Annual Report and Accounts 2016

Customers and communities

Pennon aims to be a good neighbour and consults with its stakeholders in order to understand and respond to their priorities. We aspire to have a positive effect on quality of life, communities and regional economies.


Central to our strategy is the management of the Group as a sustainable and successful business for the benefit of all of our stakeholders. We recognise that consultation with our customers, a key stakeholder group, is imperative in order to understand their priorities and deliver the level of service that they require. In turn, this helps us to build a solid reputation for high quality customer service, which contributes to the creation of shareholder value. South West Water’s customer strategy will be realised through delivery of its Business Plan to 2020, which places customer priorities at the heart of all its services and activities, aiming to deal with customer requests, problems and queries quickly and efficiently, and ensuring that the service provided represents value.

Read more about our customers and communities (PDF)