{{selectedAlertBand.alertDescription}}
{{selectedAlertBand.incident.heading}}
Message last updated - Monday 18th January 2021
{{selectedAlertBand.incident.heading}}
Message last updated - Monday 18th January 2021
Message last updated - Monday 18th January 2021
{{selectedAlertBand.alertLinkText}} {{selectedAlertBand.alertLinkText}}
For further updates subscribe
We measure our performance against 32 commitments, or Outcome Delivery Incentives (ODIs). This table lists them all, together with our targets.
ODI performance table
ODI | Target | RAG* | Comments |
---|---|---|---|
Serviceability: |
Green |
Amber |
The key measure of how we invest in our below-ground water supply assets to keep their service at an acceptable level. It is split across four measures, each assessed as green, amber or red. Although three measures are at green, because the measure for supply interruptions is at amber for the second year in a row this year, the ODI itself is assessed as amber. |
Serviceability: Water non-infrastructure |
Green |
Green |
The key measure of how we invest in our above-ground water supply assets to keep their service at an acceptable level. It is split across three measures, each assesse as green, amber or red. With all three measures at green this year, the ODI itself is assessed as green. |
Serviceability: |
Green |
Green |
The key measure of how we invest in our below-ground water recycling infrastructure assets to keep their service at an acceptable level. It is split across four measures, with each one assessed as green, amber or red. With all four measures at green this year, the ODI itself is also assessed as green. |
Serviceability: |
Green |
Green |
The key measure of how we invest in our above-ground water recycling infrastructure assets to keep their service at an acceptable level. It is split between two measures, both assessed as green, amber or red. With both measures assessed as green this year, the ODI itself is also assessed as green. |
Service Incentive Mechanism |
N/A |
Green 81.98 |
This measures the level of customer satisfaction with our service out of 100. While the financial incentives did not apply in 2019/20, Ofwat has instructed companies to report using a proxy measure using a different methodology than in previous years. This measure is replaced by C-MeX from April 2020. In 2018/19, the final year of full SIM reporting, we finished top of the league table for all water companies. |
Qualitative SIM score — water |
Top three |
Amber 4/10 |
The qualitative element of SIM is based on ratings from customers who have contacted us throughout the year. For 2019/20 Ofwat has instructed companies to report using a proxy measure using a different methodology than in previous years. |
Water supply interruptions |
12 minutes |
Red 18 minutes, |
This measures time lost due to water supply interruptions. Having beaten our target for each of the first four years of the AMP, this year’s performance has been severely impacted by the incident at Leighton Linslade in December 2019. |
Leakage — three-year average |
192Ml/d |
Green 185Ml/d |
The volume of water escaping from our pipes each day. We have cut leakage by a third since privatisation to industry-leading levels — around half the national average based on the amount of water lost per kilometre of main. |
Pollution incidents |
298 |
Green 254 |
The number of pollution incidents classed as Category 3 by the Environment Agency that are due to escapes from our water recycling network. Performance is ahead of our target, which was to have no more than 298 Category 3 incidents. |
Percentage of bathing waters |
67% by |
Red 61% |
The Environment Agency classifies bathing waters as Excellent (required for Blue Flag awards), Good, Sufficient or Poor. This measures the percentage of bathing waters in our region that attain Excellent status. In the majority of cases, declining results have been impacted by factors outside our control, including extreme weather, and we work with others to tackle third-party pollution. |
Properties at risk of |
257 by |
Green 148 |
The number of properties where customers may be affected by persistently low-pressure water supplies. We supply 2.2 million properties. |
Properties flooded |
448 by |
Green 296 |
The number of properties flooded internally by water from our sewers, with our |
Properties flooded |
6,159 by |
Green 3,631 |
The number of properties flooded externally by water from our sewers, with our performance given as a three-year average. This has been our best year to date. |
Water quality contacts |
1.23 |
Green 1.15 |
The number of contacts we receive from customers about the appearance, taste and odour of their water. This is at a record low for the fourth year running, with this year’s total a significant improvement on previous years. |
Percentage of sewerage |
25% by |
Green 39% |
We have set ourselves a target to deliver 25 per cent of the sewerage capacity |
Customer Satisfaction Index |
Upper |
Red 74.6% |
This measures our performance on the annual Customer Satisfaction Index. We are ranked against the other utility companies that take part in the survey. |
Value for money perception — |
0% |
Red -1% |
Each year the Consumer Council for Water asks if customers think our water services are value for money. This shows how our score for the year has changed against our baseline performance. We are committed to at least maintaining levels of satisfaction. |
Value for money perception — |
0% |
Red -1% |
Each year the Consumer Council for Water asks if customers think our water |
Fairness of bills perception — |
0% |
Green 2% |
Each year the Consumer Council for Water asks if customers think our bills are fair. This shows how our score for the year has changed against our baseline performance. We are committed to at least maintaining levels of satisfaction. |
Affordability perception — |
0% |
Green 1% |
Each year the Consumer Council for Water asks if customers think our bills are affordable. This shows how our score for the year has changed against our baseline performance. We are committed to at least maintaining levels of satisfaction. |
