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Performance, People and Planet 2015 Performance, People and Planet 2015 - 2016 South East Water annual performance summary and corporate social responsibility report Our business Good to know South East Water, supplies top quality drinking water 540 million litres of water a day – that’s how to 2.1 million customers in the south east of England. much water we supply to around 2.1 million Through a network of 9,000 miles of pipe, we deliver people 540 million litres of water every day. The skill and expertise of our employees ensures our customers’ 83 water treatment works – that’s how we water meets the highest of standards. ensure our water is of the highest quality Our vision is to be the water company people want to – that’s be supplied by and want to work for. Everything we do 500,000 water quality tests each year how we ensure your water meets the highest is underpinned by technical excellence. standards 9,000 miles of water mains – that’s how we Our supply area transfer fresh drinking water direct to your tap 849 employees – that’s how we make sure your water supply runs 24 hours a day, 365 days a year How we invest in your water Where each £1 of your bill is spent Water extraction 8% Water treatment 20% Western region Eastern region Getting the water to you 31% Cost of capital investment and maintenance 31% Customer 10% service Our people... Our people... Our people... South East Water Our approach Our customers Our community Our behaviour Our planet Our performance Performance, People and Planet Report 2015-2016 We aim to have unified business processes Our customers’ priorities lie at the heart Our infrastructure delivers a reliable We strive to inspire and motivate our We aim to minimise our overall We take our commitments to our which ensure we act in an environmentally of all we do. Learn more about how we service to our customers. Learn more people and partners. Learn more about environmental impact. See how we are customers very seriously and strive to sustainable, economically beneficial and are working to improve our customer about how we are investing in our local how we aim to be a better neighbour, take managing the environmental impact achieve our targets. See how we have socially responsible manner. satisfaction performance, how we ensure communities. See how we are investing to account of the views of those with a stake of our operational and investment performed and how we assure our data. our customers receive the best levels reduce the risk of low pressure, leakage in our business and foster good working activities. of service and the ways that we are and how we are working within our relationships with them. improving our communication. communities to improve our levels of service. Contents Contents Contents Contents Contents Contents Introduction 4 Our approach: 13 Our approach: 23 Our approach: 31 Our approach: 37 Our approach: 47 How we do business 8 Outcomes: Outcomes: Outcomes: Outcomes: Outcome performance summary 48 Customer satisfaction 14 Low pressure 24 We are compliant with health Leakage level 38 Outcome definitions 50 Customers consider bills to be value Interruptions to customers’ and safety regulations 32 Meeting the water deficit 38 Assurance summary 54 for money and affordable 16 water supply 24 We are compliant with national Number of breaches of abstraction Service incentive mechanism 19 Water main bursts 27 security obligations 32 licences, discharge consents and Customer panel 20 Mean zonal compliance 27 We are compliant with other statutory environmental permits 40 obligations and licence conditions 32 Discolouration contacts 28 Number of pollution incidents (category 1-2) 45 Above ground asset performance 28 Kg of carbon emissions Number of sites at risk of flooding 28 per customer per year 45 We will monitor our abstraction at low flows at environmentally 45 South East Water Performance, People and Planet 2015 - 2016 Our approach Performance, People and Planet Managing Director’s introduction Welcome Welcome to our first performance, Each commitment and value helps People – Whether it’s our customers people and planet report. us focus on how we run our business (page 12), community (page 22) or today and how we plan for the long our own behaviour (page 30) our We are pleased to present our term. Within this report you will see interactions with the people who performance for the year 1 April 2015 how these commitments and values matter to our business is vital to our to 31 March 2016. influence our approach. success. Our performance is measured against This report presents our performance Planet – Clearly the supply and quality the commitments we made to our across the delivery of service of the water resources we have customers as part of our five year priorities for our customers but also available to us is greatly influenced business plan, we call these outcomes. in areas of environmental and social by the environment from which we This year has been the first reporting performance previously reported in our source our water. Our planet (page year of the five year regulatory period environmental and social achievements 36) details how we work to reduce our 2015 to 2020. report. own environmental impact and work with others to ensure we are guardians The aim of this report is to clearly Corporate social responsibility is at the of the environment. and openly explain how we have core of everything we do, as a water performed in delivering the services company constantly interacting with Performance summary we promised our customers. our environment it is intrinsically part of the DNA of how we work. We aim to For some of our outcomes we are We would like to go beyond our have unified business processes which able to earn financial rewards or incur usual level of reporting by giving ensure we act in an environmentally penalties for performance that does you an insight into what we do, what sustainable, economically beneficial and not achieve our targets. These rewards it means to work with us and the socially responsible manner. All parts of and penalties were consulted on during positive impact we have on our local our business are involved in the delivery our business plan process in 2014. communities and environment. of our environmental management Overall, this has been a good start Everything we do is inspired by our objectives and these are integral to the to our five year investment period. vision “to be the water company outcomes we are delivering. We met our outcome targets in people want to be supplied by and This report into our business focuses on: water quality, leakage and want to work for.” We have five pressure. We had no serious business commitments and core Performance – Throughout the report pollution incidents in the year, values which were developed as we have highlighted our performance although we did have a number part of our strategy and support the against the outcomes we have of breaches of our abstraction delivery of our vision (see page 8 for promised to deliver. The final sections licence and discharge consents further details). summarise our performance (page 46) – we are working to ensure and we also look to the future (page Kevin – Regional Production Manager more robust processes are 56) at how we plan to continue to Our popular open days at Arlington Reservoir in place. and water treatment works, led by Kevin, are improve. part of our continuous customer engagement and education 4 5 South East Water Performance, People and Planet 2015 - 2016 Our approach Our vision is to be the water company people want to be supplied by and want to work for We have put satisfaction at the heart of our promise to customers At the start of the year a burst I hope this report gives you a greater on an 18 inch diameter main in insight into South East Water and Hailsham unfortunately led to a 45 how we are working to achieve our hour interruption, which meant our vision to be the water company average time was 32.1 minutes per people want to be supplied by property. However, after excluding and want to work for. this exceptional incident, which was probably the biggest incident the Paul Butler company has ever had, our average Managing Director time after adjustment would have 15 July 2016 been an average of 9.1 minutes per property. We have made significant progress in customer service which is reflected in a 38 per cent reduction in the number of complaints we received during the year but we know that we have further work to do on our vision to improve How we customer satisfaction. Thank you performed I would like to thank all South East Performance met – Target of Water employees, suppliers and our committed performance level board, for their ongoing commitment achieved and support. As we head into the second year of our investment Performance not met but – period, I am pleased to see customer Target of committed performance level not met but satisfaction is at the heart of our within allowed range and where business promise and that we have no penalty is incurred a team at South East Water that is passionate about ensuring we deliver Performance not met and – on the commitments we made to all Target of committed our customers in our five year plan. performance level not achieved In the case of outcomes with a Kevin – Regional Production Manager five year target, the assessment In Eastbourne we’ve installed a new is based on whether our microfiltration system to improve water performance is consistent with quality and secure supplies into the future achieving the target.
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