Our performance

We put our customers at the heart of everything we do. Here you can see how we're performing against the performance commitments that matter to you.

Cycling Uphill

Our performance

Our business plan for the 2020-2025 period (known as AMP7) puts our customers at the heart of everything we do. We’ve engaged with 30,000 customers, along with the Yorkshire Forum for Water Customers, to understand individual lifestyles and how they shape what customers want, need and expect from us. In response to customer feedback, we’ve developed a package of 44 performance commitments for AMP7 that cover every aspect of what we do, from water source to sea.

We want our customers to know how well we’re doing, so we report our performance every 3 months and publish the results a few months afterwards. For example, our performance in April-June will be published in September.

Check back again at the end of September for the next update.

We publish our full annual reports in July.

Read our annual report

This graph shows our 2021/22 performance for our 44 commitments. 

Graph showing 25 performance commitments passed their year end target and 19 failed

25 passed  19 failed

 

See how we're doing

Per capita consumption (PCC)

What is it and why do we measure it?

This is how much water the average person uses each day. It’s important we use water carefully to make sure there’s enough for everyone. PCC only covers household use and is measured in litres per person per day.

How are we doing?

We haven't achieved our year-end target.

We're still feeling the impact COVID-19. The pandemic has changed the way we use water.

Read more in our annual performance report

 

Target Result Performance
≤121.9 131.5 Fail
Working with others

What is it and why do we measure it?

Working in partnership with others means that we can deliver more for our customers and the environment. This performance commitment measures the number of projects we deliver in partnership with other people, organisations or independent agencies.

How are we doing?

We've achieved our year-end target.

This year we've delivered nine projects, contributing a total of £263,713 of both financial and in-kind support to a range of projects, from improving habitats to reducing flood risk.

Read more in our annual performance report

 

Target Result Performance
≥9 16 Pass
Education

What is it and why do we measure it?

Our Education Team work hard to teach our community the value of water. This performance commitment measures the number of learning hours that we provide through lessons, workshops, talks, school assemblies and much more.

How are we doing?

We've achieved our year-end target.

Since education centres reopened in January, schools were eager to return to school trips. Our wide range of programmes should keep our education performance strong.

Read more in our annual performance report

 

Target Result Performance
≥20,000 22,576 Pass
Living with Water

What is it and why do we measure it?

This measures how much money we’ve invested in our Living with Water partnership scheme. We’re working with the Environment Agency, Hull City Council and the East Riding of Yorkshire Council to lower the number of homes at risk of flooding in Hull and Haltemprice.

How are we doing?

We've achieved our year-end target.

In the first two years, we've focused our investment on the prioritisation and development of our partnership schemes.

Read more in our annual performance report

 

Target Result Performance
N/A £1.612m Pass
Drinking water contacts

What is it and why do we measure it?

It’s important that everyone trusts the quality of the water we supply. This performance commitment measures the number of times our customers contact us each year because of issues with the look, taste, or smell of their water. This measure is the number of contacts per 10,000 people over a calendar year.

How are we doing?

We haven't achieved our year-end target.

We've been reducing the number of water quality contacts from customers since 2015, but unfortunately, there was an increase during 2021. 

Read more in our annual performance report

 

Target Result Performance
≤10.6 10.9 Fail
Water quality compliance (CRI)

What is it and why do we measure it?

This measures the quality of our water. We test water samples and the results give us a Compliance Risk Index (CRI) score. A lower score is better, and our score increases with each quality failure at all points in our water supply system. Water quality compliance is measured and reported on a calendar year basis. 

How are we doing?

We haven't achieved our year-end target.

Our regulators have set us an aspirational target of no failures and a score of zero for this performance commitment. Our performance has dropped slightly since 2020, but we are now in-line with pre-pandemic levels.

Read more in our annual performance report

 

Target Result Performance
0 4.83 Fail
Leakage

What is it and why do we measure it?

This measures the amount of water lost between our treatment works and our customers’ taps. Water is precious and it’s important we lose as little as possible, so we work hard to keep this number as low as possible. We measure water lost through leaks in megalitres per day (Ml/day) and the number doesn’t include water lost inside buildings and homes.

How are we doing?

We've achieved our year-end target.

