OUR PLANS FOR 201520

WE SUPPLY CLEAN, CLEAR DRINKING WATER THAT TASTES GOOD

WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Clean water

99.94%
Compliance with required standards

56,832
Samples per year

Condence that your tap water is high quality and safe to drink Clear water Fewer customers will receive tap water that is cloudy or coloured

Work with farmers to prevent pollutants such as pesticides from entering the rivers that your drinking water comes from Carry out major improvements at the water treatment works serving Teesside, Tyneside and Northumberland Clean 1,500 miles of water pipes across the North East

WE PROVIDE A RELIABLE AND SUFFICIENT SUPPLY OF WATER

WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Reliable water The chance of your water supply being unexpectedly cut off will be maintained at the lowest level in England Sufcient supply Less water lost through leaks Water pressure at or above the minimum standard, for the vast majority of customers

Replace 200 miles of water mains to prevent pipes bursting and causing supply interruptions Continue to improve our leak nding and repair services Maintain our good performance on water pressure

WE PROVIDE EXCELLENT SERVICE AND IMPRESS OUR CUSTOMERS

WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Excellent service Dependable service Fast resolution of problems Contacting us to be a satisfying experience

Aim to get things right rst time Keep you informed of progress Check you are happy with our service Offer ways you can contact us that suit you (by phone, online, text or email) Provide a friendly service, and treat you as an individual

OUR CUSTOMERS CONSIDER THE SERVICES THEY RECEIVE TO BE VALUE FOR MONEY
WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Value A fair price for a great service Support for customers who struggle to pay their water and sewerage bills

Work efciently so that we can keep your bills as low as possible Offer personalised advice and support Offer exible payment arrangements Promote free water meters to customers who would benet Collect debt from customers who can afford to pay, in order to keep everyones bills down

WE PROVIDE A SEWERAGE SERVICE THAT DEALS EFFECTIVELY WITH SEWAGE AND HEAVY RAINFALL
WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Less ooding Reduced risk of our sewerage system causing ooding inside customers homes Less pollution Reduced risk of our sewerage system causing pollution to rivers

Improve 270 miles of sewers to reduce the risk of ooding Continue to encourage our customers to ush only toilet paper, pee and poo! Work with councils, the Environment Agency and others to manage the drainage of rainwater

WE HELP TO IMPROVE THE QUALITY OF RIVERS AND COASTAL WATERS FOR THE BENEFIT OF PEOPLE, THE ENVIRONMENT AND WILDLIFE
WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO BATHING WATER QUALITY

Cleaner river water Improved water quality along 30 miles of the North Easts rivers Better coastal water Cleaner water for swimming and surng All bathing waters in the North East to meet the minimum standard (Sufcient) More than 80% of bathing waters to meet the Good or Excellent standard

Improve 12 sewage treatment works to raise the quality of water we return to rivers Improve our sewerage systems at Seaham, Saltburn and Seaton Carew to better protect 3 bathing waters from potential pollution

EXCELLENT / GOOD

WE PROTECT AND ENHANCE THE ENVIRONMENT IN DELIVERING OUR SERVICES, LEADING BY EXAMPLE
WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Protect By 2020 greenhouse gas emissions will be reduced by a third compared to 2008 levels Enhance Increased variety of plants, birds, insects and animals on Northumbrian Waters land Eels and other sh that live in the North Easts rivers to be protected

Generate power from poo around 30% of the energy we use will come from processing sewage Work with local environmental groups to improve natural habitats Ensure eels and other sh will not be harmed when we take water from rivers to supply your drinking water

WE ARE AN EFFICIENT AND INNOVATIVE COMPANY

WHAT YOU CAN EXPECT FROM US

WHAT WE WILL DO

Customer bills kept as low as possible Work delivered with minimum disruption to the service you receive

Use the latest control systems to reduce the cost of supplying water Have the right information and equipment to deliver great service Use the latest remote controlled minisubmarines to inspect and clean our reservoirs without disrupting your water supply or quality Work with universities and suppliers to develop new technologies and solutions

WE WORK IN PARTNERSHIP TOWARDS COMMON GOALS

WHAT YOU CAN EXPECT FROM US

WHAT WE WILL DO

Deliver improvements that could not be achieved by Northumbrian Water alone

Work with wildlife trusts and environmental charities to manage our land Work with the Environment Agency and local councils to create new wetlands to store rainwater and improve the environment Work with customers to use water wisely Work with others to manage moorland and protect the rivers that your drinking water comes from

WE ARE PROUD TO CONTRIBUTE TO THE SUCCESS OF LOCAL COMMUNITIES

WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Improved prosperity and wellbeing in our communities Raised awareness that water is good for you, particularly amongst children and young people Raised awareness of the importance of looking after the environment Good quality visitor centres and recreational opportunities at our main sites for local people and tourists

Just an hour more than half our people giving 15 hours a year to help 700 community organisations Provide tap fed water coolers for schools and community groups Turn empty Northumbrian Water buildings into facilities for community use Maintain good quality recreational facilities at our reservoirs, such as Kielder Water

WE DELIVER WATER SERVICES THAT MEET THE NEEDS OF CURRENT AND FUTURE GENERATIONS IN A CHANGING WORLD
WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Each generation to pay its fair share Water supply and sewerage services to be safeguarded both now and in the future

Make the best use of changes in technology and new ways of working Spend money on services at the right time not early and not late Identify future challenges and make sure we have plans to meet them

COST TO CUSTOMERS

WHAT THIS WOULD MEAN FOR THE AVERAGE BILL PAYER BY 2019-20
Based on current assumptions, Northumbrian Water can deliver this package of water and sewerage services for an ination only bill increase. Ination is the increase in the prices paid for the goods and services that we all buy. We dont know what ination will be for the period 2015-20. Forecasts have suggested that ination, measured by the Retail Prices Index (RPI), could be around 3% per year. This would mean an increase of around 11.60 per year on the average household water and sewerage bill. It should be noted that household incomes also tend to rise over time. When considering our plan, please bear in mind that other household bills may also go up or down too.