Annual Stakeholder Review

Welcome – Steve Robertson, CEO

Richard Aylard CVO – External Affairs & Sustainability Director

Annual stakeholder review. The year in review.

A busy year.

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Highlights 2015 –16.

Our customer service.

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Leakage is reducing.

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• We have reduced leakage by a

third since 2003/04. This includes

replacing more than 1,700 miles

of cast-iron Victorian water mains

over the last decade .

• Leakage is complex – three

distinct types of leak which all

require different action.

• If we stopped active leakage

control, leakage would double in a

year.

Customers better

understand their

water use

Reduce water use = save

money

Opportunities for innovative

measures e.g. financial

tariffs and incentives

Better understanding

of network

performance.

Helps to target leak

detection and repair

Helps differentiate between

usage and leakage.

An integrated approach to demand management.

Leakage Metering Water

Efficiency Leakage Water

Efficiency Smart

Metering

Getting ahead of the weather.

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Our environmental performance.

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Long-term sustainable investment.

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Final thoughts

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We’ve made good progress - but recognise there’s

more to do

New technologies and new ways of working are

underpinning everything we do

We are evolving the business to operate more

independently of the weather

Annual stakeholder review. A stakeholder’s perspective.

Anne Heal – Chair of Thames Water Customer Challenge Group

Nick Fincham – Strategy & Regulation Director

Annual stakeholder review. Future investment priorities.

Talking to our customers.

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Everyone’s views matter.

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Three key conversations.

Phase 1:

Long-term priorities

(outcomes)

October - November 2016

Phase 2:

Local engagement

May 2017

• Local community level conversations

• What is important in your communities

• What we are doing in your communities

Phase 3:

Draft plan

January 2018

• Feedback on detailed plans

• Bill impact

• General soundings

• Feedback on our long-term priorities and services

Our long-term priorities.

1) Deliver an effortless customer experience

2) Deliver a safe and dependable water service

3) Deliver a safe and dependable wastewater service

4) Plan for the future

5) Be a responsible company

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1. 2. 3.

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Time to vote “Is there anything missing that you would expect to see?”

1. Yes, we have missed something

important.

2. No, we have covered everything

3. I don’t know

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Deliver an effortless customer experience Deliver a safe and dependable water service Deliver a safe and dependable wastewater service Plan for the future Be a responsible company

1. 2. 3. 4. 5.

0 0 0 0 0

Time to vote “Which of these would your organisation like to hear more about?”

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1. Deliver an effortless customer experience

2. Deliver a safe and dependable water service

3. Deliver a safe and dependable wastewater service

4. Plan for the future

5. Be a responsible company

1. 2. 3. 4. 5. 6.

0 0 0 0 0 0

Time to talk “How do you want us to engage with you?”

1. Letters and emails

2. One to one meetings

3. Stakeholder workshops

4. Public forums

5. Stakeholder website

6. Social Media

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Steve Robertson

CEO

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Meeting the team.

Meeting stakeholders.

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Writing the next chapter.

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Abbey Mills sewage

pumping station

Delivering for customers – whatever the weather.

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Boats on the Thames

at Kew during 1976

drought

Kitchen flooded with

sewage

Treating waste – or producing clean water and energy?

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THP plant at Oxford

sewage works

Innovative customer engagement.

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Battle of Ideas,

London, Oct 2016

Final thoughts.

• Success is giving customers an excellent

service – and balancing their needs with those

of the environment

• We’ll only achieve our aspirations by working in

partnership with you

• Let’s keep the dialogue going

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