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Our business plan for 2020 to 2025

Our business plan for 2020 to 2025

Our Business Plan for 2020 to 2025 will deliver more for our customers and is focused on what matters most to them.

Our plan sets out how we will reduce leakage by 15% by 2025 and enhance our network so all our customers can be supplied by more than one treatment works. It also explains how we will maintain our low number of burst mains and interruptions to customers’ supplies, still provide high quality water that tastes, looks and smells great and help customers to reduce how much water they use at home. It covers how we intend to improve local rivers and increase biodiversity at our sites as well as how we will minimise the emissions created by our operations. And from a customer service perspective, the plan covers how we will improve levels of customer satisfaction, help more customers struggling to pay their bill and explain the support we offer to people who need extra help accessing our services. 

Graphic brochure for five years five pledges'5 years, 5 pledges' summary of our business plan for 2020 to 2025

Read our pledges



The role of Ofwat

Ofwat was created when the water industry was privatised in 1989. As most people cannot choose their water supplier, one of the economic regulator's duties is to set the price, investment and service package that customers receive. They do this every five years and must balance the interests of customers with ensuring that companies can pay for and deliver the services they need to.

Ofwat’s final determination on our Business Plan for 2020 to 2025 can be found at the bottom of this page.
To find out more about Ofwat and their role in our business plan visit