Not only that, our year-on-year performance has also improved and we've beaten our 2020/21 performance by 6.7Ml/d.

Read more in our annual performance report

 

Target Result Performance
≤287.5Ml/d 283.1Ml/d Pass
Repairing or replacing customer owned pipes

What is it and why do we measure it?

Reducing water loss from leaks is a key aim for us, and some of those leaks happen in pipes owned by our customers. We can help repair these pipes, so this performance commitment measures the number of household supply pipe repairs and renewals we carry out each year for no charge.

How are we doing?

We've achieved our year-end target.

This year, our performance improved greatly. Last year, COVID-19 impacted this performance commitment because the national lockdown led to non-essential customer work being paused. Once legal restrictions were removed, we carried out our recovery plan and identified areas with high leakage and focussed on streets where we could make big improvements to poor supply pipes. 

Read more in our annual performance report

 

Target Result Performance
≥7,109 7,335 Pass
Water supply interruptions

What is it and why do we measure it?

We know that having to cut off the water supply, for any amount of time, impacts on our customers and we want to keep interruptions to supply as low as possible. This performance commitment measures the average supply time lost per customer, across all of our customers, for interruptions that lasted three hours or more.

How are we doing?

We haven't achieved our year-end target.

This performance commitment was affected by Storm Arwen. The storm had a big impact of 52 seconds!

Read more in our annual performance report

 

Target Result Performance
≤00:06:08 00:10:38 Fail

 

Unplanned outage

What is it and why do we measure it?

It’s important that our water treatment works operate reliably. Sometimes our water treatment works shut down because of equipment failures, we call this an 'unplanned outage'. This performance commitment measures the percentage of time are treatment works are down. We want this number to be as low as possible.

How are we doing?

We’ve achieved our year-end target.

Our performance has been very similar to last year. We still achieved the our despite some key outages during 2021/2022.

Read more in our annual performance report

 

Target Result Performance
≤4.42% 3.82% Pass
Mains repairs

What is it and why do we measure it?

We need to look after our water pipes. This performance commitment measures the number of mains repairs we carry out on our clean water mains network per 1,000 km. This number doesn’t include repairs to communication and supply pipes.

How are we doing?

We've achieved our year-end target.

Not only that, our year-on-year performance has also greatly improved and we plan to keep up the great work.

Read more in our annual performance report

 

Target Result Performance
≤183.6 169.8 Pass
Significant water supply events

What is it and why do we measure it?

We know having to cut off the water supply, for any amount of time, impacts our customers. So, we want to keep interruptions to water supply as low as possible. This performance commitment measures the number of water supply interruptions that last 12 hours or longer. This number includes supply interruptions that are planned, unplanned or caused by a third party.

How are we doing?

We haven't achieved our year-end target.

Our performance is weaker than last year, when we had a result of 19. The increase in events is mainly due to the impact of Storm Arwen, where a lot of interruptions were caused by loss of power to hundreds of our distribution water pumping stations.

Read more in our annual performance report

 

Target Result Performance
≤13 41 Fail
Low pressure

What is it and why do we measure it?

We all want acceptable water pressure when we turn on the taps. This performance commitment measures the number of properties getting, or at risk of getting, water pressure below the low-pressure reference level. The low-pressure reference level is a minimum standard set by our regulator, Ofwat.

How are we doing?

We've achieved our year-end target.

We've greatly improved against our 2020/21 performance of 12 properties. We've expanded our analysis of low-pressure violations and focussed on providing acceptable levels of pressure to our customers.

Read more in our annual performance report

 

Target Result Performance
≤13 4 Pass
Risk of severe restrictions in a drought

What is it and why do we measure it?

As part of a national drive to improve the country's resilience to extreme weather event, this performance commitment measures how many of our customers would be at risk of experiencing harsh water restrictions in a 1-in-200 year drought, on average, over next 25 years.

How are we doing?

We haven't achieved our year-end target.

But, we have plans in place to greatly reduce leakage and look at the supply demand shortfall to make sure this measure is reduced to 0% in future years.

Read more in our annual performance report

 

Target Result Performance
0% 4% Fail
Water recycling

What is it and why do we measure it?

