Monitored by the Drinking Water Inspectorate, this measure focusses on proactively reducing incident risks relating to water quality.
Event Risk Index (ERI) can be influenced by a range of factors including water quality related customer contacts following burst mains, domestic plumbing issues, a failure at a water treatment works, reservoir or customer property and loss of supply events.
The incentive looks at how serious each water quality incident was, how we responded, the number of customers impacted and for how long, a score is then given.
Our target for 2024/25 is to reach a score of 0.000 – meaning we aim to have zero incidents across the calendar year.
How have we performed?
During 2024/2025 we scored 28.Which is below our internal target of 50, company performance remains significantly better than the industry average of 2229.
We saw an overall reduction in the number of reportable events in 2024/25 as a result of water quality issues, due to targeted investment and process optimisation at our treatment works and an improved planning and risk assessment approach for our network operations.
We have improved the speed and effectiveness of our response to water quality events, to reduce both the number of customers impacted and the time to achieve resolution of each event.
