Making Amends

Making amends to our customers

We’re making amends for past failings in the management and reporting of compliance at our wastewater treatment works. Here’s how:

  • From 1 April 2020, we will reduce wastewater charges for existing customers and make payments to eligible former customers - totalling £123 million*.
  • We’ve committed to providing greater transparency on our environmental performance reporting.
  • As part of our transformation programme, we’ve made fundamental changes to the way we operate to make sure all of the issues have been addressed.

Find out about our progress against some of the key deliverables in the dropdown later on this page.

*In 2017-18 prices

What this means for you

To find out if you’re eligible for a discount or payment, please select your situation:

I will continue to pay wastewater charges after 1 April 2020

I'm an existing wastewater customer

I paid wastewater charges between 1 April 2015 and 31 March 2020, but will no longer pay from 1 April 2020

I'm a former wastewater customer

Why we're making amends

To find out more about why we're making amends, read the additional information below.

What happened  

How we’re making amends  

Chief Executive statement  

Our progress