Serving our communities

Our customers, and the communities in which they live, work, play and relax, are at the heart of everything we do.

Meeting our customers' expectations

Whilst our customers don’t have a choice about who provides their water – so they can’t vote with their feet – they quite rightly have the same high expectations of us as
they would any other brand or company.

We are committed to being a role model, within the water and utility sectors and beyond. We already play a key role in the lives of our customers, looking after one of
life’s essentials, but we’re committed to do more.

We set out how we'll work with and support the people in our region in our community policy.





What we're doing to help communities

We're helping communities in our region and beyond by:
  • Providing education through our innovative educational roadshow
  • Investing 1% profits in community projects through our Community Fund
  • Developing a relationship with Bangladesh through our WaterAid partner

Education – Our Wonderful Water Tour

Our Community Programme

Through our dedicated, sector-leading community programme, we will anticipate and meet the needs of the customers and communities we serve and deliver genuine and wide-reaching environmental and societal benefits.

£1million Emergency Coronavirus Fund

In April 2020 we created a £1m Emergency Fund to support charities and non-profit organisations in our region during the COVID-19 pandemic. 

Half the money for the Emergency Fund was redirected from our Community Fund and used to support charities helping vulnerable people to deal with the impact of coronavirus.

The other half was used to create a Recovery Fund which provides financial support to non-profit organisations who have struggled through the pandemic. 

We have supported over 200 fantastic local charities and non-profit organisations through our £1m Emergency Fund.

Putting customers and communities first

We’re committed to ensuring we always put our customers and communities first whenever we carry out our essential work.

Between 2020 and 2025, we’ll be investing over £2 billion to improve our customers’ water and waste services. We recognise there is never an ideal time to carry out major improvement work, as often our pipes are in roads - which means roadworks.

Before we carry out any planned work we will always contact our customers in advance, and often hold public exhibitions to give customers the opportunity to discuss the work. We keep customers up to date through a dedicated webpage.