About this summary

This is a summary of our performance against the commitments we agreed to deliver in year one of the five-year business plan period called ‘AMP8’.

Download

Understanding our performance

During AMP8, we are delivering 25 performance commitments which set out the service levels we promise to deliver for customers, communities and the environment.

Download

Year one overview

This year we have continued to deliver services that customers value, and have seen strong levels of customer satisfaction and improvements to our operational performance.

Download

Our commitments for 2025−30

21 of our 25 performance commitments have targets. Of the 21 commitments with targets, we achieved or beat 47% in year one.

Download

Outcomes

Over AMP8 we have committed to delivering across four different outcomes, each consisting of a number of performance commitments, as shown in the wheel.

Customers receiving excellent service every day

Reducing the environmental impact

Reducing demand

Asset health

Highlights of the year

Here are some highlights of our performance in 2025/26 across the four ‘outcomes’ which describe what we want to achieve for our customers in AMP8.

Customers receiving excellent service every day

Sewer network management

Delivered our strongest ever performance on internal and external sewer flooding supported by proactive network management, reducing blockages, the continuation of customer campaigns in support of this and the installation of over 300 mitigation devices to reduce the risk of repeat flooding.

Enhanced water supply interruptions event management

Upskilled response teams and operated alternative supply vehicle support to mitigate and minimise loss of water supply. Continued to deliver our investment programme through targeted projects focusing on improving resilience and addressing poor condition mains.

Water Quality First programme

Driven improvements by addressing processes, assets and culture. Key areas for focus include asset improvements, accelerating mains rehabilitation and further embedding risk management processes.

Highlights of the year

Here are some highlights of our performance in 2025/26 across the four ‘outcomes’ which describe what we want to achieve for our customers in AMP8.

Reducing the environmental impact

Operational improvements

Reduced storm overflow spills through the Environmental Improvement Programme (EIP) including practical interventions to optimise pumping during times of high flows, increased storm storage, and removal of infiltration from the sewer network.

Low carbon alternatives

Made great progress with our Embodied Greenhouse Gas Emissions performance commitment by delivering lower carbon project solutions in the first year of AMP8.

Improving resilience and action

Measurable progress has been made through our Pollution Incident Reduction Plan (PIRP). Actions include progress delivering major power-resilience upgrades, public education campaigns, digital monitoring and proactive sewer cleansing.

Highlights of the year

Here are some highlights of our performance in 2025/26 across the four ‘outcomes’ which describe what we want to achieve for our customers in AMP8.

Reducing demand

Accelerated investment

We accelerated investment to renew water mains to help reduce leakage and improve reliability.

Metering

We deployed over 200,000 smart meters to help improve performance, supporting enhanced demand management, leakage reduction, and operational efficiency.

Operational interventions

We have further increased focus on leak detection, repair and pressure management to reduce the volume of water lost from leaks.

Highlights of the year

Here are some highlights of our performance in 2025/26 across the four ‘outcomes’ which describe what we want to achieve for our customers in AMP8.

Asset health

Accelerated investment

We accelerated and targeted investment so our assets stay resilient, helping us deliver more reliable services for customers.

Proactive maintenance

We strengthened our proactive maintenance approach to fix issues earlier and reduce the risk of service disruption.

Dynamic Network Management

We continue to see real customer benefits from our Dynamic Network Management model, improving the performance and reliability of our wastewater network.

Performance commitments

Our commitment to delivering across four outcomes consists of a number of performance commitments.

Customers receiving excellent service every day

Performance commitments:

Customer contacts about water quality

Compliance risk index

Water supply interruptions

Internal sewer flooding

External sewer flooding

C-MeX

D-MeX

BR-MeX

Download

Environmental outcomes

Performance commitments:

Biodiversity

Operational greenhouse gas - water

Operational greenhouse gas - wastewater

Total pollution incidents

Serious pollution incidents

Discharge permit compliance

Bathing water quality

River water quality

Storm overflows

Embodied greenhouse gas

Wonderful Windermere

Download

Reducing demand

Performance commitments:

Leakage

Per capita consumption

Business demand

Download

Asset health

Performance commitments:

Repairs to burst mains

Unplanned outage

Sewer collapses

Download

Key:

Met or exceeded performance commitment

Performance commitment not met

No target set

Performance trend:

Improving

Stable

Deteriorating

We always welcome feedback from our customers and stakeholders. If you have any comments about this publication or any of our other reports, please send them to myview@uuplc.co.uk and we’ll get back to you.

Useful links

United Utilities Annual Performance Report 2025/6

United Utilities Assurance Plan for our Annual Performance

United Utilities Group PLC Integrated Annual Report and Financial Statements for the year ended 31 March 2026

Historic United Utilities Group PLC Annual Reports

Pollution Incident Reduction Plan 2025

YourVoice website

YourVoice statement 2025/26

Discover Water – United Utilities performance compared with other water companies

How do underperformance and outperformance payments work?

Download

How our performance affects your bill (bill impacts)

Download

Ourperformance2025/26

Customer summary of our annual performance

About this summary

Understanding our performance

Year one overview

Our commitments for 2025−30

Outcomes

Highlights of the year

Customers receiving excellent service every day

Sewer network management

Enhanced water supply interruptions event management

Water Quality First programme

Highlights of the year

Reducing the environmental impact

Operational improvements

Low carbon alternatives

Improving resilience and action

Highlights of the year

Reducing demand

Accelerated investment

Metering

Operational interventions

Highlights of the year

Asset health

Accelerated investment

Proactive maintenance

Dynamic Network Management

Performance commitments

Customers receiving excellent service every day

Environmental outcomes

Reducing demand

Asset health

Key:

Useful links

United Utilities Annual Performance Report 2025/6

United Utilities Assurance Plan for our Annual Performance

United Utilities Group PLC Integrated Annual Report and Financial Statements for the year ended 31 March 2026

Historic United Utilities Group PLC Annual Reports

Pollution Incident Reduction Plan 2025

YourVoice website

YourVoice statement 2025/26

Discover Water – United Utilities performance compared with other water companies

How do underperformance and outperformance payments work?

How our performance affects your bill (bill impacts)

Our
performance
2025/26

Reducing the environmental impact

Customers receiving excellent service every day