Mean Zonal Compliance |
100% |
Amber 99.96% |
The key measure used by the Drinking Water Inspectorate to determine compliance with the stringent regulatory drinking water standards for England and Wales. |
Percentage of population |
24.7% by |
Green 24.1% |
We continue to improve the resilience of supplies to ensure the majority of people can be supplied from more than one source. Through implementing a programme of schemes, we have met our target for 2020. |
Frequency of service-level |
Once |
Green Once in |
We have committed to limit hosepipe bans and other service restrictions to no more than once every 10 years. The last hosepipe ban was in 2012. |
Security of Supply Index (SoSI) |
100 |
Amber 99** |
Measures the balance of supply and demand, incorporating risk factors. Used to identify any risk of a water shortage within our supply area and expressed as a score out of 100. |
Security of Supply Index (SoSI) |
100 |
Green 100 |
Measures the balance of supply and demand, incorporating risk factors. Used to identify any risk of a water shortage within our supply area and expressed as a score out of 100. |
Per property consumption |
305 by |
Red 316 |
The average water consumption of the households in our region in litres per household per day. Demand has reduced by eight litres per day versus 2018/19, when we had an exceptionally hot, dry summer. |
Percentage of SSSIs (by area) |
>50% by |
Green 99% |
We own and manage a lot of land, including 49 Sites of Special Scientific Interest (SSSIs) covering nearly 3,000 hectares. This is the percentage of that area judged to be in favourable condition by Natural England. |
Environmental compliance |
16 |
Green 16 |
We have completed our full planned programme of schemes between 2015 and 2020 to comply with environmental obligations, including the Water Framework Directive, the Eels Regulations and the Restoring Sustainable Abstraction programme. |
Environmental compliance |
81 |
Green 81 |
We have completed our full planned programme of schemes between 2015 and |
Gross operational carbon |
7% by |
Green 34% |
The carbon emitted as a result of our operational activities — including the effect of decarbonisation of grid electricity. Capital carbon (percentage |
Capital carbon (percentage |
60% by |
Green 61% |
The carbon emitted as a result of construction projects we undertake. |
Survey of community |
60% by |
Red 56% |
Our survey asks whether people agree that Anglian Water cares about the communities it serves. |
Serviceability:
Water infrastructure
Green
Amber
The key measure of how we invest in our below-ground water supply assets to keep their service at an acceptable level. It is split across four measures, each assessed as green, amber or red. Although three measures are at green, because the measure for supply interruptions is at amber for the second year in a row this year, the ODI itself is assessed as amber.
Serviceability: Water non-infrastructure
Green
Green
The key measure of how we invest in our above-ground water supply assets to keep their service at an acceptable level. It is split across three measures, each assesse as green, amber or red. With all three measures at green this year, the ODI itself is assessed as green.
Serviceability:
Sewerage infrastructure
Green
Green
The key measure of how we invest in our below-ground water recycling infrastructure assets to keep their service at an acceptable level. It is split across four measures, with each one assessed as green, amber or red. With all four measures at green this year, the ODI itself is also assessed as green.
Serviceability:
Sewerage non-infrastructure
Green
Green
The key measure of how we invest in our above-ground water recycling infrastructure assets to keep their service at an acceptable level. It is split between two measures, both assessed as green, amber or red. With both measures assessed as green this year, the ODI itself is also assessed as green.
Service Incentive Mechanism
(SIM) score
N/A
Green
81.98
This measures the level of customer satisfaction with our service out of 100. While the financial incentives did not apply in 2019/20, Ofwat has instructed companies to report using a proxy measure using a different methodology than in previous years. This measure is replaced by C-MeX from April 2020. In 2018/19, the final year of full SIM reporting, we finished top of the league table for all water companies.
Qualitative SIM score — water
and sewerage companies
(WaSCs) rank
Top three
Amber
4/10
The qualitative element of SIM is based on ratings from customers who have contacted us throughout the year. For 2019/20 Ofwat has instructed companies to report using a proxy measure using a different methodology than in previous years.
Water supply interruptions
12 minutes
Red
18 minutes,
39 seconds
This measures time lost due to water supply interruptions. Having beaten our target for each of the first four years of the AMP, this year’s performance has been severely impacted by the incident at Leighton Linslade in December 2019.
Leakage — three-year average
192Ml/d
Green
185Ml/d
The volume of water escaping from our pipes each day. We have cut leakage by a third since privatisation to industry-leading levels — around half the national average based on the amount of water lost per kilometre of main.
Pollution incidents
(Category 3)
298
Green
254
The number of pollution incidents classed as Category 3 by the Environment Agency that are due to escapes from our water recycling network. Performance is ahead of our target, which was to have no more than 298 Category 3 incidents.
Percentage of bathing waters
attaining excellent status
67% by
2019/20
Red
61%
The Environment Agency classifies bathing waters as Excellent (required for Blue Flag awards), Good, Sufficient or Poor. This measures the percentage of bathing waters in our region that attain Excellent status. In the majority of cases, declining results have been impacted by factors outside our control, including extreme weather, and we work with others to tackle third-party pollution.
