Service Commitment Plans

As we failed to hit a number of these in 2023/24, Ofwat categorised Welsh Water as ‘lagging’, along with two others. Each of these companies is now required to produce a Service Commitment Plan, to explain to customers and stakeholders the reasons for the areas of poor performance, and how we are planning to put these right. While there are a variety of reasons for failing to hit the targets set by Ofwat, we hold ourselves to the highest standards and take any performance failings very seriously. We are determined to get these back on track and will be as always fully transparent with customers about how we are doing. This main document provides an accessible summary of our plan. You can find our fully detailed service commitment plan in the appendix.

Understanding root cause

We already have a good understanding of where things are going wrong and the root causes of the problems. These are set out in this document in the relevant section, with further detail in the Appendix. Some of these are within our control, while others are more difficult for us to influence. We are taking an evidence and data-led approach, with the use of ‘smart’ technologies and monitoring expanding every year, giving us better insight and understanding on how our networks and assets are operating.

Taking action

This plan sets out the actions we are taking in each area of underperformance to address the root causes. Actions are time bound and specific, with estimates of the performance improvement we expect as a result.

Reporting

Our Board will closely monitor the delivery of this plan, and we will share progress every quarter with our customers, regulators, Independent Customer Challenge Group and other stakeholders via quarterly updates on our website.