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.
- SIM set for overhaul, says Ofwat The service incentive mechanism (SIM) is in line for “at least” a refresh, if not a complete redesign, Ofwat senior... Read More >
- Business Stream creates new director role Business Stream, the leading provider of non-household water and wastewater services in Scotland, has recruited a director... Read More >
- Water firms must make greater investment in technology Water companies need to make greater investment in technology if they are to continue to meet or exceed the exacting... 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 >