Our high-quality drinking water is precious, so we try not to waste it. Sometimes, we can recycling water at our clean and wastewater treatment sites and use it for activities like cleaning. This performance commitment measures the volume of water we recycle in megalitres per day (Ml/d).

How are we doing?

We haven't achieved our year-end target.

Following Ofwat’s Final Determination, we reviewed our delivery plan in-line with our service commitments and allowed costs. As a result of this, and the priorities of our customers, we made the difficult decision to put our three water recycling schemes on hold. 

Read more in our annual performance report

 

Target Result Performance
≥2.77 0 Fail
Internal sewer flooding

What is it and why do we measure it?

Sometimes sewage can flood homes or business. We call this internal sewer flooding and we’re always working hard to lower the number of times this happens. This performance commitment measures the total number of internal sewer flooding incidents through the year per 10,000 sewer connections.

How are we doing?

We haven't achieved our year-end target.

We know internal sewer flooding is a key priority for our customers, so we’re working hard to improve our performance by:

  • flushing sewers in areas likely to flood
  • looking for blockages and clearing them before they cause flooding
  • checking for defects in our pipes and fixing them before they become a problem
  • working on innovative technology to find blockages faster
  • recruiting more network protection colleagues to support our customers.

Read more in our annual performance report

 

Target Result Performance
≤1.63 2.83 Fail
Sewer collapses

What is it and why do we measure it?

If a part of a sewer collapses, it can block the sewer and lead to sewer flooding or pollution. This performance commitment measures the number of sewer collapses that affect our customers’ supply or the environment, per 1,000 km of our sewer network.

How are we doing?

We've achieved our year-end target.

Not only that, our year-on-year performance has also improved and we've beaten our 2020/21 performance by 3.39! We've achieved this by investing in our wastewater network.

Read more in our annual performance report

 

Target Result Performance
≤17.55 11.71 Pass
Risk of sewer flooding in a storm

What is it and why do we measure it?

As part of a national drive to improve the country's resilience to extreme weather event, this performance commitment measures how many of our customers would be at risk of internal sewer flooding from a 1 in 50-year storm, based on modelled predictions.

How are we doing?

We've achieved our year-end target. 

We've improved the way we report on this commitment. Because of this, our result is slightly higher this year, but we've still met our target.

Read more in our annual performance report

 

Target Result Performance
≤22.2% 5.65% Pass
External sewer flooding

What is it and why do we measure it?

External sewer flooding affects outdoor areas like parks and gardens. We’re always working hard to lower the number of this happens. This performance commitment measures the total number of external sewer flooding events through the year.

How are we doing?

We’ve achieved our year-end target.

We've again surpassed the target for this measure and improved on last years performance by reducing our external sewer flooding events by 460.

Read more in our annual performance report

 

Target Result Performance
≤6,809 4,578 Pass
Pollution incidents

What is it and why do we measure it?

We want to make sure our operations don’t harm the environment. This performance commitment measures the number of pollution incidents caused by our wastewater assets, for every 10,000km of our wastewater network. This is a calendar year measure from January to December.

How are we doing?

We haven't achieved our year-end target.

There were some significant regulatory changes this year which impacted our reported performance.

Read more in our annual performance report

 

Target Result Performance
≤125 143 Fail
Treatment works compliance

What is it and why do we measure it?

We want to make sure we don’t harm our environment. We have permits that control our discharges into watercourses. This performance commitment measures the percentage of our treatment works that comply with their discharge permits. This is a calendar year measure from January to December.

How are we doing?

We haven't achieved our year-end target.

But, we've maintained our performance with three failing works which keeps us within the threshold for this commitment.

Read more in our annual performance report

 

Target Result Performance
100% 99.03% Fail
Renewable energy generation

What is it and why do we measure it?

To become more sustainable, we’ve been using the biogas that’s created through our sewage treatment processes to make our own electricity. This performance commitment measures the amount of energy we’ve created from our biogas, in gigawatt-hours.

How are we doing?

We've achieved our year-end target.

Not only that, we've improved on last years performance of 278GWh by 14%!

Read more in our annual performance report

 

Target Result Performance
≥284GWh 323GWh Pass
Creating value from waste

What is it and why do we measure it?

