Delivering for our customers
Pennon has confirmed plans to deliver what matters most to customers and communities for the period 2025-2030, with record levels of investment across the South West, Bristol, Bournemouth and Sutton and East Surrey. Our £3.2bn investment will see further improvements across the main customer priorities – securing safe, clean drinking water, reducing the use of storm overflows across the regions’ bathing waters and protecting the environment, with investments in renewables.
Our 4 priorities
1. Water quality and water resilience
We're investing in new treatment works, reservoirs, and addressing lead pipe issues to ensure clean and reliable water for all.
- Upgrading a third of water treatment works in Devon and Cornwall
- Reducing leakage on our networks to less than 10% and less than 4% on customer properties
- Creating a water grid to ensure all our strategic reservoirs are connected
- Investing in large reservoirs, starting with Cheddar 2 in Bristol
2. Tackling storm overflows and pollution
We pledge to eliminate storm overflows at bathing and shellfish waters by 2030
- Tackle every bathing beach by 2030
- Building trust in our bathing water quality with a commitment to a sampling a monitoring programme
- Taking a ’Green First’ principle for tackling storm overflows
- Reducing pollution levels
3. Delivering for customers and addressing affordability
Despite doubling our investment program, we're committed to keeping bills as low as possible and supporting people through the cost-of-living crisis.
- Extend our zero-water poverty pledge to 2030
- Ensure fair charging for all our customers
- Accelerate smart metering, helping household customers use 5% less water
- Introducing a £200m affordability package to support our customers
4. Reaching net zero and enhancing environmental gains
We're dedicated to achieving Net Zero by 2030, investing in climate-independent water sources, and strengthening our environmental efforts.
- Planting 300,000 trees to boost nature recovery, launching our 1,000 ponds initiative and a new £2m Nature Recovery Fund
- Recycling more waste and generating enough energy to power 20,000 homes
- Expand our award-winning Upstream Thinking catchment management programme to deliver 146,500 hectares by 2030
Our commitment to affordability
We are committed to affordable water bills. We offer a range of support measures from money-saving tariffs to debt support and payment plans to help customers who are struggling. In 2025, we’re offering the largest-ever customer support package of £200m.
In an independent survey conducted by the Institute of Customer Service, 100% of South West Water customers said our bills were affordable. We are on track to eradicate water poverty within the region by 2030.
We can help if you need support with your bill.
Investment and the environment
Latest information on our PR24 business plan
Since submission of our PR24 business plan to Ofwat in October 2023, we have made changes to parts of our plan. These have been in response to requests from Ofwat or other regulators and to clarify some points in our original plan. The main reason for the change to our total expenditure for PR24 and associated average annual customer bills is due minor data alignments between our business plan tables and financial model.
Our business plan tables submitted on 2nd October, already included the Environment Agency’s 18 September 2023 version of the Water Industry National Environment Programme (WINEP).
View our Calculation of PR24 business plan costs - SWB
View our Calculation of PR24 business plan costs - BRL
View our BPT - Companies change log - SBB
View our BP Tables V6- BRL as at 25.01.24
View our BP Tables V6 - SBB as at 25.01.24
View our BP Tables V6 - SWB as at 25.01.24
Main documents
Our strategic priorities
Evidence against quality tests
Data tables
Supporting documents
Strategic plans to 2050
Models part 1
Models part 2
Our Draft Determination Response
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