TRANSFORMATION

COLLABORATION INN

OVAT

ION

OUR PLAN FOR 2015 TO 2020OUR PLAN FOR 2015 TO 2020

of water and wastewater services.Read on to find out how our plan for 2015 to 2020 responds to what customers told us matters most.

Water is essential to life, to people and the environment, and to a vibrant and growing economy.

Over the last year we have invited you to Discover, Discuss and help Decide the best possible future for your local water and wastewater services. I’d like to thank everyone who has helped shape our thinking and create a plan we are confident delivers the priorities you have told us are important for customers, the environment and the economy. What we learnt helped guide the choices we’ve made in planning for 2015 to 2020 and beyond.

In July we published our proposed plan to maintain and improve services while making sure average bills increased by no more than inflation.

We asked you to help us check we had got the balance right between looking after your water supply, protecting the environment and preparing the region for the challenges of growth and climate change while keeping bills affordable. We were delighted that over 90% of customers we surveyed felt our proposals were acceptable.

We plan to go even further, delivering the same outcomes we set out in July while holding increases in average household bills to no more than half the rate of inflation between 2015 and 2020.

We’ve now submitted our plan to our regulator Ofwat who will review it over the next few months to check it strikes the right balance for customers.

Your help, advice and support has been invaluable – again thank you.

Peter Simpson, Chief Executive

THANK YOU FROM PETER SIMPSON, our Chief Executive

If you are having difficulty reading this

text please call

08457 91 91 55

for a large print version.

SHAPE THE FUTURESHAPE THE FUTUREThousands of customers have helped us to

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Anglian Water has been named as one of the top performers in this year’s Business in the Community Responsible Business Awards. We received a Platinum Big Tick – achieving our highest ever score of 97%, and we were shortlisted for ‘Responsible Business of the Year’ recognising us as a leader of responsible business in the UK.

The awards identify companies that are transforming their businesses to create a more sustainable future, looking at how businesses tackle biodiversity, environmental protection, waste reduction and climate change, as well as how they work with suppliers and take care of employees.

Platinum Big Tick award

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5

PLANPLANOUR FOR 2015/2020

Here, we summarise what customers have told us about our services and what they’d like to see us do in the future.

For more information please visit: www.discoverdiscuss decide.co.uk

We’d like to explain the choices we’ve made in developing our plan for 2015 to 2020 and beyond.

Over the next five years, we’ll spend almost £5 billion to look after your water supply, protect the environment and prepare the region for future challenges such as population growth and climate change.

We’ll do this while holding increases in average household bills to no more than half the rate of inflation between 2015 and 2020.

We want to go even further to protect customers from the pressure of inflation on bills. So we’ve introduced a new scheme to help absorb some of the impact of inflation if we see unexpected increases in the future.

In developing our plan, we’ve been working closely with the independent Customer Engagement Forum. This represents the interests of customers, communities, the economy and the environment, advising and challenging us at every stage as we develop our plan.

The Forum supports this plan.

A message from the Customer Engagement ForumThe independent Customer Engagement Forum is a new and very important means of ensuring that the views of all customers, domestic and business, influence the way that Anglian Water plans and delivers its services.

We have put pressure on the company to produce a plan which represents the priorities of customers and their willingness and ability to pay for water services in these tough economic times.

We have carefully reviewed the company’s proposals in light of customer priorities, regulatory requirements and the implications for the local economy, environment and communities.

We accept it is not possible to get everything customers and stakeholders want at the price that customers are willing to pay and we believe that this is a balanced plan.

We are very pleased that the company listened to our ongoing challenge about keeping bills as low as possible and have come forward with proposals to keep rises in average household bills to below half the rate of inflation.

You can find out more about how we’ve challenged Anglian Water and come to our conclusions in our assurance report to Ofwat at www.discoverdiscussdecide.co.uk.

