United Utilities Annual Report 2016

Annual Report

United Utilities Group PLC

Annual Report and Financial Statements for the year ended 31 March 2016

Financial highlights



Revenue 2016

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Underlying operating profit*


Underlying Profit 2016

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Total dividend per share


Total dividend per share 2016

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Operational highlights

Accelerated investment to deliver early operational benefits:


capital invested in 2015/16

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Reward of:


achieved on outcome delivery incentives, against a tough set of targets

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Further improvements in customer satisfaction:
Service Incentive Mechanism score up year-on-year

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'Water Plus' Business Retail JV with Severn Trent:
First mover advantage and economies of scale

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Retained 'World Class' rating in Dow Jones Sustainability Index and sector leading status

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Chairman and Chief Executive Officer's Statement

We are pleased to report a continuing improvement in underlying performance and customer satisfaction, in a year that presented some difficult operational challenges.

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Our performance

  • Strong operational and environmental performance
  • Further improvements in customer satisfaction
  • Implementing efficiency plans to eliminate totex gap
  • 'Water Plus' business retail JV with Severn Trent approved by the CMA
  • Good financials

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Our vision

Our vision is to be the best UK water and wastewater company, providing great service to our customers.

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How we create value

Every day, over 50 million household and business consumers in England and Wales receive water and wastewater services. These are served by 10 licensed companies which provide both water and wastewater services.

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The best service to customers

  • Provide great water

  • Dispose of wastewater

  • Deliver a service customers can rely on

Lowest sustainable cost

  • Give value for money

  • Improve efficiency

Responsible manner

  • Protect and enhance the environment

  • Support local communities

  • Support employees in a safe workplace

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Business Insights

Investing in resilient services

Any provider of essential services, such as water, has to be prepared for 'shocks' to the system.

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Lancashire water quality incident

To protect public health, we issued a 'boil water advice' to customers.

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Flooding and resilience

In December 2015, the UK was battered by a succession of storms.

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Floating solar array

During 2015/16 we completed the installation of what is now one of Europe's largest floating solar array systems.

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