Sutton and East Surrey Water has published latest review of its performance - the company has published its Annual Report for 2015/16 which shows, for the first time, how well it is doing against the commitments made in its 2015-2020 business plan.
The commitments in the Annual Report include those around customer service, affordability, the reliability and quality of water supplies, and environmental impact. Among the performance highlights for 2015/16 are:
- Drinking water quality - 99.95% of all samples taken met strict water quality regulations
- Minimising interruptions - Supply interruptions lasting over three hours were 60% better than target
- There were 25% less burst mains than expected (212 instead of 290)
During the year SESW had a turnover of £63 million (2014/15 £63 million) and profit before tax of £14.3 million (2014/15 £14.8 million), investing over £18.1 million in its water supply network, including work to upgrade Woodmansterne Water Treatment Works in Chipstead. The utility also installed 6,333 water meters to help customers manage their water use, moved over 30,000 customers to paperless billing and signed up 5,686 customers struggling to pay their water bills to its Water Support scheme.
Looking ahead, asa part of meeting its commitment that by the end of AMP6 the majority (56%) of its customer base will receive water that originates from more than one treatment works SESW has identified four potential new trunk main projects. appointing J.Murphy & Sons as the lead design & build contractor. A £6.7m contract will see Murphy design and build the new pipelines - the first pipeline has just entered a 26-week design phase, with works due to start in March 2017.
Anthony Ferrar, Managing Director at Sutton and East Surrey Water, said:
“Our focus has been on meeting the six commitments we made to our customers in our 2015-2020 business plan, and I’m delighted that we’ve made good progress on many of them."
“However, our report rightly recognises where we need to do better – for example, while overall customer satisfaction with our service remains high, we have struggled to meet our customer service targets when customers need to contact us. We are already addressing this with a project team in place specifically focusing on improving this area of our business.”
The report also outlines the company’s preparations for the significant changes happening in the water industry in April 2017 – when businesses, charities and other non-household customers can choose their supplier of water and sewerage “retail” services – such as customer service, account management and billing activities.
Click here to download SESW's Annual Report
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