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Glas Cymru 20 Earning the Trust of Our Customers, Every Day, and For

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Glas Cymru 20 Earning the Trust of Our Customers, Every Day, and For GLAS CYMRU 20 EARNING THE TRUST OF OUR CUSTOMERS, EVERY DAY, AND FOR GENERATIONS TO COME Glas Cymru Holdings Cyfyngedig Annual Report and Accounts 2020–2021 Accounts and Report Annual Cyfyngedig Holdings Cymru Glas ANNUAL REPORT & ACCOUNTS 2020-2021 OVERVIEW YEARS OF CUSTOMER LED 2001- SUCCESS Glas Cymru is unique in the water industry in England and Wales. Formed in 2000, it was created to acquire and run, on a not-for- shareholder dividend basis, Dŵr Cymru Cyfyngedig (referred to throughout this report as Welsh Water), the regulated water and wastewater provider for most of Wales and neighbouring parts of England. Glas Cymru's unique corporate 2001 structure was formed in the 2011 Glas Cymru secures belief that this was a better 2006 Welsh Water invests ownership of Welsh way to finance and run a Welsh Water marks 2009 £40 million in its Water after a £1.9 water company, with improved £1 billion investment Welsh Water first advanced billion bond issue outcomes for our customers in wastewater confirms £1.5 anaerobic digestion and the communities that Welsh Glas Cymru deal network at Billion billion investment facility at Cardiff Water serves. named world’s top Pound Beach Event over five years to Wastewater deal of 2001 at Barry Island 2015 Treatment Works HOW DOES OUR MODEL WORK? Without shareholders, our 2001 single focus is to act in the best interests of customers. Our Members fulfil an important 2003 2004 2010 2013 governance role but have no Approximately 150 Nigel Annett, Over 1,600 Chris Jones, co- financial stake in the business. colleagues working co-founder Glas colleagues in- founder Glas Cymru, With no need to pay dividends directly for Welsh Cymru, appointed sourced to Welsh appointed Chief outside the Group, any money Water Managing Director Water with the Executive following we make goes directly back into main operating Nigel Annett’s the business. We have used this and maintenance retirement Welsh Water 2050 2 Welsh Water 2050 – to become a truly world class, resilient and contracts being Customer Return of Value to customers in “ sustainable water service for the benefit of future generationspromises Future the past to help keep bills lower; trends ” brought in-house provide financial support to to reduce cost and Welsh Water 2050 Executive Summary improve customer customers who struggle to pay Introduction Welsh Water is proud to provide essential public services in the management of the water cycle to over three million people This strategy, Welsh Water 2050, is part of across most of Wales and some adjacent 6 our plan to realise this vision in a rapidly parts of England. As an essential public changing world. service provide respond to these customer priorities, and to r, we must: From our extensive customer research and ensure that we can continue to deliver our focus • Plan for the very long their water bills; and to invest to continued tracking of customer sentiment, we customer promises and achieve our vision in can aim to protect future generations from -term, so that we understand that we serve many differing the context of a changing world. This is potential challenges (such as climate groups of customers, with individual wants, encapsulated in our Welsh Water 2050 change) and take full advantage of needs and expectations of our services. mission statement: potential opportunities (for example, new technology and data analysis); We have developed six customer promises to reflect the service we should provide to all • Welsh Water 2050 Be customer of our customers: both in terms -ofled our in everythingday to day weactivities do “ truly world class, resilient– to become and a and also in developing our plans for the– 1. Clean, safe drinking water for all; sustainable water service for the future; improve services for customers. 2. Safeguard our environment for future benefit of future generations • Work in partnership with many other generations; organisations, to ensure that we play our Welsh Water 2050 is built on five key 3. part in delivering society’s wider goals; Personal service that’s right for you; elements: • 4. Fair bills for everyone; During a significant Have the best people to deliver the best • The Welsh Water customer promises;” outcomes for our customers; 5. Put things right if they go wrong; and • A review of future trends; • Constantly look for opportunities for 6. • The Welsh Water Resilience Wheel and research, innovation and adoption of best A better future for all our communities. assessment; practice to help us deliver a better and Above all, customers place a particular more efficient service to our customers; emphasis on the reliability of essential • Welsh Government