...Our journey continues...

We've been on a long journey with our customers as we've built our plans for the future. And the people of the West Country have sure had a lot to say, and we've learnt a lot from what they've been telling us. Here we present our plans for 2020 - 2025, which have been built with our customers. But this is just the start of the journey...

Affordable bills for all...

As part of our plans, we're committing to lower the average bill by 5%, keeping them lower than they were in 2015. We will also continue to eliminate water poverty with low bills and more access to social tariffs.

"It's time for the local water companies to take centre stage."

Summary of our plan

To make it easy, we have summarised our plan on an interactive page.

So what are we going to do?

Customer excellence

Making sure you get the best possible experience every time you need us, so we can remain the best water company for customer service and aim to be the best utility company.

How we will achieve this:

  • Make it easier for you to find out what you need from us by offering more channels and self–serve options to contact us. This will allow you to find out what you need to know at a time that suits you.
  • Reduce our bills, and make sure you understand how we are measuring our performance so you are happy that your money is being well spent.
  • Continue to be the most trusted utility company.
  • Make sure our colleagues have the knowledge and technology to provide you with great
    customer care, and ensure you get the information when you need it.
  • Work with other utility companies and local councils to reduce the impact that roadworks in our area have on your travel plans.
  • Make improvements to our billing system so we know if you need additional help.
  • We will simplify processes for developers and make sure they get everything they need from
    our online portal so they can finish their jobs quickly.
  • Meet developer service standards.
  • Improve the information we give to developers so they know what choices are available to them.
Inclusive services
Affordability for all
Protecting the environment
Improving communites
Promoting water efficency
Reducing leakage
Improving water quality
Reducing supply interuptions
Boosting protection

93% of our customers say this is what they want and need from their local water company. Download a copy of the Bristol Water Challenge Panel's Report  

We've been here for six generations!

So, we probably served your great-great-great-great grandparents, and we continue to serve you and your family. We'll continue to give more back and pop up where you least expect us.

Download the Plan...

Bristol Water For All

Customer Summary

Executive Summary

Business Plan Guide

What next?

September 2018

On 3 September 2018, all water companies in the UK submit their business plans for 2020 - 2025 to the water regulator, Ofwat.

January 2019

In late January, Ofwat publishes its initial assessments of all the business plans.

July 2019

In July 2019, Ofwat will have published its draft determination of all the business plans. Some draft determinations will be published in March/ April 2019.

December 2019

In December, Ofwat publishes its final determinations.

For more information and to see our evidence for this plan, follow the link below