In our drive to reduce waste and recycle everything we can, this performance commitment measures the extra environmental, social and financial benefit (in £m) we create from our resources that are under-used or classed as waste. Waste resources include grit that builds up in our sewer network, sludge that’s created when we treat our water and wastewater, heat lost to the natural environment and many more.

How are we doing?

We've achieved our year-end target.

Our total value generated has risen to £40m, this includes the £3m from 2020/2021.

Read more in our annual performance report

 

Target Result Performance
£5m £40m Pass
Operational carbon

What is it and why do we measure it?

As part of our drive to reduce carbon emissions in the UK, this performance commitment measures the drop in net operational carbon equivalent emissions compared to our performance in 2019-20. This includes any greenhouse gas emissions created by our day to day operational activities like the electricity we use, fuel we put into our vehicles and emissions created when we treat our water and sewage. We report our progress in tonnes of carbon dioxide equivalent emissions and a lower number is better.

How are we doing?

We’ve achieved our year-end target.

Not only that, we’ve greatly improved on last years performance of 3.6%.

Read more in our annual performance report

 

Target Result Performance
≥4.8 6.8 Pass
Capital carbon and emissions arising from owned land

What is it and why do we measure it?

Water companies invest millions of pounds every year in improving and building new assets, we call this our capital investment programme. This programme makes sure we’ve got enough drinking water and we can take away and treat all the wastewater. We also own a lot of land in Yorkshire.

This performance commitment measures the drop in carbon emissions from the delivery of our capital investment programme and the carbon emissions that come from land we own. It’s a whole-AMP measure which covers the 2020-25 period, and we compare it to our performance in 2020-21.

To give you a measure of our progress, we’ve broken up the whole-AMP target into yearly targets and we report our progress in tonnes of carbon dioxide equivalent emissions.

How are we doing?

We’ve achieved our year-end target.

Our approach is to remove carbon at the source. We're developing low-carbon alternatives in areas that will have the biggest impact.

Read more in our annual performance report

 

Target Result Performance
≤150,999 105,290 Pass
Affordability of bills

What is it and why do we measure it?

We want to make sure our customers get value for their money, so this performance commitment measures the percentage of customers who think their water bill is affordable.

How are we doing?

We haven't achieved our year-end target.

We're involved in an affordability project lead by CCWater. We'll will continue to support the project and focus on affordability for customers where possible. 

Read more in our annual performance report

 

Target Result Performance
≥82% 79% Fail
Cost of bad debt

What is it and why do we measure it?

It’s important we do everything we can to control bad debt. This performance commitment shows how much bad debt costs our bill-paying customers. This cost covers interest on revenue that’s not collected, debt written off and debt management costs. The cost of bad debt is shown as a percentage of the average annual household bill.

How are we doing?

We've achieved our year-end target.

To help minimise this cost for our customers, we have a range of schemes to help those who struggle to pay their bill and strong processes for debt collection.

Read more in our annual performance report

 

Target Result Performance
≤3.37% 3.28% Pass
Managing void properties

What is it and why do we measure it?

We need to make sure we’re billing everyone who uses our water so our charges are fair.

Void properties are buildings that we believe are empty and we don’t bill them, so it’s important our records are up to date. This performance commitment measures the number of void household properties as a percentage of the total number of household properties served.

How are we doing?

We’ve achieved our year-end target.

That's not all, we've improved on our performance from last year and have successfully managed our recovery plan. We're focussing on the validation of void properties and ensuring our billing is accurate.

Read more in our annual performance report

 

Target Result Performance
≤4.33% 3.78% Pass
Gap sites

What is it and why do we measure it?

We need to make sure we’re billing everyone who uses our water so that our charges are fair. A gap site is a property that is not on our billing records and doesn’t receive a water bill at the moment. This performance commitment measures the gap sites identified and billed in the last 12 months as a percentage of the total number of gap sites identified.

How are we doing?

We’ve achieved our year-end target.

We have new processes so gap sites related to the performance commitment are identified and prioritised. We also have a dedicated team focused on identifying potential gap sites and improving billing information.

Read more in our annual performance report

 

Target Result Performance
≥83% 83% Pass
Customer experience (C-MeX)

What is it and why do we measure it?

