{"id":5810,"date":"2025-07-15T11:56:35","date_gmt":"2025-07-15T10:56:35","guid":{"rendered":"https:\/\/www.iwnl.co.uk\/?page_id=5810"},"modified":"2025-09-12T14:25:47","modified_gmt":"2025-09-12T13:25:47","slug":"our-annual-performance-and-customer-statement","status":"publish","type":"page","link":"https:\/\/www.iwnl.co.uk\/our-annual-performance-and-customer-statement\/","title":{"rendered":"Our annual performance and customer statement"},"content":{"rendered":"\n<div class=\"block-columns-wrap relative\">\n\n\t\t\t<div class=\"about-circle fade-in\">\n\t\t\t<svg class=\"about-circle__img\" viewBox=\"0 0 100 100\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t<circle cx=\"50\" cy=\"50\" r=\"50\" style=\"fill: #00b5aa;\"><\/circle>\n\t\t\t<\/svg>\n\t\t<\/div>\n\t\t<div class=\"about-oval-orange fade-in\">\n\t\t\t<div class=\"about-oval-orange__img\"><\/div>\n\t\t<\/div>\n\t\t<div class=\"about-oval fade-in\">\n\t\t\t<div class=\"about-oval__img\"><\/div>\n\t\t<\/div>\n\t\n\t<div class=\"block block-columns block-columns-inner\">\n\n\t\t\n\t\t\t<div class=\"row fade-up block-columns-col-row\">\n\n\t\t\t\t\n\t\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6 col-image-right\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t<figure class=\"block-columns__image\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/themes\/metropolitan-theme\/img\/placeholder.svg\" data-src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Customer-services-2500-720x480.jpg\" alt=\"Customer services 2500\" class=\"img-fluid lazyload\" \/>\n\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\n\n\t\t\t\t<div class=\"col-12 col-md-12 col-lg-6\">\n\t\t\t\t\t\n\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"block-columns__text-wrap\">\n\t\t\t\t\t\t\t<p>Meeting our customers\u2019 needs is a key part of our culture, and we are always looking for ways to improve the service. To better understand our current levels of customer service and find ways to enhance them, we have produced an annual report. This report shows how we have performed across various customer-facing measures from 1<sup>st<\/sup> April 2024 to 31<sup>st<\/sup> March 2025.<\/p>\n<p><!-- \/wp:paragraph --> <!-- wp:paragraph --><\/p>\n<p>You can find the full report and tables <strong><a href=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/07\/Appendix-9-IWNL-Customer-Statement-2025-v0.2.pdf\" target=\"_blank\" rel=\"noopener\">here<\/a>.<\/strong> This page summarises the key findings from the report which we think will interest our customers. This is broken down into 3 key sections:<\/p>\n<p><!-- \/wp:paragraph --> <!-- wp:list --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none\">\n<ul class=\"wp-block-list\"><!-- wp:list-item --><\/p>\n<li>The prices and social tariffs that we offer<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --> <!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none\">\n<ul class=\"wp-block-list\">\n<li>The services we provide in responding to your needs<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --> <!-- wp:list-item --><\/p>\n<ul class=\"wp-block-list\">\n<li style=\"list-style-type: none\">\n<ul class=\"wp-block-list\">\n<li>How we ensure that you receive a reliable supply of water and sewerage services<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><!-- \/wp:list-item --><\/p>\n<p><!-- \/wp:list --><\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\n\t\t\t\t<\/div>\n\n\n\t\t\t\t\n\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\n\n\t\t\t\n\t<\/div>\n<\/div>\n\t\n\n\n<h1 class=\"wp-block-heading\">The prices and social tariffs that we offer<\/h1>\n\n\n\n<p>We understand that times can be difficult, and customers may struggle to pay their water bills. We\u2019re committed to supporting our customers, especially when finances are tight. We have many ways we can help make things more manageable.<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Social tariffs and discounts<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Social-tariffs-v2-1.svg\" alt=\"\" class=\"wp-image-5816\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>You may qualify for lower bills with our Social Tariff. We match the Social Tariff to the water company that has historically provided water and sewerage services to your area.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Social Tariff freephone number: <strong><a href=\"tel:08000720174\">08000720174<\/a> <\/strong><\/li>\n<\/ul>\n\n\n\n<p>We also offer <a href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/watersure\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>WaterSure<\/strong><\/a> and WaterDirect products. <\/p>\n\n\n<a class=\"btn btn-coral\" href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/\" target='_blank' rel='nofollow'>More information<\/a>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Our prices<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Prices-v2.svg\" alt=\"\" class=\"wp-image-5818\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>We understand the impact of rising prices. We always look for ways we can optimise the charges that you see on your bills. <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Our prices are lower than those of the regional supplier in your area.