Information quality

Having information that is easy to understand and navigate allows customers, and other stakeholders to challenge companies’ performance – and encourages them to deliver better services. This helps everyone build trust and confidence in water.

All monopoly water-only and water and wastewater companies in England and Wales publish information on their performance each year.  We expect companies to have processes in place to ensure that this information can be trusted (‘assurance’). This is part of our approach to monitoring and assuring delivery.

As a regulator, our role is to ensure that customers and other stakeholders can trust the information that companies publish. We use our company monitoring framework – a series of tests of the quality of each company’s information − to provoke and challenge the 17 largest companies to publish information that can be trusted.

We rate each company depending on the quality of their information. There are three categories and companies can move up and down depending on our assessments. The rating they get decides the level of assurance we expect from them in future. The higher the rating, the more freedom that companies get over the assurance they provide. The lower the rating, the less freedom they get. This encourages all companies to deliver good quality, reliable information.

Find out more about the categories and what they mean.


CMF graphic
CMF graphic

Overview of companies’ information quality

How South East earned self-assured status: a case study

How Severn Trent earned self-assured status: a case study

Technical information

South EastCompany monitoring framework – South East Water Ltd
Severn TrentCompany monitoring framework – Severn Trent Water Ltd
United UtilitiesCompany monitoring framework – United Utilities Water plc
Sutton and East SurreyCompany monitoring framework – Sutton and East Surrey Water plc
South WestCompany monitoring framework – South West Water Ltd
AffinityCompany monitoring framework – Affinity Water
NorthumbrianCompany monitoring framework – Northumbrian Water Ltd
South StaffordshireCompany monitoring framework – South Staffordshire Water plc
Dŵr CymruCompany monitoring framework – Dŵr Cymru
AnglianCompany monitoring framework – Anglian Water Services
WessexCompany monitoring framework – Wessex Water Services Ltd
ThamesCompany monitoring framework – Thames Water Utilities Ltd
PortsmouthCompany monitoring framework – Portsmouth Water Ltd
BristolCompany monitoring framework – Bristol Water plc
Dee ValleyCompany monitoring framework – Dee Valley Water plc
YorkshireCompany monitoring framework – Yorkshire Water Services Ltd
SouthernCompany monitoring framework – Southern Water Services Ltd