Annual performance report

As part of our planning for the 2025−30 period, we spoke to thousands of people across the North West to understand what service they wanted from us. This highlighted key areas which were important features about the services we provide.

In order that people can now see whether we are fulfilling our key promises in these areas, we have a number of targets that we must work towards each year. Like all water companies, we earn outperformance payments, or pay underperformance penalties, if we meet or fail to meet these targets. All penalties and payments are set by the regulator, Ofwat.

This year we’ve continued to deliver services that customers value, with strong levels of customer satisfaction and improvements to our operational performance.

We review the information we provide to customers with the YourVoice panel, whose role is to monitor our progress against our commitments and challenge us to continue to deliver our plans. YourVoice presents its findings to our board. Read YourVoice's reflections on the year.

If you want to compare our performance against other water companies in England and Wales visit the Discover Water website.

We publish details of assurance strategy and plan to give customers confidence in the information we publish. Information on this can be found in our assurance strategy.

You can download a copy of our customer summary and our full Annual Performance Report by clicking the buttons below:

Download customer summary (opens in new window)Download full Annual Performance Report (opens in new window)