<\/li>\n\n\n\n<li>We apply a 2.5% discount to the volume of water you use. <\/li>\n\n\n\n<li>We offer a \u00a33.50 discount if you pay by <a href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/paying-your-bill\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>direct debit<\/strong><\/a>.<\/li>\n\n\n\n<li>We offer a \u00a31.50 discount if you receive paperless bills.<\/li>\n<\/ul>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Debt-matching<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Debt-matching-v2.svg\" alt=\"\" class=\"wp-image-5817\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>We understand that once customers get into debt, it can be difficult for them to work their way out. In April 2024, we introduced a debt-matching scheme. Under the scheme, we engage with customers who are experiencing financial difficulties and have built up debt.<\/p>\n\n\n\n<p>Together, we work out how much they can afford to pay and offer to match these payments. Please <a href=\"http:\/\/iwnl.co.uk\/contact-us\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>contact us<\/strong><\/a> if you think you qualify for this scheme.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h1 class=\"wp-block-heading\">The services we provide in responding to your needs<\/h1>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Our opening times<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/24-7.svg\" alt=\"\" class=\"wp-image-5823\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>In the last year we have extended our contact centre opening hours. <\/p>\n\n\n\n<p>Previously, our contact centre was open on weekdays and Saturday mornings. <\/p>\n\n\n\n<p>Now, customers can contact us from <strong>8am to 8pm on weekdays and from 9am to 5pm on weekends and bank holidays<\/strong>. <\/p>\n\n\n\n<p>For any water or sewerage emergencies, we&#8217;re available seven days a week, 365 days a year.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Our response to webchats<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Our-opening-time.svg\" alt=\"\" class=\"wp-image-5819\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>We know that webchat is very convenient for your daily life. Webchat provides prompt responses to the issues you raise. <\/p>\n\n\n\n<p><strong>Last year, we successfully answered 99% of webchat requests.<\/strong> We responded to all these requests within 30 seconds.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading\">Our response to calls<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Response-to-calls.svg\" alt=\"\" class=\"wp-image-5822\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>We understand how frustrating it can be when you call and experience long wait times. We pride ourselves on our quick response to calls we receive. <\/p>\n\n\n\n<p><strong>Last year, we successfully answered 98% of all calls we received. <\/strong>89% of these calls were answered within 20 seconds. &nbsp;<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customer complaints<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Complaints.svg\" alt=\"\" class=\"wp-image-5824\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>We strive to provide excellent service to reduce dissatisfaction and potential complaints. Unfortunately, complaints do happen and in 2024-25, our customer complaints increased from 26 to 40 per 10,000 customers. We believe this increase is due to changes to our direct debit arrangements. We will work hard to lessen any customer dissatisfaction this coming year. <\/p>\n\n\n\n<p>Bristol Water had the fewest complaints, at 23 per 10,000 customers. In contrast, Thames Water had the most, with 139 per 10,000 customers. <\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Our vulnerable customers<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/PSR-3.svg\" alt=\"\" class=\"wp-image-5832\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>We understand that customers often face challenges when they feel vulnerable. We want to try and help our customers where we can, and make things easier for them. To do this, we have a <a href=\"https:\/\/www.iwnl.co.uk\/our-vulnerable-customer-strategy\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>vulnerable customer strategy<\/strong><\/a>. This presents an overview of the services we currently provide, and those we plan to offer in the future. A key element of this strategy is our priority services register (PSR). If customers face a vulnerability, they can ask to join the PSR. We will prioritise their needs if we lose supply unexpectedly.