Consumer: upgrade our waterways please? hmm maybe don't dump raw sewage every day.

Thames Water: pooposterous! we must pay bonuses, or it'll affect investor morale! Haven't you heard, your water is the best in the world, be happy :)

Thames Water: we need to raise bills to fund the infrastructure repair/upgrade

Consumer: grumble okay, here's our money

Thames Water: gives money to execs

Consumer: the infrastructure needs repair

Thames Water: we need to raise bills to fund the infrastructure repair/upgrade