LIVING WATER Our plan 2020-25 and beyond www.nwl.co.uk www.eswater.co.uk www.nwgourplan.co.uk
Our plan on a page CUSTOMER-FOCUSED ...AND 400,000 + 500 + CUSTOMERS HAVE SHAPED STAKEHOLDER ORGANISATIONS OUR PLAN... HAVE SHAPED OUR PLAN PERSONAL INNOVATIVE With world class customer service at Taking advantage of cutting the heart of everything we do, so edge research and advances that our customers get what they in technology to deliver a want, when they want, how they better service for our customers want it. more effectively. AFFORDABLE AMBITIOUS Delivering bill reductions of 12% With challenging targets to improve for our water customers and 14% our environment, including the best for our wastewater customers by rivers and beaches, zero pollutions 2024/25, and eliminating water from our assets, eliminating all poverty in our regions. waste, enhancing biodiversity and carbon neutrality by 2027. RESILIENT LOCAL Ready for the future – by planning Focused on growing our ahead and being agile in our communities, giving time, money responses. As part of this ‘resilience and expertise in the round’, we will deliver 100% where it matters most. water security for the next 40 years. TRUSTED 91 % OF CUSTOMERS SAY THEY ACCEPT OUR PLAN
Co-creating our plan Key: Raising the bar for the industry Engagement and insight used to inform our plan SINCE 2015, 414,530 CUSTOMERS HAVE SHAPED OUR PLAN: 69,249+ 109 children take part in our education campaigns: Super customers co-creating at our Innovation Festivals Splash Heroes, Dwaine Pipe Panto and Powered by Water 38,776 229,377 customer journey assessments through our call centres Rant & Rave feedback comments 4,500 8,382 customers helped to shape our Assurance Plans in 2016 Every Drop Counts and Rainwise conversations on Flo and 2017, resulting in self-assured status 14,578 22,317 customers taking part in our tracking research attendees at strategic research and engagement events 248 10,606 Water Rangers and assistants protecting our rivers and customers helping to evaluate our campaigns coastal waters 14,886 1,502 social media conversations conversations on our Have Your Say forums WE ALSO ENGAGE OUR CUSTOMERS EACH YEAR THROUGH: 91 130 partner organisations attended our Thinking Ahead events attended by Flo, our community engagement vehicle workshops to co-create our environment plan 4,388 39.5m customers received support and advice to help manage reach of our award-winning campaigns in 2017 debt in 2017 3,000 500+ customers engage with our customer heroes with a stakeholder organisations helped co-create our plan further 1m customers at events 4,700 100 people co-creating ideas at our Innovation Festivals customer and stakeholder events and meetings attended every year by Water Forum members during the PR19 process 5.4m 2,446,579 31,000+ followers and a 5.4m reach on Twitter conversations in our customer centres on average every year 1m 52% 5,525 Facebook followers, 130,000 engaged with our content, of our people volunteer to support community projects and a reach of 1m
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