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

Confidence that your tap water is high quality and safe to drink
Clear water:

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

Fewer customers will receive tap water that is cloudy or coloured

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
Sufficient supply

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

Less water lost through leaks Water pressure at or above the minimum standard, for the vast majority of customers

WE PROVIDE EXCELLENT SERVICE AND ALWAYS IMPRESS OUR CUSTOMERS

What you can expect from us What we will do

Excellent service

Aim to get things right first 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

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

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 efficiently so that we can keep your bills as low as possible Offer personalised advice and support Offer flexible payment arrangements Promote free water meters to customers who would benefit 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 flooding

Reduced risk of our sewerage system causing flooding inside customers homes
Less pollution

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

Reduced risk of our sewerage system causing pollution to rivers

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 EXCELLENT / GOOD

Cleaner river water

Improved water quality along 30 miles of the North Easts rivers

Better coastal water

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

80%

20%

Cleaner water for swimming and surfing All bathing waters in the North East to meet the minimum standard (Sufficient) More than 80% of bathing waters to meet the Good or Excellent standard

80 % Excellent / Good quality bathing water 20 % Sufficient quality bathing water

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 Work with local environmental to 2008 levels groups to improve natural habitats
Enhance

Generate power from poo around 30% of the energy we use will come from processing sewage

Increased variety of plants, birds, insects and animals on Northumbrian Waters land Eels and other fish that live in the North Easts rivers to be protected

Ensure eels and other fish will not be harmed when we take water from rivers to supply your drinking water

GREENHOUSE EMISSIONS

2008

REDUCTION BY 2020

1/3

30%

POWER FROM PROCESSING POO

WE ARE AN EFFICIENT AND INNOVATIVE COMPANY

What you can expect from us

WHAT WE WILL DO

Customer bills kept as low as possible

Use the latest control systems to reduce the cost of supplying water

Work delivered with minimum Have the right information and disruption to the service you receive equipment to deliver great service Use the latest remote controlled mini-submarines 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

Hours Volunteered

Organisations Supported

Percentage of employees who volunteered in local communities

Totals since 2002

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 Make the best use of changes in technology and new ways Water supply and sewerage of working services to be safeguarded both now and in the future 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 inflation only bill increase. Inflation is the increase in the prices paid for the goods and services that we all buy. We dont know what inflation will be for the period 201520. Forecasts have suggested that inflation, 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.

365

Average bill

376

Average bill

387

Average bill

399

Average bill

411

Average bill

423

Average bill

201415

201516

201617

201718

201819

201920

BILLS CHANGE ONLY BY INFLATION

ADDITIONAL IMPROVEMENTS
There are five additional improvements Northumbrian Water could make over the next five years if customers think that they are sufficiently important:

Reduced risk of loss of supply

Reduced risk of sewer flooding

(lasting more than 6 days)

We could ensure communities of more than 100,000 people living in Sunderland, Durham and North Tyneside have more than one source of supply. This would reduce the chance of losing their water supply for more than 6 days if a rare event such as a major power failure or widespread flood ever happens.
Fewer unexpected interruptions

We could increase the length of sewers we clean from 250 to 330 miles every year so that the risk of our sewerage system causing flooding inside customers homes is reduced still further.

Reduced low water pressure

We could reduce the number of customers whose water supply is cut-off unexpectedly, for more than 3 hours, from 18,000 to 12,000 per year.

We could reduce the number of properties that experience low water pressure (below the minimum standard) from 150 to 50.

Improved coastal water quality

We could go further with our plan to improve bathing water quality so that 5 bathing waters at Seaham, Saltburn and Seaton Carew move beyond Sufficient status to Good.

ADDITIONAL IMPROVEMENTS

WHAT THIS WOULD MEAN FOR THE AVERAGE BILL PAYER BY 2019-20
Reduced risk of loss of supply (lasting more than 6 days) Fewer unexpected interruptions Improved coastal water quality Reduced risk of sewer flooding Reduced low water pressure Total by 2019-20 0.70 0.60 0.60 0.90 0.20 3.00

COST OF ADDITIONAL IMPROVEMENTS

365

Average bill

377

Average bill

388

Average bill

401

Average bill

413

Average bill

426

Average bill

If customers want these additional improvements, bills would gradually increase by 60p each year over the five year period, reaching an additional sum of 3.00 (without inflation) by 2019-20.

201415

201516

201617

201718

201819

201920

This means that bills would change by inflation plus an extra 60p each year for all additional improvements.