Our Key Priorities

At Welsh Water our priority is to deliver the best service we can for our customers and the environment at a pace that is sustainable, a price that is affordable, and by making decisions that will stand the test of time for future generations.

The 2025-2030 Business Plan represents the company’s biggest ever investment programme. It outlines significant priorities, projects, plans and improvements that we are going to make.

One key priority not only over the next five years but a multi AMP focus is on adopting a collaborative approach to reducing our impact on the environment, in particular playing our part in helping to improve river water quality.

It also ensures that we invest to protect and support the environment and to adapt to future environmental challenges such as climate change, protecting biodiversity and reducing environmental harm created by our operations.

At Welsh Water, our vision is to earn the trust of our customers every day. To ensure we are able to make lasting change, the plans we have put in place are long term, they are focused on making real, sustainable improvements to the services we provide for our customers and communities.  

But we know that this comes with higher bills, and we do all we can to ensure our services are affordable for all.  We are committed to supporting customers who need extra help – whether due to financial challenges, health conditions, age, disability, or other vulnerabilities.   

We aim to deliver the best possible service to our customers at all times. We recognise that at times we don’t always get this right and that we need to do more, this business plan ensures that we are able to improve our infrastructure, improve our performance and service delivery and do all we can to safeguard our water supplies for now and the longer term.