Protection of the water environment has become a modern socio economic issue in which the sociological pressures for a healthy water environment must be balanced with affordability. Reconciliation of these aspects requires clear political thinking and rigorous methodologies. It also requires a shift in mind-set which considers members of the public as customers.

Water utilities are the major users of the water environment and potentially its greatest threat – so good delivery of water services is very important. The presentation addresses the topic through the experience of Anglian Water, a privatised water utility serving Eastern England.

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