<\/p>\n\n\n<a class=\"btn btn-coral\" href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/extra-help-where-its-needed\/\" target='_blank' rel='nofollow'>Priority Services Register<\/a>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customer satisfaction<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/customer-satisfaction.svg\" alt=\"\" class=\"wp-image-5821\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>To help us understand customer&#8217;s experiences with us better, we regularly ask for feedback about our service. We use the Net Promoter Score (NPS) to measure our customer satisfaction levels. The NPS measures the results of one survey question: &#8220;How likely would you be to recommend this company to a friend or colleague?\u201d <strong>Our NPS score last year was 40<\/strong>. Octopus Energy, known for great customer service, has an NPS score of 25.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h1 class=\"wp-block-heading\"><strong>How we ensure that you receive a reliable supply of water and sewerage services<\/strong><\/h1>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Supply interruptions<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/No-water.svg\" alt=\"\" class=\"wp-image-5834\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>We work hard to prevent any loss of water supply to our customers. However, incidents can arise on our network or on the network of other water companies that we are connected to, like a burst water main. Where these incidents happen, we work hard to restore water supplies as soon as possible. Last year, we reported six water supply interruptions that lasted longer than 24 hours. Most of these interruptions (85%) were caused by issues on the networks of other water companies that we are connected to.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Our water quality<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Water-quality.svg\" alt=\"\" class=\"wp-image-5837\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>The maintenance of safe and high-quality drinking water is our most important regulatory obligation. <\/p>\n\n\n\n<p>To meet this obligation, we regularly collect samples to test the quality of our water and, in fact, will carry out proportionately more sampling than many other water companies. <\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Our leakage performance<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Leakage.svg\" alt=\"\" class=\"wp-image-5833\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>Unfortunately, some level of water will always leak from our network. This might not seem important to you, but any increase in leakage will affect your bills. <\/p>\n\n\n\n<p>Last year we lost 54 litres per customer per day from the network. While this may sound a lot, it is almost half the industry average of 111 litres per customer per day. We will continue to work hard to identify, fix and therefore minimise leaks from our network.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Responses to service issues<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Service-levels.svg\" alt=\"\" class=\"wp-image-5838\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>We work hard to provide a good experience for our customers, but there are instances where things go wrong. For example, in extenuating circumstances:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>we may be unable to make a scheduled customer appointment.<\/li>\n\n\n\n<li>we may not adequately respond to a customer complaint.<\/li>\n\n\n\n<li>there may be a loss of supply to our customers.<\/li>\n\n\n\n<li>our customer may experience issues with their water pressure; or<\/li>\n\n\n\n<li>our customers may experience flooding from sewers.<\/li>\n<\/ul>\n\n\n\n<p>In each case, customers can receive a compensation payment for the trouble caused to them. Last year, we gave our customers nearly \u00a350,000 in compensation. This was mainly due to the number of times customers lost their water supply.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customer water usage<\/h2>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"400\" height=\"400\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2025\/06\/Water-usage-1.svg\" alt=\"\" class=\"wp-image-5836\" style=\"width:116px;height:auto\"\/><\/figure>\n\n\n\n<p>We are committed to making sure our customers have enough water for daily needs. Water is scarce, so it&#8217;s important to use it wisely. We measure how much water our customers use each day in litres. This helps us see how well customers are using water efficiently. In 2024-25, our customers used an average of 118 litres per person each day. This is better than the industry average of 137 litres per person daily. For tips on using water wisely, click <a href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/protect-the-environment-and-save-water\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>here<\/strong><\/a>.