Stakeholder engangement

Dialogue with stakeholders and discussions about company srategies and priorities are the real driver of our sustainability plan.


We engage with stakeholders using an approach that reflects our three key pillars.



We listen and dialogue with the territory to make our service efficient and in line with citizens’ needs.



To best manage water resources, we involve associations, professionals and citizens in our decisions.



We work to improve our service, which is why we constantly engage in discussions with the scientific and academic community.



We employ different methods and channels to engage stakeholders.


We create initiatives for students focusing on sustainability and the environment


We speak with institutions, directors and associations


We participate in reports and research relating to the water service


We promote cultural and social events for the community


We consult with our customers to ensure optimal service


We promote visits to our premises and facilities


We communicate our values to employees through different activities

Materiality analysis

We identify the issues which are most relevant to stakeholders, consistent with the company strategy.

In 2019 we began a process to update our materiality analysis with the aim of identifying the priority areas for our stakeholders and simultaneously understanding their integration and consistency with the issues relevant to the company which were already expressed in the Sustainability Plan.

We decided to share the materiality matrix, the result of an engagement process in line with the best reference case. In this regard, we first completed a preparatory activity to identify the main issues by consulting various national and international, public and non-public, internal and external information sources and examining the best practices in the sector.

Then we identified the most relevant issues during a meeting with the representatives of our stakeholders and top company management: both parties had the same weight and the voting was anonymous. We selected the participating external stakeholders based on their background and knowledge of the territory, the social and cultural fabric and our company.

The new analysis

The most important aspects assessed are those relating to the core of the Integrated Water Service: guaranteeing water quality, reducing leaks, providing circular economy solutions, managing environmental risks, guaranteeing user satisfaction and effective and transparent communication.

On the contrary, all those issues related to the management of water resources were still not directly perceived by the market as material today, for example service digitisation, supply chain innovation, digital culture, cybersecurity and, again, the guarantee of solutions close to people and the management of users in difficulty.