Download the 2024 Annual Performance Report

About this online customer summary

This is a summary of our performance against the commitments we agreed to deliver in year four of the five-year business plan period called ‘AMP7’.

Understanding our performance

Customer engagement highlighted the areas that were considered top priorities for the services we provide, and helped shape our plans and the benefits we will deliver.

Year-four overview

This year we have continued to deliver services that customers value, and have seen strong levels of customer satisfaction and improvements to our operational performance.

Highlights of the year

We met or exceeded over 79% of all of our performance commitments

We achieved our leakage target for the 18th consecutive year

We have supported over 370,000 households through our extensive range of affordability schemes so far in AMP7

We have met all our commitments for improvements within the Water Industry National Environment Programme

We have accelerated our investment ahead of AMP8, targeting investment on storm overflows to deliver faster spill reductions

We have submitted an AMP8 business plan that we believe is high quality and ambitious

Increased the number of customers signed up to our Priority Services to over 400,000

Over 84,000 customers lifted out of water poverty

Ranked as the top water and sewerage company in the latest Customer Service Index from the Institute of Customer Service

Maintained our Fair Tax Mark accreditation

For AMP7 we have seven ‘outcomes’ which describe what we want to achieve for customers.

These outcomes contain a number of ‘performance commitments’.

Outcome 1:

Your drinking water is safe and clean.

Performance commitments

Vyrnwy treated water aqueduct

Helping customers look after their water

Reducing lead risk

Water quality compliance

Reducing water quality contacts

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Water quality

Outcome 2:

You have a reliable supply of water now and in the future.

Performance commitments

Manchester and Pennine resilience

Water service resilience

Unplanned outage

Reducing areas of low water pressure

Mains repair

Per capita consumption

Thirlmere transfer

Keeping reservoirs resilient

Drought resilience

Interruptions to supply

Leakage

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Tackling leaks

Outcome 3:

The natural environment is protected and improved in the way we deliver our services.

Performance commitments

Improving the water environment

Abstraction incentive mechanism

Treatment works compliance

Enhancing natural capital value for customers

Protecting the environment (growth and new development)

Pollution incidents

Improving river water quality

Recycling biosolids

Improving air quality

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Reducing Pollution

Outcome 4:

You’re highly satisfied with our service and find it easy to do business with us.

Performance commitments

C-MeX

D-MeX

Street works performance

Priority services for customers in vulnerable circumstances

Priority Service (BSI accreditation)

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Priority Services

Outcome 5:

We will improve the way we work to keep bills down and improve services.

Performance commitments

Voids

Gap sites (retail)

Pre-procurement incentive for the HARP

Gap sites (wholesale)

Systems Thinking

Manchester and Pennine

Customers saying that we offer value for money

Non household vacancy incentive

Number of customers lifted out of water poverty

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Affordability schemes

Outcome 6:

Collect and recycle wastewater.

Performance commitments

Sewer collapses

Sewer blockages

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Stop the Block

Outcome 7:

The risk of sewer flooding for homes and business is reduced.

Performance commitments

Risk of sewer flooding in a storm

Internal sewer flooding incidents

External sewer flooding incidents

Raising customer awareness to reduce flooding

Hydraulic external flood risk resilience

Hydraulic internal flood risk resilience

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Preventing sewer flooding

Key:

Met or exceeded performance commitment

Performance commitment not met

Performance trend:

Improving

Stable

Deteriorating

We are always interested in what customers and stakeholders have to say. If you have any comments about this or any of our other publications, please send them to us at and we’ll get back to you.

United Utilities Annual Performance Report 2023/24

United Utilities Final Assurance Plan for our Annual Performance Report 2023/24

United Utilities Group PLC Integrated Annual Report and Financial Statements for the year ended 31 March 2024

Historic United Utilities Group PLC Annual Reports

Our Final Business Plan for 2020–25

Our Business Plan submission for 2025–30

Pollution Incident Reduction Plan 2023

YourVoice website

YourVoice statement 2023/24

Discover Water – United Utilities performance compared with other water companies

How do underperformance and outperformance payments work?

How our performance affects your bill (bill impacts)