Business Plan 2015-2020

Our Business Plan sets out the levels of service we intend to provide to our customers, how we will measure our performance, and how much we will need to spend to provide water services. This is used by the industry regulator, Ofwat, to determine how much revenue we are allowed to receive, which is collected through customer bills.

We submitted our Business Plan to Ofwat in December 2013. Following Ofwat’s initial review of our Plan we produced an updated version in June 2014. This version of our Plan can be found below.

Ofwat published its Final Determination on our Business Plan in December 2014. We asked Ofwat to refer its Determination to the Competition and Markets Authority (CMA), and the CMA published its redetermination of our price limits in October 2015.

Performance Report 2015-2020: We have set the outcomes that we want to deliver for our customers by 2020. These were identified following detailed engagement with our customers and stakeholders, and agreed with the industry regulator Ofwat. This document explains each of the performance commitments we have made to achieve those outcomes and how we will assess whether we have achieved them.