C-MeX measures how satisfied our household customers are. We’re ranked against the other water companies. 1st is the top spot and 17th is last place.

How are we doing?

We haven't achieved our year-end target.

There isn't a regulatory target for this performance commitment, but our aim is achieve 9th place or higher. This year, we ranked 10th out of 17, which is two places lower than our 2020/21 ranking. This is down to our customer service survey score being 2.6 points lower than last year.

Read more in our annual performance report

 

Target Result Performance
9th 10th Fail
Developer services experience (D-MeX)

What is it and why do we measure it?

D-MeX measures how satisfied our developer services customers are. We’re ranked against the other water companies. 1st is the top spot and 17th is last place. There isn't a regulatory target for this performance commitment. 

How are we doing?

We haven't achieved our year-end target.

This year we focused on stabilising developer services, so we're set up for success in future years. We're now seeing improved performance against this commitment and we hope to see better results in 2022/23.

Read more in our annual performance report

 

Target Result Performance
N/A 17th Fail
Direct support given to customers

What is it and why do we measure it?

We want to make sure we’re finding and supporting the customers who need help paying their bills. This performance commitment measures how many household customers get financial support from one of our schemes each year.

How are we doing?

We’ve achieved our year-end target.

That's not all, we've beat our 2020/21 performance by 30%. That's 19,000 more customers we've helped! 

Read more in our annual performance report

 

Target Result Performance
≥69,000 80,778 Pass
Priority services awareness

What is it and why do we measure it?

Our Priority Services Register offers free extra services for our vulnerable customers who need them. We want to make sure our customers know this extra help is available, so this performance commitment measures the percentage of household customers who are aware of our Priority Services Register.

How are we doing?

We haven't achieved our year-end target.

Despite not reaching our target, our performance has improved this year due to consistent communications about our Priority Services Register. As well as a multi-channel marketing campaign at annual billing time, we’ve created targeted social media adverts throughout the year to raise awareness.

Read more in our annual performance report

 

Target Result Performance
≥54 47% Fail
Priority services for customers in vulnerable circumstances

What is it and why do we measure it?

Our Priority Services Register offers free extra services for our vulnerable customers who need them. We want to make sure our vulnerable customers are using this service, so this performance commitment measures the percentage of household customers who are getting support from through our Priority Services Register.

How are we doing?

We haven't achieved our year-end target.

But, we're now working with a third-party company to make sure we improve data checks during 2022/2023 and meet this performance commitment.

Read more in our annual performance report

 

Target Result Performance
≥5.8 3.9 Fail
Priority services satisfaction

What is it and why do we measure it?

Our Priority Services Register offers free extra services for our vulnerable customers who need them. Once our venerable customers are on our Priority Services Register, we want to make sure they’re happy with the services we offer and they’re getting the help they need. This performance commitment measures the percentage of household customers on the register who are satisfied with our service.

How are we doing?

We haven't achieved our year-end target.

Our performance is down from last year's result of 91%. The lower score is down to a rise in neutral scores (answers of "neither satisfied nor dissatisfied"). 

Read more in our annual performance report

 

Target Result Performance
≥84% 80% Fail
Inclusive customer service

What is it and why do we measure it?

To make sure we keep improving, this performance commitment measures the percentage of improvement in the services we offer to our vulnerable customers.

How are we doing?

We've achieved our year-end target.

But, our overall score has slightly decreased from 3.97 (2020/21) to 3.85.

Read more in our annual performance report

 

Target Result Performance
≥8% 20% Pass
Land conserved and enhanced

What is it and why do we measure it?

This measures the area of land conserved and enhanced in our region. We do this through land management and biodiversity focused projects and investments.

How are we doing?

We've achieved our year-end target.

Our performance for this measure is calculated over the AMP (2020-2025). We're firmly on track to achieve this performance and we're well ahead of our target for this year.

Read more in our annual performance report

 

Target Result Performance
≥9,096ha 6,656ha Pass
Integrated catchment management

What is it and why do we measure it?

We’re working with stakeholders to implement our ‘Natural Capital Operator’ approach. This collaborative approach ensures our natural resources are used wisely and investment and management decisions are managed between stakeholders.

