Mean Zonal Compliance remains at high of 99.97%
Water quality contacts at all-time low for a second year
Extended the reach of our Slug it Out campaign, encouraging farmers to use alternatives to metaldehyde for slug control
Installed weather stations on farms to help reduce pesticide use in unsuitable conditions

The delivery of safe, clean, high-quality drinking water is central to what we do. It underpins the public health of our region and is a fundamental expectation of customers.

The Drinking Water Inspectorate (DWI) measures performance at our treatment works, where we have delivered an excellent performance, with just four coliform failures. The same is true of our storage reservoirs, which store treated water at points around the network and where we achieved 99.99% compliance in 2017/18. Both these results are due to a successful programme of work to improve the inspection process of treated water tanks and storage reservoirs. As a result, we were among the highest performing water and sewerage companies in the industry for the DWI measures of Disinfection Control and Reservoir Integrity.

In addition to maintaining excellence at our water treatment works, we have once again exceeded our target for the quality of water travelling through our network to homes and businesses. Mean Zonal Compliance (MZC) is the key measure used by the DWI to determine compliance with the stringent regulatory drinking water standards for England and Wales. In 2017 we achieved 99.96 per cent.

We have seen a big fall in the number of contacts we receive from customers about the taste, odour and appearance of their water. In 2016/17 we achieved a record low of 1.38 contacts per thousand people for the second year running. In 2017/18 we hit a significantly tougher target of just 1.23 contacts per thousand customers. This was thanks to a continued focus on supporting customers through social media and reacting to every cluster of two or more complaints in order to solve any issues quickly.

Our planned lead communication pipe replacement programme has continued, replacing old lead pipes with new, plastic ones to help reduce levels of lead in drinking water for our customers. There are still places in our region where lead pipes are relatively common due to the high number of older homes. Communication pipes join our water mains network to customers' private pipes.

A major plank of our efforts to protect water quality is work to reduce the amount of metaldehyde entering rivers and reservoirs. Commonly used as slug control by farmers, it is very difficult to remove from water. Slug control is essential for farmers, so our team of catchment advisors have been encouraging them to shift to an alternative product – ferric phosphate. This is more expensive and some farmers are concerned about its effectiveness, so we are now in the third year of a voluntary trial called Slug it Out, that supports farmers around our key reservoirs to switch products and see for themselves. Pesticides other than metaldehyde can also find their way into rivers, washed off farmland by heavy rain or blown there by high winds during spraying. Once in the water, they can only be removed by costly treatment processes. While use of many pesticides that cause us problems is restricted ahead of rain, winds or high temperature, farmers tell us it can be difficult to get accurate, detailed local weather information. In response we have installed 10 precision weather stations on farms across the region. The data is available to farmers through an app, giving them detailed local weather predictions for the next 10 days and a real-time forecast of spraying conditions for the next six days.

Case Studies


Working with farmers to deliver healthy crops and water