Service Commitment Plans

As we failed to hit a number of these in 2023/24, Ofwat categorised Welsh Water as ‘lagging’, along with two others. Each of these companies is now required to produce a Service Commitment Plan, to explain to customers and stakeholders the reasons for the areas of poor performance, and how we are planning to put these right. While there are a variety of reasons for failing to hit the targets set by Ofwat, we hold ourselves to the highest standards and take any performance failings very seriously. We are determined to get these back on track and will be as always fully transparent with customers about how we are doing. This main document provides an accessible summary of our plan. You can find our fully detailed service commitment plan in the appendix.