View all current alerts (6)
How are we doing?
View our frequently asked questions >
contact us >
New customer? Start here.
Customer Challenge Group
Our independent Customer Challenge Group advise, challenge and support us in development of our plans to ensure they reflect customer's priorities.
More about the CCG
River Lea restoration
Find out about the improvements we have made to the River Lea at Manor Park over the summer.
Investor Relations, Finance Department
Affinity Water Limited
Tamblin Way Hatfield
Hertfordshire AL10 9EZ
Our business plan
Every five years, all water companies are required to submit a Business Plan to Ofwat, the economic regulator.
View our plan
See the latest Annual financial reports and investor updates.
View our reports
Are you a supplier based in our supply area? We work to encourage the best possible participation in our procurement process.
View our tenders
Hello. Sign in.
You are here : At Home > Corporate > News
22 June 18
Throughout the year we have continued to make progress towards the performance commitments that we included within our AMP6 Business Plan. We have invested in building relationships with customers and other key stakeholders, improved our digital technologies and have worked hard to ensure the resilience of our network. We are particularly focused on minimising the impact of our activities on the environment that we operate in by reducing leakage, driving down customer consumption and reducing our abstraction.
We had a disappointing year for our unplanned interruptions to supply and have underperformed in this area. We have taken action to improve our service to customers in this area and have seen performance improve. We will continue to work hard to improve this in 2018/19.We are keen to recognise the huge effort from different teams across the business that have delivered improved levels of performance to help us meet the commitments we have made to customers.
Revenue - £306.3 million (2017: £308.7 million)
Profit before tax - £35.9 million (2017: £26.7 million)
Over £137 million invested in enhancing and maintaining infrastructure and assets
£120 million of bonds issued in the year to ensure we have the finances in place to deliver our expected investment programme for the 2020-2025 price control period and to deliver high levels of service.
Continued to maintain Baa1 investment grade corporate family credit rating in line with our peers in the water sector, being two notches above investment grade.
Remained on track to meet the industry’s most challenging leakage reduction target for 2015-2020, having reduced leakage for the last three years
Reduced our average water use (per person, per day) by 8.0 litres to 151.7 litres, compared to our 2016/17 performance
Continued to provide high quality water for the 2017 calendar year, mean zonal compliance of 99.96%
We experienced 7,890 unplanned interruptions to supply over 12 hours compared to a target of 320 and actual performance of 1,840 in 2016/17. Improvements were made during the year and, excluding the impact of the severe weather event in early March 2018 causing disruption on our network, we would have met the target for the second half of the year
Reduced the amount of water taken from the environment (abstraction) in the year by 32.7 megalitres per day
Continual increased focus on customers, delivering improvements in the year by rolling out our digital services, with positive trends in our customer service metrics, including a 32% reduction in complaints and 34% reduction in escalated complaints compared to 2016/17. We have also moved our SIM score up by 2.4 points
Achieved our target of fewer than 3,100 mains bursts in the year, and experienced fewer bursts than the previous year, despite the severe weather event in early March 2018 causing disruption on our network
Remained on course to replace all lead service pipes in Finchley and Watford, as well as all primary schools in our supply area by the end of the AMP
Since 2014/15 we have revised our strategy and improvement plan to focus on a number of safety and health initiatives. We recorded 0.29 lost time injuries per 100,000 hours worked, compared to actual performance of 1.02 in 2014/15
Commissioned and put into service a new reservoir near Folkestone, providing additional capacity of 3.2 ML and significantly increasing security of supply for customers
There has been no change in the company’s dividend policy during the year, although year on year dividends increased by £8.0 million. This increase can be attributed to the increase in RPI on the company’s equity related to its regulated business and proceeds from the disposal of the company’s non-household retail business to Affinity for Business (Retail) Limited.
In 2017/18, Affinity Water spent 70p of every £1 of customers’ money on our assets, people and suppliers for services, ensuring customers receive the highest quality water and service, with only 11p of every £1 spent on dividends and interest on shareholder debt.
View our Annual Report and Financial Statement for the year ended 31 March 2018
Our Communications team handles all media enquiries on behalf of Affinity Water and its employees.
Contact us on 01707 277 110 or email email@example.com.
Our office hours are 8am to 5pm, Monday to Friday.
We are available for emergencies:
5pm to 7am, Monday to Friday
7am to 7pm, Weekends and public holidays
We aim to respond as soon as possible and within two hours.
Registered office: Tamblin Way, Hatfield, Hertfordshire, AL10 9EZ.
Website design & build by Switch