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 December for the next update.

We publish our full annual reports in July.

Read our 2021/22 annual report

This graph shows our April-June 2022 performance for our 44 commitments. 

Graph showing 19 performance commitments are on track and 16 are off track and 9 are waiting for data

19 are on track  16 are off track  9 are waiting for data

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're currently not on track to achieve our year-end target.

Water consumption increased this quarter because of the hot weather in June. However, PCC is gradually getting lower and returning to normal numbers after COVID-19.

 

Target Result Performance
≤123 135 Off track
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're currently on track to achieve our year-end target.

This performance commitment is measured cumulatively over a five year period (2020- 2025). 16 schemes have been delivered in the first two years. No schemes have been completed in quarter one of 2022/2023 but we expect to deliver at least 3 schemes before year-end.

 

Target Result Performance
≥9 16 On track
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're currently on track to achieve our year-end target.

We've had an excellent start to the year, delivering almost 43% of our year-end target within the first quarter of 2022/2023. This is mainly due to our water safety sessions and live assemblies delivered to schools throughout June. We have plans in place for the rest of the year and we'll continue to deliver education across the region.

 

Target Result Performance
≥4,998 8,515 On track
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 don't have any data to report yet.

This performance commitment is reported on an annual basis and the results are published in July.

 

Target Result Performance
N/A N/A N/A
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're currently on track to achieve our year-end target.

We've done some analysis to identify areas for improvement and we believe our performance will improve over the year.

 

Target Result Performance
≤4.9 4.6 On track
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're currently not on track to achieve our year-end target.

Our regulators have set us an aspirational target of no failures and a score of zero for this performance commitment. We won't achieve this target, but our performance has improved from last year.

 

Target Result Performance
0 1.23 Off track
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're currently not on track to achieve our year-end target.

We've had a difficult start to the year against this performance commitment, with higher than usual leakage levels throughout April. We're continuously working hard to proactively find leaks and repaire them as quickly as possible.

 

Target Result Performance
≤278.01Ml/d 289.72Ml/d Off track
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're currently not on track to achieve our year-end target.

Our forecast for the rest of the year falls short of the year-end target. However, we're looking at ways we can improve this position and perform as strongly as possible against this measure.

 

Target Result Performance
≥1,847 1,166 Off track
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're currently not on track to achieve our year-end target.

We've had a busier first quarter compared with previous years, putting us marginally off track against target. However, plans are in place to turn this around in the next quarter where we fully expect to be back on track.

 

Target Result Performance
≤00:01:15 00:01:16 Off track

 

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're currently on track to achieve our year-end target.

We've had a strong start to the year and we expect to deliver similar performance to 2022/23, if not better!

 

Target Result Performance
≤0.93% 0.81% On track
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're currently not on track to achieve our year-end target.

At the end of the first quarter of 2022/23, we're just two mains repairs above our target. Work is ongoing to bring our performance back on plan.

 

Target Result Performance
≤33.06 33.11 Off track
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're currently not on track to achieve our year-end target.

We've had a busy start to the year with interruptions. We've responded well to our longer running interruptions and we're tracking in line with our performance targets.

 

Target Result Performance
≤3 4 Off track
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're currently on track to achieve our year-end target.

Four properties are still on our low pressure register from our last performance year. We are continuously working on improving the pressure for these properties and have plans in place to avoid new ones being added.

 

Target Result Performance
≤12 4 On track
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're currently not on track to achieve our year-end target.

This measure has remained the same as our final 2021/2022 outcome. We have plans in place to greatly reduce leakage and look at the supply demand shortfall to bring this back to target.

 

Target Result Performance
0% 4% Off track
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 don't have any data to report yet.

This performance commitment is reported on an annual basis and the results are published in July.

 

Target Result Performance
N/A N/A N/A
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're currently not on track to achieve our year-end target.

But, we have improved our position in the first quarter compared to the same period in 2021/2022. 

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

  • carrying out extra checks on sewers which are prone to flooding
  • looking for blockages and clearing them before they cause flooding
  • checking for defects in our pipes and fixing them before they become a problem
  • installing telemetry devices which give us an early warning 
  • promoting what can and can't be flushed down the loo.

Find out how you can help keep Yorkshire Blockage free

 

Target Result Performance
≤0.32 0.66 Off track
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're currently on track to achieve our year-end target.

The strong performance we achieved last year has continued into the start of this year. We continue to work hard to prevent collapses and maintain our network.

 

Target Result Performance
≤4 2.39 On track
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 don't have any data to report yet.

This performance commitment is reported on an annual basis and the results are published in July.

 

Target Result Performance
N/A N/A N/A
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're currently on track to achieve 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:

  • carrying out extra checks on sewers which are prone to flooding
  • looking for blockages and clearing them before they cause flooding
  • checking for defects in our pipes and fixing them before they become a problem
  • installing telemetry devices which give us an early warning 
  • promoting what can and can't be flushed down the loo.

Find out how you can help keep Yorkshire Blockage free

 

Target Result Performance
≤1,573 1,184 On track
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're currently on track to achieve our year-end target.

We know that any pollution incident is disappointing and we're always working to reduce our impact on the environment. We've had a strong start in the first quarter and we expect this to continue throughout the year.

 

Target Result Performance
≤68 36 On track
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're currently not on track to achieve our year-end target.

We've had two failings during the first quarter of 2022/23, which keeps us within the threshold for this commitment. These failings are being investigated and could be challenged.

