South Staffordshire is once again the top-performing company in the customer service league table published by Ofwat today, achieving the highest SIM score of 89 out of 100, with Thames Water once again scoring the lowest score of 71.
The latest analysis of the companies’ performance data for 2013/14 published today by the water industry regulator sets out the latest average service incentive mechanism (SIM) scores for the 18 water and sewerage and water only companies in England and Wales.
The SIM mechanism is part of the regulatory process for setting the price and service package that each of the companies must deliver in each of the five years of the upcoming AMP6 investment period between 2015 and 2020.
Ofwat introduced the SIM as part of companies’ price controls for 2010-15 as a tool to encourage companies to reduce customer complaints and get things right first time. Each company is given a score out of 100 (their ‘SIM score’) depending on how well they do. The companies independently publish their SIM score each year alongside other information about their performance.
In July the water companies published the information showing customers how they are performing against a range of indicators during 2013-14. This is the third year they have reported information in this way, following Ofwat’s decision in 2012 to change the way that companies report so that they can communicate to customers more effectively.
Overall, the companies reported that they generally delivered good levels of service to most consumers in 2013-14. However, Ofwat says there are areas where they need to improve, in particular sewer flooding and pollution incidents. South West Water and Southern Water are both flagged up with performance is significantly below target or expectation.
In Ofwat’s ‘Setting price controls for 2015-20 – final methodology and expectations for companies’ business plans’ published in July 2013, the regulator said that it would adjust the companies’ price controls for 2015-20 based on each company’s SIM performance.
The companies’ SIM score during the three years 2011-12 to 2013-14 will be used to decide whether they should receive a reward or penalty. The reward or penalty they receive will be in the range of +0.5% to -1.0% of a company’s regulated turnover.
Click here to access the Ofwat SIM league tables data.
Ray Moulds, Sales Director at Flood Control International, takes a look at how automated sliding floodgates are supporting secondary containment at water and sewerage company sites.
With the UK government demanding a 50% reduction in storm overflow spills by 2029, the era of reactive management is over. Speaking in the House of Commons on 21 July 2025, then environment secretary Steve Reed said, “This Government will cut water companies’ sewage pollution in half by the end of the decade.”
ERG, the leading supplier of odour control systems and industrial gas cleaning & thermal systems, has been awarded the coveted King’s Award for Enterprise.
Welsh Water’s new artificial intelligence-driven tool, ORAI, has been shortlisted for three categories at the prestigious British Data Awards 2026 – underscoring the company’s commitment to using cutting-edge technology to deliver better outcome for customers.
Hear how Scottish Water has completed its £235 million Ayrshire Glasgow Resilience Project - customers across Greater Glasgow, Ayrshire and East Renfrewshire will now benefit from a more secure and resilient water supply.
Hear how United Utilities is accelerating its investment to reduce spills from storm overflows across the Northwest.
Find out more about the remarkable career opportunities on offer at WSP - scroll down to watch the inspirational video.