Communities


Short-term

  • We look after beautiful landscapes and beaches and open our land to the public, which supports the regional tourism industry and offers communities health and wellbeing benefits through access to relaxation and recreation.
  • We encourage employees to volunteer on projects that address local issues, helping to create better places and stronger communities.
  • Working in partnership with others means we can accomplish more together to tackle mutual issues, such as partnering to develop employability skills for those who need it most.

Long-term

  • The health and wellbeing benefits through our provision of access to nature for recreation and relaxation helps reduce the burden on health services.
  • Managing land responsibly means we leave the north west environment in a better condition for future generations.
  • We work with teachers and children to raise awareness about water and the natural environment, giving the next generation an understanding of the true value water brings and how we can all play our part in protecting the services nature provides.

Link to strategic themes

Promoting our support services and campaign messages places us at the heart of communities and builds trust with hard to reach groups.

By working with community partners we can share resources, access new funding opportunities and achieve more together.

Providing access to our land enables communities to enjoy the physical and mental wellbeing benefits that green spaces can bring.

Customers


Short-term

  • We focus on delivering a reliable service so customers can simply get on with their lives and not have to worry about their water and wastewater services.
  • When they do need to contact us, we provide a helpful service, talking and listening to customers so we can understand and meet their expectations.
  • We maintain bills that are good value for money through innovation and efficiency.
  • Where customers are struggling with affordability and vulnerability, we provide tailored support through Priority Services and payment assistance schemes.

Long-term

  • Our water and wastewater services make a major contribution to the long-term health and wellbeing of customers in the North West.
  • Through long-term financing and the regulatory framework, we are delivering multi-million pound infrastructure projects to improve services and resilience for the long term. We ensure the cost of this is shared fairly and affordably between those that benefit now and in the future.
  • We focus on earning the trust of customers, for example by keeping personal details safe and through transparent reporting, to ensure they can have complete peace of mind.

Link to strategic themes

We will continue to invest in our assets and people over the next five years to meet stretching targets customers support.

By achieving sustainable cost reductions we can provide an efficient service, keeping bills low and maintaining good value for money.

We provide assistance schemes to those who need it most and provide practical advice on how to manage water in the home.

Employees


Short-term

  • We have a strong focus on health, safety and wellbeing. We firmly believe that nothing we do is worth getting hurt for, and we aim to ensure all employees go home safe and well at the end of the day.
  • We invest in training and development to enable our employees to grow their skills and to help keep them motivated.
  • Listening to our employees helps create an engaged workforce, increasing job satisfaction, and through employee communications and conferences we update our people on business developments so they feel part of a team.

Long-term

  • Investing in the development of current, and future employees, means we will have a workforce with the right skills for the future.
  • Health, safety and wellbeing extends to mental as well as physical health. We promote awareness of stress and other mental health issues, promoting an all-round healthy lifestyle in the long term which, in turn, reduces the burden on health care services.
  • We provide pension offerings that support employees in later life.

Link to strategic themes

Improving our performance creates employee pride in a job well done, enhancing employee satisfaction and a desire to do more.

Encouraging innovative ideas from employees can lead to cost reductions, and improving employee satisfaction reduces turnover which ensures training and development costs are efficient.

We take a responsible approach to protecting the health, safety and wellbeing of our employees, ensuring we send everyone home each day safe and well.

Environment


Short-term

  • We meet increasingly stringent environmental consent levels, which help to improve the quality of rivers and bathing waters and so support tourism in the region.
  • Our investment in renewable energy generation is reducing our carbon footprint and contribution to climate change.
  • We have invested in new infrastructure, such as our West Cumbria project, to allow us to transfer water around the region more efficiently to avoid depletion of individual water sources.

Long-term

  • By promoting campaigns to educate the public and younger generations on water usage, it helps protect this valuable resource and reduce usage now and for years to come.
  • We innovate and invest in new technologies to solve environmental challenges for future generations.
  • We manage our land in a way that safeguards habitats for indigenous wildlife, as well as protecting wildlife that makes its home in rivers and other water bodies.
  • We plan far ahead to ensure our activities and investment enhance the long-term resilience of the environment.

Link to strategic themes

Many customers care about the environment so providing the best service to customers involves protecting the places they live in and love.

Many ways we protect the environment reduce cost; for example, renewable energy generation reduces our energy costs as well as our carbon footprint.

We manage water and wastewater in a responsible way that protects the environment and enhances its resilience.

Investors


Short-term

  • Since many of our shareholders are pension funds, charities and employees, the income we provide through dividends benefits millions of people every year.
  • We are committed to high ethical standards of business conduct, strong corporate governance and acting with integrity so shareholders can have confidence in the way we do business.
  • We maintain a high level of quality and transparency, enabling shareholders to have trust and confidence in what we report. To illustrate this, we were delighted to secure the Fair Tax Mark in July 2019.

Long-term

  • Our shareholders have placed their money into our business as a long-term investment and we provide an appropriate return through a combination of short-term dividend income and long-term growth.
  • We plan far into the future and invest in our infrastructure to ensure the sustainability of the business and the services we provide.
  • We manage risk prudently so shareholders can have confidence in our stability and resilience in the round.
  • Our innovation culture drives continuous improvements, enabling us to be at the frontier of our industry and ahead of peers.

Link to strategic themes

Our regulatory incentives are greater with better performance for customers, so aligning shareholder return with improving customer service.

By reducing costs in a sustainable way through innovation and efficiency, we can target outperformance of our allowed expenditure without compromising operational performance.

Our strong corporate governance, prudent risk management, and clear and transparent reporting create a lower risk investment and build trust.

Suppliers


Short-term

  • We spend significant amounts of money with our suppliers each year to help deliver maintenance and enhancement projects across our asset base, and this helps support thousands of jobs in our region.
  • By investing in our infrastructure we are helping to keep the economy flowing. We generate thousands of jobs through our capital programme and provide income for workers in the region.
  • While our operations and suppliers are mainly UK and European, they work closely with us to address human rights; in particular, modern slavery.

Long-term

  • Supporting jobs through our supply chain in the short term catalyses the development of skills and jobs in the North West, providing a stimulus to benefit the regional economy in the long term.
  • Working together to develop innovations and new technologies means we can identify solutions that will make our services better in the future.
  • We act with integrity, giving suppliers confidence in the way we do business, which translates to transparency and fairness for our suppliers.

Link to strategic themes

Working on our behalf, suppliers are a face for our business. Ensuring they are motivated to deliver good quality work helps us deliver the best service to customers.

Developing innovations with suppliers, and ensuring they deliver goods and services efficiently, contributes to a sustainably low cost for customers.

Working with responsible suppliers who share our sustainability objectives helps us achieve more in tackling environmental and social issues.

Strategic themes

The best service to customers

At the lowest sustainable cost

In a responsible manner