At the end of April, we submitted our proposals to Ofwat requesting approval for additional investment in housing growth, the new economy and proactive asset replacement. This £1.4 billion investment plan underlines the critical importance of our infrastructure as an enabler of economic growth and development.
Sir David Higgins
Chair
Chair's review
Delivering our transformational plan, bringing a huge upgrade to water and wastewater infrastructure in the North West.
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This year marks a truly defining moment for United Utilities and for the communities we are so proud to serve. We have begun the biggest upgrade to our region’s water and wastewater infrastructure in more than a century.
Louise Beardmore
Chief Executive Officer
Chief Executive Officer's review
Delivering our BIG North West upgrade for a stronger, greener and healthier North West.
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Stronger
We deliver an essential service, help customers in vulnerable situations, invest in local communities across the region, and support thousands of jobs and the economy, giving the North West resilience in a changing world.
Strategic priorities
Spend customers' money wisely
Contribute to our communities
Governance
Operational highlights
100%
performance of our internal capital programme delivery incentive (CPDi)
£3.84m
community investment into North West communities (B4SI)
Upper quartile
performance across a range of trusted investor indices
Greener
We protect and enhance urban and rural environments, and adapt to the challenges of climate change, allowing people, wildlife and nature to thrive, making the North West a better place to live now and for the future.
Strategic priorities
Improve our rivers
Create a greener future
Environmental
Operational highlights
0
category 1 pollution incidents
47%
reduction in spills versus 2020 baseline
13%
reduction in scope 1 and 2 greenhouse gas emissions since 2019/20
Healthier
We provide great-quality drinking water and safely remove and recycle used water for around eight million people in the North West, while providing excellent customer service and a great place to work.
Strategic priorities
Deliver great service for all our customers
Provide a safe and great place to work
Social
Operational highlights
Excellent
customer service rating of 4.5 on Trustpilot
422,041
customers supported with affordability
90%
level of colleague engagement from our annual colleague opinion survey
North West
We have five diverse counties that make up our region. We work with customers and stakeholders to better understand the needs, challenges and opportunities of each county.
Our AMP8 and long-term plans for each of the five counties.
Cumbria
Improving resilience and water quality, including major upgrades around Windermere.
Lancashire
Enhancing bathing waters, river quality, and restoring peatland.
Merseyside
Tackling overflows, supporting growth, and improving climate resilience and affordability.
Greater Manchester
Serving around 40% of the North West region’s population, improving rivers, reducing overflows, and securing resilient supply.
Cheshire
Working with farmers on sustainable catchment management and reducing flood risk.
Our financial highlights
Strong financial performance facilitates delivery of our purpose. Our financial KPIs include income statement, balance sheet, regulatory and investor return metrics to provide a snapshot of our performance for the year.
Making strong progress in AMP8...
We have kicked off AMP8 at pace, focusing on delivery, with over 1,000 projects live: we’re building the infrastructure that will see performance improvements for years to come.
80%
of key performance metrics improved since last year
42%
reduction in internal sewer flooding
47%
fewer spills (vs. 2020 baseline)
200,000
smart meters installed
...and unlocking additional growth in the new economy.
On 30 April, we submitted plans for additional investment to our regulator, Ofwat, totalling £1.4 billion. This was supported by a highly successful equity placing of £800 million from new and existing shareholders.
