Utility Week

UTILITY WEEK | 8TH - 14TH FEBRUARY 2019 | 27 Customers 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% ANH AFW WSH WSX SES NES YKY SWB PRT UUW SVT TMS DVW SRN SSC BRL SEW Sector 2015-16 2016-17 2017-18 Company Name SIM score in 2017 -18 Anglian Water 88.0 Portsmouth Water 87.9 Bournemouth Water 87.6 South Staffs & Cambridge Water 86.9 Wessex Water 86.9 United Utilities Water 86.9 Dee Valley Water 86.5 Northumbrian Water 86.4 South East Water 85.6 Dŵr Cymru 84.6 South West Water 84.5 Yorkshire Water 84.3 Bristol Water 83.4 Severn Trent Water 83.2 Affinity Water 80.9 Southern Water 79.3 SES Water 78.7 Thames Water 78.4 Average 2017 -18 84.6 Average 2016 -17 83.7 Average 2015 -16 82.5 10 3.6 3.7 3.8 3.9 4.0 4.1 4.2 4.3 4.4 4.5 4.6 4.7 2015-16 2016-17 2017-18 PERFORMANCE COMMITMENTS ACHIEVED SIM SCORES 2017/18 CUSTOMER SATISFACTION SCORES 2017/18 SERVICE DELIVERY REPORT 2019 Leaks and troughs Some companies experienced issues man- aging the impact of the rapid thaw that followed the Beast from the East in late Feb- ruary and early March 2018, which meant an onslaught of burst pipes, and inevitable sub- sequent knock-on impacts on leakage and supply interruptions. • More than 200,000 customers experi- enced supply interruptions of more than four hours during the Beast from the East • Five companies advised in their annual peformance reports that they were on track to meet either their supply inter- ruptions or leakage performance commit- ments before the freeze-thaw event, but failed as a result of it. The report says performance commit- ment levels were more stretching in 2017/18. It acknowledges "real efforts to reduce leakage", but then asks companies to go further still. The sector improved performance between 2016/17 and 2017/18 for: • Pollution incidents – 13 per cent more performance commitments achieved. • Internal sewer flooding – 40 per cent more performance commitments achieved. • Water quality contacts – 15 per cent more performance commitments achieved. But deteriorated performance for: • Leakage – 17 per cent fewer performance commitments achieved. • Water supply interruptions of more than 3 hours – 41 per cent fewer performance commitments achieved. • Water quality compliance – 44 per cent fewer performance commitments achieved. • Water consumption – 10 per cent fewer performance commitments achieved. The report also acknowledges that Severn Trent Water is close to exceeding its waste- water outperformance cap, as it has outper- formed on all of its in-period wastewater outcome delivery incentives. In response it is to increase Severn Trent's levels of ser- vice for internal and external sewer flooding and category 3 pollution incidents perfor- mance commitments and reduce the outper- formance payment incentive rate for external sewer flooding. Going up Anglian Water and Portsmouth Water top for customer service and satisfaction Going down "Disappointing performances" by Thames Water and SES Water

• Cover