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. |
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 |