Properties at risk of
persistent low pressure
257 by
2019/20
Green
148
The number of properties where customers may be affected by persistently low-pressure water supplies. We supply 2.2 million properties.
Properties flooded
internally from sewers —
three‑year average
448 by
2019/20
Green
296
The number of properties flooded internally by water from our sewers, with our
performance given as a three-year average. This has been our best year to date.
Properties flooded
externally from sewers —
three‑year average
6,159 by
2019/20
Green
3,631
The number of properties flooded externally by water from our sewers, with our performance given as a three-year average. This has been our best year to date.
Water quality contacts
1.23
Green
1.15
The number of contacts we receive from customers about the appearance, taste and odour of their water. This is at a record low for the fourth year running, with this year’s total a significant improvement on previous years.
Percentage of sewerage
capacity schemes
incorporating
sustainable solutions
25% by
2019/20
Green
39%
We have set ourselves a target to deliver 25 per cent of the sewerage capacity
schemes completed in the five years to 2020 using sustainable solutions. We delivered 33 schemes with sustainable solutions; some solely by Anglian Water and some in partnership with others.
Customer Satisfaction Index
prepared by UK Institute of
Customer Service
Upper
quartile by
2019/20
Red
74.6%
This measures our performance on the annual Customer Satisfaction Index. We are ranked against the other utility companies that take part in the survey.
Value for money perception —
variation from baseline
against WaSCs (water)
0%
Red
-1%
Each year the Consumer Council for Water asks if customers think our water services are value for money. This shows how our score for the year has changed against our baseline performance. We are committed to at least maintaining levels of satisfaction.
Value for money perception —
variation from baseline
against WaSCs (sewerage)
0%
Red
-1%
Each year the Consumer Council for Water asks if customers think our water
recycling services are value for money. This shows how our score for the year has changed against our baseline performance. We are committed to at least maintaining levels of satisfaction.
Fairness of bills perception —
variation from baseline
against WaSCs
0%
Green
2%
Each year the Consumer Council for Water asks if customers think our bills are fair. This shows how our score for the year has changed against our baseline performance. We are committed to at least maintaining levels of satisfaction.
Affordability perception —
variation from baseline
against WaSCs
0%
Green
1%
Each year the Consumer Council for Water asks if customers think our bills are affordable. This shows how our score for the year has changed against our baseline performance. We are committed to at least maintaining levels of satisfaction.
Mean Zonal Compliance
100%
Amber
99.96%
The key measure used by the Drinking Water Inspectorate to determine compliance with the stringent regulatory drinking water standards for England and Wales.
Percentage of population
supplied by single supply
system
24.7% by
2019/20
Green
24.1%
We continue to improve the resilience of supplies to ensure the majority of people can be supplied from more than one source. Through implementing a programme of schemes, we have met our target for 2020.
Frequency of service-level
restrictions (hosepipe bans)
Once
every 10
years
Green
Once in
the last
10 years
We have committed to limit hosepipe bans and other service restrictions to no more than once every 10 years. The last hosepipe ban was in 2012.
Security of Supply Index (SoSI)
— dry year annual average
100
Amber
99**
Measures the balance of supply and demand, incorporating risk factors. Used to identify any risk of a water shortage within our supply area and expressed as a score out of 100.
Security of Supply Index (SoSI)
— critical period (peak) demand
100
Green
100
Measures the balance of supply and demand, incorporating risk factors. Used to identify any risk of a water shortage within our supply area and expressed as a score out of 100.
Per property consumption
(PPC)
305 by
2019/20
Red
316
The average water consumption of the households in our region in litres per household per day. Demand has reduced by eight litres per day versus 2018/19, when we had an exceptionally hot, dry summer.
Percentage of SSSIs (by area)
with favourable status
>50% by
2019/20
Green
99%
We own and manage a lot of land, including 49 Sites of Special Scientific Interest (SSSIs) covering nearly 3,000 hectares. This is the percentage of that area judged to be in favourable condition by Natural England.
Environmental compliance
(water)
16
schemes
by 2020
Green
16
We have completed our full planned programme of schemes between 2015 and 2020 to comply with environmental obligations, including the Water Framework Directive, the Eels Regulations and the Restoring Sustainable Abstraction programme.
Environmental compliance
(sewerage)
81
schemes
by 2020
Green
81
We have completed our full planned programme of schemes between 2015 and
2020 to comply with environmental obligations, including the Urban Wastewater Treatment Directive.
Gross operational carbon
(percentage reduction from
2015 baseline)
7% by
2020
Green
34%
The carbon emitted as a result of our operational activities — including the effect of decarbonisation of grid electricity. Capital carbon (percentage
reduction from 2010 baseline) 60% by
Capital carbon (percentage
reduction from 2010 baseline)
60% by
2020
Green
61%
The carbon emitted as a result of construction projects we undertake.
Survey of community
perception
60% by
2019/20
Red
56%
Our survey asks whether people agree that Anglian Water cares about the communities it serves.