Policies and reports

Modern slavery statement

This statement is made on behalf of Water Plus Group Limited and its subsidiaries, Water Plus Limited and Water Plus Select Limited pursuant to section 54(1) of the Modern Slavery Act 2015 (the Act) and constitutes the Group’s slavery and human trafficking statement for the period until 31 March 2024.

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Gender pay gap report

This report sets out the gender pay gap at Water Plus, the reasons for it and the steps we are taking to close it. The law requires any company with more than 250 employees to publish its gender pay gap. The gender pay gap is the difference between the pay of men and women working for an organisation.

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Tax strategy

This document sets out Water Plus Group's approach to tax risks for the financial year ending 31 March 2025. The group's tax strategy applies to Water Plus Group Limited and its subsidiaries Water Plus Limited and Water Plus Select Limited. We consider this document, which has been approved by the Water Plus Group Board of Directors on 7 November 2023, to be in line with Finance Act 2016 Schedule 19, paragraph 16.

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Environmental and sustainability policy

We provide our customers with water retail services, including billing, meter reading, and customer account support, along with water efficiency technical services and advice. From supermarkets to multinational manufacturers, national chains to corner shops, the public sector, and charities - we partner with organisations of all sizes, across all sectors.

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Corporate social responsibility policy (CSR)

At Water Plus we care about the environment and the community we work in, and we want to protect and enhance it. Taking responsibility for our social impact is also important to us. Our policy has been shaped so that it keeps us true to our commitments and improving our position in specific areas over time.

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Taking responsibility report

At Water Plus, we care about the environment and the community we work in, and we want to protect and enhance it. Taking responsibility for our social impact is also important to us - and we're supporting the UK's push to Net Zero.

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Data protection statement

Water Plus collects, stores and processes personal data about our customers. We recognise that the correct and lawful treatment of this personal data will help maintain confidence in our company and assist in delivering successful business operations. This Data Protection Statement sets out how we, as a data controller, safeguard the personal data of our customers. It also explains the rights and obligations of our customers (as data subjects) with respect to such data.

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Privacy policy

Our privacy policy describes in detail who is responsible for the personal information that we collect about you what personal information we collect, how we will use such personal information, who we may disclose it to and your rights and choices in relation to your personal information.

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Acceptable engagement policy

At Water Plus we deal with thousands of customer contacts every year promptly, effectively and without issue. Our teams are trained to deal with people in a professional, courteous manner in line with our business values. Unfortunately, like many other suppliers and service providers, we sometimes come across challenging customers or intermediaries who use a range of behaviours or tactics that are unacceptable.

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Company structure and partner organisations

Water Plus is a joint venture between two of the largest water companies in the UK, United Utilities Plc and Severn Trent Services International (Overseas Holdings) Limited (a subsidiary of Severn Trent Plc).

We work with a number of organisations to deliver operational services.

  • For meter reading, we work with different suppliers, depending on the area your business is located. These are Morrison Data Services Limited, Anglian Water Services Limited, Yorkshire Water Limited, South West Water Limited, United Utilities Water Limited, Pennon Water Services Limited.
  • For debt collection, we work with Pastdue Credit Solutions Limited, Oriel Collections Limited, 1st Locate (UK) Ltd T/A LCS, Engage Services (ESL) Limited, Credit Style Limited
  • Our call centre is operated by Capita Customer Management Limited

These arrangements are subject to change.

Purchasing terms and conditions for the supply of goods and services to Water Plus Limited

The Supplier’s acknowledgement of the Purchase Order shall constitute acceptance of these conditions and shall create the Contract between the Supplier and the Purchaser, save as varied by any pre-existing terms and conditions agreed between the Supplier and the Purchaser.

Vulnerability disclosure policy

The safety and security of our customers’ data, and the reliability of our services, are of utmost importance to Water Plus. Therefore, we aim to design and make services with the highest levels of security and reliability.

Our policy below describes our approach to requesting and receiving reports related to potential vulnerabilities and errors in its services from those that interact with such services.

Annual performance report

These documents are prepared by us to enable our parent companies to comply with industry regulations. Every year, each water company that holds an Instrument of Appointment to act as a water and sewerage undertaker under the Water Act 1989 must publish information about their performance in the year.Having served as the water and sewerage retailer for the non-household retail customers of United Utilities Water and Severn Trent Water during the period from 1 June 2016 to 31 March 2017 and solely for Severn Trent Water for the period from 1 April 2017 to 31 March 2018, we present the following information on performance during these periods.For information relating to the United Utilities Water area see the Water Plus Limited Annual Performance Report, and for information relating to the Severn Trent Water area see the Water Plus Select Limited Annual Performance Report.

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