It is important that you receive crystal clear drinking water each time you turn on the tap.
One of the ways we monitor whether that’s happening is to record the number of times we’re contacted with concerns about how the water looks.
Using previous results as a baseline, our target is to receive less than 1.02 contacts per 1,000 customers, and if we outperform that target, we will receive a financial reward.
Unlike many other measures we report against, the lower the score the better.
How have we performed?
During 2023/24 we had a contact rate 0.80 contacts per 1,000 customers. This resulted in a £0.057 million outperformance payment.
This good performance was due to:
- Continued work to install new processes at our water treatment works
- Training our team so when they make changes to the network it is done in a calm way and without disturbing certain sediment deposits within our network of underground pipes
- Flushing our water mains network which involves pushing water through our pipes quickly to draw out sediment deposits and clean the inside of our water mains.
