Ofwat says there is still room for improvement in the water companies’ performance in its Service Delivery Report on their performance in 2016/17.
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 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 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, together with the Company Monitoring Framework and the Financial Monitoring Report, forms part of Ofwat’s suite of tools to monitor performance and enhance transparency among water companies.
Click here to download Ofwat's Service Delivery Report
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