Water quality contacts
Customer contacts about drinking water quality - The Drinking Water Inspectorate (DWI) annually report the number of contacts a company received about discolouration and taste and odour of drinking water.
In our business plan, we proposed a reduction of 10% over AMP6 from our 2014-15 performance; this was one of the measures where Ofwat set an industry wide target representing its view of the current upper quartile performance. In 2015-16, the target was 2,536 contacts, reducing to 2,072 in 2016-17 then from 2017-18 it reduced to a challenging 1,608 contacts.
If we fail to meet the target, we will refund customers £1,000 per contact and if we exceed the target, we could receive an incentive payment of £175 per contact.
In 2019-20, we saw an increase in our contacts to 2,097 contacts (2,010 in 2018-19). This is outside the underperformance cap and results in an underperformance payment of £400,000.
In 2017-18 we reported that, there are no clear means by which we can achieve the target for 2018-19 and 2019-20 without investing well above what customers have indicated they are prepared to pay. We are aware that our strategy of making it very easy for customers to contact us does make it more challenging to achieve this measure compared to the rest of the industry.