IB 06/15: Ofwat response to water companies publishing levels of service for developer services


Water UK has published details of the levels of service that all water companies have committed to for the delivery of their developer services. This follows Ofwat’s and the Government’s challenge to companies to improve customer service in relation to the provision of new connections.

Welcoming the announcement, Richard Khaldi, Senior Director Customers and Casework, said:

“Companies must play their part in encouraging growth. We welcome them stepping up to take greater ownership of their relationship with their developer services customers. Good conversations with customers have been crucial to agreeing these measures. These are vital first steps in building greater trust and confidence that these services can be delivered effectively and fairly.

“The commitment that companies will regularly report their performance will not only improve transparency, but encourage those companies lagging behind to catch up. It will also help us identify where and how we focus our efforts to drive further benefits for customers.”


Notes to editors


  1. Water UK has published levels of service for developer services. All water companies have voluntarily agreed and are now monitoring their performance against these measures.
  2. The draft levels of service were first published in the Government’s Better Connected in December 2014. Companies and Water UK has since consulted with developer services customers to ensure they reflect the issues that are important to them. The finalised set includes some amendments and additions reflecting these conversations.
  3. Companies’ performance against the levels of service will be reported quarterly on Water UK’s website, beginning in July 2015.
  4. Media enquiries to Ofwat Press Office on:
    Benedict Fisher 0121 644 7642 / [email protected]