Here, we summarise the companies’ performance during 2010-11 in:
- delivering the services that consumers experience each day (consumer experience)
- maintaining and improving the capacity and capability of the systems and infrastructure necessary to deliver those services securely over the long term (reliability and availability)
- reducing the impact of the services they provide on the environment (environmental impact).
We also describe action we are taking against companies whose performance was not acceptable. And we provide an update on action we took against any companies last year (which we set out in our ‘Service and delivery – performance of the water companies in England and Wales 2009-10 report’).
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About this summary
Across England and Wales, most customers cannot choose their water and sewerage service supplier. This is why we assess the performance of monopoly water and sewerage companies (WaSCs) and water only companies (WoCs) in England and Wales to make sure they are:
- delivering what customers’ have paid for
- delivering the services that customers expect
- complying with their obligations
Here, we summarise our assessment of how the monopoly companies performed in 2010-11 in:
- delivering services to consumers
- managing the assets necessary to deliver those services
- reducing the impact on the environment of the services they provide
We also set out actions we are taking on behalf of consumers where companies are not delivering.
We previously produced detailed yearly reports about the companies’ performance. But we are changing the way we regulate. One reason for those changes is because consumers value clear straightforward information to help them understand how their company is performing. So we are publishing shorter, higher-level, more digestible information on what is relevant to consumers. And we will no longer produce detailed reports.
You can find detailed information about the performance of your local water company on its website.
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Summary of performance 2010-11
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