CR performance

Measures and targets

For the 34 commitments in our Business Principles we set 39 measures and targets, demonstrating the progress we have made to operate in a responsible manner. The targets were agreed to 2020 and the measures cover the performance of the whole business (unless otherwise stated). For more performance details for each Business Principle area click on a link below.

RAG (Red, Amber, Green) performance

Business principle area No. of measures  Red     Amber Green RAG score* & status 2019/2020
Customers 8 3 0 5 2.25
Environment 11 3 0 8 2.45
Employees 6~ 0 0 6 3.00
Stakeholders 8 1 0 7 2.75
Communities 5 2 0 3 2.20
Overall 38 (24%) 0 29 (76%) 2.53

*weighted averages (green=3, amber=2, red=1) with ≥2.5 resulting in green, 1.51-2.49 in amber and ≤1.50 in red

~The no. of Employee measures has been reduced by one due to the BITC 'race for opportunity' measure no longer conidered as an appropriate reflection of our business approach.  


Previous year performance

Business Principle area RAG score* & status 2018/2019 RAG score* & status 2017/2018 RAG score* & status 2016/2017 RAG score* & status 2015/2016
Customers 2.25 2.50 2.25 2.25
Environment 2.82 2.73 2.55 2.55
Employees 2.14 2.29 2.14 2.14
Stakeholders 2.75 2.75 2.75 2.75
Communities 2.40 2.80 3.00 2.40
Overall 2.51 2.62 2.51 2.45


The below indices provide us with a framework to tackle global, national, local and industry challenges across environmental, social and economic factors, and/or offer an external perspective on how we are doing.

In addition, the growth of socially responsible investment (SRI) and growing interest in Environmental, Social and Governance (ESG) performance by many global investment institutions has increased the need to understand the relationship between the corporate responsibility performance and shareholder value.

Index Description Performance
Dow Jones Sustainability Index

The Dow Jones Sustainability Index (DJSI) ranks the sustainability approach of the top ten per cent of the world’s biggest companies based on long-term economic, environmental and social criteria.

For 2020, our overall performance was 79% and we retained World Class status for the thirteenth consecutive year. 

Carbon Disclosure Project The Carbon Disclosure Project (CDP) shows our commitment to reducing carbon emissions and adapting to climate change. In 2020, we received a A- rating. Our previous years' responses to the CDP are available here.
FTSE4Good The FTSE4Good Index measures the performance of companies who demonstrate strong ESG practices against globally recognised responsible business standards.

We have been named in the FTSE4Good Index every year for the last 18 years. Latest review June 2020.

Sustainalytics Provides ESG risk ratings which summarise company performance in relation to industry peers. Gives an overview of ESG controversies.

In April 2020 we were given a low risk rating with a score of 19.1. This positions us 2 out of 40 in the water utility sector. 

Euronext Vigeo Eiris The Euronext Vigeo Index distinguishes companies achieving the most advanced ESG performances as determined by a review of up to 330 indicators.

Part of the UK 20 (the 20 most advanced companies in the UK) as of December 2019.


The Ethibel Sustainability Index (ESI) Excellence Europe contains 200 shares of European companies that display the best performance in terms of corporate social responsibility.

Reconfirmed as constituent of the Ethibel Sustainability Index (ESI) Excellence Europe in May 2020.
MSCI Provides ESG ratings on an AAA to CCC scale for over 6400 companies according to exposure to industry specific ESG risks and ability to manage those risks relative to peers.  Rated AA in April 2020.
ISS-Oekom ISS recently expanded its methodology used by investors to identify governance risks within their portfolios to include environmental and social risks. Monthly disclosure ratings are given and an annual report produced.

In the annual review of November 2020 our status assessed as Prime. 

GRESB Rates the quality of information, available in the public domain, about our sustainability governance, implementation and operational performance data, and of our stakeholder engagement practices.

Rated A in November 2020.

London Benchmarking Group We audit our community spend using the London Benchmarking Group (LBG) model. We assess spend in terms of employee time, cash and in kind contributions. Our total investment in 2019/20 was £2.26 million.