Each year, Ofwat looks at the performance of the 16 largest water and wastewater companies in England and Wales across a set of key performance and expenditure metrics. The information in the report provides transparency for customers, and wider stakeholders, to see how water companies are performing on the issues that matter to them. Information used in this report is taken from companies’ annual performance reports.
Alongside the main report, we present the data in an interactive dashboard (see below). This shows companies’ progress across the 2020-25 period and how performance in specific metrics is changing. It allows users to select and view a specific company, performance commitment or year.
We are taking action to drive performance improvements, particularly for the poorest performing companies. See page 11 of the report for further information.
Headline findings
We set companies stretching performance commitments at the 2019 price review, many of which became more stretching throughout the 2020-25 period. At the end of the period there are some areas where companies responded to the challenge. However, in some areas companies did not make progress at the pace required to meet performance commitment levels or stakeholder expectations.
- Almost all companies improved in the number of internal sewer flooding incidents across the 2020-25 period.
- Most companies have performed well against asset health performance commitments that we assess in this report during 2020–25, with sector-wide improvements.
- Most companies have reduced leakage over the 2020-25 period and since privatisation leakage has reduced by 43%. Further information on long-term historical leakage performance can be found on our website.
- Around half of companies improved their performance for water supply interruptions over the 2020-25 period, but some still have unacceptable levels.
- Companies need to take action to reduce pollution incidents which have increased again in 2024 and are at an unacceptable level.
- Customer satisfaction has continued to fall and is now at its lowest level since the measure was introduced in 2020-21.
- Almost all companies have overspent their total water and wastewater allowances over the 2020-25 period, and the sector overall has slightly overspent its enhancement allowances.
Water Company Performance Report 2024-25 – Key documents
Download the full Water Company Performance Report 2024-25
Download the data for the Water Company Performance Report 2024-25
Data for the Water Company Performance Report 2024-25 – Open data-friendly machine-readable format
Data for the Water Company Performance Report 2023-24 – Open data – Data Dictionary