Water & Wastewater Treatment Magazine
Issue link: https://fhpublishing.uberflip.com/i/1055150
Databank GOAL 2 DEVELOPER EXPERIENCE Ofwat will introduce the Developer Services Measure of Experience (D-MeX) to assess how well water companies are serving developers as part of PR19. For now, Water UK's set of standards serve to provide an insight into how well they are performing in relation to the provision of water and wastewater infrastructure for housing development. The Water UK standards consider a range of activities relating to housing develop- ment – such as the time taken to respond to different types of enquiries – that should shine a light on the relative levels of service that customers, devel- opers and self-lay organisa- tions can expect. Figures have been pub- lished quarterly since June 2015 and for the most part show extremely high scores that have improved year on year. However the results do not tally with everyone's experience. While Water UK's independent audit found stakeholders can have "trust and confidence" in the data, there have been objections raised, with some developers indicating that they are more interested in the quality of service than specific metrics on whether something is deliv- ered within a timeframe. Ofwat senior director of strategy and policy John Rus- sell said earlier this year that developer services customers "haven't always received the most seamless, efficient ser- vice from water companies", adding: "For the first time, through D-MeX, PR19 will test the developer experience." DEVELOPER SERVICES Water Sewerage Affinity Water 96.37% N/A Anglian Water 99.68% 99.87% Bournemouth Water 98.27% N/A Bristol Water 96.89% N/A Dee Valley 98.47 N/A Dwr Cymru Welsh Water 99.71% 99.83% Northumbrian Water 92.89% 99.81% Portsmouth Water 96.26% N/A Severn Trent 99.67% 99.96% South East Water 99.09% N/A South Staffs Water 98.34% N/A South West Water 99.20% 98.99% Southern Water 99.61% 99.73% SES Water 86.75% N/A Thames Water 97.82% 98.21% United Utilities 98.81% 99.97% Wessex Water 98.67% 98.41% Yorkshire Water 94.44% 99.59% Average 97.27% 99.43% Overall performance against metrics - Water Overall performance against metrics - Wastewater Source: Water UK Performance by company June 2017-2018 Highest 99.71% Dwr Cymru Welsh Water Lowest 86.75% SES Water Tasks such as correspondence, design and construction water companies completed on time in relation to water from June 2017-June 2018 Tasks such as correspondence, design and construction water companies completed on time in relation to wastewater from June 2017-June 2018 (Source: Water UK) Source: Water UK Source: Water UK 97.27% 99.43% Overall performance against developer services metrics June 2017-8: Water June 2015-June 2016 95.98% June 2017-June 2018: 99.43% June 2016-June 2017 97.74% June 2016-June 2017: 99.38% June 2017-June 2018 97.27% June 2015-June 2016: 98.03% 24 | DECEMBER 2018 | WWT | www.wwtonline.co.uk