policy and strategy services with particular alignment to the Well • Provide a high quality service in which all – the provision of safe drinking We also look to the longer water, and the protection of the environment. of Future Generations Act; and – of our customers can place their trust; They expect us to protect them against short -being and • Extensive feedback from customers and freeze/thaw event term shocks (for example, extreme storms or stakeholders collected during the Welsh • Ensure that this service represents good unexpected technical failures in assets) and - Water 2050 consultation in summer 2017 value for money and is affordable for all of longer-term stresses (for example, population our customers. change and climate change). In 2013, following the involvement of 1,000 of They also need to know that they can trust us our colleagues, we adopted a clear vision for to anticipate future trends that present term and invest to ensure we our business, which is: challenges to service reliability, and opportunities to improve it. They want to be To earn the trust of customers, sure that we are taking the necessary action Welsh Water has to “ every day to ensure that the services we provide are resilient to future trends. can continue to provide high- ” We have developed Welsh Water 2050 to deal with a record Figure 4 : Our colleagues at an engagement event with our customers. © quality services to benefit future Welsh Water number of bursts generations of customers. on its drinking water Our model means that we can network — nearly offer secure, long-term credit 200 in one day — quality to investors, allowing us and 5,000 calls to raise finance at the cheapest from customers possible cost. reporting problems on Boxing Day IFC | GLAS CYMRU HOLDINGS CYFYNGEDIG | ANNUAL REPORT & ACCOUNTS FOR THE YEAR ENDED 31 MARCH 2021 OVERVIEW 2016 OUR ACHIEVEMENTS Welsh Water 2021 acquires Llanishen Our not-for-shareholder and Lisvane operating model and customer- Reservoirs in Cardiff focused business purpose has to develop a fifth helped secure industry-leading visitor centre in levels of service by: 2018 North Cardiff and Publication of Welsh • keeping average household safeguard these Water 2050 vision bill price rises at or below the water sources for RPI rate of inflation for 12 potential economic No water supply consecutive years. development in the restrictions despite a • providing financial support capital city drier summer than 1976 to over 143,000 low income Welsh Water Managed the impact of customers to pay their water changes its worst flooding in the last 2021 bills every year. corporate structure 50 years in south Wales Glas Cymru • consistently generating to enable it to due to Storm Callum celebrates 20th amongst the highest level fund commercial anniversary of trust and satisfaction in activities such Storm Emma and ‘the Retained the the sector expressed by our as trade effluent Beast from the East’ Institute of customers for our services. services and the bring extreme freeze/ Customer Service • reducing our gearing from food waste-to- thaw conditions, 7,000 ServiceMark – 93% in 2001 to 60% as at energy plant in customers off-supply for the National 31 March 2021. Welsh Water Cardiff, in order 24 hours or more and Customer Service is amongst those companies to benefit its more than 3,000 calls Standard held since in the sector with the lowest customers from customers in a single day January 2018 gearing. • £1.9 billion invested in assets over the period 2015-20, and a further £1.8 billion 2021 investment planned for 2020-25. 2017 2019 2020 Over 20,000 New statement of Highest ever customer trust rating for second customers Corporate Purpose consecutive year ‘Have their Say’ incorporated in Rated first in the sector for new C-Mex in summer the Company’s customer satisfaction measure consultation on constitution long-term priorities Welsh Water achieved annual leakage target Action to for fifth consecutive year ‘Most combat climate Recommended’ change results Following a 40-year career with the business, water company in in 65% reduction Peter Perry appointed Chief Executive on 2017 Moneywise compared to a total Chris Jones’ retirement Home Finances carbon footprint Awards Led the water industry’s preparations for (operational & EU Exit through the sector-wide Platinum The Group embedded) of Incident Management Group acquires the food 335kton in 2010-11 waste-to-energy Dealt with the impacts of Covid-19 including plant adjacent to mobilised home-working arrangements Cardiff Wastewater for more than 2,000 colleagues due to Treatment works, the pandemic, while maintaining service to process food standards for our customers waste from Cardiff Launched campaign to support Welsh and the Vale of Government’s proposal to ban single- Glamorgan use plastic GLAS CYMRU HOLDINGS CYFYNGEDIG | ANNUAL REPORT
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