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SAFE CLEAN WATER

FLOURISHING ENVIRONMENT

A SMALLER FOOTPRINT

RESILIENT SERVICES

SUPPLY MEETS DEMAND

ENVIRONMENTAND THE

FOR CUSTOMERS OUTCOMES

Ensuring that you are very satisfied with your service

Manage and meet the growth in demand for sustainable and reliable water and wastewater services

A financially responsible, efficient business earning fair profits

Provide the services our customers expect over the long term through responsible asset stewardship

Drinking water is safe, clean and acceptable

Our services cope with the effects of disruptive events, in particular increasingly severe weather events. We plan ahead for the impacts of our changing climate

A flourishing environment, for nature and for everyone

Bills balance fairness, affordability and value for money

SATISFIED CUSTOMERS

FAIR CHARGES

FAIR PROFITS

INVESTING FOR TOMORROW

Leading by example on reducing emissions and conserving the world’s natural resources

CARING FOR COMMUNITIESWorking responsibly with and for your community

THIS PLAN WILL ACHIEVE

OUTCOMES10 KEY10 KEY

6 7

HOW WE HAVE ACTED ON YOUR FEEDBACKHOW WE HAVE ACTED ON YOUR FEEDBACKHOW WE HAVE ACTED

ON YOUR FEEDBACK

Many customers are worried about the economy and are feeling the

pressure on household budgets. And while most think our service is value for money, you want to be confident that,

despite being a monopoly,

our prices are fair and affordable.

We heard loud and clear that

leaks are a big concern for many. You don’t like to see us

wasting resources and not playing our part to conserve water.

There’s a recognition of increased pressures from growth and changing weather patterns.

And you want to know that we’re

planning ahead, working in partnership with others and taking

action now to prevent storing up

problems for the future.

WHAT YOUTOLD US...

In our biggest everconsultation with customers, we’ve heard the views of thousands of people through face-to-face meetings, surveys, roadshows, workshops and focus groups. This is what you told us…

Delivering high-quality water and wastewater services while

keeping bills affordable

is a priority.

We’re very conscious that many family and business budgets are under pressure, during tough economic times.

As well as inviting everyone to have their say on our proposed plan, in July we surveyed 2,200 customers to help us check how well our plan responded to customer priorities. We’re delighted that over 90% of those we surveyed told us they thought it was acceptable.

When we asked those who found the plans unacceptable what could be done to improve them, most wanted to see lower bills. We’ve worked hard to exceed expectations by holding increases in average household bills to no more than half the rate of inflation between 2015 and 2020.

We have developed our plan to keep bills to the absolute minimum, seeking efficiencies wherever possible and only suggesting improvements where we’re clear they really matter to our customers.

Other areas such as

environmental improvements tend to split views with

some people being strongly supportive while others want us to focus on

our core service. Where we do go beyond what’s required by law, most people are keen that there’s

a clear economic benefit.

We know that while many people are willing to pay a little more to improve services, you want reassurance that

we’re acting now, spending money to

tackle leaks and delivering value for money.

We’re pleased to hear that the majority of people are

satisfied with our service overall and service problems

are rare.

Although most people tell us water isn’t something

they think about very much, it’s something nearly everyone agrees is

essential for life.

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EVERY DAY WE LOOK AFTER

OVER 38,000 KILOMETRES OF WATER MAINS,

OVER 75,000 KILOMETRES OF SEWERS,

146 WATER TREATMENT WORKS AND 1,123 WASTEWATER TREATMENT WORKS

We think this is the right balance between investing for the future and keeping bills affordable.

About three quarters of the money spent will be used to run the business and to ensure our equipment (such as pipes, treatment works and reservoirs) effectively provides the services customers expect both now and in the future.

The rest will help extend our services to cope with growth, enhance services to meet new obligations required by law and deliver improvements that customers value the most. For example, drinking water quality, the resilience and reliability of our services, reducing flooding, protecting the environment and tackling leaks.

The following pages focus on the areas of our plan that customers told us were the most important of all.

AVERAGE HOUSEHOLD

BILLS WILL RISE BY

NO MORE THAN

HALF THE RATE OF INFLATIONBETWEEN 2015

AND 2020

Between 2015 and 2020, we’ll spend almost £5 billion to look after your water and wastewater services, protect the environment and prepare the region for future challenges such as population growth and climate change.

