South East Water cuts complaint numbers
South East Water revealed a 38 per cent reduction in complaints after the first year of its AMP6 investment programme.
The water supplier has invested more than £89.2M in projects to improve the water infrastructure and worked closely with customers to set 25 performance commitments for the 2015-2020 period. The targets range from leakage and water pressure, to the number of burst water mains and its compliance with environmental legislation.
However, the annual report from the company revealed that it missed its overall target for minimising interruption of supply which is less than 11 minutes’ per property over the year. The company attributes its 32.1 minutes per property interruption to a “significant incident” in East Sussex of a burst water main. Excluding the incident meant the company saw an average of 9.1 minutes. Chairman Nick Salmon said “thankfully incidents like this one are rare”.
South East Water managing director Paul Butler said: “This report describes the first year of our five-year investment programme, a programme which is driven by our ongoing commitment to deliver a five-out-of-five service for customers.
“We are pleased to see the level of customer complaints reduce by 38 per cent this year, which builds on the improvements we have made over the past few years. However, we are not complacent, and strive to ensure our performance improves every year so that our customers always receive an excellent service from us.”
Earlier this month the company joined forces with behavioural experts Advizzo in a bid to cut consumers’ water consumption and decrease their bills.
-This article first appeared on Utility Week.
- Thames reports £21.6M rise in half-year profit Thames Water has announced a £21.6M increase in pre-tax profit to £134.2M for the half-year ending September 2013 over the... Read More >
- Southern Water most complained about company - CCW report Southern Water has been named the most complained about company for a third successive year in the Consumer Council for... Read More >
- UU's talks with Ofwat focus on wholesale totex differences United Utilities (UU) says it is "engaged in detailed dialogue" with Ofwat with particular focus on the... Read More >
- Industry View: Let's not drop the ball after PR19 There must be better alignment between PR19 strategic plans and actual delivery plans if water companies are to get full... Read More >
- Round Table: Water Industry Procurement in AMP6 and beyond Have procurement practices so far in AMP6 reflected the regulatory shift towards whole-life cost and Totex? Participants... Read More >
- Disappointment replaces AMP6 optimism The first year of AMP6 is complete but has the regulatory cycle lived up to expectations of renewed vigour, or has it been... Read More >
- Competition is a driver for innovation Domestic water competition is planned for England before the end of this Parliament, and contractors that innovate to... Read More >
- Blog: Connecting data for efficiency and productivity Steve Hanslow believes that at a time when AMP6 is focussing water companies on total expenditure (TOTEX) driven outcomes,... Read More >
- Head of Engineering Our members control and maintain the critical national infrastructure that delivers the gas and electricity services into our homes and... Read more here.
- Assistant gas to grid engineer GENeco is a multi-award winning recycling and renewable energy company. We were created by Wessex Water in 2008 to help our parent company... Read more here.
- Chief Executive Officer The Electricity Association of Ireland (EAI) is the representative body for electricity producers, retailers and distributors on the island... Read more here.