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Water companies in England and Wales: Summary of performance 2010-11

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’).

Select a tab to find out more.

Performance summary 2010-11 About this summary Protecting consumers' interests

Summary of performance 2010-11

In general, the appointed water and sewerage and water only companies in England and Wales delivered good levels of service to most consumers in 2010-11.

  • Complaints have fallen by 20 percent in the last two years, and overall customer satisfaction with the way companies deal with contacts and concerns is high.
  • Drinking water quality remains up there with the best in Europe.  
  • The number of incidents of properties suffering internal sewer flooding was lower than any of the previous four years.
  • All companies are making sure they have appropriate water supplies to meet their customers' needs.

But there are still some areas we are concerned about. For example:

  • six companies failed their leakage targets
  • seven companies need to do more to maintain their underground infrastructure to a satisfactory standard
  • there was a high number of supply interruptions to customers. We had particular concerns about Severn Trent Water’s performance in this area

Below we summarise each companies’ performance 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 negative impact of the services they provide on the environment (environmental impact)

A more detailed assessment can be found in the ‘Protecting consumers’ interests’ section. This includes details of any action we have taken against those companies whose performance we considered was unacceptable for their customers.

Key

means we have no concerns about a company’s performance. 

x   means we, or other regulators, have some concerns about a company’s performance.

n/a means that an area relates to sewerage services and the company does not provide them.

Companies' performance 2010-11
  Consumer experience Reliability and availability Environmental impact
Customer complaints and satisfaction Supply interruptions Drinking water compliance Sewer flooding Serviceability Security of water supply Leakage Measuring greenhouse gas emissions Pollution incidents Satisfactory disposal of wastewater
Water and sewerage companies
Anglian x x
Dŵr Cymru x x x
Northumbrian (north east) x x
Northumbrian (Essex and Suffolk) n/a x n/a n/a
United Utilities x
Southern x x
Severn Trent x x x x
South West x
Thames x
Wessex
Yorkshire x x x
Water only companies
Bristol n/a n/a n/a
Cambridge n/a n/a n/a
Dee Valley n/a n/a n/a
Portsmouth n/a n/a n/a
Sembcorp Bournemouth n/a n/a n/a
Sutton & East Surrey n/a x n/a n/a
South East n/a n/a n/a
South Staffs n/a n/a n/a
Veolia Central n/a x n/a n/a
Veolia East n/a n/a n/a
Veolia Southeast n/a n/a n/a

Key

means we have no concerns about a company’s performance. 

x   means we, or other regulators, have some concerns about a company’s performance.

n/a means that an area relates to sewerage services and the company does not provide them.


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