Information quality

Having information that is easy to understand and navigate allows customers, and other stakeholders to challenge companies’ performance – and encourages them to deliver better services. This helps everyone build trust and confidence in water.

All monopoly water-only and water and wastewater companies in England and Wales publish information on their performance each year.  We expect companies to have processes in place to ensure that this information can be trusted (‘assurance’). This is part of our approach to monitoring and assuring delivery.

As a regulator, our role is to ensure that customers and other stakeholders can trust the information that companies publish. We use our company monitoring framework – a series of tests of the quality of each company’s information − to provoke and challenge the 17 largest companies to publish information that can be trusted.

We rate each company depending on the quality of their information. There are three categories and companies can move up and down depending on our assessments. The rating they get decides the level of assurance we expect from them in future. The higher the rating, the more freedom that companies get over the assurance they provide. The lower the rating, the less freedom they get. This encourages all companies to deliver good quality, reliable information.

Find out more about the categories and what they mean.

2015-16

CMF graphic
CMF graphic

Overview of companies’ information quality

How South East earned self-assured status: a case study

How Severn Trent earned self-assured status: a case study

Technical information

South East Company monitoring framework – South East Water Ltd
Severn Trent Company monitoring framework – Severn Trent Water Ltd
United Utilities Company monitoring framework – United Utilities Water plc
Sutton and East Surrey Company monitoring framework – Sutton and East Surrey Water plc
South West Company monitoring framework – South West Water Ltd
Affinity Company monitoring framework – Affinity Water
Northumbrian Company monitoring framework – Northumbrian Water Ltd
South Staffordshire Company monitoring framework – South Staffordshire Water plc
Dŵr Cymru Company monitoring framework – Dŵr Cymru
Anglian Company monitoring framework – Anglian Water Services
Wessex Company monitoring framework – Wessex Water Services Ltd
Thames Company monitoring framework – Thames Water Utilities Ltd
Portsmouth Company monitoring framework – Portsmouth Water Ltd
Bristol Company monitoring framework – Bristol Water plc
Dee Valley Company monitoring framework – Dee Valley Water plc
Yorkshire Company monitoring framework – Yorkshire Water Services Ltd
Southern Company monitoring framework – Southern Water Services Ltd