This performance commitment measures the percentage of our catchments where the ‘Natural Capital Operator’ approach has been implemented.

How are we doing?

We’ve achieved our year-end target.

This measure looks at long-term schemes and strategies that will be carried out towards the end of the 2020-2025 period. We're currently reviewing three plans to be developed across the next 3 years.

Read more in our annual performance report

 

Target Result Performance
≥0.00% 0.00% Pass
Length of river improved

What is it and why do we measure it?

Improving our environment benefits everyone in Yorkshire. We’re working hard to improve river water quality and this performance commitment measures the length of river we’ve improved in the 2020-25 period.

How are we doing?

We’ve achieved our year-end target.

We've delivered 45.6km of wastewater projects and 4.5km of clean water projects that contribute to this measure.

Read more in our annual performance report

 

Target Result Performance
≥45.6km 50.08km Pass
Biosecurity implementation

What is it and why do we measure it?

As part of a national drive to reduce the spread of non-native invasive species, this performance commitment looks at our biosecurity interventions that have reduced the risk of that spread.

How are we doing?

We haven't achieved our year-end target.

There are 12 main ways we can accidentally spread invasive species, like Japanese knotweed. For example, moving soil carrying seeds of invasive plants between construction projects or anglers transferring invasive plants in their nets. During the past year, we’ve worked to reduce the spread on three of these pathways: aquatic ecology surveys, terrestrial ecology surveys and movement of biosolids.

Read more in our annual performance report

 

Target Result Performance
≥3 2 Fail
Bathing water quality

What is it and why do we measure it?

This performance commitment measures how many of our bathing waters meet or exceed the European Union Bathing Water Directive water quality requirements.

How are we doing?

We haven't achieved our year-end target.

16/19 of Yorkshire’s coastal bathing waters exceed the minimum standard and achieved ‘good’ or ‘excellent’ ratings. Bridlington South remains ‘sufficient’, while Scarborough South has improved from ‘poor’ to ‘sufficient’. 

Read more in our annual performance report

 

Target Result Performance
≥18 16 Fail
Surface water management

What is it and why do we measure it?

Improving Yorkshire's resilience to flooding is important to us and our customers. This performance commitment measures the total area of surface water run-off that has been removed or reduced using blue-green infrastructure solutions or surface water disconnection.

How are we doing?

We haven't achieved our year-end target.

This year was the second reporting year for this metric. Although we're reporting 2 hectares of land against our performance, we are below the target of 4 for 2021/2022. 

Read more in our annual performance report

 

Target Result Performance
≥4 2 Fail
Quality agricultural products

What is it and why do we measure it?

We need to make sure that all bioproducts (biosolids) from our sewage treatment processes meet the right environmental standards. This performance commitment measures the percentage of overall biosolids sent to land that meet the Biosolids Assurance Scheme (BAS) accreditation.

How are we doing?

We’ve achieved our year-end target.

All the biosolids we recycled to agriculture were compliant with the high standards of the Biosolids Assurance Scheme.

Read more in our annual performance report

 

Target Result Performance
100% 100% Pass
Delivery of WINEP requirements

What is it and why do we measure it?

Part of our investment between 2020 and 2025 will improve our impact on the environment. The Environment Agency tells us what we need to achieve through their Water Industry Environment Programme (WINEP). This performance commitment measures how many WINEP projects we’ve completed each year.

How are we doing?

We’ve achieved our year-end target.

The WINEP measure works alongside other performance commitments including land conserved and enhanced, length of river improved, studies within integrated catchment management and contribution to the reduction of carbon in our carbon related measures. 

Read more in our annual performance report

 

Target Result Performance
≥361 362 Passed

Disclaimer: The numbers we report show our year-to-date progress against regulatory targets listed in Ofwat’s Final Determination. All the numbers we report have been checked thoroughly internally. While we make every effort to report accurately, all information undergoes a final internal review and external audit each year, so numbers may differ slightly at year end. Our final annual position is reported on this website and in our Annual Performance Report. You can read more about how we check and assure our data in our Assurance Plan.

See our past performance

2015-20 performance

Want to know more?

Get in touch by emailing us at apr@yorkshirewater.co.uk.