interruptions to supply


low pressure

ODI 1 of 3

interruptions to

This measures time lost due to water supply interruptions. We have achieved a step change in our performance on interruptions to supply, through a relentless focus on:

  • restoration of customer supplies as the priority
  • detailed investigation into root causes
  • a proactive approach to prevent interruptions.

Most significant has been the emphasis on putting restoration of supplies first. Dedicated Restoration teams have been formed, trained to use a variety of equipment and techniques. This year we have increased:

  • the number of restoration technicians to 18
  • our fleet of clean water tankers from nine to 17.

This culture change, backed by significant investment in people and equipment, has produced impressive results. At the start of AMP6 our average time was 19 minutes and 10 seconds. Last year, mild weather combined with our efforts to reduce the average to just 8 minutes and 12 seconds.

Despite more challenging conditions in the last 12 months, we achieved 11 minutes and 43 seconds, beating the Committed Performance Levels agreed with Ofwat for this year and for next, when we need to reach an average time of 12 minutes. We have now set ourselves the target to reduce the average time to below 10 minutes.

ODI 2 of 3


This measures the volume of water escaping from our pipes each day. This year has seen us continue our industry-leading performance on leakage. We've cut leakage by more than a third since privatisation in 1989 and it is now at record low levels – around half the national average based on the amount of water lost per kilometre of main.

Our three-year average has continued to fall from 191Ml/d at the start of the AMP.

  • 2015/16: 189Ml/d
  • 2016/17: 186Ml/d

This is ahead of our target level of 192Ml/d. We don't believe it is good enough to stop at the targets set by our regulator; not when reducing leakage is so important to customers and so vital for us in this dry part of the country. We are determined to reach 172Ml/d by 2020 and are on track to achieve it.

Over this AMP we will invest £124 million in people and in state-of-the-art technology to drive it even lower, and now have a 300-strong team focused purely on leakage.

The main planks of our strategy are:

  • Optimised Water Networks, in which bursts are prevented through better pressure management
  • Intensive Leakage Detection teams that track down hard-to-find leaks and target areas with ageing pipes
  • an Integrated Leakage and Pressure Management system to bring together network information, making it easier to control leakage and target work.
ODI 3 of 3

low pressure

This is the number of properties where customers may be affected by persistently low pressure water supplies. We supply 2.2 million properties, of which 460 suffer from persistent low pressure. That number is falling thanks to our ongoing programme of investment.

We maintain a register of properties where customers may be affected by persistently low pressure water supplies.

From 2010/11 to 2014/15 we reduced the number of properties on the low pressure register from 636 to 505. By 2019/20 we will deliver proactive improvement schemes to reduce this to 257 properties, with an interim target of 361 properties in 2017/18.

In 2016/17, a further two properties have been removed from the register and more will be removed in the coming year as part of our planned investment programme.