Watch a summary of our plan Download our whole plan

Our ambitious goals

Our plan is structured across six themes to deliver the outcomes that matter most to our customers.

Unrivalled customer experience

Our ambitious goals in this area are to:

  • Deliver world class customer service
  • Give every single customer the opportunity to have a strong voice and engage with us, with at least 2m customers participating by 2025

Affordable and inclusive services

Our ambitious goals in this area are to:

  • End water poverty in our operating areas by 2030

Reliable and resilient services

Our ambitious goals in this area are to:

  • Have the lowest levels of leakage in the country in our water-stressed Essex and Suffolk Water operating area
  • Have a per capita consumption for water use of 118 litres per person per day by 2040
  • Promote confidence in our drinking water so that nine out of ten of our customers choose tap water over bottled water
  • Put a stop to sewer flooding in the home as a result of our assets and operations

Leading in innovation

Our ambitious goals in this area are to:

  • Be leading in innovation within the water sector and beyond

Improving the environment

Our ambitious goals in this area are to:

  • Be leading in the sustainable use of natural resources, through achieving zero avoidable waste by 2025 and being carbon neutral by 2027
  • Demonstrate leadership in catchment management to enhance natural capital and deliver net gain for biodiversity
  • Have the best rivers and beaches in the country
  • Have zero pollutions as a result of our assets and operations

Building successful economies in our regions

Our ambitious goals in this area are to:

  • Spend at least 60p in every £1 with suppliers in our regions
  • Be the most socially responsible water company
Recite Me