In 2015 we agreed with you our seven outcomes. The outcomes are the things that are important to you. To make sure that we are on track in providing these outcomes there are 26 performance commitments that track how well we are delivering on the promises we made. Each year we report to you on how we’re doing in delivering on our commitments. It’s important to us that you understand and trust the information we provide.
Water quality
We provide you with water that is clean and safe to drink.
Drinking water quality compliance
This measures the quality of our water at the customers’ taps. We take water samples based on the DWI sampling programme, and the results are used to determine the percentage of samples that are at or above pre-defined standards. We unfortunately didn’t meet our ambitious target of 100%.
| Target | Result | Performance |
|---|---|---|
| 100% | 99.949% | Off track |
Drinking water quality contacts
The number of times that customers contact us each year because of taste, odour or discolouration issues with our water, and perceived illness as a result of drinking our water.
| Target | Result | Performance |
|---|---|---|
| ≤6,108 | 6,368 | Off track |
Corrective actions
Any significant incident where the Drinking Water Inspectorate (DWI) has required us to take corrective action to maintain compliance or protect public health. This refers to the number of times the DWI feels we haven’t dealt with a situation appropriately when we’ve had to notify customers that the quality of our water is not up to acceptable standards.
| Target | Result | Performance |
|---|---|---|
| ≤6 | 1 | On track |
Long-term stability and reliability of water quality
An overall assessment of the long-term stability and reliability for water quality. It’s based on a series of measures which include non-compliance of our water treatment works sites and reservoirs due to coliform bacteria, turbidity and the number of reactive equipment failures.
| Target | Result | Performance |
|---|---|---|
| Stable | Stable | On track |
Water supply
We make sure you always have enough water.
Leakage
The total amount of water lost, in distribution and through supply pipes. This includes any losses between the treatment works and our customer’s stop tap but doesn’t include internal plumbing losses. This is measured in megalitres per day.
| Target | Result | Performance |
|---|---|---|
| ≤287.1 ml/d | 270.8 ml/d | On track |
Water use
The average daily water consumption per person of population in a dry year. This is only for household consumption and is measured in litres per day.
| Target | Result | Performance |
|---|---|---|
| ≤138.3 l/d | 135.0 l/d | On track |
Water supply interruptions
The number of minutes lost per property served due to supply interruptions of three hours or longer (irrespective of whether it’s planned, unplanned or caused by a third party).
| Target | Result | Performance |
|---|---|---|
| ≤12 mins | 7 mins 34 secs | On track |
Long-term stability and reliability of water networks
An overall assessment of the long-term stability and reliability for our water networks. It’s based on a series of measures which include burst mains, supply interruptions of more than 12 hours, low water pressure, customer contacts for discolouration and reactive equipment failures.
| Target | Result | Performance |
|---|---|---|
| Stable | Stable | On track |
Wastewater
We take care of your wastewater and protect you and the environment from sewer flooding.
Internal flooding
The total number of incidents of internal sewer flooding of homes and businesses during the year.
| Target | Result | Performance |
|---|---|---|
| ≤1,919 | 1,602 | On track |
External flooding
The total number of incidents of areas affected by external flooding during the year.
| Target | Result | Performance |
|---|---|---|
| ≤10,487 | 9,139 | On track |
Minor pollution incidents
The total number of pollution incidents caused by our wastewater assets which have been classified as having a minor effect.
| Target | Result | Performance |
|---|---|---|
| ≤211 | 159 | On track |
Serious pollution incidents
The total number of pollution incidents caused by our wastewater assets which have been classified as having a serious effect.
| Target | Result | Performance |
|---|---|---|
| 0 | 7 | Off track |
Long-term stability and reliability of waste water networks
An overall assessment of the long-term stability and reliability for our wastewater networks. It’s based on a series of measures which include sewer collapses, sewer blockages, properties flooded due to overloaded sewers and other causes, certain types of pollution incidents and reactive equipment failures.
| Target | Result | Performance |
|---|---|---|
| Stable | Stable | On track |
Water environment
We protect and improve the water environment.
Bathing water quality
The number of Yorkshire’s bathing waters (for example, beaches) where the requirements of the EU Bathing Water Directive are exceeded based on bathing water samples taken at designated beaches.
| Target | Result | Performance |
|---|---|---|
| ≥15 | 16 | On track |
Working with others
The number of solutions we deliver through working with multi-agencies, organisations or individuals.
| Target | Result | Performance |
|---|---|---|
| ≥4 | 11 | On track |
Visitor satisfaction
An assessment of customers’ satisfaction with our current facilities, access and use of recreational sites, for example, walks around our reservoirs. We don't set ourselves a target for this, we survey and publish the % of satisfied customers annually.
| Target | Result | Performance |
|---|---|---|
| N/A | 99% | On track |
Land conserved and enhanced
The amount of land (hectares) that we conserve and enhance. This includes land within the region and includes both Yorkshire Water and non-Yorkshire Water land.
| Target | Result | Performance |
|---|---|---|
| 11,736 | 11,806 | On track |
Length of river improved
The length of river (kilometres) in the Yorkshire Water region improved through our investments during 2015-2020.
| Target | Result | Performance |
|---|---|---|
| ≥440km | 459km | On track |
Long-term stability of wastewater quality
An overall assessment of the long-term stability and reliability for wastewater quality. It’s based on a series of measures which includes the number of wastewater treatment works failing to meet compliance and reactive equipment failures.
| Target | Result | Performance |
|---|---|---|
| Stable | Stable | On track |
Customer service
We provide the level of customer service you expect and value.
