Our policies towards the environment
Discover how we collect and treat waste water
Regulatory information and performance reports
Helping provide clean water to the world
Our plans for the future
Becoming more efficient and effective
Our corporate governance and company structure
Modern Slavery Act Transparency Statement
Find out more about our approach to tax
Find out more about supplying Yorkshire Water
Find out about investment in the Yorkshire region
Is Yorkshire Water right for you?
Latest Jobs and Apprenticeships
Selection process, Application tips
Our Graduate development programme
We're proud of our people and the service they offer to you. We want you to know that you can rely on us, and that we're a company you can trust.
As part of this, we'd like to let you know how well we're getting on - not just the good bits, but reporting on all the key parts of the service we provide.
Ofwat is the economic regulator for water and sewerage services in England and Wales. They monitor the way in which we provide our customers with a good quality and efficient service at a fair price. Ofwat achieves this by setting limits on the prices we can charge, ensuring we comply with the Water Industry Act 1991, protecting the standard of service we deliver and encouraging us to be more efficient.
The Drinking Water Inspectorate (DWI) monitors the water we supply to ensure it's safe to drink and meets the standards set in the Water Supply (Water Quality) Regulations 2000. The DWI independently monitors us and advises the Government on our performance on all aspects of drinking water quality. They carry out inspections to be sure that the results are reliable and give a true picture of the quality of the water supplied.
The Environment Agency (EA) is responsible for protecting and improving the environment in England and Wales. The EA decides how much water we can take from the environment and issues us with abstraction licences. The EA also ensures the quality of effluent we put back into rivers from our waste water treatment works is at a high enough standard.
Over the past 12 months we have performed strongly against Ofwat’s key performance indicators, with the trend being one of year-on-year improvement across many of our regulatory measures.
Particularly pleasing has been the significant improvements we have delivered in the quality of our customer service, which we intend to build on further in 2014/15.
During the year we continued to make substantial capital investment in the region, one outstanding highlight being our £110 million initiative to improve the quality of bathing waters on Yorkshire’s East Coast. As we conclude this work I am pleased that environmental benefits were already being delivered prior to start of this year’s official bathing season.
We also continued to make major investment in renewable energy generation, a key element of our on-going plans to reduce energy consumption, our carbon footprint and operating costs.
Following £30 million of investment at one of our biggest waste water treatment works in Bradford, it is now well on the way to being entirely self-sufficient with regard to energy generation. Similarly, £23 million of investment in a new anaerobic digestion facility at our Blackburn Meadows Waste Water Treatment Works in Sheffield will also play a key role in helping us to minimise our environmental impact and costs.
In recognition of the financial pressures being faced by our customers, as well as continuing to focus on reducing our operating costs, we decided not to increase charges by as much as originally planned in 2014-15, limiting the increase to the rate of inflation.
In our business plan for the period 2015 to 2020, our intention is to ensure that average customer bills do not rise by above the rate of inflation until at least 2020.
You can read more about our customer bills in our charges area.
Yorkshire Water Services Limited Interim Report and Financial Statements for the 6 months period ending 30 September 2016.
Annual Report and Financial Statements - This publication responds to legal reporting requirements in the Companies Act 2006. We go beyond legislative requirements by following the best practice 'Integrated' approach, transparently reporting our performance in, and our future prospects for, creating sustainable value - environmentally, financially and socially. The report provides a holistic commentary on our business strategy, latest performance, future plans, risk management, governance processes, and externally assured financial statements.
Annual Performance Report - This is our first publication in response to a new annual reporting requirement introduced by our economic regulator, Ofwat. The report provides regulatory financial and non-financial performance information for Yorkshire Water Services Limited, covering the reporting year from 01 April 2015 to 31 March 2016 for all regulatory obligations, with the exception of environmental compliance and water quality obligations which are reported based on performance between January and December 2015.
Yorkshire Water Services Limited Interim Report and Financial Statements for 6 months period ending 30 September 2015.
