Annual performance report

Delivering our promises: a summary guide

Our Annual Performance Report (APR) shows how we’re getting on against the promises we made in our business plan, and what we have planned for the future. As well as reflecting on 2019/20, this year’s APR marks the end of one of our five-year investment cycles, and in this video we summarise what we’ve done between 2015 and 2020 to improve customer service and enhance the environment, and to deliver these services more efficiently.

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.

This year saw the completion of the 2015–20 period in which we continued to make good progress on delivering our promises. Our regulatory targets this year were the toughest to date, and we have risen to the challenge earning a net outperformance payment against our outcome delivery incentives for the year and a cumulative net outperformance payment for the five-year period in total, which demonstrates the progress that the company has made during the five-year period.

Strong performance in 2019/20 was delivered in the face of many challenges. It has been a year of significant rainfall, culminating in severe flooding caused by storms Dennis and Ciara in February 2020. The COVID-19 (coronavirus) pandemic has created further challenges, with enormous practical implications on the way we work and economic impacts for our communities. This has required us to adapt the way we operate, and we are proud of the way our people have embraced that change and continued to deliver great service.

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 47 KB 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 32MB 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 16MB opens in new window).