PR24 Performance commitment definitions

The outcomes framework holds water companies to account for the outcomes that customers pay for and incentivises companies to go further where it is in the interests of customers and the environment. We do this by defining performance commitments (PCs) which measure the level of service provided for a particular outcome.

The table below provides links to definitions for common performance commitments which will be measured for all companies in England and/or Wales for the 2025-30 period.

Data submitted by companies should be subject to rigorous and high-quality assurance. This is critical to provide confidence to us, customers and other stakeholders that the information reported is accurate and reliable. Where we are concerned about the quality of data we may intervene to protect customers and ensure that companies do not benefit from insufficient data quality.

Alongside the final methodology we have published definitions for storm overflows, bathing water and river water quality performance commitments for the first time. We have also refined other performance commitment definitions and in these cases have highlighted additions using underline and struck through deletions. We welcome comments on any changes in the drafting of the performance commitment definitions, our policy having been set out in our final methodology. Please provide any comments by 31 January 2023 to [email protected]. These performance commitment definitions are subject to the outcome of the PR24 determinations process.

With regard to third party materials, we expect to use the version of each relevant third party material that is in effect at the date of our PR24 final determinations, subject to the outcome of the PR24 determinations process. Therefore, the materials published here are subject to change.

No. Common performance commitment for PR24 Link to performance commitment (PC) definition Link to third party material
1 C-MeX Work is ongoing to review this definition prior to our draft determinations.
2 D-MeX Work is ongoing to review this definition prior to our draft determinations.
3 BR-MeX Work is ongoing to review this definition prior to our draft determinations.
4 Business customer experience in Wales Work is ongoing to review this definition prior to our draft determinations.
5 Water supply interruptions Water supply interruptions – PC definition
6 Compliance Risk Index (CRI) CRI – PC definition DWI Compliance Risk Index (CRI) definition
7 Customer contacts about water quality Customer contacts about water quality – PC definition DWI Information letter 04/2022 Revised
8 Internal sewer flooding Internal sewer flooding – PC definition
9 External sewer flooding External sewer flooding – PC definition
10 Biodiversity Biodiversity – PC definition Biodiversity Metric v3.1

 

11a Operational greenhouse gas emissions (water) Work is ongoing to review this definition prior to our draft determinations.
11b Operational greenhouse gas emissions (wastewater) Work is ongoing to review this definition prior to our draft determinations.
12 Leakage Leakage – PC definition
13 Per capita consumption (PCC) Per capita consumption – PC definition
14 Business demand Business demand – PC definition
15 Total pollution incidents Total pollution incidents – PC definition Environment Agency Environmental Performance Assessment (EPA) methodology v9

Environment Agency Environmental Performance Assessment (EPA) methodology v8

Common Incident Classification Schemes (CICS) – Environment Agency

Incident Categorisation – Natural Resources Wales

Briefing note – Natural Resources Wales

16 Serious pollution incidents Serious pollution incidents – PC definition Environment Agency Environmental Performance Assessment (EPA) methodology v9

Environment Agency Environmental Performance Assessment (EPA) methodology v8

Common Incident Classification Schemes (CICS) – Environment Agency

Incident Categorisation – Natural Resources Wales

Briefing note – Natural Resources Wales

17 Discharge permit compliance Discharge permit compliance – PC definition Environment Agency Environmental Performance Assessment (EPA) methodology v9

Environment Agency Environmental Performance Assessment (EPA) methodology v8

18 Bathing water quality Bathing water quality – PC definition Bathing water regulations 2013
19 River water quality River water quality – PC definition
20 Storm overflows Storm overflows – PC definition
21 Mains repairs Mains repairs – PC definition
22 Unplanned outage Unplanned outage – PC definition
23 Sewer collapses Sewer collapses – PC definition