Our purpose, vision and values

Our purpose is to provide great water and more for the North West. It drives us to deliver our services in an environmentally-sustainable, economically beneficial and socially responsible manner. It is the reason we exist and it challenges us to look after the interests of the stakeholders with whom we interact by continually improving our performance and creating value. 

Providing great water means delivering our core water, wastewater and customer services, reliably and to the highest quality. 

Providing ‘more’ means creating value for our stakeholders by understanding what matters to them through strong and constructive relationships. We do this by:

  • Supporting communities to be stronger;
  • Caring for customers through trusted relationships;
  • Creating a great place to work for all our employees; 
  • Protecting and enhancing the environment;
  • Delivering a sustainable return to investors; and
  • Innovating in partnership with suppliers. 

To deliver that purpose and work towards our vision of being the best UK water and wastewater company, we have a strategy that’s broken down into three strategic themes:

  • The best service to customers
    Supplying great water to homes and businesses, removing and treating wastewater behind the scenes. Developing our infrastructure in response to climate, population and lifestyle changes so we can deliver a service customers can rely on now and in the future. Responding to changes in customer behaviours so we are easy to do business with by phone, web or app.
  • At the lowest sustainable cost
    Delivering value for money through improved efficiency. Using new technologies and thinking from outside the water industry to find sustainable cost effective solutions. Supporting customers who are struggling to pay.

  • In a responsible manner
    Protecting and enhancing the natural environment in the North West in the way we deliver our services. Supporting local communities through partnerships and employee contribution. Supporting employees in a safe workplace and investing in their learning and development.

This vision is what motivates us to improve our services and deliver more. Our core values provide the cultural framework within which we operate and guide how we behave responsibly towards all of our stakeholders. They shape the behaviours that we expect our company and employees to demonstrate:

  • Customer focused
    Customers are at the heart of everything we do, and we aim to provide a great and resilient service at the most efficient cost.

  • Innovative
    We continually look for new ways to make our services better, safer, faster and cheaper.

  • Trustworthy
    We make promises knowingly and keep them, behaving with integrity towards all of our stakeholders.

It is important that we provide evidence that we are purpose led and that we focus on what matters to our stakeholders. Each year, we will publish information about our performance to show how we are fulfilling our purpose, reporting against targets we have set out to 2025. This will be available in our integrated annual report and on our website.