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OUR PLANSFOR 2015–20

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 WE SUPPLY CLEAN, CLEARDRINKING WATER THAT

TASTES GOOD

99.94% Compliance withrequired standards

56,832Samples per year

 WHAT WE WILL DO

• Workwithfarmerstopreventpollutants such as pesticidesfromenteringtheriversthatyourdrinkingwatercomesfrom

• CarryoutmajorimprovementsatwatertreatmentworksservingTeesside,Tynesideand Northumberland

• Clean1,500milesofwaterpipes across the North East

 WHAT YOU CAN ExPECT FROm US

Clean water:

• Condencethatyourtapwaterishighqualityandsafetodrink

Clear water:

• Fewercustomerswillreceivetapwater that is cloudy or coloured

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 WHAT YOU CAN ExPECT FROm US

Reliable water

• Thechanceofyourwatersupplybeingunexpectedlycutoffwillbemaintainedatthelowestlevel  inEngland

Sufcient supply 

• Lesswaterlostthroughleaks

• Waterpressureatorabovetheminimumstandard,forthevastmajorityofcustomers

 WHAT WE WILL DO

• Replace200milesofwatermainstopreventpipesburstingandcausingsupplyinterruptions

• Continuetoimproveourleakndingandrepairservices

• Maintainourgoodperformanceon water pressure

 WE PROVIDE A RELIABLE AND SUFFICIENT SUPPLY 

OF WATER

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 WHAT YOU CAN ExPECT FROm US

Excellent service

• Dependableservice

• Fastresolutionofproblems

• Contactingustobea satisfyingexperience

 WHAT WE WILL DO

• Aimtogetthingsrightrsttime

• Keepyouinformedofprogress

• Checkyouarehappywith ourservice

• Offerwaysyoucancontactus thatsuityou(byphone,online,  textoremail)

• Provideafriendlyservice,and treatyouasanindividual

 WE PROVIDEExCELLENT SERVICE

 AND ALWAYS ImPRESSOUR CUSTOmERS

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 WHAT YOU CAN ExPECT FROm US

 Value

• Afairpriceforagreatservice

• Supportforcustomerswhostruggletopaytheirwaterandseweragebills

 WHAT WE WILL DO

• Workefcientlysothatwecan keepyourbillsaslowaspossible

• Offerpersonalisedadvice and support

• Offerexiblepaymentarrangements

• Promotefreewatermeterstocustomerswhowouldbenet

• Collectdebtfromcustomerswhocanaffordtopay,inordertokeepeveryone’sbillsdown

OUR CUSTOmERSCONSIDER THE SERVICES

THEY RECEIVE TO BE VALUE FOR mONEY 

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 WE PROVIDE A SEWERAGESERVICE THAT DEALS

EFFECTIVELY WITH SEWAGE AND HEAVY RAINFALL

 WHAT YOU CAN ExPECT FROm US

Less ooding

• Reducedriskofourseweragesystemcausingoodinginsidecustomers’homes

Less pollution

• Reducedriskofourseweragesystemcausingpollutiontorivers

 WHAT WE WILL DO

• Improve270milesofsewerstoreducetheriskofooding

• Continuetoencourageourcustomerstoushonlytoiletpaper,peeandpoo!

• Workwithcouncils,theEnvironmentAgencyandotherstomanagethedrainageofrainwater

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 WE HELP TO ImPROVE THEQUALITY OF RIVERS AND

COASTAL WATERS FOR THEBENEFIT OF PEOPLE, THEENVIRONmENT AND WILDLIFE WHAT YOU CAN ExPECT FROm US

Cleaner river water

• Improvedwaterqualityalong30milesoftheNorthEast’srivers

Better coastal water

• Cleanerwaterforswimming andsurng

• AllbathingwatersintheNorth East to meet the minimumstandard(‘Sufcient’)

