Value for money - water

Value for money - wastewater

affordability perception

fairness of bills perception

per property consumption

ODI 1 of 5

value for money -
water

Each year we find out what our customers think about our charges through four independent surveys, carried out by the Consumer Council for Water. These cover perceptions of fairness, affordability, and whether our water and water recycling services are value for money.

At the start of the current AMP, survey scores for the industry were used to calculate an average, and our score in relation to that average was set as a baseline. Each year the survey is repeated and a new average is worked out. Our score in relation to the new average is compared with baseline performance to determine whether our relative performance in the sector is improving or declining.

We are committed to at least maintaining levels of satisfaction. For 2016/17, our score for this measure was73 per cent, a variation of 0% from the baseline.

ODI 2 of 5

value for money -
wastewater

Each year we find out what our customers think about our charges through four independent surveys, carried out by the Consumer Council for Water. These cover perceptions of fairness, affordability, and whether our water and water recycling services are value for money.

At the start of the current AMP, survey scores for the industry were used to calculate an average, and our score in relation to that average was set as a baseline. Each year the survey is repeated and a new average is worked out. Our score in relation to the new average is compared with baseline performance to determine whether our relative performance in the sector is improving or declining.

We are committed to at least maintaining levels of satisfaction. For 2016/17, our score for this measure was 76 per cent, a variation of +1% from the baseline.

ODI 3 of 5

Affordability
perception

Each year we find out what our customers think about our charges through four independent surveys, carried out by the Consumer Council for Water. These cover perceptions of fairness, affordability, and whether our water and water recycling services are value for money.

At the start of the current AMP, survey scores for the industry were used to calculate an average, and our score in relation to that average was set as a baseline. Each year the survey is repeated and a new average is worked out. Our score in relation to the new average is compared with baseline performance to determine whether our relative performance in the sector is improving or declining.

We are committed to at least maintaining levels of satisfaction. For 2016/17, our score for this measure was 75 per cent, a variation of +4% from the baseline.

ODI 4 of 5

fairness of bills
perception

Each year we find out what our customers think about our charges through four independent surveys, carried out by the Consumer Council for Water.

These cover perceptions of fairness, affordability, and whether our water and water recycling services are value for money.

At the start of the current AMP, survey scores for the industry were used to calculate an average, and our score in relation to that average was set as a baseline. Each year the survey is repeated and a new average is worked out. Our score in relation to the new average is compared with baseline performance to determine whether our relative performance in the sector is improving or declining.

We are committed to at least maintaining levels of satisfaction. For 2016/17, our score was 64 per cent, a variation of +3 per cent from the baseline.

ODI 5 of 5

per property
consumption

We assess our success in encouraging water efficient behaviour by measuring average water consumption per household. This is measured in litres per household per day.

Our target is to reduce average per household consumption to 305l/d between 2014/15 and 2019/20, by continuing to transfer customers to meters and helping customers to use water more efficiently. Average consumption for the last two years has been 314l/d.

We are committed to metering as the fairest way to charge for water, encouraging water saving and ensuring our customers only pay for what they use. During the next five years, teams from our Integrated Metering and Developer Services alliance (IMDS) will be installing 86,000 new meters, upgrading another 412,000 and visiting 120,000 customers to offer efficiency tips and install water-saving devices. These areas of work have been combined in our Wave programme, which offers all elements of metering and water efficiency in defined geographical areas that we visit in turn.