Service and delivery – performance of the water companies in England and Wales 2009-10
Our service and delivery report sets out how water companies performed in 2009-10 in delivering services to consumers. It includes our analysis of companies' performance and where we are taking action – if necessary – on behalf of consumers.
Headlines
Company performance
- The number of complaints across England and Wales fell to its lowest level since 2005-06.
- The companies continued to respond thoroughly and quickly to most (99.6%) consumer contacts.
- No water restrictions were imposed during 2009-10, and all the companies achieved their targets for the security of their water supplies.
- We were encouraged that during the prolonged winter of 2009-10, most companies were able to manage the increase in burst mains effectively and to minimise the interruptions to consumers’ water supply.
- Most companies met their leakage targets, in spite of the unusually cold winter conditions. However, six companies failed to meet their targets.
- The companies need to continue to make sure that they maintain stable serviceability . In the case of three companies , we are requiring them to deliver action plans to restore stable serviceability. We are also considering whether to require three other companies to do the same.
- We are concerned about the number of properties that are flooded as a result of overloaded sewers and other causes. We are also concerned about the lack of consistency in reporting and the poor quality of data.
- We are pleased by the way in which the companies have responded to the challenge of carbon accounting and believe that the quality of the data is improving.
Regulatory action
- We made an enforcement order against United Utilities requiring the company to remove all affected customers in the Penketh area from its register of properties at risk of severe flooding by August 2011.
- During the year, South West informed us that it had found weaknesses in its systems and processes for recording written complaints and appointments that led to it misreporting information to us. In March 2010, we accepted a formal undertaking in which the company committed to improve its systems and processes by March 2011. We welcome the constructive approach the company has taken to put right the issues identified and to provide redress.
- In addition to the investigation at South West, issues were identified at several companies concerning the evolving area of electronic communication channels. We published RD 05/10: Consumer contacts to alert all the companies to these issues.
- During the year, we carried out an investigation into Dŵr Cymru’s understanding and management of its assets, and its management of contractors delivering services on its behalf. It is taking action to strengthen its systems and processes and make sure that it has a full understanding of its assets.
In October 2009, we were alerted to a past problem with the way Severn Trent calculated infrastructure charges for new connections. The company has since taken action to identify each of the connections affected and has implemented a plan to review affected connections and make any additional payments required.
Service and delivery report
Download the Service and delivery – performance of the water companies in England and Wales 2009-10 report (PDF - 728Kb).
Supporting information
1. The guaranteed standards scheme
2. Levels of service indicators
3. Consumer issues
4. Environment and drinking water quality
5. Security of supply
6. Serviceability indicators and trends
7. Carbon accounting
8. Information quality
