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Earning and sharing benefits

In 2015/16, the first year of our five-year regulated business plan, we performed better than expected and earned a £3.1m benefit which is being passed back to customers as reinvestment in improving services.

The benefit was earned largely because we managed to borrow money for investment more cheaply than predicted when we submitted our business plan to Ofwat in December 2013. Customers therefore directly benefit from our success in being ever-more efficient.

  • The £3.1m reinvestment is already delivering a better and more responsive service to customers, on top of previously planned investment. The extra improvements include:
  • The creation of 22 new jobs in the Exeter call centre to respond to and resolve customer inquiries more quickly and fully
  • Extra assistance for vulnerable customers, particularly those in social housing
  • Extra measures to encourage customers to save money and water by having a free water meter installed in their property
  • Working with communities to reduce sewer blockages in hotspot areas by raising awareness of what not to flush or pour down toilets and sinks, and working with the Environment Agency and Cornwall Wildlife Trust to reduce the risk of pollution

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