United Utilities Group PLC - Annual Report and Financial Statements for the year ended 31 March 2019

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United Utilities is the UK’s largest listed water company.

Our purpose is to provide great service to customers and communities in the North West, creating long-term value for all of our stakeholders.

Our strategic themes

Our strategy is broken down into these three themes, which form the framework through which we create value for our stakeholders.
These strategic themes are embedded throughout this report. Our performance measurement, risk assessment and remuneration policy are all aligned to them, often to more than one of the three themes, such is the interconnectivity of what we do.

The best service to customers

At the lowest
sustainable cost

In a responsible

Proud to be leading the industry across a host of measures

Business insights

We are on course for a bright future – working with others to improve the wellbeing and prosperity of customers and communities in the North West. Together, we’ll go on helping life flow smoothly, for everyone.

Financial Highlights


Underlying operating profit*

Reported operating profit*

Total dividend per share

  • A guide to alternative performance measures and a reconciliation between underlying operating profit and reported operating profit is shown in our Financial performance

Operational highlights

The best service to customers

Year-on-year improvements in customer satisfaction and lower bills

Transforming how the sector supports vulnerable customers

At the lowest sustainable cost

Best performance on outcome delivery incentives against a tougher backdrop

Made strides in operational efficiency

In a responsible manner

Sector-leading approach delivers all-round resilience

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