Colleague Training
At United Utilities we have an internal training delivery team responsible for the identification, development and implementation of training across UU, to ensure we provide a safe and great place to work. A vast amount of our training and education programmes are delivered through our in-house team of experienced trainers and specialists, including many of our wide-range of award winning apprenticeship programmes.
Our comprehensive training curriculums are focussed on the specific knowledge, skills and behaviours that our colleagues need to safely, effectively and competently undertake their roles, to ensure best service to customers. We use a range of delivery platforms to ensure efficient, effective and accessible training, including internally-created online content, remote delivery through digital platforms, classroom and practical assessment often at our purpose-built training facilities at 4 key locations across the region. Our online training resources are available at all times for our colleagues to reference, supporting all through digital accessibility.
We are committed to the ongoing investment into the development of colleagues across United Utilities - during 2024/25 each colleague on average completed 27.5 hours training at an average investment of £461.95 per colleague, with 2 examples of training programmes below:
Example 1 |
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In 2024/25 United Utilities set a new benchmark for workforce competency and operational excellence by becoming the first water company in the UK to extend the Competent Operator Scheme (COS). The COS was established to ensure operational competence in the water sector, with a focus on workforce capability, quality assurance, and drinking water safety. It was created through a collaboration between water companies, the Drinking Water Inspectorate (DWI), Water UK, and Energy and Utility Skills to define and maintain consistent standards across the sector. United Utilities have delivered the scheme for its water treatment employees since 2018 and has extended this to include a further 300 employees working across the wider water network. Our COS training and assessment ensures that employees working on water networks have the necessary skills and competence to restore supply, detect leakages, and carry out other essential operational tasks efficiently and safely. All colleagues on the scheme have been supported through a digital transition, to submit and record their competence evidence on an online portfolio, which is assessed and feedback provided, with coaching and training given where required. By implementing the COS across its network teams, United Utilities is further securing its service reliability and strengthening its commitment to water quality and security. |
Example 2 |
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A bespoke Leadership Development Programme was launched as a targeted training initiative to enhance leadership skills and abilities among operational leaders. The programme focused on honing specific skills in three core areas - Building Personal Resilience, Leading Self, and Leading Through Change - empowering individuals in leadership roles to guide teams with confidence, empathy, and clarity. The programme achieved strong engagement with 834 attendances, representing 12.5% of colleagues, and delivered a 25% increase in confidence across all modules. Participants reported improved communication and resilience, while senior leaders observed positive behavioural shifts. Organisational impact was also evident, with a 9% uplift in Your Opinion Survey scores related to change leadership and communication. This initiative has strengthened leadership capability, driven continuous improvement, and reinforced a culture of accountability aligned to United Utilities’ strategic goals. |