To provide
great water...
leading the way on service

Providing great water means delivering our core water, wastewater and customer services, reliably and to the highest quality. It is what our customers expect and deserve.


and more...
delivering value to
all stakeholders

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;
  • protecting and enhancing the environment;
  • creating a great place to work for all our employees;
  • delivering a sustainable return to investors; and
  • innovating in partnership with suppliers.


for the
North West
We are singularly focused
on the North West

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drained river
people carrying shopping

Our approach as a responsible business

The way we act as a business has a profound influence on the social, economic and environmental wellbeing of the region.

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We serve the North West

We are committed to understanding the key factors that make our region unique.


We are leading the sector on affordability and vulnerability.


of the most deprived areas in the country


of households have less than £100 savings to cope with unexpected bills


of households are affected by water poverty, 20 per cent higher than the national average

Economic factors

We are building resilience to continue serving our growing population and support jobs and the tourism industry.


population expected to grow significantly in the next 25 years


jobs actively supported by our work, with over 5,000 direct employees


relied on by Lake District, Liverpool and coastal area

(1) based on our 2020–25 business plan


We have a long coastline, protected rural areas and dense urban areas, all of which create different demands.


of land is National Park or Area of Outstanding Natural Beauty or Sites of Special Scientific Interest


designated bathing waters


higher than average UK rainfall each year

Chairman and Chief Executive Officer's review

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Performance - Our operational highlights

Our financial highlights

(1) Underlying measures are defined in the underlying profit tables, which can be found in our financial performance on pages 82 to 83. These reflect a change in approach to alternative performance measures (APMs) with prior year numbers re-presented for comparability.

(2) March 2021 gearing is based on new definition of net debt to exclude the impact of derivatives that are not hedging specific debt instruments, with prior year numbers re-presented for comparability.

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Being a responsible business

Through our purpose, vision and strategic themes, responsible business is a core part of who we are as a business and has been for many years.

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Reporting responsible business performance

The way we report on environmental, social and governance (ESG) issues is evolving as stakeholder interest grows.

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Our response to COVID-19

How our responsible approach has helped us make a difference during the COVID-19 pandemic.

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