Dwr Cymru Welsh Water has confirmed a record annual investment of £456 million in its water and wastewater services over the 12 months ending 31st March 2020 with the publication of its latest annual results.
The company is now set to invest a further £366 million over the coming year as it continues to play its part in protecting public health – part of a new five-year £1.8 billion investment plan to 2025.
Welsh Water also confirmed it has introduced emergency help for thousands of customers as part of its response to the coronavirus (COVID-19) pandemic.
The not-for-profit company has confirmed that it has arranged payment holidays for over 5,000 household customers in financial need and temporarily suspended payments for approximately 45,000 businesses which have had to close due to the Government’s current social restrictions.
Welsh Water, which serves over three million people across most of Wales and some adjoining parts of England, is also providing £11 million support over the next 12 months to its lowest-earning customers through its social tariffs - support that is helping nearly 130,000 customers with their bills.
The utility responded to the coronavirus outbreak by successfully moving 2,200 employees - including its entire customer contact centre – to home-working in just a few days in mid-March.
However it still has nearly 1,200 frontline workers working out in communities to keep its essential services going.
As a company owned on behalf of its customers, Welsh Water’s customers recently ranked it highest for their satisfaction with the services it provides in the first of a new nationwide survey by Ofwat of all water companies in England and Wales. This follows Welsh Water becoming the first ever water company to secure a place in the top 50 of a national survey on customer satisfaction carried out by the Institute of Customer Service (ICS).
Glas Cymru Chairman, Alastair Lyons, said:
“As a not-for-shareholder business, Welsh Water exists to serve and benefit its customers – and our role has never been more important.
“These current circumstances are amongst the most challenging we have ever faced. We are proud to play our part in not only providing additional support for household and business customers during these difficult times but also ensuring customers still receive the best services possible from our key workers.”
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