To what we promised our
customers we'd deliver to them.
To what we promised our
customers we'd deliver to them.
Getting it right for customers is at the heart of everything we do. That's why we created our Blueprint for Yorkshire, planning our future with your priorities in mind.
In 2015 we agreed seven outcomes with our customers, supported by 26 performance commitments. As part of our commitments we included four measures called Stability and Reliability (S&R) factors. These measures reflect how well we are providing water and waste water services over the short and long term.
To ensure that these measure effectively report on our services they are divided into a series of smaller measures called sub measures. It is very important to us that these measures are easy to understand and reflect what you told us was important to you. We have therefore published this guide to explain what the S&R factors are and how we will measure our performance against them. If you would like any more information regarding these measures please contact us.
In 2015 we agreed with you our seven outcomes. The outcomes are the things that are important to you. To make sure that we are on track in providing these outcomes there are 26 performance commitments that track how well we are delivering on the promises we made. Each year we report to you on how we’re doing in delivering on our commitments. It’s important to us that you understand and trust the information we provide.
To build trust in the information that we publish, we have developed an assurance plan that explains what we do to build confidence in our data and make it easy to read, access and understand. Each year we look again at our assurance plan, look ahead at the information we will publishing, how we are performing, and the risks we face. We tell you about this in our Risks, Strengths and Weaknesses statement.
Once we have created our Risks, Strengths and Weaknesses statement we then publish our next draft Assurance Plan and we consult with you on the assurance activities we put in place.
So, this year we have published five documents supporting our reporting:
- Our original Risks, Strengths and Weaknesses Statement (published in November 2016).
- Our revised Risks, Strengths and Weaknesses Statement (published in January 2017 following an annual assessment by our economic regulator, Ofwat).
- A summary of the feedback obtained from our customers on the draft assurance plan.
If you'd like any further information - please contact us
In preparation for the next price review, we are working with an independent Customer Forum. The Customer Forum is responsible for ensuring our customers’ views are fairly reflected in our business plan and ensure we are meeting the performance commitments we have made to customers.
The Customer Forum has a key role in helping the industry regulator, Ofwat, scrutinise our business plans. The Customer Forum is responsible for:
- challenging the quality of the customer engagement process
- challenging how well the proposed outcomes and outcome delivery incentives are reflected in customer engagement, and customers’ views and priorities
- monitoring progress against the performance commitments set within the previous business plan
- providing an independent report to Ofwat at the same time as we submit our business plans
This section will provide details of the membership of the group, minutes of recent meetings and information on the challenges which the Customer Forum have provided during our ongoing customer consultation.
Andrea chairs the forum, ensuring that Yorkshire Water is properly challenged over the quality of its engagement with customers, the integrity of interpretation of customer views and the proper inclusion of customer views in Yorkshire Water’s business plan. The chair is responsible for issuing a report, on behalf of customers, to Ofwat on the development and acceptability of Yorkshire Water’s business plan.
Andrea’s background is in consumer representation and regulation in the energy, financial, legal and water services sectors, with a particular interest in the needs of low income and other vulnerable people and in addressing issues of affordability. She has extensive experience as a non-executive director in the public and private sectors and has also served on key Government committees, including the UK Round Table on Sustainable Development and the Renewable Energy Advisory Committee. She has been a member of numerous international delegations on energy, the environment, poverty and employment, including the Climate Change negotiations in Kyoto in 1997. Andrea was awarded the OBE in 1990 for services to tackling fuel poverty which led to the insulation of 4 million homes. She is also currently an Independent Member of the Parole Board.
Consumer Council for Water
The Consumer Council for Water (CCWater) is the independent and statutory organisation representing household and business consumers across England and Wales. It was established in 2005 to provide consumers with strong representation, including making sure their interests are at the heart of decision–making in the water industry. It works with consumers to listen to their views, answer their enquiries and resolve their complaints about water companies.
It uses evidence gained from consumer research, market intelligence, cross–utility comparisons, complaints and company performance data, as well as feedback from household and business consumers to inform its work on behalf of all water consumers. Its duty to consumers in vulnerable circumstances and the need for sustainable development (i.e. balancing economic, environmental and social aspects) underpins all its activities. In addition to its formal duties it also focuses on getting the balance right in the long term on affordability and ensuring water supplies and sewerage services are resilient in the future. There is a balance to be struck between the cost of bills now and the cost of bills for future generations.
Janine has over 8 years experience of speaking up for water consumers through her work with local water and sewerage companies, including Yorkshire Water, scrutinising and challenging their services from the customer’s perspective and encouraging them to put the consumer at the heart of their plans and decision making. She is also the lead policy manager on debt and the vulnerable in society for the Consumer Council for Water nationally. Her work presses companies to offer an affordable, easy to access and inclusive service that’s right first time.
Natural England is the government’s adviser for the natural environment in England, helping to protect England’s nature and landscapes for people to enjoy and for the services they provide. It is sponsored by the Department for Environment, Food and Rural Affairs and is responsible for ensuring that England's natural environment, including its land, flora and fauna, freshwater and marine environments, geology and soils are protected and improved.
