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Levels of service FAQs

The published data does not include any information for Northern Ireland or Scotland as they have different regulatory, legislative and development frameworks so including their performance and activity levels would not be directly comparable. As a Water UK member, Scottish Water was actively involved in the early stages of developing the reporting system but because of these differences they present their performance in Scotland on their website.

All 10 of the major water and sewerage companies in England and Wales are participating in the initiative as well as 8 water only companies. Some companies such as South Staffs Water and Cambridge Water monitor their performance separately but report combined performance as they are part of the same Group, South Staffs Water.

Up to the quarter ending 31 March 2017, reporting was based on 37 different activities. Since then the number of activities monitored has increased to 45. This is due to six new water mains diversion metrics and a revised and enhanced number of water supply self-lay water mains metrics which report on water companies’ performance in delivering services to self-lay providers who also provide water infrastructure for new development.

This revision to the reporting regime has led to some metric reference numbers on water supply no longer showing after Q4 2016-17, i.e. W9.1 to W15.1 and associated information metrics. However, performance showing these metrics is still visible for the periods before April 2017.

These reflect areas where there has been no activity during the reporting quarter. See the Notes in the relevant table for further details.

Quartile and performance scores are rounded to two decimal places, so two scores with the apparent same percentage may fall within different ranges because the calculations are based on actual numbers, not rounded numbers.

Yes, use the ‘Interrogate’ function and select which period you wish to review as well as the metrics and companies. These will display as charts and tables with statistical analysis – means, medians, quartiles or selected percentiles. The data can then be downloaded as a csv file for analysis by spreadsheet software such as Excel.

The industry is committed to improving service levels and maintains a dialogue with key stakeholders. This has led to the enhanced suite of metrics which came in to effect from April 2017.

Following CH2M’s independent ‘horizontal’ audit, Water UK proposes to engage with stakeholders to seek their views on how reporting could be improved to meet their expectations.

Water UK is also working with members and some stakeholders on two closely related topics which influence performance in this area: charging and the interaction with the planning system.

It should also be noted that Ofwat are looking to introduce a customer satisfaction survey scheme to provide a qualitative assessment of companies’ developer services performance which would complement the industry’s quantitative scheme.

The key aim of the reporting is to provide transparency as to individual companies’ performance in this area of activity with a view to driving up standards. Comparative competition is an important feature of the UK regulatory landscape and is used extensively by Ofwat. The question of whether a specific compensation scheme should be introduced will be kept under review. Disputes over performance levels may also fall within the scope of the water sector’s dispute resolution procedure – seeĀ WATRS: The Water Redress Scheme.

Water UK is also working with Defra, Ofwat, its water company members and other key stakeholders on two closely related topics which influence performance in this area: charging; and the interaction with the planning system.