<\/p>\n\n\n<a class=\"btn btn-coral\" href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/protect-the-environment-and-save-water\/\" target='_blank' rel='nofollow'>Using water wisely<\/a>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n\n\t<div class=\"hnc__gtk\">\n\n\t\n\t\t<div class=\"container\">\n\t\t\t<div class=\"row\">\n\t\t\t\t<div class=\"col-12\">\n\t\t\t\t\t<div class=\"page-header\">\n\t\t\t\t\t\t<div class=\"slide-wrapper\">\n\t\t\t\t\t\t\t<h2 class=\"slide-up\" style=\"font-size: 42px\">\n\t\t\t\t\t\t\t\tGood to know\t\t\t\t\t\t\t<\/h2>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\n\t\n\t\t<div class=\"container\">\n\t\t\t<div class=\"row\">\n\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"col-12 col-sm-12 col-md-4 col-lg-4\">\n\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_wrapper\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/themes\/metropolitan-theme\/img\/placeholder.svg\" data-src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_186864950-720x480.jpg\" alt=\"Video\" class=\"img-fluid lazyload\" \/>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_info\">\n\t\t\t\t\t\t\t\t\t\t<h2>\n\t\t\t\t\t\t\t\t\t\t\tWhat are my water charges?\t\t\t\t\t\t\t\t\t\t<\/h2>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p>\n\t\t\t\t\t\t\t\t\t\t\t\tFind out the water charges for your area.\t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.iwnl.co.uk\/your-residential-charges\/\" class=\"hnc_gtk_vimeo_link\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"screen-reader-text\">\n\t\t\t\t\t\t\t\t\t\t\t\tGo to page\n\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"col-12 col-sm-12 col-md-4 col-lg-4\">\n\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_wrapper\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/themes\/metropolitan-theme\/img\/placeholder.svg\" data-src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2021\/09\/shutterstock_1910864023-720x480.jpg\" alt=\"Video\" class=\"img-fluid lazyload\" \/>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_info\">\n\t\t\t\t\t\t\t\t\t\t<h2>\n\t\t\t\t\t\t\t\t\t\t\tHelp with paying your bills\t\t\t\t\t\t\t\t\t\t<\/h2>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p>\n\t\t\t\t\t\t\t\t\t\t\t\tWe understand sometimes it can be difficult to pay for all your household bills. Find out how we can help give you extra support. \t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.iwnl.co.uk\/help-and-advice\/help-with-paying-your-bills\/\" class=\"hnc_gtk_vimeo_link\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"screen-reader-text\">\n\t\t\t\t\t\t\t\t\t\t\t\tGo to page\n\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t<div class=\"col-12 col-sm-12 col-md-4 col-lg-4\">\n\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_wrapper\" data-aos=\"fade-up\">\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.iwnl.co.uk\/wp-content\/themes\/metropolitan-theme\/img\/placeholder.svg\" data-src=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/09\/shutterstock_1297409209-scaled-e1662733259173-720x369.jpg\" alt=\"Video\" class=\"img-fluid lazyload\" \/>\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<div class=\"hnc_gtk_vimeo_info\">\n\t\t\t\t\t\t\t\t\t\t<h2>\n\t\t\t\t\t\t\t\t\t\t\tPriority Services Register\t\t\t\t\t\t\t\t\t\t<\/h2>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p>\n\t\t\t\t\t\t\t\t\t\t\t\tWe provide a range of services to support customers who feel they need a little extra help, perhaps because of their age, health or a disability, or if they\u2019re going through a difficult time in their lives.\t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.iwnl.co.uk\/wp-content\/uploads\/2022\/04\/IWNL-priority-services-register-2025-web.pdf\" class=\"hnc_gtk_vimeo_link\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"screen-reader-text\">\n\t\t\t\t\t\t\t\t\t\t\t\tGo to page\n\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t\n\t<\/div>\n\n\t","protected":false},"excerpt":{"rendered":"The prices and social tariffs that we offer We understand that times can be difficult, and customers may struggle to pay their water bills. We\u2019re committed to supporting our customers, especially when finances are tight. We have many ways we can help make things more manageable. Social tariffs and discounts You may qualify for lower","protected":false},"author":15,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-5810","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Our annual performance and customer statement - IWNL<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.iwnl.co.uk\/our-annual-performance-and-customer-statement\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Our annual performance and customer statement - IWNL\" \/>\n<meta property=\"og:description\" content=\"The prices and social tariffs that we offer We understand that times can be difficult, and customers may struggle to pay their water bills. 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