Company performance

Every year the CCG gives its view on how well South East Water is meeting its commitments.

discover water logo

How does South East Water compare with others? DiscoverWater.co.uk is a 'dashboard' bringing together, for the first time, key information about water companies in England and Wales in one place. The dashboard aims to be a clear and simple source for trustworthy and factual information. You can use the website to find out how we compare on a range of measures from the appearance of water through to the pressure at your tap.

How South East Water performed

Green – Performance exceeded – In reward for financial outcomes or performance target met for reputational outcomes

Amber – Performance within target range – Performance is within the “deadband” (ie acceptable tolerance) agreed with Ofwat

Red – Performance not met – In penalty for financial outcomes or performance target not met for reputational outcomes

In the case of outcomes with a five year target, the assessment is based on whether performance is consistent with achieving the target.

Outcome Performance 2016/17 Performance 2017/18 Target 2018/19 Performance 2018/19 Reward / Penalty (if applicable)
Customer Satisfaction
Appearance 4.5 4.5 4.6 4.5 No penalty
Taste and odour 4.2 4.2 4.3 4.2 No penalty
Leakage 3.8 3.8 4.0 3.6 Penalty
Interaction 4.3 4.3 4.5 4.3 Penalty
Pressure 4.2 4.3 4.5 4.3 Penalty
Interruptions 4.6 4.6 4.7 4.6 No penalty
Water use restrictions 4.4 4.4 4.1 4.4 Reward
Leakage 88.6 87.7 89.1 86.9 Reward
Service Incentive Mechanism (SIM) score 84.6 85.6 80 85.4 Not applicable until 2020
Customers consider bills to be value for money and affordable 74% 71% 80% 73% Not applicable
Number of properties at risk of low pressure 49 47 60 47 Reward
Average interruption time lost per property 12.9 44.6 12.0 14.2 Penalty
Meeting the water resource deficit 0 0 0 0 No penalty
Mean zonal compliance 99.95% 99.95% 100% 99.98% No penalty
Number of breaches of abstraction licences, discharge consents and environmental permits 5 215 0 11 Not applicable
Number of pollution incidents (Category 1-2) 2 1 0 1 Not applicable
Number of compliance breaches of health and safety regulations 0 0 0 0 Not applicable
Number of breaches of National Security obligations 0 0 0 0 Not applicable
Number of compliance breaches of other statutory obligations and licence conditions 1 0 0 1 Not applicable
Discolouration contacts 0.96 0.82 0.58 0.59 Penalty
Above ground asset performance Stable Stable Stable Stable No penalty
Number of sites at risk of flooding 33 7 0 2 Not applicable
Water mains bursts 3,032 2,747 2,429 2,826 No penalty
KG of carbon emissions per customer per year 37.2 37.2 37.7 36.3 Not applicable
We will monitor our abstractions at low flows at environmentally sensitive sites -0.18 -0.24 0 -0.10 Not appicable