Annual Report 2020 flip book

Our Annual Report outlines Hunter Water’s activities and performance for 1 July 2019 to 30 June 2020. It includes our structure, governance, strategic initiatives, major projects and more. At the completion of each financial year we take the time to reflect on what we have achieved, what we have learnt, and where we can improve next year.

Key highlights

Loving Water together

Our region embraced Love Water and water restrictions to help conserve our most precious resource. Together, local homes and businesses used 15% less water than forecast, equivalent to the consumption of 52,000 homes, saving millions of litres for the future.


We have made significant water savings across our network. We cut water leakage by 13%, with a cumulative reduction of 34% over the last three years. We also surveyed every kilometre of our network for leaks, implemented smart technologies and increased recycled water schemes and dual reticulation.


The impacts of COVID-19 have been far reaching. We’ve quickly transitioned to new ways of working to keep our people and communities safe while delivering essential services 24 hours a day, seven days a week. We moved services online and worked with customers to deliver more than 1,500 tailored assistance plans to those in hardship.


The CX Mystery Shopping Program named Hunter Water best in sector for 2019-20 among 23 water utilities. The nationally recognised measure evaluated 30 aspects of our customer service. This past year we launched our new website, increased online developer services, delivered outreach events virtually and extended our social media reach to allow customers more choice and flexibility in connecting with us than ever before. We have a 96% customer satisfaction rate.


The Independent Pricing and Regulatory Tribunal released its determination on our prices for the next four years, with a typical Hunter Water household bill to fall by $48 per year. It also gave the green light to our $653 million investment in infrastructure, technology and service improvements.

Drought and long term water planning

Water restrictions took effect in September 2019 in response to the worst drought on record for New South Wales. As prolonged dry conditions saw our dams dip to their lowest in almost 40 years, we continued work with the NSW Government, stakeholders, customers and our community to develop the Lower Hunter Water Security Plan, expected to be released in 2021.

Driving sustainability

We furthered our commitment to progress the Sustainable Development Goals and joined City of Newcastle’s SDG Collaborative Group. Hunter Water is also a member of the Hunter Region SDG Task Force. The SDGs are 17 interlinked goals designed to be a “blueprint to achieve a better and more sustainable future for all.”

Achieving greater diversity and inclusion

We launched our first Reconciliation Action Plan to support our work to improve economic, health and social outcomes for Aboriginal and Torres Strait Islander peoples. We also made significant gains in diversity and inclusion, including increasing female board membership to 50%.

Building for the future

We delivered major infrastructure improvements including the sewering of Wyee township, replacing an eight kilometre section of the major Chichester Trunk Gravity Main, and completing the Central Coast inter-regional water transfer scheme to increase drought resilience for both regions.

Part A

See our achievements and challenges from the year that was, and read about our structure, executive and board.

Part B

We report on our performance against statutory requirements. You can also find financial information and general statistics.

Past Annual Reports

We have achieved a considerable amount in the past and have learnt valuable lessons. We are growing with our community, for our community.