Quality of customer service
The Ofwat qualitative measure of customer service satisfaction called Service Incentive Mechanism (SIM).
| Target | Result | Performance |
|---|---|---|
| ≥84.0 | 83.2 | Off track |
Overall customer satisfaction
The reported value (%) for overall customer satisfaction determined by the annual Consumer Council for Water tracking survey. Our goal is to improve 2015-2020 performance on average compared to 2010-2015.
| Target | Result | Performance |
|---|---|---|
| >92% | 92.1% | On track |
Service commitment failures
The total number of events where the company has failed to meet the Guaranteed Standards of Service (GSS). Our goal is to improve 2015-2020 performance on average compared to the last 3 years of 2010-2015.
| Target | Result | Performance |
|---|---|---|
| <12,552 | 12,497 | On track |
Bills
We keep your water bills as low as possible.
Helping you pay
The number of customers who are assisted to pay their bill. This includes, but isn’t limited to: Water Sure, Resolve and the Community Trust, plus customers who take up a water meter as a result of targeted advice following identification of an affordability issue. Our aim to to increase the amount of customers we have helped and we publish this figure annually.
| Target | Result | Performance |
|---|---|---|
| N/A | 35,939 | On track |
Bad debt
The cost to bill paying customers to cover the cost of interest on revenue that’s not collected, debt written off and debt management costs, expressed as a % of the average annual bill.
| Target | Result | Performance |
|---|---|---|
| ≤3.16% | 3.06% | On track |
Value for money
The reported % for value for money as determined by the annual Consumer Council for Water tracking survey. Our goal is to improve 2015-2020 performance on average compared to 2010-2015.
| Target | Result | Performance |
|---|---|---|
| >75% | 79.6% | On track |
Wider environment
We understand our impact on the wider environment and act responsibly.
Waste diverted from landfill
The amount of waste from all Yorkshire Water activities (office, operational or construction) that’s recycled or reused as a % of total waste produced.
| Target | Result | Performance |
|---|---|---|
| ≥95% | 99.6% | On track |
Generating energy
The amount of energy (electricity) Yorkshire Water generates through renewable technology expressed as a % of total energy consumption.
| Target | Result | Performance |
|---|---|---|
| ≥12% | 14.6% | On track |
Meeting our customer promises
Stability and Reliability factors
In 2015 we agreed seven outcomes with our customers, supported by 26 performance commitments. As part of our commitments we included four measures called Stability and Reliability (S&R) factors. These measures reflect how well we are providing water and wastewater services over the short and long term.
To ensure that these measure effectively report on our services they are divided into a series of smaller measures called sub measures. It is very important to us that these measures are easy to understand and reflect what you told us was important to you. We have therefore published this guide to explain what the S&R factors are and how we will measure our performance against them. If you would like any more information regarding these measures please contact us.
Download our stability and reliability factors guide
All water companies have their own set of performance commitments which have been individually developed to meet the needs and concerns of each company’s customers.
This can make it difficult to compare performance across different water companies so in recognition of this, the Discover Water website was launched.
We provide some further explanation on those areas within Discover Water where our performance is failing to meet the committed level of performance we gave to our customers, or is significantly different to the industry average or other water companies performance.
Want to know more?
For a detailed set of reports on how we’re performing for our customers, please see our Annual Performance Report.
You can view all our reports using the link to the report page below.
Read our 2020 performance report
We recognise that our Annual Performance Report is packed full of information and is quite long. Which is why we have created a shorter performance summary report.
For a detailed set of reports on how we’re doing as a business please see our Annual Report and Financial Statements. This includes a range of information that we and most large companies are required to report by law.
All the above information focuses on our performance in the last financial year, ending 31 March 2019. To help put our latest performance in context, we also look at past performance and future plans. We publish new reports every summer.
Yorkshire Forum for Water Customers
We review our performance information and reports with the Yorkshire Forum for Water Customers (the Forum). The Forum monitor our performance against the commitments we made to our customers (performance commitments) and make sure there is an appropriate level of challenge and assurance. The Forum have published an independent statement on our performance, click on the link below to view the statement.
Our Regulators
Office of Water Services (Ofwat)
Ofwat is the economic regulator for water and sewerage services in England and Wales. They monitor the way we provide our customers with a good quality and efficient service at a fair price. Ofwat achieves this by setting limits on the prices we can charge, ensuring we comply with the Water Industry Act 1991, protecting the standard of service we deliver and encouraging us to be more efficient.
Drinking Water Inspectors (DWI)
The Drinking Water Inspectorate (DWI) monitors the water we supply to ensure it's safe to drink and meets the standards set in the Water Supply (Water Quality) Regulations 2000. The DWI independently monitors us and advises the Government on our performance on all aspects of drinking water quality. They carry out inspections to be sure that the results are reliable and give a true picture of the quality of the water supplied.
Environment Agency (EA)
The Environment Agency (EA) is responsible for protecting and improving the environment in England and Wales. The EA decides how much water we can take from the environment and issues us with abstraction licences. The EA also ensures the quality of effluent we put back into rivers from our waste water treatment works is at a high enough standard.