Welsh Water delivers safe reliable drinking water and sanitation to 3.2 million people across Wales, Herefordshire and Deeside. Its not-for-profit operating model allows it to return all benefits to its customers and the environment.
Good for business
- Welsh Water’s ability to keep bills affordable whilst continuing with a £1.7 billion investment programme is as a direct result of its not-for-profit model.
- Welsh Water is the third largest employer in Wales with around 3,000 employees. It also supports employment through local companies and suppliers.
Good for society
- According an economic impact assessment report by Cardiff Business School, Welsh Water contributes more than a £1 billion a year to the Welsh economy.
- As a direct result of its unique business model, customers are getting much more value than would otherwise be possible, with around £5m is spent on supporting Welsh Water’s identified vulnerable customers.
Top tips from Dŵr Cymru – Welsh Water
Ensure colleagues are clear on the company’s vision and values and understand how they play a role in achieving them.
Put your customers first in all that you do.
Be honest and open to measure and benchmark yourself against the best in the industry and beyond.
As custodians of the local water industry, Welsh Water protects the environment and delivers a high quality and reliable service. When providing drinking water for families, trust is important. Welsh Water has built its business around earning the trust of its customers.
Every member of staff and new starter receives a company hand book, which refers to the company’s vision and values. As a not-for-profit organisation, Welsh Water is able to return all benefits to its customers and the environment.
Welsh Water does extensive business planning. The Board approves a 25-year, five-year and annual business plan and all associated targets. These are then monitored on a monthly basis, and reviewed by the departmental managers and the Board.
Written in to Welsh Water's 25 year plan, are long term goals including commitments to protect public health, safeguard the environment, respond to climate change and provide an affordable service and good value for money.
Since 2007, when the company launched its outreach programme, nearly 80,000 school children have been visited by Welsh Water staff.
Welsh Water is the third largest employer in Wales with around 3,000 employees and it contributes more than a £1 billion a year to the Welsh economy. The firm operates and maintains an enormous £26bn network of assets.
What Welsh Water's Director of Communications and Customer Strategy said:
“Water is more than just a commodity - its quality and safety is of paramount importance and it is an essential public service. We are aware that we are the custodians of a long term industry where today’s decisions impact on future generations.
As a company owned on behalf of our customers, our sole focus is to earn the trust of customers providing essential services for their health and well-being. Being a responsible business for our customers, communities, colleagues and the environment in our care is core to delivering our goal.” - Alun Shurmer, Director of Communications and Customer Strategy, Dŵr Cymru Welsh Water