• Morethan80%ofbathing waterstomeetthe‘Good’or‘Excellent’standard

 WHAT WE WILL DO

• Improve12sewagetreatmentworkstoraisethequalityofwaterwereturntorivers

• ImproveourseweragesystemsatSeaham,SaltburnandSeatonCarewtobetterprotect3bathingwatersfrompotentialpollution

BATHING WATER QUALITY 

80% 20%

80 % Excellent / Good quality bathing water

20 % Sufficient quality bathing water

ExCELLENT / GOOD

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 WHAT YOU CAN ExPECT FROm US

Protect

•By2020greenhousegasemissionswill be reduced by a third comparedto2008levels

Enhance

• Increasedvarietyofplants,birds,insectsandanimalsonNorthumbrianWater’sland

• EelsandothershthatliveintheNorthEast’sriverstobeprotected

 WE PROTECT AND ENHANCETHE ENVIRONmENT IN

DELIVERING OUR SERVICES,LEADING BY ExAmPLE

2008GREENHOUSE

EMISSIONS

1/3REDUCTION

BY 2020

30%POWER FROMPROCESSING

POO

 WHAT WE WILL DO

• Generate‘powerfrompoo’–around30%oftheenergyweusewillcomefromprocessingsewage

• Workwithlocalenvironmentalgroupstoimprovenaturalhabitats

• Ensureeelsandothershwill not be harmed whenwetakewaterfromriverstosupplyyourdrinkingwater

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 WHAT YOU CAN ExPECT FROm US

•Customerbillskeptaslow as possible

•Workdeliveredwithminimumdisruptiontotheserviceyoureceive

 WHAT WE WILL DO

• Usethelatestcontrolsystemstoreducethecostofsupplyingwater

• Havetherightinformationandequipmenttodelivergreatservice

• Usethelatestremotecontrolledmini-submarines to inspect andcleanourreservoirswithoutdisruptingyourwatersupply  or quality

• Workwithuniversitiesand supplierstodevelopnewtechnologiesandsolutions

 WE ARE AN EFFICIENT ANDINNOVATIVE COmPANY 

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 WHAT YOU CAN ExPECT FROm US

•Deliverimprovementsthatcould notbeachievedbyNorthumbrianWateralone

 WHAT WE WILL DO

• Workwithwildlifetrustsandenvironmentalcharitiestomanageour land

• WorkwiththeEnvironmentAgencyand local councils to create newwetlands to store rainwater andimprovetheenvironment.

• Workwithcustomerstouse water wisely

• Workwithotherstomanagemoorlandandprotecttheriversthatyourdrinkingwatercomesfrom

 WE WORK IN PARTNERSHIPTOWARDS COmmON GOALS

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 WHAT YOU CAN ExPECT FROm US

• Improvedprosperityandwellbeing in our communities

• Raisedawarenessthatwateris goodforyou,particularlyamongstchildrenandyoungpeople

• Raisedawarenessoftheimportanceoflookingaftertheenvironment

• Goodqualityvisitorcentres and recreational opportunities atourmainsitesforlocalpeople  and tourists

 WHAT WE WILL DO

• ‘Justanhour’–morethanhalfourpeoplegiving15hoursayearto  help700communityorganisations

• Providetapfedwatercoolersforschoolsandcommunitygroups

• TurnemptyNorthumbrian Waterbuildingsintofacilitiesforcommunity use

• Maintaingoodqualityrecreationalfacilitiesatourreservoirs,suchasKielderWater

 WE ARE PROUD TOCONTRIBUTE TO THE

SUCCESS OF LOCALCOmmUNITIES

Hours Volunteered

Organisations Supported

Percentage of employees who volunteered

in local communities

Totals since 2002

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 WHAT WE WILL DO

• Makethebestuseofchanges intechnologyandnewways ofworking

• Spendmoneyonservicesattherighttime–notearlyandnotlate

• Identifyfuturechallengesandmake

surewehaveplanstomeetthem

 WHAT YOU CAN ExPECT FROm US

• Eachgenerationtopayitsfairshare

• Watersupplyandsewerageservicestobesafeguardedbothnowandinthefuture

 WE DELIVER WATERSERVICES THAT mEET THE

NEEDS OF CURRENT ANDFUTURE GENERATIONS IN

 A CHANGING WORLD

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Basedoncurrentassumptions,NorthumbrianWatercandeliverthispackageofwaterandsewerageservicesforaninationonly 

billincrease.

