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Customer reported leaks fixed within a day

24 hour leakage repair 2020

Customer reported leaks fixed within a day - This measure is the number of significant leaks reported by customers that we fix within a day.

By 2020 we targeted to fix 90% of the significant leaks reported by customers by the end of the next working day following a report to us. The target gradually increases through the AMP from 66% in 2015-16.

Due to limited historic data to support setting an incentive, this PC does not have a financial incentive.

In 2019-20, we achieved the target 90% level of performance and have met each year's target level over the AMP. Despite achieving the target due to good collaboration between teams in the business and continuous improvement of our processes, this has been a significant challenge. Maintaining this performance level with tighter leakage targets will require constant review.