delivering our promises: a summary

Our Annual Performance Report (APR) shows how we’re getting on against the commitments we made in our business plan, reflecting on our performance in year three of AMP7 (our five-year business plan running from April 2020 to March 2025). We summarise this in this short video and in our customer summary microsite.


As part of our planning for the 2020–25 period, we spoke to thousands of people across the North West to understand what service they wanted from us. This highlighted seven 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 underperformance penalties, if we meet or fail to meet these targets. All penalties and payments are set by the regulator, Ofwat.

This year we have continued to build on our strong foundations delivering services that customers value through enhancing levels of customer satisfaction and further improving operational performance.

Our performance for 2022/23. We've met our leakage target for the 17th year running. We've seen a significant decrease from last year in the number of contacts about the taste, smell and appearance of water. We've achieved our best ever performance on category 1-3 pollution incidents, We've recorded our best ever performance for internal flooding incidents. We're expected to be ranked 5th out of 17 companies in Ofwat's satisfaction rating. We've delievered excellent performance on a rnage of measures that matter most to customers achieving 86% of our performance commitments.

We review the information we provide to customers with the YourVoice panel, whose role is to monitor our progress against our 2020–25 business plan commitments and challenge 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.

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.

You can download a copy of our Summary Report for customers and our full Annual Preformance report by clicking the buttons below:

Download Customer guide (Summary Report)Download full Annual Performance Report

The APR tables for 2023 have had updates to Pro Forma tables 4B, 4L AND 4M.