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.
delivering value to
Providing ‘more’ means creating value for our stakeholders by understanding what matters to them through strong and constructive relationships. We do this by:
The way we act as a business has a profound influence on the social, economic and environmental wellbeing of the region.
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
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
community investment, as measured by the Buisness for Social Impact method
achieved for Ofwat's measure of customer experience, C-MeX
employee engagement, as measured by our annual employee opinion survey
expected in Environment Agency's Annual Performance Assessment for 2020
reported Return on Regulated Equity (RoRE)
invoices paid within 60 working days
Robust financial performance
Strong balance sheet
Underlying and reported operating profit(1)
(2020: underlying £732.1m, reported £630.3m)
Underlying earnings per share(1)
Reported earnings per share(1)
Gearing: net debt to RCV(2)
fully funded on a low-dependency basis
Dividend per share
(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.
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.
The way we report on environmental, social and governance (ESG) issues is evolving as stakeholder interest grows.
How our responsible approach has helped us make a difference during the COVID-19 pandemic.