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 performance from April to December 2021.

20 are on track, 7 are close to target, 8 are off track and 9 currently have no data

20 are on track  7 are close to target  8 are off track  9 currently have no 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 slightly off track to achieve our year-end target.

Because this performance commitment is based on a rolling 3 year average, we're still feeling the impact on usage due to COVID-19. We've just appointed a new Water Efficiency Manager who'll work closely with our customers to understand their water use and improve our performance.

 

Target Result Performance
≤123.5 130.8 Close to target
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.

We've continued to develop and deliver partnership projects to improve biodiversity and reduce flood risk. We've completed six projects this quarter and we've already beaten our year-end target of nine projects. 

 

Target Result Performance
≥6 10 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 slightly off-track to achieve our year-end target.

Our performance for this commitment is on the up and we've got over 4,600 of bookings lined up for the next quarter. It might be a close one, but we're confident we can meet our year-end target. 

 

Target Result Performance
≥14,994 14,271 Close to target
Living with Water

What is it and why do we measure it?

This measures now 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’ll report on this performance commitment in 2025, at the end of our 5 year AMP. We don’t have an update for you at the moment, but we’ll publish our progress in our annual performance report in July 2022.

 

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 slightly off-track to achieve our year-end target.

We now have a year-end result of 10.6 contacts per 10,000 population, this just needs verifying.

The weather in winter and early summer was challenging and we're slightly behind our 2020 result because of that. But overall, our performance has still been strong.

 

Target Result Performance
≤10.6 10.5 Close to target
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.Our performance has dropped slightly since 2020, but we are now inline with pre-pandemic levels. We have plans in place to improve our performance next year.

 

Target Result Performance
0 5.01 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 on track to achieve our year-end target.

We started the year slightly off-track because of the long winter we had. We've been working hard to find and fix leaks and we're now back on track. We're confident we can keep up this great work and meet our year-end target.

 

Target Result Performance
≤280.6Ml/d 278.4Ml/d On 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.

We're quite behind with this performance commitment, but we have a plan in place to hit our year-end target. We're currently getting permission from customers to replace their pipes, once we have this we can start work.

 

Target Result Performance
≥5,332 3,730 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.

Storm Arwen had a big impact on this performance commitment causing at least 26 incidents!

 

Target Result Performance
≤00:04:41 00:08:57 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're focusing on keeping our customers' taps flowing and we've had a great third quarter.

 

Target Result Performance
≤3.32% 3.29% 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 slightly off-track to achieve our year-end target.

We need to look after our water pipes and a lower number of repairs shows we’re doing a good job. This performance commitment can prove challenging through the winter months but we are pleased to say we have performed well through December and we expect to continue this through to the end of the year.

 

Target Result Performance
≤124.7 122.3 On 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 off track to achieve our year-end target.

Storm Arwen caused 19 incidents that left 1,300 homes without water for over 12 hours. We're learning from this to reduce the impact future storms have on our customer's water supply. 

 

Target Result Performance
≤10 36 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 off track to achieve our year-end target.

We have 39 homes on our Low Pressure Register, which is a lot more than our target of 13. However, we've recently completed two schemes which should allow us to take 8 homes off the register. Two other schemes are in progress which should improve the water pressure in 21 homes. If these schemes are successful, we'll be left with just 10 homes on our Low Pressure Register and we'll achieve our year-end target. 

 

Target Result Performance
≤13 39 Off 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 on track to achieve our year-end target.

This commitment is based on analyses carried out in our water resources management plan and is currently zero.

 

Target Result Performance
0% 0% On 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?

This performance commitment is calculated once a year in April, following the end of the financial year, so no update is available at the moment. We're expecting a zero result and won't meet our year-end target of 2.77Ml/d or more.

 

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.

The wet weather has had a big impact, but our performance has improved this quarter and we're hoping 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:

  • 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.

Find out how you can help keep Yorkshire blockage free

 

Target Result Performance
≤1.66 2.33 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.

Our performance this quarter has been ahead of both our regulatory and business targets. We expect to keep this up through the final quarter of the year.

 

Target Result Performance
≤12.25 7.99 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?

This performance commitment is calculated once a year in April, following the end of the financial year. This means no update is available at the moment.

 

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 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.

Find out how you can help keep Yorkshire blockage free

 

Target Result Performance
≤4,691 3,200 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 slightly off track to achieve our year-end target.

December was challenging for this performance commitment and we're still reviewing data to understand the full impact. We believe some of these incidents were outside of our control, so we're challenging them with the Environment Agency.

 

Target Result Performance
≤125 143 Close to target
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 slightly off-track to achieve our year-end target.