We’ll do this while holding increases in average household bills to no more than half the rate of inflation.

OUR PLANPLAN In July, over 90% of customers we surveyed found our proposals for each of these areas acceptable. We’re really pleased to hear such positive feedback and we’ve kept the same approach in our final plan.

The biggest concern about our plans came from customers who had financial difficulties or special requirements such as medical conditions needing a lot of water.

To help those most in need, we will increase our contribution to the Anglian Water Assistance Fund to £1 million a year. And we’ll work closely with other organisations such as Citizens Advice and the Consumer Council for Water to offer additional support.

We also plan to introduce a new tariff for those facing financial hardship and will consult on these proposals next year.

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OURIN FOCUS

PLANPLAN

Most people told us they are satisfied with their water and wastewater service and that continuing

to deliver this service to a high standard is a priority. The majority of people we asked said they would rather keep the same level of service as now than have a lower bill with a reduced standard of service.

Reports of service problems are rare. When they do occur, they tend to relate to leaks and interruption to supply, taste, odour or colour of water.

Flooding from sewers, while rare, is a particularly serious failure.

Drinking water quality is our highest priority.

We will continue to work closely with the Drinking Water

Inspectorate, health professionals, local

authorities and others using the latest science and modelling to ensure excellent standards are maintained. For the last two years we have achieved 99.96% compliance.

We’ll also work in partnership with land managers, farmers, the Environment Agency, supermarkets and others to influence land-use practices to reduce pollution before it affects water sources.

We’ll also work closely with others such as local authorities and developers to increase storage and use more sustainable solutions to reduce the amount of rainwater entering our sewers.

DELIVERING A HIGH-QUALITY SERVICE

YOU SAID WE

WILL

OVER

6 million PEOPLE RELY

ON OUR SERVICES

Leaks are a particular concern. You don’t like to see us wasting resources. And you want us to play our part to conserve water.

We’ll set ourselves our toughest ever target on leakage, aiming for no more than 172Ml/d* by 2020 compared to 195Ml/d today. 172Ml/d is more than 18% below the 211Ml/d target previously set by Ofwat and the Environment Agency.

While most customers we asked thought this was acceptable, some felt that we still hadn’t gone far enough. We believe that 172Ml/d is an ambitious target and as far as we can practically go by 2020. But we are committed to reducing our leakage further, aiming for 93Ml/d by 2040.

To achieve this we will employ the latest leak-detection technology, maintain our rapid leak repair work, extend pressure management in the water system to help prevent leaks and replace the weakest pipes most at risk of leaking.

LEAKS

WE HAVE INVESTED

£17 million THIS YEAR ON

PROACTIVE LEAKAGE CONTROLMost customers think

metering is the fairest way to charge for water but don’t want us to force people to switch to a meter.

We’ve already got one of the highest proportions of

metering in the country, with nearly 75% of customers paying

based on how much water they use and we aim

to have 95% of homes fitted with a meter by 2020. We will continue to offer incentives such as a two year switch-back guarantee to encourage people to pay their bill on metered charges rather than make it compulsory. As well as saving water and energy, typically a household saves around £100 a year on water bills once they’ve switched to metered based charges.

We’ll also introduce over a million ‘smart meters’ which can be read remotely, more regularly and more cheaply than standard meters. These new meters will help us and our customers understand more about how much water they’re using.

METERING

YOU SAID

WE WILL

ALMOST

75% OF HOMES PAY ON A METERED CHARGE – ONE

OF THE HIGHEST PROPORTIONS IN

THE COUNTRY

YOU SAID

WE WILL

*Ml/d = Megalitres per day and 1 Megalitre = 1 million litres.

12 13

We heard mixed views about the environment. Some people want us to do more than we are obliged to do by law while others prefer us to concentrate more on providing clean safe drinking water and taking wastewater away. There was strongest support for going beyond the minimum standards required by law where there were economic benefits for local people without a big impact on bills.

We will ensure we meet all of our legal obligations to protect the diverse and distinctive habitats in our region, including coastal and river waters, wetlands, grasslands and woodlands.