 

Target Result Performance
100% 99.36% Off track
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're currently not on track to achieve our year-end target.

Although we've experienced a slow start to the year, we expect our performance to improve over the year. We are confident we'll achieve our year-end target.

 

Target Result Performance
≥285.59GWh 76.41GWh Off track
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 don't have any data to report yet.

This performance commitment is reported on an annual basis and the results are published in July.

 

Target Result Performance
N/A N/A N/A
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're currently on track to achieve our year-end target.

Our performance continues to be strong against this commitment. So far this year, we've greatly reduced our gas consumption which puts us in a strong position for the remainder of the year. 

 

Target Result Performance
≥7.2 7.2 On track
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're currently not on track to achieve our year-end target.

This is because some of our projects started later than planned. We're still looking for opportunities to reduce capital carbon emissions through building less, using low-carbon materials and adopting new construction technologies. These areas of focus will bring us back to target by year-end.

 

Target Result Performance
≤30,505 53,102 Off track
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 don't have any data to report yet.

This performance commitment is reported on an annual basis and the results are published in July.

 

Target Result Performance
N/A N/A N/A
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're currently on track to achieve 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.

 

Target Result Performance
≤1.38% 1.29% On track
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're currently on track to achieve our year-end target.

Our continuous focus on the validation of void properties and ensuring our billing is accurate, is helping us maintain strong level of performance against this measure. This level of performance is expected to continue throughout the rest of the year.

 

Target Result Performance
≤4.15% 3.70% On track
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're currently on track to achieve our year-end target.

Our performance against this measure has been strong for some time now and the start of 2022/23 sees us maintain a high success rate. We expect to see this continue throughout the year.

 

Target Result Performance
≥86% 96% On track
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're currently not on track to achieve our year-end target.

Our performance against this measure has dropped. We've fallen from 10th in the last quarter to 15th. We're carrying out analysis to understand this drop in performance so plans can be put in place to improve.

 

Target Result Performance
N/A 15th Off track
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're currently not on track to achieve our year-end target.

Lots of plans have been put in place to turn this performance around and deliver a better developer services experience, you can read about these in our annual performance report. The results of these plans will take time to filter through to our scores against this measure, but we expect to see improvements later this year.

 

Target Result Performance
N/A 17th Off track
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're currently on track to achieve our year-end target.

We started the year strong and outperformed our target by helping an extra 3,532 customers. We expect this level of performance to continue throughout the rest of the year.

 

Target Result Performance
≥68,300 79,832 On track
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 don't have any data to report yet.

This performance commitment is reported on an annual basis and the results are published in July.

 

Target Result Performance
N/A N/A N/A
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're currently not on track to achieve our year-end target.

The cost of living crisis highlights the importance of helping our most vulnerable customers, so we're doing lots of work to improve our performance against this commitment. We expect to be in a better position later this year.

 

Target Result Performance
≥7.5% 4.1% Off track
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 don't have any data to report yet.

This performance commitment is reported on an annual basis and the results are published in July.

 

Target Result Performance
N/A N/A N/A
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 don't have any data to report yet.

This performance commitment is reported on an annual basis and the results are published in July.

 

Target Result Performance
N/A N/A N/A
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're currently on track to achieve our year-end target.

Our performance for this measure is calculated over the AMP (2020-2025). Our first quarter was really strong and we expect to meet our year-end target.

 

Target Result Performance
≥6,858ha 7,469ha On track 
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're currently on track to achieve 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 don't expect to see any results until next year.

 

Target Result Performance
≥0.00% 0.00% On track
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're currently on track to achieve our year-end target.

This performance commitment is measured cumulatively over a five year period (2020-2025). The performance level of 50.1km was delivered during years 2019/21 and 2021/22. No schemes have been  delivered in quarter one of 2022/23. We do however, expect to see schemes being delivered later in the year.

 

Target Result Performance
≥45.6km 50.1km On track
Biosecurity implementation

What is it and why do we measure it?

As part of a national drive to reduce the spread of INNS (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're currently on track to achieve our year-end target.

We've worked hard to stop the spread of non-native invasive species by:

  • promoting INNS Week to our customers on our social media channels and through the Yorkshire Post
  • complying with Statutory Plant Health Notice (SPHN) to prevent the spread of harmful tree pathogens
  • incorporating INNS assessment into our WRMP (water resource management plan) and WRN (water resource north) to ensure that future resource options don't proliferate the spread of INNS.

This performance commitment is measured cumulatively over a five year period (2020- 2025). Two out of the three pathways were delivered during 2021/22 and one was delivered in the first quarter of 2022/2023. More are expected to follow later this year.

 

Target Result Performance
≥3 3 On track
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're currently not on track to achieve our year-end target.

Our Tunstall bathing water is currently unable to be sampled because of severe coastal erosion and is classified as 'Unassessed'. Bridlington South and Scarborough South remain ‘sufficient’.

 

Target Result Performance
≥18 16 Off track
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 don't have any data to report yet.

This performance commitment is reported on an annual basis and the results are published in July.

 

Target Result Performance
N/A N/A N/A
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're currently on track to achieve our year-end target.

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

 

Target Result Performance
100% 100% On track
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're currently on track to achieve our year-end target.

Seven projects have already been completed in the first quarter of 2022/23.

 

Target Result Performance
≥362 369 On track

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.