ANNUAL PERFORMANCE REPORT

We are delighted that we have further improved the service we provide to our customers in a number of areas. Details can be found below in our Annual Performance Report for 1 April 2016 to 31 March 2017. We hope you find this review helpful and take the opportunity to find out more about the service we provide.

Here’s a summary of the documents available online.

Annual Performance Report
Our Annual Performance Report details the progress we have made towards becoming the national leader in the provision of sustainable water and wastewater services. We’ve included case studies that demonstrate real innovation used to deliver this performance. We recognise that some of our customers face real challenges with affordability and work hard to provide support to customers facing financial difficulty or who find themselves in a vulnerable situation. Our customers have also told us that value for money is very important to them and this is a key area where there would like to be involved in influencing our plans. Click here for the full report.

Annual Performance Report Summary
This is a short overview of the Annual Performance Report.

Financial Statements
We work hard to build resilience against flood risks, weather challenges and water resource issues. Financial resilience is also important to our customers as we work hard to create a sustainable and reliable supply of clean and clear drinking water. Click here for The Annual Report and Financial Statements of Northumbrian Water Limited including our Strategic Report and Governance Report.

Our Finances Explained
Our customers told us it can be hard to understand some areas of our finances so we held a co-creation workshop to find out which areas you need us to explain more clearly. Thanks to our customers’ participation, we’ve created a section on our website covering this.

Data Assurance Summary
We want to give you assurance that we are delivering the things you have told us you need and want from us as a company. We want to make sure the data we publish in our APR is of appropriate quality. Click here to read our Data Assurance Summary.

Contribution Report
This report looks beyond our annual finance and performance reporting, and covers our influence and impact in the wider economy, the environment and society. Click here to read our Contribution Report.

YOU TOLD US

Customer service is at the heart of everything we do so we make sure we listen to our customers’ feedback and use it to help us with our business planning.

We want our customers to consider the services they receive from us to be good value for money. You’ve told us that sometimes it’s difficult to know what good value is, because you don’t have another water company to compare us to.

For the first time there is now key information about water companies in England and Wales in one place. DiscoverWater.co.uk is a 'dashboard' that is a clear and simple source for trustworthy and factual information.

The information provided has been agreed by water companies, the water regulators, the UK and Welsh Governments and the Consumer Council for Water, which is the water watchdog.

HOW ARE WE DOING

The information on DiscoverWater shows you how we are performing, both as an industry, and in certain areas in comparison to other water companies in England and Wales. Our performance may be better or worse than average in some areas, or it may be different to our neighbouring companies, and quite often there is a reason for the differences.

The latest version of our 'Discover Water' PDF is now available, stating how we have performed and why, and what steps we are taking to keep our performance high for you. It provides information on the measures where we are able to compare our performance to other water and sewerage companies. DiscoverWater also contains information about the water industry as a whole.