The more we keep exploring, the more we’ll achieve. For everyone. Anglian Water Services Limited Annual Integrated Report 2021 AT A GLANCE Our purpose is to bring environmental and social prosperity to the region we serve through our commitment to Overview Strategic report Governance Statutory accounts 1 OUR STAKEHOLDERS The more we keep exploring, the more we’ll achieve. For everyone. Doing the right Delivering for Going further thing for our our customers for our people environment & communities & partners & the planet Find out more Find out more Find out more on pages 42—47 on pages 48—53 on pages 54—57 Our shareholders are central to our business Our shareholders have made a long-term commitment to Anglian Water and our environmental and social purpose, and have a shared interest in and responsibility for our success. Find out more on page 58 Our relationships with our shareholders, our investors, banks and ratings agencies, our regulators, and local and national government, are crucial to help us deliver for all the stakeholders above. Investors, banks & Regulators National & local ratings agencies We deliver our purpose government through open and constructive The funding advanced by investors We seek to build strong working relationships with our and banks, and the assessments relationships with our region’s regulators Ofwat, the made by the ratings agencies, MPs and engage with both the Environment Agency and the are critical to the delivery of our national policy agenda and Drinking Water Inspectorate. investment programme. local government, from local authorities to parish councils, in a two-way dialogue. Find out more on page 59 Find out more on page 60 Find out more on page 61 OUR STRATEGIC AMBITIONS OUR FIVE-YEAR BUSINESS PLAN Our long-term Strategic We have four key goals for Direction Statement 2020—2025 that are guided ambitions are shaped to by the views and needs of deliver on our purpose. our stakeholders. Make the East of England resilient Enable sustainable economic and housing to the risks of drought and flooding growth in the UK’s fastest growing region The management of climate change risks is We will work to embed water and resilience embedded into everything we do at the heart of growth and development To make life better for our customers, To deliver our identified business priorities in the East of England every single day We think differently and work smarter to We take pride in the difference we can make to our meet our commitments to customers customers’ lives, working together to Make Today Great By 2030, be a net zero carbon business Work with others to achieve significant and reduce the carbon in building and improvement in ecological quality across maintaining our assets by 70% our catchments We are committed to reducing our carbon Our Articles of Association commit us to To deliver our 2020—2025 Final To create a sustainable future for our region delivering positive environmental outcomes. footprint in both operational and capital carbon Determination Working in partnership helps us get there Working to protect and enhance our environment By 2025 we’ll deliver our most ambitious is fundamental to how we operate Business Plan ever Find out more on pages 22—25 Find out more throughout GUIDED BY OUR MISSION STATEMENT UNDERPINNED BY OUR VALUES Water is our business. Our purpose is underpinned by our values. Together we... We handle with care and we don’t cost the earth. Overview Strategic report Governance Statutory accounts 1 OUR STAKEHOLDERS The more we keep exploring, the more we’ll achieve. For everyone. Doing the right Delivering for Going further thing for our our customers for our people environment & communities & partners & the planet Find out more Find out more Find out more on pages 42—47 on pages 48—53 on pages 54—57 Our shareholders are central to our business Our shareholders have made a long-term commitment to Anglian Water and our environmental and social purpose, and have a shared interest in and responsibility for our success. Find out more on page 58 Our relationships with our shareholders, our investors, banks and ratings agencies, our regulators, and local and national government, are crucial to help us deliver for all the stakeholders above. Investors, banks & Regulators National & local ratings agencies We deliver our purpose government through open and constructive The funding advanced by investors We seek to build strong working relationships with our and banks, and the assessments relationships with our region’s regulators Ofwat, the made by the ratings agencies, MPs and engage with both the Environment Agency and the are critical to the delivery of our national policy agenda and Drinking Water Inspectorate. investment programme. local government, from local authorities to parish councils, in a two-way dialogue. Find out more on page 59 Find out more on page 60 Find out more on page 61 2 Anglian Water Services Limited · Annual Integrated Report 2021 Our stakeholders The more we keep exploring, the more we’ll achieve. For