How we do business.
We provide the essential service that’s at the heart of daily life, health and enjoyment in London and the Thames Valley area. We aim to offer our service in the most sustainable way possible. For us that means we think about what’s right for our customers and employees; how to make our business as efficient as possible; and how we can best protect the environment.
Putting customers first.
Here at Thames Water, we’re continuing to transform ourselves into a business where our customers are placed at the heart of every decision we make. We work hard to deliver a service our customers can be proud of – while we also aim to provide safe and satisfying employment for our people, and remain attractive to our investors.
We’re committed to conducting our business with integrity, openness and transparency. That’s why we go to great lengths to communicate with our customers in a way that’s up-front, clear and thorough. It’s also why we’re always looking to make bill paying easier and provide accessible customer service support.
Over the last year, we have engaged with thousands of our customers on numerous topics, including intergenerational fairness. After all, it’s customers who ultimately pay for infrastructure investments through their water bills, often over very long periods of time. The way we spread the cost of such investments over time can affect different generations in different ways, so we wanted to hear what our customers thought was the fairest way of doing this.
Working with others.
Working in partnership with our regulators, trusted suppliers and integrated alliance delivery partners continues to be fundamental to the way we do business. We know that the decisions we make today affect our ability to deliver our services sustainably in the future and that’s why we’re committed to working collaboratively with partners who can align to our vision and values to deliver excellently on our customer and stakeholder promises .