Welsh Water, the only not-for-profit water company in England and Wales, is continuing to invest at record-high levels in its services as it looks to maintain sector-leading levels of customer satisfaction and trust.
For the first six months of 2019 (April to September), the company announced it had invested £218 million in capital projects to support the resilience of its water and wastewater network across most of Wales and Herefordshire. It expects to invest around £440 million by the end of the year.
The latest independent research from the Consumer Council for Water (CCWater: Water Matters Report 2019) showed that last year, the company had the highest ratings for both customer satisfaction with its services and value for money, and the highest levels of customer trust of any water and sewerage company in England and Wales.
This comes as the company was confirmed as being ranked in top position overall for all water and sewerage companies in England and Wales for the year to date for Ofwat’s new customer satisfaction surveys (C-MeX).
In its half-year financial report, the company has confirmed strong financial and operational performance, high levels overall of water and wastewater standards, and a continued reduction in written complaints by customers.
This comes after the company confirmed it had achieved a decade of below-RPI inflation price rises, the average household bill for 2019/20 being around £88 lower than it would have been had bills kept pace with inflation over the last decade.
In addition Welsh Water has reported a significant reduction in its operational carbon footprint over the past decade, with a reduction of just under 80% in its emissions thanks to improved energy efficiency, an expansion of renewable energy and a new commitment to buy green-only energy.
The not-for-profit company is also proposing to formalise its commitment to public service and its singular customer focus by incorporating into its constitution a statement of its Corporate Purpose:
“to provide high quality and better value drinking water and environmental services, so as to enhance the well-being of our customers and the communities we serve, both now and for generations to come”.
Welsh Water’s 65 Members will be asked to approve the change at a special meeting in December. The company’s Members carry out an important governance role holding the Board to account, are unpaid and have no financial stake in the business.
Commenting on the results, Welsh Water Chief Executive Chris Jones said:
“I am encouraged by the strong operational and financial position the company is in as we prepare to enter a very challenging, new five-year regulatory period early next year.
“Our investment programme remains at record-high levels – building the resilience of our water and wastewater network in the face of long-term challenges such as climate change - while realising our promise to ensure a decade of below-RPI inflation price increases every year for our customers.
“These achievements exemplify our proposed new statement of the company’s purpose - to enhance the well-being of our customers and the communities we serve, both now and for generations to come.”
As previously announced, Peter Perry – currently Welsh Water’s Managing Director – will succeed Chris Jones as Chief Executive in April 2020.
Manufacturer of variable frequency drive (VFD) technology Invertek Drives Ltd has celebrated producing its three millionth VFD - just three years after the two-million milestone, demonstrating rapidly growing demand for its energy-saving solutions.
Future Water Association, a leading organisation driving transformation within the water sector, has announced the recipients of its esteemed awards, recognising the outstanding people contributing to the industry.
New Chair of the BPF Pipes Group’s Future Industry Group Paul Grills has set out plans for 2024, which include improving the skills of those within and outside the pipes industry.
Engineering & Operations Director Dave Thompson draws on 30 years of experience at HUBER Technology UK, to look at challenges facing the UK water sector.
Find out more about the remarkable career oportunities on offer at WSP - scroll down to watch the inspirational video. 
What is to be done about the UK’s failing utilities? Listen to Professor Dieter Helm explore the options to tackle the UK’s failing utilities – Thames Water, the Royal Mail and Network Rail in particular.
HS2 has released its latest project on progress made during 2023 . Unprecedented in its scale, HS2 is the biggest and most ambitious infrastructure project in the UK. Watch the latest update