At the end of December, we'd had three failures on our treatment works. We believe one of these failures was outside of our control so we're challenging it with the Environment Agency. If we're successful, we'll have matched our great performance from last year.

 

Target Result Performance
100% 98.73% Close to target
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 on track to achieve our year-end target.

Our Huddersfield sludge treatment centre is performing better than we expected and puts us in a strong position to achieve our year-end target.

 

Target Result Performance
≥213.88 233.96 On 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?

So far this year, we’ve created £3,000,000 of value through:

  • developing a new way to treat a trade wastewater sludge so we no longer need to pay for this to be taken away
  • increasing the capacity one of our treatment plants to manage wastewater sludge
  • sales of non-operational company land.

We’re always looking for initiatives and projects to improve our performance in this area and we're confident we’ll achieve our year-end target.

 

Target Result Performance
£2.5m £3m On track
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.

After a challenging start to the year, our focus on reducing our gas oil consumption and transport emissions has got us back on-track.

 

Target Result Performance
≤57,920 56,483 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 on track to achieve our year-end target.

We’re working on woodland projects to reduce the impact of our emissions by storing carbon. These projects will also improve natural flood defences and biodiversity.

 

Target Result Performance
≤113,247 101,409 On 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?

No update is available for this performance commitment because it’s calculated once a year at the end of March.

 

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.

After being slightly behind, we've turned our performance around we're now back on track. Debt write-offs have increased but this has been offset by lower interest costs.

 

Target Result Performance
≤2.68% 2.67% 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.

We’ve continued to lower the number of void properties by:

  • reviewing our charging policies
  • using water use data to spot when a void property is being lived in
  • visiting empty properties.

 

Target Result Performance
≤4.33% 3.85% 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 slightly off-track to achieve our year-end target.

We've change the way we work so we can deal with gap sites quicker and we're looking for ways to improve our performance even more.

 

Target Result Performance
≥83% 82% Close to target
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 on track to achieve our year-end target.

There isn't a regulatory tagert for this performance commitment, but our aim is achieve 9th place or higher by end of the year. We're using customer feedback to make the experience better and improve our C-MeX ranking. 

 

Target Result Performance
9th 9th On 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 off-track to achieve our year-end target.

With the help of our new service partner, Network Plus, we’re clearing our backlog of work and improving the experience for our developers.

 

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.

This quarter we've increased the number of customers we're helping across all our financial support schemes. We've supported a lot of customers through our Resolve scheme, which helps customers out of arrears.

 

Target Result Performance
≥72,672 69,000 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?

This performance commitment is calculated once a year in April, following the end of the financial year. This means no update is available at the moment.

 

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 off track to achieve our year-end target.

We're continuing promote our Priority Services Register through our website,social media, letters and local radio. To improve our performance, we're working with a wide range of local organisations across Yorkshire, to make sure we can reach all the customers who would benefit from this service. 

 

Target Result Performance
≥5.8 3.8 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?

This performance commitment is calculated once a year in April, following the end of the financial year. This means no update is available at the moment.

 

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?

This performance commitment is calculated once a year in April, following the end of the financial year. This means no update is available at the moment.

 

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.

We’ve improved 2,774ha of land this quarter. We've also signed up another 547ha of land to our Beyond Nature management plan.

Find out more about Beyond Nature

 

Target Result Performance
≥5,334ha 6,656ha 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.

Our plans for this performance commitment will take a long time to achieve. Because of this, there aren't any results to report at the moment. We'll have an update for you by the end of 2023.

 

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 quarter we're finished projects at Sutton on Forest and Stillingtons, improving a total 40.1km. We're on track to finish our project at Oxenhope in March and meet our year-end target. 

 

Target Result Performance
≥35.6km 40.1km On track
Biosecurity implementation

What is it and why do we measure it?

As part of a national drive to reduce the spread of 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.

This quarter, we've been rolling out invasive non-native species and biosecurity training to key colleagues to make sure we play our part in stopping invasive species from spreading. We've been working closely with the Environment Agency to make sure we understand the risks related to moving bioresources between sites and transferring untreated river and reservoir water. We're now working with the Environment Agency to make sure these risks are as low as possible.

 

Target Result Performance
≥0 0 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?

This performance commitment is calculated once a year in April, following the end of the financial year, so no update is available at the moment.

 

Target Result Performance
N/A N/A N/A
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?

This performance commitment is calculated once a year in April, following the end of the financial year. This means no update is available at the moment.

 

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 Biosolids Assurance Scheme this quarter. We expect to keep up this great performance and meet the year end target.

 

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.

The projects finished so far include:

  • monitoring of wastewater treatment works
  • river quality investigations
  • storm flow investigations
  • delivery of a new fish passage.

 

Target Result Performance
≥99 106 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.