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2019/20 Performance People Planet

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2019/20 Performance People Planet PERFORMANCE PEOPLE PLANET 2019/20 ANNUAL PERFORMANCE SUMMARY AND CORPORATE SOCIAL RESPONSIBILITY REPORT 2 PERFORMANCE, PEOPLE AND PLANET 2019/20 3 GOOD TO KNOW PURE KNOW H2OW HOW WE INVEST IN ABOUT US YOUR WATER SHARED KNOW H2OW 526 MILLION LITRES OF WATER A DAY – that’s We supply top quality drinking water WHERE EACH £1 OF Through “Shared know h2ow” to 2.2 million customers in Kent, Surrey, YOUR BILL IS SPENT we aim to develop a sustainable how much water we Sussex, Hampshire and Berkshire. BY THE APPOINTED legacy by working together with supply to 2.2 million WATER BUSINESS people. Through a network of 14,780 kms of all those who are impacted pipe, we deliver 526 million litres of by our service. water every day. The skill and expertise GETTING THE WATER TO YOU 45% of our employees ensures our customers’ water meets the highest of standards. 83 WATER TREATMENT Everything we do is underpinned by WORKS – that’s how we technical excellence. ensure our water is of the highest quality. OUR VISION WATER Our vision is to be the water company TREATMENT 22% people want to be supplied by and want to work for. 500,000 WATER QUALITY TESTS EACH YEAR – that’s how we ensure your water meets the highest OUR REGIONS INTEREST standards. & TAX 15% WATER WESTERN 14,780 KMS OF WATER EXTRACTION 9% REGION MAINS – that’s how we bring fresh drinking water direct to your tap. EASTERN REGION CUSTOMER SERVICE 8% DIVIDENDS* 1% 959 EMPLOYEES – that’s how we make sure your water supply runs 24 hours a day, 365 days a year. * Dividends allocated to the appointed business less interest received on the parent company loan. For further investment information, please see our Annual Financial Performance Report. SOUTHEASTWATER.CO.UK 4 PERFORMANCE, PEOPLE AND PLANET 2019/20 CONTENTS 5 OUR OUR PEOPLE… OUR PEOPLE… OUR PEOPLE… OUR OUR APPROACH OUR CUSTOMERS OUR COMMUNITY OUR BEHAVIOUR PLANET PERFORMANCE We aspire to be long term Our customers’ priorities lie at Our infrastructure delivers We strive to inspire and We have a strong track record of We take our commitments to stewards of our community, the heart of all we do. Learn a reliable service to our motivate our people and having a positive environmental our customers very seriously the environment and our more about how we are working customers. Find out about how partners. Learn more about impact. See how we are managing and strive to achieve our business. We act in an to improve our customers’ we are investing in our local how we are a good neighbour, the environmental impact of targets. Check how we have environmentally sustainable, satisfaction, how we try to communities. See how we are take account of the views our operational and investment performed and how we assure economically beneficial and ensure our customers receive investing to reduce the risk of those with a stake in our activities. our data. socially responsible manner. the best levels of service and of low pressure, leakage and business and foster good the ways that we are improving how we are working within our working relationships with OUR APPROACH 67 Performance summary 85 INTRODUCTION 6 our communication. communities to improve our them. OUTCOMES Performance tables 86 How we do business 15 overall service. OUR APPROACH 19 OUR APPROACH 49 Leakage level 69 Assurance summary 96 OUR APPROACH 33 OUTCOMES OUTCOMES Meeting the water deficit 70 Our future 97 Customer satisfaction 20 OUTCOMES We are compliant Number of breaches Outcome definitions 101 Interruptions to with health and of abstraction licences, Customers consider customers’ water supply 35 safety regulations 56 discharge consents and bills to be value for environmental permits 71 money and affordable 28 Low pressure 35 We are compliant with national Number of pollution Service incentive Mean zonal compliance 42 security obligations 56 incidents (category 1-2) 80 mechanism 28 Water main bursts 42 We are compliant with Carbon emissions 80 Customer Challenge Discolouration contacts 43 other statutory obligations Group 30 We will monitor our and licence conditions 57 Number of sites abstraction at low flows at risk of flooding 43 at environmentally sensitive sites 81 Above ground asset performance 44 INNOVATING TO WORK SMARTER One of our new electric hybrid vehicles SOUTHEASTWATER.CO.UK 6 PERFORMANCE, PEOPLE AND PLANET 2019/20 7 OUR APPROACH INTRODUCTION I am delighted that David Hinton will succeed me PERFORMANCE SUMMARY 2019 TO 2020 in the role of CEO. He has many years experience During the final year of our 2015 to 2020 business within the organisation and was instrumental plan, the whole company has worked hard to in developing the 2020 to 2025 five year plan as deliver the ambitious objectives set in 2014. South East Water is a business dedicated