Ofwat happy with progress but wants more
Water companies are responding to many of the challenges laid down by Ofwat at the 2014 price review but there remains room for improvement, according to the regulator's Service Delivery Report.
The report, which looks at the performance of water companies against specific commitments they have made to their customers, shows an increase for the third year running in customer satisfaction with how companies are handling billing and operational contacts.
The report, published on Thursday, also shows an improvement with regard to supply interruptions, with average minutes lost per customer due to interruptions falling by approximately one third over the last couple of years.
However, the report also identifies areas where companies need to improve their performance, such as leakage and burst mains, both of which have seen a small increase over the past year.
Ofwat is challenging all water companies to really stretch themselves to get their leakage levels down by at least 15% in the years ahead, which could save up to 170 billion litres of water.
Ofwat Senior Director Aileen Armstrong said: “This report shows companies stepping up to deliver improvements in services in some areas, but also highlights where they need to do more for customers and have been penalised when they have failed to deliver against their promises.
“Looking towards the next price review period, Ofwat expects all water companies to set even more ambitious commitments, particularly in relation to the things which matter most to customers.”
The Service Delivery Report can be read here.
- WWT unveils new series of content for PR19 In the run-up to the 2019 price review, WWT will be shining a light on the 14 common performance commitments which water... Read More >
- SW Water and Affinity top Ofwat pre-qual tests South West Water (SWW) and Affinity Water have pre-qualified for ‘enhanced' status based on the high quality of the... Read More >
- Ofwat sets out strategy to transform sector's performance Ofwat has published a new strategy to help transform water company performance, meet long-term challenges and embed public... Read More >
- The end of 'business as usual' in the water sector? James Connolly, head of partnerships at digital asset and works management company eviFile, assesses the message coming... Read More >
- Ofwat's assessments keep water companies in check The regulator's initial assessment of water companies' business plans reveals that a tight financial settlement is on the... Read More >
- Ofwat's PR19 assessments: How the industry reacted After Ofwat published its initial assessments of water companies' business plans for 2020-25, we look at the responses... Read More >
- Offsite build powers South East Water's £22M treatment works expansion South East Water's expansion of Bray Keleher Water Treatment Works is in full swing, with offsite manufacture aiding... Read More >
- Comment: Capital Maintenance comes to the fore The tight cost of capital set by Ofwat for PR19 will mean water companies will need to place the emphasis on maintenance... Read More >