Credit Investor Presentation

Behaving responsibly Delivering for customers and the community 4 year qualitative SIM scores 2015-2019 4.60 • Upper quartile for AMP6, achieving SIM outperformance 4.40 • 25 awards across customer service, 4.20 collections and debt management 2015/16 • 3 accreditations 2016/17 -Industry Ave 2017/18 2018/19 -UU • • Strong C-Mex performance to date AMP7 incentive range of +/-£66m CICM BRITISH CREDIT AWARDS 2020 WINNER Consumer Tam of the Year QUALITY CICM Q ACCREDITED U&T 2019 AWARDS WATER TEAM OF THE YEAR COLLECTIONS UNITED UTILITIES WATER Utility Week AWARDS 2018 ServiceMark Accredited from Aug 18 to Aug 227 The Institute of Customer Service We are GOLD AWARD WINNERS THE COMPLAINT HANDLING AWARDS 19 In Partnership with 40 30 20 10 0 Complaints per 10,000 connected properties 2015/16 2016/17 2017/18 2018/19 2019/20 United Utilities • Credit Investor presentation • 18

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