to well as our responsible business strategy. supplying top quality drinking water to our Alongside reporting on our outcomes, we hope 2.2 million customers across the south east. this document gives you a sense of what it’s Those customers not only entrust us with THIS REPORT INTO OUR BUSINESS like behind-the-scenes of the business and the keeping their taps flowing but ensuring their hard work staff put in to build and develop the FOCUSES ON family and friends stay healthy too. company to make it the best it can be. Everything we do is inspired by our vision “to be the water company people want to be supplied by and want to work for.” A theme which runs through this entire document. Governed by the 25 performance commitments set in 2014/15, this report lays out our performance PERFORMANCE during the final year of the regulatory period, Throughout the report we have 2019/2020, while also presenting our stretching highlighted our performance targets outcomes over the full five years. against the outcomes we have Each commitment and value helps us focus promised to deliver. The final section summarises on how we run our business today while also PAUL BUTLER PAGE planning for the long term. Within this document MANAGING DIRECTOR PEOPLE OUR PERFORMANCE 85 you will see how these commitments and values Whether it’s our and we also look to influence our approach. As one regulatory period ends, another CUSTOMERS PAGE 19 THE FUTURE PAGE 97 at how we plan to continue While we are passionate about delivering a begins and with it a set of 38 new challenging COMMUNITY PAGE 33 to improve. five-out-of-five service for our customers we are performance commitments and 10 responsible or our own business measures which will drive us forward equally dedicated to supporting and developing BEHAVIOUR PAGE 49 during the next five years. The latter pages of our staff as well as preserving and enhancing our interactions with the the environment. this document provide a brief overview of how we plan to deliver more as a business while people who matter to our A fundamental part of our company DNA is how reducing the average bill. business is vital to our we, as a business interact with the world around success. us. We aim for all our business processes to be We have developed a clear purpose statement PLANET united in ensuring we act in an environmentally which we are in the process of embedding and is sustainable, economically beneficial and socially a key step in our move to focus the business on Clearly the supply and quality of the responsible manner. what matters to customers, the community and water resources we have available society. You can read more on page 19. to us is greatly influenced by the We continue to work with schools to inspire environment from which we source I retire in July 2020, having served as Managing pupils in the areas of science, technology, our water. engineering and maths through the STEM Director at South East Water and previously Mid OUR PLANET PAGE 67 programme as well as utilising the expertise of Kent Water for 18 years. It has been a privilege PhD students to assist on a range of projects. to oversee three price reviews since the merger details how we work to improve the of South East Water and Mid Kent Water in 2007 environmental impact and work with We are expanding our partnerships with charities and see the company develop into one which others to ensure we are guardians and organisations such as Refill while ensuring puts customer satisfaction at its heart and has a of the environment. our staff have the support they need as well as strong future. being fairly rewarded and recognised for the work they do. SOUTHEASTWATER.CO.UK 8 PERFORMANCE, PEOPLE AND PLANET 2019/20 9 OUR APPROACH INTRODUCTION continued We are committed to providing the best service WE ARE DELIGHTED TO HAVE As well as presenting this report, our to all our customers and retailers who rely on the performance can be compared with wholesale water service we provide. BEATEN OUR LEAKAGE TARGET other water companies by visiting FOR THE 18TH YEAR IN A ROW. www.discoverwater.co.uk which has been AS A MAJOR LANDOWNER, For some of our outcomes we are able to OUR TARGET WAS 88.1 MILLION developed to provide more transparency to AND GUARDIAN OF SOME earn financial rewards, or incur penalties for LITRES A DAY the performance in the industry. OF THE REGION’S MOST performance that do not achieve our targets. PRECIOUS ENVIRONMENTAL These rewards and penalties were set following This is an important tool to enable RESOURCES, OUR TEAMS engagement with our customers during our The project was the first time, in the water stakeholders to compare our performance business plan process in 2014 (the performance industry, digital water meters, sensors and to ensure we are striving for continuous WORK HARD TO MAINTAIN table can be found on page 86).
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