We’ll also seek value for money by working in partnership with others such as the Environment Agency, the RSPB, Wildlife Trusts and other local voluntary organisations.

We’ll engage with communities through schools and our Water for Wildlife, RiverCare and BeachCare initiatives to encourage customers to get actively involved in protecting their local environment. While this goes beyond our legal requirements, it has a very small impact on bills and we believe is the right thing to do.

We will continue to recycle more and reduce our carbon and water footprints, which also help to reduce costs.

ENVIRONMENT OURIN FOCUS

PLANPLANMost people recognise the

increasing pressures faced by our region from growth and climate change and want to know that

we are planning ahead and taking action.

Our long-term goal is to ensure all customers can be supplied by

more than one water treatment works, so if

something goes wrong at one works, their water supply

is protected. We plan to phase the spending on this to manage the impact on bills and in the next five years, we’ll protect a further 300,000 customers’ supply.

To protect against drought we’re looking at an option to build a large pipe so we can transfer water from the River Trent to the Rutland area to secure water resources in the drier parts of our region.

We’ll continue to monitor and prepare for the impacts of extreme natural and man-made hazards such as flood, drought, fire or power disruptions to minimise the risk of them leading to problems for our customers.

We’ll invest in new pipes, onsite generators, security monitoring and flood protection for our key sites. And we’ll work closely with others such as emergency services and power companies to ensure we have robust recovery plans in place.

BEING RESILIENT TO FUTURE CHALLENGES YOU

SAID

WE WILL

OUR BIODIVERSITY ACTION PLAN

IDENTIFIES 60 high-

priority species WE WANT TO HELP

PRESERVE AND PROTECT

WE WILL

YOU SAID

Many people asked why more money couldn’t

come from profits or more efficient ways of working than expecting customers

to pay more.

Providing fair returns to our investors is important

to ensure they continue to invest in the long-term future of water and we

can continue to borrow money at rates that help

keep bills lower.

We take very seriously our responsibilities as a good corporate citizen. To reassure customers that we are operating fairly, we’ll continue to be open about how we are structured, our performance, profits and what tax we pay.

We’ll also continue to be as efficient as possible. The savings we make are shared with customers and have

helped us to absorb costs that otherwise would have increased customers’ bills by £18. This includes costs to respond to the 2012 drought after the driest period for nearly 100 years, and to double the length of sewers we look after following the adoption of private sewers.

We’ll keep working with our suppliers and business partners to find the most efficient ways to deliver our services. At the same time, our investors will continue to invest funds in the company to protect and improve services.

Since 2010, we have spent £2.5 billion in maintaining and improving assets. We’ll continue to invest now to prevent storing up problems for the future and are confident that this is a sustainable plan to deliver our long-term outcomes for customers and the environment.

FAIR PROFITS AND SMARTER WAYS OF WORKING

YOU SAID

WE WILL

MORE EFFICIENT

WAYS OF WORKING MEAN THAT THE AVERAGE BILL IS

£18 LOWER THAN IT

WOULD OTHERWISE HAVE BEEN

14 15

£1.27

26p9p10p

12p

38p9p

23p £1.2812p

26p9p10p

38p9p

23pOn money borrowed to improve services

To ensure it works efficiently

E.g. connecting new homes to water and wastewater supply

This covers day-to-day operating costs

Tax on profits; rates on buildings and water and wastewater treatment sites; and licence fees to the Environment Agency

This includes wages for direct employees and people indirectly employed through our supply chain

PEOPLE AND MATERIALS

PROFIT

ENERGY

PAYING BACK INTEREST

MAINTAINING OUR EQUIPMENT

BUILDING NEW ASSETS

PAYING TAX, RATES AND LICENCES

*Based on an average annual water and wastewater bill of £468 in 2019/20

Net profit generated

PER HOUSEHOLDPER DAY*

HOW WE PLAN TO SPEND YOUR MONEYMONEY

We’ve kept bills as low as possible by working hard to find more efficient ways of doing things and making sure we focus on the things that really matter to our customers.

