PN 42/04: Water companies delivering good service to customers

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PN 42/04	28 October 2004
Water companies delivering good service to customers

A report published by Ofwat today shows that water companies are maintaining good levels of service to customers.

The report, 'Levels of service for the water industry in England and Wales 2003-04', reviews the performance of the water industry since privatisation and of individual companies over the past year.

The report shows that since 1991 industry performance has significantly improved, reflecting the continuing efforts of companies to improve customer service, particularly to reduce problems of low water pressure and sewer flooding. Research carried out by Ofwat and others indicates that most customers are happy with the quality and value for money of the service they receive and maintaining this standard is important to them.

Ofwat's 'overall performance assessment'(OPA), which gives the companies a score based on the full range of services they provide(1), shows that the companies are approaching maximum scores with little variation between them. This year's OPA, together with the scores from last year's report, will be reflected in price limits for 2005-10.

Director of competition and consumer affairs Tony Smith said: "We are naturally very pleased to see the companies are generally maintaining their high standards of service and making improvements where necessary.

"Companies are investing more to reduce the number of homes at risk of flooding from sewers – this is a problem customers tell us causes the most inconvenience.

"And, following action by us last year, problems at some telephone call centres have been largely resolved.

"Drinking water quality and environmental standards have also broadly continued to improve. These are achievements to be proud of, but we will continue work with Drinking Water Inspectorate and the Environment Agency to monitor the companies closely to make sure they continue to make improvements."

Other key points from the report:

All companies achieved a good standard in customer service measures, For example, over 99 per cent of billing contacts from customers were answered within five working days.
The number of properties at risk of low pressure fell from 14,700 in 2002-03 to 9,400 in 2003-04.
In 2003-04 the number of properties affected by unplanned and prolonged (more than 12 hours) interruptions to supply increased to 32,500 from 11,100 in 2002-03. Of these, 26,300 were caused by three large water main bursts in the Thames region which were complicated and time-consuming to repair.
The quality of drinking water as monitored by the DWI, continues to be very high (99.88 per cent of tests passed).
3,100 homes were at risk of internal sewer flooding at least twice in 10 years, compared with 3,300 in 2002-03. 6,800 properties were at risk of sewer flooding once every 10 years, compared with 8,300 in 2002-03.
Sewage treatment works' compliance with Environment Agency standards was 95 per cent.
99 per cent of bathing waters meet mandatory standards and 75 per cent of beaches reached Blue Flag status.
The number of pollution incidents increased significantly last year and the Environment Agency will be discussing with the poorer performing companies how they can catch up with the best.
There were 30,300 compensation payments made under the Guaranteed Standards Scheme with a total value of £1.4 million.

Note to Editors:
1. The Director General of Water Services is the economic regulator of the water and sewerage companies in England and Wales. He exercises his powers in a way that he judges will allow them to carry out their functions properly, and finance them. Customers' interests are represented by WaterVoice.
2. The report, 'Levels of service for the water industry in England and Wales 2003-04', can be viewed on our website www.ofwat.gov.uk and is available from our library by calling 0121 625 1373.

MEDIA ENQUIRIES TO OFWAT PRESS OFFICE ON:
0121 625 1416/1496/1442

Out of hours enquiries to pager: 08700 555 500 water 503/509. Ofwat publications and press notices can be found on Ofwat's website at: www.ofwat.gov.uk

(1) Including the quality of drinking water (monitored by the Drinking Water Inspectorate) and environmental performance quality (monitored by the Environment Agency).

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