What are your levels of service?

We are committed to exceed the target levels of service set by our regulators.

See our regulator levels of service below, for more information visit Water UK Metrics.

Code

Title

Definition

Target

Reporting Frequency

Sewerage

SAM -1/1

Pre-planning application (Stage 1a) – Sewerage Company – SAM – 1/1 – Acknowledgement of receipt & application completeness

Within 7 days of receipt. To review application submission to ensure all relevant details are included or request any specific items that are needed.
Full response within 21 days of receipt

7 days

Monthly 

SAM -1/2

Pre-Design Application (Stage 1b) – Sewerage Company – SAM 1/2– Review Application

14 days to review application and respond

14 days

 Monthly 

SAM - 2/1

Section 104 application (Stage 2) Sewerage Company – SAM – 2/1 – Acknowledgement of receipt & application completeness

Within 7 days of receipt. To review application submission to ensure all relevant details are included or request any specific items that are needed

7 days

 Monthly 

SAM - 2/2

Full Design review and response (Stage 2) – Sewerage Company – SAM – 2/2 – Review Design Step 1

Full design review of application and respond with formal design response (may be acceptable as per below stage 3 or may be refused) or advice regarding any required design alterations. 28 days from application receipt (this includes the 7 days to acknowledge and review the application for completeness)

28 days

 Monthly 

SAM - 2/3

Design Acceptance (Stage 2) – Sewerage Company – SAM – 2/3 – Review Design Step 2

Issue formal technical acceptance of proposed adoptable network design, including calculations and summary of required inspection fees and Bonding levels – a further 14 days from receipt of additional information or design alterations

14 days

Monthly  

SAM - 3/1

Execute Adoption Agreement (Stage 3) – Sewerage Company – SAM – 3/1 – Update draft Agreement

Issue draft Agreement to Customer for signing. 14 days after receipt of inspection fees, coloured plans and all required legal & land matter details

14 days

 Monthly 

SAM - 4/1

Customer notifies of construction start date and requests inspections (Stage 4) – Sewerage Company – SAM – 4/1 Inspections & construction period

Plan start up meeting and inspection regime. 1st inspection undertaken within 14 days of request

14 days

 Monthly 

SAM - 5/1

Construction complete (Stage 5) - Sewerage Company – SAM – 5/1 request for pre maintenance inspections

Undertaken within 14 days from receipt of request

14 days

 Monthly 

SAM - 5/2

Issue pre maintenance certificate/Provisional Certificate (Stage 5) - Sewerage Company – SAM – 5/2 – Construction is substantially complete

7 days from confirmation that all construction works are satisfactory (or remedial works complete) and receipt of as built and CCTV survey

7 days

 Monthly 

SAM - 6/2

Issue Vesting Certificate (Stage 6) – Sewerage Company – SAM – 6/2– Vest Sewers

7 days from confirmation that all construction works are satisfactory (or remedial works complete) and all legal & land matters are complete

7 days

 Monthly 

Water

SLPM - 2/2b

Design Self-Laid Main (Stage 2) – Water Company – SLPM - S2/2b – Water Company to Provide design acceptance

Within 14 or 21 calendar days depending on the complexity, provide formal design acceptance

14 days (Non-statutory)

 Monthly 

SLPM - S2/1a

Design Self-Laid Main (Stage 2) – Water Company – SLPM - S2/1a – Review Design Application

-

5 days

Monthly  

SLPM - S2/1b

Design Self-Laid Main (Stage 2) – Water Company – SLPM – S2/1b – Water Company to Review SLP design application

-

5 days

 Monthly 

SLPM – S3

Execute Water Adoption Agreement (Stage 3) – Water Company – SLPM – S3 – Review / revise Water Adoption Agreement

Issue the Water Adoption Agreement using the MWAA as a template within 7 calendar days of receiving the request or a revision to the scope of work in an earlier draft.

7 days

 Monthly 

SLPM – S6

Vest Self-Laid Main (Stage 6) – Water Company – SLPM – S6 – Issue vesting certificate

Once each Section of main(s) has successfully entered service, declare the Self-Laid Main vested. Vesting certificate should be issued within 5 Days of notification of the Final Connection being given.

5 days

 Monthly 

SLPM – S1/1

POC (Stage 1C) – Water Company – SLPM – S1/1 – Initial Application review

Within 5 calendar days confirm application form is complete

5 days

 Monthly 

SLPM – S1/2

POC (Stage 1C) – Water Company – SLPM – S1/2 – Review PoC proposal

Within 14 calendar days (or 28 calendar days for complex sites as defined in Appendix E-Minimum Information) review PoC proposal and validate / propose PoC

14/28 days

 Monthly 

SLPM – S4/1

Delivery Date (Stage 3 / 4) – Water Company – SLPM – S4/1 – Source of Water Delivery Date

Right day metric – agreed date when the Water Company will provide the Source of Water for testing purposes, contractually binding in the Water Adoption Agreement.

As agreed

 Monthly 

SLPM – S5/1a

Connect Self-Laid Main – (Stage 5) – Water Company – SLPM – S5/1a – Review request and carry out Final Connection

Within 14 calendar days from receipt of all valid test results and paperwork complete the Final Connection.

14 days

 Monthly 

SLPM – S5/1b

Connect Self-Laid Main – (Stage 5A) – Water Company – SLPM – S5/1b – Review application and agree date of Final Connection.

Within 5 Days review the application, test results, as-laid information and agree the connection date with SLP and issue authorisation.

5 days

 Monthly 

SLPM – S7/1

Make Service Connections (Stage 7 – Part 2) – Water Company – SLPM – S7/1 – Validate notification and provide consent to progress with connection

Issue consent, plot reference information, and costing details within 5 calendar days commencing on the day following written notification of connection call-off by the SLP.

Process payment for admin fees.

5 days

 Monthly 

SLPM – S7/3

Make Service Connections (Stage 7 – Part 2) – Water Company – SLPM – S7/3 – Install ‘screw in’ meter and record details

If requested, Water Company technician visits site to fit meter and records meter details.  The SLA for this metric should be defined by those companies which offer this service.

As agreed

 Monthly