We have seen a big fall in the number of contacts we receive from customers about the taste, odour and appearance of their water. In 2016/17 we achieved a record low of 1.38 contacts per thousand people for the second year running. In 2017/18 we hit a significantly tougher target of just 1.23 contacts per thousand customers. Our success was due to a continued focus on supporting customers through social media and reacting to every cluster (two or more complaints) in order to solve any issues quickly.
Mean Zonal Compliance is the key measure used by the DWI to determine compliance with the stringent regulatory drinking water standards for England and Wales. Our water is thoroughly sampled and tested for a wide range of different chemicals and substances, from lead and pesticides to micro-organisms. The results from 39 key parameters make up our MZC.
In 2017 we achieved 99.96 per cent. This is due to many different initiatives, including our ongoing Keep Water Healthy campaign, investment in new equipment at our water treatment works to protect people against lead from their old domestic pipework, and our work with agriculture to reduce levels of pesticides in rivers and reservoirs.