Tom is Natural England’s Senior Adviser in Water and Land Use for the Yorkshire Area, with the lead responsibility for 2019 Price Review. He has a long established overview of Natural England’s work with Yorkshire Water which dates back over 10 years. He has helped champion the environmental benefits and public value of ecosystem services, to water companies, which aim to provide positive and affordable outcomes to society. Tom is a member of the Chartered Institute of Ecology and Environmental management and Chartered Environmentalist. He aim’s, through the Yorkshire Forum for Water Customers, to establish and strengthen relationships with Yorkshire Water and Forum members in pursuit of how best it can contribute to the natural environment, whilst meeting the needs of customers.
Until the day a cure is found, Alzheimer's Society will support anyone affected by dementia – wherever they are, whatever they're going through. Everything Alzheimer's Society do is informed and inspired by them. They are the UK’s leading dementia charity. Every day, they work tirelessly to find new treatments and, ultimately, a cure for dementia. Alzheimer's Society provide expert information, training, and support services to all those who need their help. And they are creating a more dementia-friendly society so people with the condition can live without fear and prejudice.
Joanne is the Programme Manager for Airedale Social Movement. This builds on the energy of Dementia Friendly Communities to ensure no-one affected by dementia is excluded by dementia, including people living in care homes. People living with dementia in care homes want and deserve more than to simply exist – they want to experience things they love doing. The social movement is supporting them to participate in these activities alongside members of the community. By establishing reciprocal partnerships between residents living in care homes and local individuals and groups, Airedale Social Movement will drive a change in attitudes towards care homes and break down the stigma associated with moving into residential care.
National Farmers Union
The NFU is the only organisation that champions all farmers and growers in England and Wales. They are here to give you a voice and protect your way of life now and in the future. The NFU’s purpose is to champion British agriculture and horticulture, to campaign for a stable and sustainable future for British farmers and to secure the best possible deal for its members. Their strength is in their numbers. With in-excess of 55,000 members, they are heard when it counts – locally, nationally and internationally. Every single member matters and makes the NFU stronger. A stronger NFU can be more influential, achieve more and give a more powerful and unified lobbying voice. Today, the NFU is the most successful representation body for agriculture and horticulture with members covering two-thirds of the agricultural land in England and Wales.
James is the Environment & Land Use adviser for the NFU in the North East Region (Yorkshire, Co. Durham and Northumberland). The role includes taking a strategic overview on matters relating to land management and the environment, including water availability, water quality, flood risk, land use, environmental schemes, planning, infrastructure, waste, climate change and adaptation. He works closely with all the Defra family (Natural England, Environment Agency, MMO and Forestry Commission), local authorities, commercial companies, Parks, Environment NGO’s, Catchment Partnerships, to name but a few. He is passionate that agri-businesses are given the opportunity to develop their business, and that the NFU lobbies for a landscape that allows this to happen, ensuring policy is rooted in the real world.
The Rivers Trust
The Rivers Trust is the umbrella body for the rivers trust movement, a network of over 50 local charities which work to protect, promote and enhance our river environments, for both people and wildlife.
As Operations Director, Alistair works within a team of five Directors of the national umbrella body, providing support to local rivers trusts to assist them in their charitable objectives, and engaging with senior decision makers to influence policy which improves rivers, and deliver finance to river improvements. He currently has oversight over three European projects delivering different aspects of innovation in catchment management including flood risk, integration with water companies and other sectors, and cross border catchment management in Ireland.
Dave act’s as an independent member of the Yorkshire Forum for Water Customers, on which he previously represented Yorkshire Local Authorities (2012 to 2015). Professionally he is a Chartered Civil Engineer and Member of the Institution of Civil Engineers. He is currently employed part time by Amey Consulting and Rail as a Principal Engineer, working on Network Rail’s 2014-2019 London North Eastern / East Midlands Bridge Assessment contract.
Dave’s civil engineering background gives him a framework to help examine the water company’s significant capital investment programme. He also brings considerable knowledge of transport, planning, environment and sustainability, flooding, policing, health & children’s services and local government issues generally from former senior roles at York City Council, and it’s unitary successor authority (City of York Council), on which he cumulatively served from 1982 – 2015. Dave also served at different times on the Yorkshire & Humber Regional Assembly, the Local Government Association (was Deputy Chair of the Environment & Regeneration Board), Yorkshire Regional Flood & Coastal Committee, with obvious crossovers to water industry issues. Finally, he also brings on-going experience knocking on a wide range of the public’s doors, picking up their concerns and problems, the pressures on their budgets, concerns about flood risk, the environment, plus experience of working with disadvantaged communities and individuals, etc..
Melissa Lockwood – Environment Agency
Nici Pickering and Nick Bussey – Citizens Advice
Pam Warhurst – Pennine Prospects
All water companies have their own set of performance commitments which have been individually developed to meet the needs and concerns of each company’s customers.
This can make it difficult to compare performance across different water companies so in recognition of this DiscoerWater.co.uk was launched.
Discover Water provides a 'dashboard' bringing together for the first time key information about water companies in England and Wales in one place for customers. The dashboard aims to be a clear and simple source for trustworthy and factual information including how companies are performance against each other in key areas.
The information provided has been agreed by water companies, the water regulators, the UK and Welsh Governments and the Consumer Council for Water, which is the water watchdog.
This section provides some further explanation on those areas within Discover Water where our performance is failing to meet the committed level of performance we gave to our customers, or is significantly different to the industry average or other water companies performance.
Our reports section gives you
the chance to see how we perform.
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