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Summary of Our Business Plan for 2020 - 2025 5 Pledges for 2020 - 2025 Contents Our Business Plan Will Improve Our Service to Foreword 3 You

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Summary of Our Business Plan for 2020 - 2025 5 Pledges for 2020 - 2025 Contents Our Business Plan Will Improve Our Service to Foreword 3 You 5 years, 5 pledges Summary of our Business Plan for 2020 - 2025 5 pledges for 2020 - 2025 Contents Our Business Plan will improve our service to Foreword 3 you. We’ve made five pledges, supported by Your water services today 4 25 targets, that will deliver what you have told us is most important. Our plan for the future 5 Excellent service, What matters to you 6 High quality water whenever and all day, every day Pledge 1 however you need it We’ll provide you with high quality water all day, every day 7-8 We’ll provide you with the highest quality We’ll provide the best service we can to our water and reduce the chance of supply customers and housing developers in our interruptions. We’ll cut the number of area and if you need to contact us we’ll do Pledge 2 mains bursts and soften the water we all we can to resolve your issue first time. We’ll provide your service at a fair price and supply where we need to. offer help when you need it 9-10 Pledge 3 Support a thriving Fair prices and help We’ll provide you with a service that is fit now when you need it environment we can and for the future 11-12 all rely upon Pledge 4 We’ll help more of you who are struggling We’ll help you use less water so more We’ll provide excellent service whenever and financially and make sure we know who remains in our rivers and aquifers and we’ll however you need it 13-14 needs extra assistance from us, particularly improve the rivers that are the source of if water supplies are interrupted. We’ll make our water. We’ll enhance the biodiversity of sure our support schemes are helpful and our sites, cut our greenhouse gas emissions Pledge 5 you know about them. and strive not to cause pollution. We’ll support a thriving environment we can all rely upon 15-16 A service that is fit To deliver our five pledges we need to be 17 now and for the future Contact details 18 How much will it cost? We’ll reduce leaks from our pipes and yours Water bills will fall each and invest in new and improved pipelines to year between 2020 and reduce the chance of your supply being cut 2025. The average bill off. We’ll make sure that our water sources will be cut from are working as they should and avoid the £194 in 2019/20 need for severe restrictions on water use if to £164 in 2024/25. a drought occurs. 1 seswater.co.uk seswater.co.uk 2 Water plays a role in all our lives. It’s an essential service and one that we Your water services today are proud to deliver to our customers and communities. We supply high quality people in parts of Surrey, drinking water to more than West Sussex, Kent and Our Business Plan for 2020 to 2025 has one simple objective – 730,000 south London to deliver more of what matters to you. It was built around your Sutton priorities through an extensive engagement programme and has led to us making five pledges to improve our service. Purley Cobham 85% We have considered how the world around with great service and it’s my job to make Coulsdon of our water comes from us is changing and made sure that our plan sure they have the tools to do that. Leatherhead underground sources is fit for the future. From climate change Caterham However, successful delivery of this plan beneath the North Downs and population growth to smart technology is not entirely in our hands. Water is a – over the next five years we will transform precious resource and we live in an area M25 our service and how we deliver it to you. where it’s coming under increasing pressure It’s now our job to deliver on our because of the changing climate and higher Dorking Reigate Redhill commitments and we set out how we’ll do it demand. We all need to use water wisely M23 in this document. By doing this we’ll not only and we’re committed to helping you do Edenbridge 15% provide you with a great service, but we’ll this by providing information, support and is abstracted from Horley contribute more to society and play our part in incentives. the River Eden and delivering the five goals of the Public Interest We can also all do our bit to look out for Gatwick Airport stored in Bough Commitment that has been made by all the those who are most vulnerable in our English water companies. Beech reservoir communities so they can get extra help if near Edenbridge Key to delivering our plan are our people, they need it. We’ll work in partnership with many of whom live in your communities and you, so as a community, we are all playing are customers themselves. Whatever their our part and value the water we use each role, they are dedicated to providing you day a little more. Ian Cain, Chief Executive Officer, SES Water On average, each person uses 62% of our customers We have signed up to the five long-term goals which are part of 143 litres the water industry’s Public Interest Commitment: of water each day have a water meter 1 Triple the rate of sector-wide leakage reduction by 2030 2 Make bills affordable as a minimum for all households with water and sewerage bills no more than 5% of their disposable income by 2030 and develop a We supply 160 million strategy to end water poverty litres of water each Our network is made up of 3 Achieve net zero carbon emissions for the sector by 2030 day which can rise to eight water treatment 4 Prevent the equivalent of four billion plastic bottles ending up as waste by 2030 works, 24 pumping 5 Be the first sector to achieve 100% commitment to the Social Mobility Pledge. 225 million stations and 3,500km litres during a hot summer of pipes 3 seswater.co.uk seswater.co.uk 4 Our plan for the future What matters to you Our job is to provide a plentiful supply of clean, healthy drinking Our Business Plan has been built in partnership water every day to all our customers. To do this we need to plan with our customers to make sure what we do is ahead and anticipate future challenges and opportunities so that based on your priorities. We spoke to thousands we deliver a high-quality service that is reliable and resilient. of people and you said: Every five years we produce a Business Get the basics right: Plan that sets out how we will improve Average water bills High-quality water is your top priority our services, upgrade our network and each year: • enhance the environment we rely upon • Reduce the number of burst pipes and interruptions to supply for our water supplies. This is our plan Invest to provide a reliable and resilient service now and in for 2020 to 2025. Over the five years of • 2019/20: £194 the future this plan we will spend £200 million to keep running our day-to-day operations • Serious pollution is unacceptable 2020/21: £178 and invest £40 million in improving our • Reduce leakage levels service. We will pay for our plan with money Bills should be fair and provide value for money from bills, alongside investment from our 2021/22: £174 • shareholders and some borrowing. • Keep a local call centre. The average bill for our customers will fall 2022/23: £171 each year from 2020, so by 2025 you’ll Go further in some areas: pay around 50 pence per day, making our service more affordable for all. 2023/24: £167 • Provide more help to those in financial hardship • Embrace new technology wherever possible 2024/25: £164 • Help people take control of their water usage Your money will be spent on the following • Work with schools to help the next generation value their activities: water supply 5p • Innovate to develop resilient and sustainable supplies Energy 17p • Be future-focused to address issues like climate change. Capital Performance expenditure commitments This has led to us making the five pledges we will deliver We have 25 targets between 2020 and 2025. 10p or ‘performance Other operating commitments’ to deliver. costs Some are common across Our pledges all water companies and others are unique to us as they reflect our customers’ priorities. Some have a financial penalty if we fail to High quality water Service at a fair price A service that is Excellent service, Support a thriving 6p meet them and an all day, every day and offer help when fit now and for whenever and however environment we can Financing 8p outperformance payment you need it the future you need it all rely upon Employees if we exceed them. We will report our progress every 4p year in our Annual Report Tax, rates & licences and on our website. 5 seswater.co.uk seswater.co.uk 6 Our pledge How we’ll do it... • We’ll use new technology to check the condition of our water mains without digging up roads and other public places so we can identify which need replacing We’ll provide you with with less disruption to customers • We’ll develop ‘intelligent networks’ which use new technology and artificial intelligence high quality water all to alert us to problems more quickly and pinpoint exactly where they are so we can re- day, every day route water and keep you supplied at all times • We’ll keep the pressure in our water mains more stable through enhanced monitoring and the installation of devices that calm pressure to reduce the risk of bursts • We’ll meticulously plan routine work on our network to ensure that the quality of water We will..
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