How do our services measure up?

We are always striving to do better for our customers – but how do we really measure up?

Each year, we give ourselves a thorough ‘health check’. All aspects of our business are put under the microscope, with the results monitored by the water industry’s regulator, Ofwat.

You can read our 2011/12 performance results in full on our corporate website, or take a look at the highlights below:

Customers are happier…but there’s still more to do

Our overall customer satisfaction score (based on telephone call handling, numbers of complaints and your feedback) went up to 67 out of 100 this year, compared to 40 out of 100 last year. A step in the right direction – but no time to sit on our hands!

Helping life flow smoothly

There were fewer interruptions to water supplies caused by pipe bursts or scheduled work in 2011/12. The average length of interruption per property was just 25 minutes. Fewer headaches all round.

Turning the tide on leakage

We played our part in preventing water loss, by meeting our leakage target for the sixth consecutive year.  

Quality on tap

The region’s tap water achieved a 99.95% - measured against Drinking Water Inspectorate criteria - confirming that it’s safe and pure for you and your family.  

More to do on sewer flooding

Our performance in protecting homes from sewer flooding has improved, but we still have more to do here to tackle this messy and upsetting problem. We’re already working on an action plan.

Passionate about pipes

Looking after a pipe network of around 120,000km, more than 660 water and sewage treatment works and 184 reservoirs keeps us pretty busy. We continue to do a decent job – meeting strict safety and environmental regulations.

Saving for a sunny day

Forget saving for a rainy day – changing weather patterns means water companies increasingly have to plan for dry spells, to make sure there is always enough water on tap. Our efforts to keep the water in our region flowing, despite the unpredictable weather, received a big tick.

Cutting down on carbon

We cut CO2 emissions by nearly 50,000 tonnes over the past year, by reducing waste, making sustainable purchasing decisions and generating our own electricity at some of our treatment works.