Service and delivery 2020-21

Water companies provide essential services; we want these services to be the very best for customers and communities and to protect the environment. The 2019 price review enabled and encouraged companies to provide more of what matters to customers during 2020-25. It set companies stretching but achievable performance commitments while also challenging them to improve cost efficiency.

The service delivery report monitors the performance of the 17 largest companies in England and Wales on key components of outcome delivery and expenditure that are of enduring importance to customers. This information helps us – and stakeholders such as customer groups, environmental groups and investors – to hold companies to account now and longer-term.

This year’s report considers performance in 2020-21, which is the first year of the 2020-25 price control. Specifically, we:

  • demonstrate companies’ performance in 2020-21 against associated targets;
  • demonstrate progress towards targets for the end of the price control period; and
  • categorise companies’ performance on the extent to which they are delivering services

Service delivery report 2020-21 – highlights


Service delivery report 2020-21 – key documents

Download the full service and delivery report for 2020-21
Adroddiad cyflenwi gwasanaeth 2020-21
Download the data for the service and delivery report 2020-21