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Watchdog warns water supply disruption on the rise

The amount of time people suffered disruption to their water supply has risen by a fifth since 2016/17, according to a new report.

The Consumer Council for Water (CCWater)’s annual Water Water Everywhere? report also reveals that the that the industry lost 3.16 billion litres of water through leaky pipework in 2018/19 – a fall of 0.2 per cent.

Three water companies – Thames Water, Affinity Water and Hafren Dyfrdwy – failed to meet their leakage targets and the watchdog said it is concerned the industry’s slow overall progress may dampen individuals’ own motivation to save water.

Bristol Water is named in the report as the industry’s best performer, losing an average of 71 litres per property per day – compared to Thames Water, which reported the highest levels of leakage (177 litres per property per day).

The report also raises questions over whether some companies are in a stronger position to deal with any repeat of the severe “Beast from the East” cold weather and rapid thaw, which left thousands of customers without water in March 2018.

Water consumption has been on the rise for the past four years with the average person using 143 litres a day in 2018/19, up from 141 litres in the previous 12 months.

Many people are already making a conscious effort to be more water efficient, according to the report.

But CCWater has repeatedly warned the industry that consumers are much less likely to play their part if they think their water company is not doing enough to tackle leakage.

The report also shows that consumers were left without water for an average of 13 minutes and 14 seconds in 2018/19.

That marks a significant fall on the previous year when the results were skewed by the huge disruption experienced during and after the “Beast from the East” and Storm Emma. But the losses were still almost 22 per cent higher than two years ago, with eight companies falling short of their targets.

The latest leakage figures also raise doubts over whether some companies will be able to achieve the more demanding targets being set by the regulator Ofwat, as part of the current price-setting process for 2020 to 2025.

Much more encouraging progress has been made in the battle to eradicate sewer flooding, which can cause misery for households and businesses.

Over the last five years the number of properties flooded with sewage has fallen by a quarter and that trend continued in 2018/19 – down from 3,560 to 3,252.

There was also a further fall in the number of external areas flooded with sewage, with incidents having declined by almost 40 per cent over the past five years.

“It’s clear that some companies still need to do much more when it comes to reducing supply interruptions and curbing leakage, which can damage people’s perceptions of the industry and deter them from saving water themselves,” said CCWater’s senior policy manager, Karen Gibbs.

“Being left without water causes huge inconvenience to people and can be extremely isolating for the most vulnerable customers.”

Author: Jamie Hailstone,
Topic: Customer experience , Leaks & bursts , Pipes & Pipelines , Policy & Regulation
Tags: Consumer Council for Water

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