Delivering for our customers

We're delighted to share Our Plan for Change 2025-30. Our plan reflects your priorities, using the information more than 250,000 of you have told us over three years of engagement, research and feedback. We have heard from those of you living in towns and cities, those in rural communities, those living near beaches and those living inland. It has also reflected the views of businesses and households, visitors and residents, water retailers and housing developers.

You’ve told us, for example, that continuing to provide clean, resilient drinking water remains your number one priority.

You’ve also told us that reducing pollutions and protecting our bathing waters is absolutely vital.

You agree with us, that as a socially responsible business, it is the right thing to ensure we are protecting the environment, enhancing nature and working to deliver net zero.

And you’ve told us that we must balance the need and speed of change with keeping bills affordable for everyone, and supporting those customers who need additional help.

We have listened to your feedback, as well as to your challenges and concerns. We hear, and share, your passion for our region.

Informed and founded on your priorities, we have developed four strategic priorities, which together allow us to set and deliver Our Plan for Change.

Our strategic priorities

1. Water quality & resilience-image

1. Water quality & resilience

  • Upgrading a third of water treatment works across our regions
  • Building new resources – including Cheddar 2 in Bristol
  • Creating a water grid to ensure all our strategic reservoirs are connected and we can move resource across the region
  • Reducing leakage on our networks to less than 10% and less than 4% on customer properties
2. Storm overflows & pollutions-image

2. Storm overflows & pollutions

  • Tackling every beach by 2030 – 5 years ahead of target
  • 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
  • Achieving the lowest in sector pollution levels, with zero 'serious' pollutions
3. Net zero & environmental gains-image

3. Net zero & environmental gains

  • Achieving Net Zero by 2030
  • Planting 300,000 trees to boost nature recovery and launching our ponds initiative
  • Recycling more waste and generating enough energy to power 20,000 homes
  • Expanding our award-winning Upstream Thinking catchment management programme to deliver 146,500 hectares by 2030
  • Creation of an independent WaterFit environmental advisory board
4. Addressing affordability & delivering for our customers-image

4. Addressing affordability & delivering for our customers

  • Extending our zero water poverty pledge to 2030
  • Ensuring fair charging for all our customers
  • Accelerating smart metering, helping household customers use 5% less water

Main documents

Our strategic priorities

Evidence against quality tests

Data tables

Supporting documents

Strategic plans to 2050

Models part 1

Models part 2

Our customer workshops

Get involved and make a real difference in how our business is run by being part of our extensive customer research programme.

Our customer workshops image