We looked at how best to phase the change in bills over the five years to 2020. You told us that it’s easier to budget if bills are stable so we’ll reduce average household bills by 1.8% before inflation every year.

That means, for customers who receive water and wastewater services from us, our average household bills will fall from £440 in 2015 to £403 in 2020 before inflation.

We’ve used the latest forecasts of expected inflation rates to illustrate, in the graph to the right, the likely impact on average water and wastewater bills by 2020.

With forecast inflation included, the average bill for customers who receive our water and wastewater services will be £468 in 2020. For those receiving only water it will be £211 and for those receiving only wastewater, £257.

BILLBILLWHAT DOES THIS MEAN FOR YOUR ?

Average household water and wastewater bills before inflation(£)

Decrease Increase

360

380

400

420

440

460

480

Average bill 2014–15

E�ciencies Lower profit levels and

interest rates

New obligationsrequired by law

e.g. environmentalimprovements

Additionalinvestmentfor servicesand growth

Average bill 2019–20

Average household water and wastewater bills(£)

Inflation

100

200

300

400

500

2014

-15

2015

-16

2016

-17

2017

-18

2018

-19

2019

-20

£440 £445 £450 £457 £462 £468

The actual bill you receive from us will vary depending on your individual circumstances.

We want to help those finding it hard to pay their bills – for more information on ways to save water and money, different payment options to help spread the cost and help for those dealing with debt visit www.anglianwater.co.uk or call 08457 91 91 55.

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What happens next?Over the next few months, Ofwat, our economic regulator, will review our plan. It will let us know in April 2014 whether it approves it or whether it feels there are areas that need to be refined.

If there are areas of significant change, we’ll consult customers and work with the Customer Engagement Forum to make sure the refined plan still delivers what matters most to customers. Once agreed, we’ll start delivering our plan from April 2015.

DELIVERING OUR PLANPLAN

To monitor our progress and make sure we’re on track, we’ve set targets for each of our ten outcomes to say where we think we should be by 2020.

We’ll report back at least once a year on how well we’re doing and have agreed appropriate incentives and penalties against each with the Customer Engagement Forum.

To find out more see our Outcomes In Detail document at www.discoverdiscussdecide.co.uk.

A great track recordWe’re already making great progress in our ambition to be a leading customer service business in the UK. We want to deliver excellent customer service, be as efficient, innovative and responsible as possible, and transform the way we all value and use water. This year, for example, our achievements include:

• Industry leader on customer service*

• Lowest ever leakage level – 10% below Ofwat’s target level

• Excellent drinking water quality – 99.96% overall compliance

• Platinum Big Tick in Business in the Community’s 2013 Corporate Responsibility Index

• 100% beach bathing water compliance for 11th year running

Managing uncertaintyAs we’re planning so far in advance, we’ve had to make some assumptions about what might happen in the future. We’ve used the best forecasts available for costs such as rising energy prices, interest rates and inflation.

Some of the assumptions in our plan may turn out to be better than anticipated and some may be worse. We want to go even further to protect customers from these uncertainties and are introducing new ways of sharing potential benefits with customers.

One of the assumptions that could have the biggest impact on customers’ bills is inflation.

We forecast inflation at 3%. If it turns out to be lower, then customers’ bills will be lower than forecast. If it turns out to be higher, then we will absorb half of the extra increase above 3% and up to 4.5%.

If it increases by significantly more than forecast, above 4.5%, we would need to look at what this means for our costs.

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*Securing first place in Ofwat’s SIM league table (qualitative element) September 2013

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Anglian Water Services Anglian House Ambury Road HuntingdonPE29 3NZ

www.anglianwater.co.uk

LED351/11/13

We had a think about all the water and carbon it takes to make a document like this, then we called up the people at Howard Smith Paper.

Revive 100 White Silk is FSC certified and produced using 100% recycled content. It’s a Carbon Balanced stock, which means the production and distribution process has been offset by the World Land Trust, who plant exactly the right number of trees to balance things out.

For more information please visit: www.discoverdiscussdecide.co.uk

CBP00070522111135118

Design and production by Flag Communication December 2013