Yorkshire Water Assurance Plan - We have now published our Assurance Plan which provides our approach to assuring the information we will publish in July 2016. It provides an overview of the processes we follow to review and check the information we collect prior to its publication and incudes our response to the risks identified through consultation with our stakeholders in Autumn 2016.
The Water and Wastewater Sectors: The Long View - Since privatisation in 1989, the water and sewerage sector has delivered substantial improvements in services to customers in England and Wales. These include significant improvements to the water environment and drinking water quality as well as enhanced focus on customer service.
Along with PwC, we have developed this paper ‘The water and wastewater sectors: The long view’ which acknowledges the success of the industry to date and the challenges which the sector faces, now and in the future. A range of scenarios are presented which we hope will stimulate discussion on the long term vision for the sector.
Customer Performance Report - Getting it right for our customers is at the heart of everything we do. That’s why we created our Blueprint for Yorkshire, planning our future with your priorities in mind. We’re pleased to say that last year, we met 24 out of 26 of the new commitments we agreed with our customers. That means we’re well on our way to delivering what’s important to you but know we have more to do. Read the full report for more information.
Risks, strengths and weaknesses statement - We have completed our second Risks, Strengths and Weaknesses consultation to understand our customers and stakeholders views on our performance reporting. This Statement provide a summary of the consultation, the key messages and the actions we will undertake in response to this.
Annual Report 2015 - Our financial statements and annual report for the year ended 31 March 2015.
Risk and Compliance Statement - This covers the reporting year from 01 April 2014 to 31 March 2015 for all obligations, with the exception of environmental compliance and water quality obligations which are reported based on performance between January and December 2014.
Accounting Separation Methodolgy Statement - Methodology used in preparing activity costing analysis (Water, Retail and Sewage).
Upstream Services data - The upstream split of the 2014-15 total operating costs.
Upstream Methodology Statement - Methodology used in preparing upstream data.
RSW Statement for Publication - In October we carried out our first Risks, Strengths and Weaknesses consultation to understand our stakeholders views on the way in which we report, provide confidence in, and can improve our performance reporting. This Statement provide a summary of the consultation, the key messages and the actions we will undertake in response to this.
Preliminary Announcement 2014 - Here we announce our results for the year ended 31 March 2014.
Annual Report 2014 - Our financial statements and annual report for the year ended 31 March 2014.
Risk and Compliance Statement - This covers the reporting year from 01 April 2013 to 31 March 2014 for all obligations, with the exception of environmental compliance and water quality obligations which are reported based on performance between January and December 2013.
JR Methodolgy Statement Final July 2014 - Accounting Separation – Activity costing analysis (Water, Retail and Sewage)
Operating cost analysis - Operating cost analysis for the 12 months ended 31 March 2014 (wholesale business only)
Upstream Services data - valid for 2013-14
Interim report and accounts - interim report and financial statements for the six months ended 30 September 2014.
We measure our customer service performance in various ways:
Ofwat SIM Survey - This is a telephone survey carried out by Ofwat 4 times a year on 200 customers who have contacted us within a defined period. The score is taken from 1 question "Overall how satisfied are you with the way your water company handled this matter?", with the answers ranging from Very satisfied (score of 5) and Very dissatisfied (score of 1).
SIM Replica Survey - This is an exact replica of the Ofwat survey that we carry out on 200 customers each month.
Customer Voice - We send text messages to customers at various stages of the their contact with us asking them to give us a score out of 5 on how satisfied they were with our service. Ranging from 5 (very satisfied) to 1 (very dissatisfied).
Domestic Tracker - This is a telephone survey that we carry out on 300 of our customers (they may or may not have had contact with us). We ask various questions including "How satisfied are you overall with the service you have received from Yorkshire Water over the last six months?", with the answers ranging from Very satisfied (score of 5) and Very dissatisfied (score of 1). and "How do you rate the service you receive from Yorkshire Water in terms of value for money" with the answers ranging from very poor to very good. The results are based on how many customers answered good or very good.
You can see our performance here
Yorkshire Water Developer Services have continually monitored the level of service that we provide to customers, developers and self lay organisations.
To take a look at how we're performing in our clean and waste operations, you can take a look at our dedicated page below.
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