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UK's biggest water company apologises to customers but defends bonuses
The chairman of the UK's biggest water company has apologised to customers but defended staff bonus payments.
Sir Adrian Montague, of Thames Water, told MPs on the Environment, Food and Rural Affairs select committee that the utility firm, which supplies 16 million customers in London and parts of south England, was sorry. He said: "We know the supply interruptions cause inconvenience and sometimes real hardship, and so I think the right thing to do is to start the discussion of the [company's] turnaround plan by acknowledging we haven't always served our customers as well as we should, and through the committee, apologising to them." Money blog: How to make money off your old (and empty) beauty containers Customers faced significant service disruption in recent years, including a boil water notice in Bramley, near Guildford, last summer and a 40% rise in sewage spills in 2024.
It's also struggled to raise investment, repay its debt pile, which now stands at £19bn after an emergency loan prevented it from running out of money and entering state control. Despite the massive debt pile, Sir Adrian defended paying bonuses, saying the company was in "a competitive marketplace" and "we have to keep staff".
"It's true that this business, like many businesses, needs to reward its staff effectively.
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