everyone. Doing the right thing for our environment & the planet. Our environment and our planet’s natural resources are precious to us and our customers. And they face enormous challenges from climate change and population growth. That’s why we’re committed to finding ever more intelligent solutions to reduce our footprint, protect the environment and ensure that water supply meets demand. Effectively, responsibly and sustainably. See more on pages 42—47 Maintained our LEADING LEAKAGE INVESTING FOR A SMALLER PERFORMANCE TOMORROW FOOTPRINT We’re investing £3 billion from Through nature-led, demand-led 2020—2025 to maintain resilient and technology-led solutions water and water recycling we’ll reach net zero by 2030. services. AWARDED the Queen’s Award for See more on page 37 See more on page 22 Enterprise: Sustainable Development 2020—2025 Delivered FLOURISHING SUPPLY MEETS 520 SCHEMES ENVIRONMENT DEMAND to protect and enhance The natural environment is the Managing increasing demand the environment foundation of our business and on our water and water recycling the broader regional economy. networks is critical to delivering a sustainable future. See more on page 23 See more on page 43 FOUNDING SIGNATORY to HRH The Prince of Wales’s Terra Carta Overview Strategic report Governance Statutory accounts 3 4 Anglian Water Services Limited · Annual Integrated Report 2021 Our stakeholders The more we keep exploring, the more we’ll achieve. For everyone. Delivering for our customers & communities. Providing safe, clean water and recycling it safely back to the environment will always be our priority. We want our customers to be delighted with the work we do and the services we provide. But our purpose demands more of us: we’re committed to striving for social prosperity in our region, for individuals and communities alike. See more on pages 48—53 Delivered £1 million of support to more than 160 organisations and FAIR CHARGES, DELIGHTED 100,000+ BENEFICIARIES FAIR RETURNS CUSTOMERS through the Positive Difference Fund We’re committed to delivering We seek to delight our customers affordable bills for our customers with every interaction, and to while paying fair returns to our listen to and act on their views shareholders and investors. on what our region needs. SUPPORTED MORE THAN 319,000 vulnerable customers See more on pages 28—29 See more on pages 48—53 ENGAGED WITH MORE THAN 19,000 YOUNG PEOPLE SAFE, CLEAN POSITIVE IMPACT ON through our education WATER OUR COMMUNITIES programme Delivering safe, clean drinking We act as a responsible citizen, water is our most fundamental supporting the most vulnerable role; we call it doing the basics and driving social prosperity brilliantly. for all. SUPPLY CHAIN INITIATIVE OF See more on pages 52 See more on pages 40—41, THE YEAR 2020 and 88 48—53 at the Utility Week Awards for our smart metering programme Overview Strategic report Governance Statutory accounts 5 6 Anglian Water Services Limited · Annual Integrated Report 2021 Our stakeholders The more we keep exploring, the more we’ll achieve. For everyone. Going further for our people & partners. Everything we achieve as a business is through our people and our partners. Their safety, health and happiness is at the heart of everything we do. With strong foundations we’ll keep our business resilient and achieve sustainable success together, guided by our purpose and underpinned by our values. See more on pages 54—57 RESILIENT BUSINESS OUR PEOPLE: HEALTHIER, Building a resilient business HAPPIER, SAFER means being ready for whatever Our people are our biggest asset; challenges we face, from we strive to foster their health and coronavirus to climate change. happiness and keep them safe at all times. See pages 57, 76—78 See pages 54—57, 79, 82 Achieved our Awarded BEST EVER RoSPA GOLD AWARD employee engagement score — our 17th consecutive year of recognition RoSPA SAFE@WORK, Named SAFE@HOME EMPLOYER OF THE YEAR 2020 award 2020 at the Utility Week Awards Overview Strategic report Governance Statutory accounts 7 8 Anglian Water Services Limited · Annual Integrated Report 2021 About Anglian Water Water is our business. We handle with care and we don’t cost the earth. A company with purpose Planning for the long term We were the first major utility to enshrine our Our 25-year Strategic Direction Statement and purpose in the fabric of our company constitution. 10 outcomes, developed with customers, guide We work to bring environmental and social our vision. That vision has helped us supply prosperity to the region we serve through our 600,000 extra homes since 1989 with the commitment to Love Every Drop. same amount of water. Long-term shareholders Anglian Water Services Limited is the principal Top-quality service to customers subsidiary of Anglian Water Group Limited, Our whole organisation is committed to owned by a consortium of long-term investors delivering for our customers; we were representing millions of individual pension holders ranked the top-performing water and (see pages 26—27).