Inationistheincreaseinthepricespaidforthegoodsandservicesthatweallbuy.Wedon’tknowwhatinationwillbefortheperiod2015-20.Forecastshavesuggestedthatination,measuredbytheRetailPricesIndex(RPI),couldbearound3%peryear.Thiswouldmeananincreaseofaround£11.60peryearontheaveragehouseholdwaterand

seweragebill.Itshouldbenotedthathousehold incomes also tend to riseovertime.

Whenconsideringourplan,pleasebear in mind that other householdbillsmayalsogoupordowntoo.

COST TO CUSTOmERS

2015–16 2019–20

 Average bill

£365 Average bill

£423 Average bill

£376

2016–17 2017–18 2018–192014–15

 Average bill

£387

 Average bill

£399

 Average bill

£411

BILLS CHANGE ONLY BY INFLATION

 WHAT THIS WOULD mEAN

FOR THE AVERAGE BILLPAYER BY 2019-20

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 ADDITIONAL ImPROVEmENTS

ThereareveadditionalimprovementsNorthumbrianWatercouldmakeoverthenextveyearsifcustomersthinkthattheyaresufcientlyimportant:

REDUCED RISK OF LOSS OF SUPPLY 

(lasting more than 6 days)

Wecouldensurecommunitiesofmorethan100,000peoplelivinginSunderland,DurhamandNorthTynesidehavemorethanonesourceofsupply.Thiswouldreducethechanceoflosingtheirwatersupplyformorethan6daysifarareeventsuchasamajorpowerfailureorwidespreadoodeverhappens.

ImPROVED COASTAL WATER QUALITY 

Wecouldgofurtherwithourplantoimprovebathingwaterqualitysothat5bathingwatersatSeaham,SaltburnandSeatonCarewmovebeyond‘Sufcient’statusto‘Good’.

REDUCED RISK OF SEWER FLOODING

Wecouldincreasethelengthofsewerswecleanfrom250to330mileseveryyearsothattheriskofourseweragesystemcausingoodinginsidecustomers’homesisreducedstillfurther.

REDUCED LOW WATER PRESSURE

Wecouldreducethenumberofpropertiesthatexperiencelowwaterpressure(belowtheminimumstandard)from150to50.

FEWER UNExPECTED INTERRUPTIONS

Wecouldreducethenumberofcustomerswhosewatersupplyiscut-offunexpectedly,formorethan3hours,from18,000to12,000peryear.

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COST OF ADDITIONAL ImPROVEmENTS

Reducedriskoflossofsupply(lastingmorethan6days) £0.70

Fewerunexpectedinterruptions £0.60

Improvedcoastalwaterquality £0.60

Reducedriskofsewerooding £0.90

Reducedlowwaterpressure £0.20

Total by 2019-20 £3.00

 ADDITIONAL ImPROVEmENTS

2015–16 2019–20

 Average bill

£365 Average bill

£426 Average bill

£377

2016–17 2017–18 2018–192014–15

 Average bill

£388

 Average bill

£401

 Average bill

£413

 WHAT THIS WOULD mEAN

FOR THE AVERAGE BILLPAYER BY 2019-20

Ifcustomerswanttheseadditionalimprovements,billswouldgraduallyincreaseby60peachyearovertheveyearperiod,reachinganadditionalsumof£3.00(withoutination)by2019-20.

This means that bills would change by ination plus an extra 60p each year for all additional improvements.