Our core activities are directly linked to the health and wellbeing of the people and environment of our unique region so it is vital we carry out our business in a sustainable and responsible way.
Our long-term strategic vision is to "deliver balance and value, meeting the diverse needs of those we serve and the responsibilities we have to the environment while keeping our costs as low as possible" (read our 25-year WaterFuture vision here).
For us this is what it means to be sustainable. It is about finding a balance that ensures no single interest is prioritised at the expense of another. As a provider of an essential service we must deliver the services our customers depend on and protect public health at all times, including that of our employees. Being effectively dependent on the health of the environment, we must operate in a way which protects the environment from any long-term harm. At the same time, like any business, we must continue to be financially sustainable, ensuring we are both profitable and investable.
All of these aspects of sustainability share common characteristics. They can all be supported or improved through a focus on innovation and a drive to work in ways that bring multiple, rather than singular, benefits. They all involve being sensitive to the current and future needs of the stakeholders involved - customer, conservationist, regulator, shareholder. They all benefit from an approach which, wherever possible, forges partnerships to bring about positive multilateral outcomes.
In every avenue of the business, we are focused on how we can achieve the most sustainable outcome for the communities, environment and economy in which we operate.
We must also ready the business for the challenges and opportunities brought about by external factors such as climate change, increased legislation, population growth and changing consumer needs.
This section of our website looks at how our sustainability strategy is being implemented in four key areas:
Please note: Our performance against regulatory and statutory requirements can be found in the company Annual Reports.
How we can help
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Why has the water cover been marked with paint?
We use blue paint to either mark a location of a stop tap or meter when we’re planning maintenance work or when we know there’s a fault that needs resolving. Other utilities also use a different colour paint to mark locations of their apparatus for the same reasons.
What do I do if I have been flooded by sewage?
Step 1: Call us on 0344 346 2020 – 24 hours a day, 7 days a weekStep 2: Call your insurance company if your home is flooded internallyStep 3: We’ll help you clean up and aim to start work within 4 hoursStep 4: We’ll investigate and provide you with a contact to talk...
My bill is in credit, can I get a refund?
If your latest bill is in credit and the bill is based on a reading rather than an estimated read (if you are on a meter), you can complete the details in our Arrange a free call back section on this page so that we can discuss the refund with you. If you’ve moved or...
How do I get a new water main?
You can apply for a new water main if it will serve 2 or more properties which haven’t previously connected to our network (directly or indirectly) We will ask you (and any other applicants) to pay any difference between our costs in providing the water main and the...
Are there any hosepipe bans this year?
No. The last water restriction in our region was in 1996. More information is available on our water resources.
Can I swim in your reservoirs?
No, swimming isn’t allowed in any of our reservoirs. There are however many recreational activities including wakeboarding, sailing and windsurfing available through South West Lakes Trust.
How do I order a water butt?
You can order a water butt from the specialist savewatersavemoney. By installing a water butt directly to your gutter downpipe, you will collect rainwater from the roof and can then use it for watering plants, topping up a pond or washing your car. On average every year...
How much water does an average person use?
The national average annual usage figures have been taken from The Consumer Council for Water and are listed below: Annual water use in Cubic Metres CM3 Number of people living in your home Low use Average use High...
How can I save water?
By taking simple steps like spending one minute less in the shower or turning the tap off while you brush your teeth, can set you on track to start saving water. To help you save water around the home, we’ve teamed up with savewatersavemoney to offer a FREE water-saving...
How can I dispose of fat, oil or grease?
The best way to get rid of fat or food without pouring it down the sink is to dry wipe plates and pans with kitchen roll before washing them and dispose of it in the bin. Leftover cooking fat should be emptied into a container (such as a fat trap) for it to cool and...
What causes sewer flooding?
Sewer flooding can be caused by: Blocked pipes Extreme weather causing prolonged rainfall Insufficient land drainage Surcharges from private sewers or drains You can find out more information here about the causes of sewer flooding.
How can I stop sewer flooding?
You can help to stop our sewers from blocking and flooding by following our guide below: Only flush the 3 P’s pee, paper and poo Bag and bin baby wipes, cotton buds, sanitary products, nappies and similar materials Do not pour grease or cooking fat down the sink – the...