Policies

Policies

Dividend policy

Dividend levels are agreed each year by the Board and take into account how well we are performing against a range of targets. Our Board also considers how well we are performing against our budget and the commitments we've made to our customers. Only when all these factors have been considered are dividend levels agreed.

 Executive directors' remuneration policy

The Company’s executive remuneration policy is designed to attract and retain good quality senior executives having regard to other UK-based businesses. It provides for a remuneration package, the variable element of which reflects the Company’s performance against stretching customer service, operational and financial objectives. 

Privacy notice

This policy (together with any other documents referred to in it) sets out the basis on which any personal data we collect from you or that you provide to us or that we obtain about you will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.

Read our privacy notice

Respecting Each Other – Our Customer Conduct Commitment

At South West Water, Bournemouth Water, Bristol Water and SES Water, we’re proud to serve our communities and committed to delivering excellent service. We know that sometimes things go wrong and we welcome feedback to help us improve. We also believe in progress and innovation – encouraging respectful dialogue, feedback, and ideas that help shape our future together. However, we also believe that respect goes both ways.

What We Ask of You

We kindly ask all customers to treat our colleagues with courtesy and respect in every interaction, whether it’s over the phone, online, in writing or face-to-face.

What We Won’t Tolerate

To maintain a respectful and safe environment, we do not accept the following behaviours under any circumstances:

• Aggressive or abusive behaviour

• Threats or acts of physical violence

• Discriminatory or offensive language

• Harassment or repeated unwanted contact

• Excessive or unreasonable demands

• Trolling or disruptive behaviour on social media

How We Respond

If behaviour becomes unacceptable:

• We may end the conversation or restrict future contact.

• In serious cases, we may report incidents to the police.

• We’ll always let you know if we need to take action.

Our Promise

We’re here to help and will always do our best to resolve your concerns. Let’s work together respectfully to keep our communities safe and supported. We welcome ideas and feedback that help us improve and evolve. Together, we can build a better future.

Our Customer Promise