IB 13/15: Ofwat welcomes sector’s first performance report on new connections service levels


Water UK has today published its first quarterly report detailing water companies’ performance against the levels of service the sector has agreed for developer services. These relate to the levels of service to enable new connections for water and wastewater services in new developments.

Welcoming the performance monitoring report’s publication, Richard Khaldi, Senior Director Customers and Casework, said:

“We are pleased to see the first report on companies’ performance against the service levels they have agreed for developer services. Customers need to have confidence in the services needed to provide new connections, and this is an important next step in improving these services.

“These quarterly reports will make it clearer for everyone whether companies are delivering what they have promised. The ability to compare across the sector is already encouraging companies to improve their performance and to deal with many of the long-standing problems in this area.

“We will be reviewing this first and future reports to inform where and how we focus our efforts to drive further benefits for customers.”


Notes to editors


  1. In April 2015 Water UK published a set of service levels for water companies’ developer services. All water companies voluntarily agreed to these levels of service and are monitoring their performance against them.
  2. This followed Ofwat’s and the Government’s challenge to companies to improve customer service in relation to the provision of new connections.
  3. A draft set of the levels of service was first published in the Government’s Better Connected in December 2014. Companies and Water UK subsequently consulted with developer services customers to ensure they reflected the issues that matter most to them. The finalised set included some amendments and additions to reflect these conversations.
  4. A number of the service levels reflect statutory requirements water companies have a duty to comply with.
  5. Companies’ performance against the levels of service is reported quarterly. Water UK’s July 2015 publication is the first of these monitoring reports.
  6. Media enquiries to Ofwat Press Office on:
    Benedict Fisher 0121 644 7642 / [email protected]