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Flooding inside your property

 1.66 incidents per 10,000 properties 1.16 incidents per 10,000 properties

Internal flooding incidents - This measures the number of internal sewage flooding incidents per 10,000 properties that are caused by events other than insufficient capacity in our sewerage network. This measure includes flooding incidents caused by blockages and asset failures.

This was one of the measures for which Ofwat set an industry wide target representing current upper quartile performance. As we were already an upper quartile performer, our target was set tighter than this level at 1.66 incidents per 10,000 properties in 2019-20; this equates to c205 incidents.

As a high customer priority this measure has the potential for both customer refunds and incentive payments. To account for the impact of weather on sewer flooding, we have a deadband around the target. This means that we will refund customers if we miss the target by more than 0.2 (c25 incidents), and we can claim incentive payments if we beat the target by more than 0.13 (c16 incidents). We will refund £315k for each 0.01 we are above the deadband and we can claim an incentive payment of £204k for each 0.01 we are below the deadband.

In 2019-20 our performance was 1.16 sewer flooding incidents per 10,000 properties (146 incidents), resulting in an incentive payment of £5.5m. This year we have increased our staff training around jetting sewers and designed a programme focused around preventing the escape of sewage (looking not only at flooding incidents, but also pollutions and sewer bursts, as indicated in our pollution reduction plan published on our website).

We have worked hard each year of this regulatory period to improve our monitoring and maintenance of our sewers and worked with customers to reduce the amount of sewer misuse that can cause blockages through the flushing of wet wipes, or disposal of fats, oils and greases down the sink. Over the AMP we have consistently outperformed on this PC with a total outperformance payment of £24.1m.

The Discover Water website (see here ) shows that Wessex Water is an industry leader when compared with the other water and sewerage companies on internal flooding incidents. We reported 0.74 incidents per 10,000 sewer connections (using data for legacy public sewers rather than our entire network hence the difference in numbers) in 2018-19 compared to an industry average of 1.29.