Developer services water and wastewater performance - quarter one (2015)

Developer services, key service standards for water

Key service standard

Score

Target

Acknowledge enquiry, or application for a water connection

A written acknowledgement of the application will be sent within a period of 5 days commencing on the day after receipt of the application confirming either that the application is complete or, if not complete, requesting the missing information and/or any required payment

This service level applies to applications for service pipe connections under s45 and for applications under section 55 of the Water Industry Act 1991

99%  Target within 5 calendar days 

 Respond to predevelopment enquiry

A pre-development report will be sent to the developer within a period of 21 days commencing either

  • on the day after receipt of a full application, or
  • if an incomplete application and/or no payment has been received with the application, on the day after all the required information and payment have been received
 79% Target within 21 calendar days of application 

Respond to all other enquires and application

A quotation will be sent within a period of 28 days commencing on the day after receipt of the full application

An application is full when all the required information and any required payment have been received

This service level applies to applications for service pipe connections under s45 and for applications under section 55 of the Water Industry Act 1991. This service level is applied in respect of each individual plot irrespective of whether the application is for service pipe connection(s) only, or is made jointly with a requisition application

100%  Target within 28 calendar days of application 

 Service connection completed

The service pipe connection will be completed within a period of 21 days commencing on the relevant day

The relevant day is the day after all the required conditions are satisfied (typically all the conditions are satisfied when the trench & service pipe inspection has passed.)

Timescales can be extended by agreement with the customer due to third party constraints (Schedule 13 WIA / TMA / Third Party Land)

 93% Target within 21 calendar days 

Construction and commissioning of a water main

The construction and commissioning of the water main will be completed either

  • within a period of 90 days commencing on the relevant day, or
  • no later than on the date agreed with the developer

The construction and commissioning of the new water main is completed when the new water main is under pressure from the network

The relevant day is when an undertaking under s42 of the Water Industry Act 1991 is signed by the developer and a valid security has been received

This service level is applied separately in respect of each individual phase on a development site

96%  Target within 90 calendar days 

 Provide water supply for pressure and bacteriological testing (branch connection)

Provide a source of supply for pressure and bacteriological testing within 21 days commencing on the day after receipt of request or such longer period as may be agreed with the Self Lay Organisations (SLO) where there are engineering difficulties/requirement for offsite reinforcement/Schedule 13 WIA constraints or where the SLO requests an extended period

90%  Target within 21 Calendar days 

Provide a permanent water supply (piece up)

Provide a permanent supply connection within 14 days following satisfactory pressure and bacteriological test of the self laid mains

100%  Target within 14 days of receiving satisfactory testing results 

 

Developer services, key service standards for wastewater

Key service standard Score 

Target 

Acknowledge receipt of a sewer requisition application

Receipt of any sewer requisition applications will be acknowledged within 5 calendar days of receipt                                                                                       

 100%  Target within 5 calendar days

 Respond to pre-development enquiry

 A pre-development response will be provided to the applicant within 21 calendar days of receipt of a complete application

 99%  Target within 21 calendar days of application

 Respond to sewer adoption / diversion application

 Receipt of applications will be acknowledged within 14 calendar days advising if application is complete or if further information is required

 97%  Target within 14 calendar days of application

 Respond to sewer adoption / diversion technical appraisal

 A technical assessment will be carried out and an approval or rejection will be provided to the applicant within 28 calendar days of receipt of a complete application

 99%  Target within 28 calendar days of application

 Respond to sewer connection application

A technical approval or rejection will be provided to the applicant within 21 calendar days of receipt of a complete application

 99%  Target within 21 calendar days of application