Since November 2014, Yorkshire Water Developer Services has been tracking performance on the services we provide to customers through service quality management, developers and self lay organisations as part of the Water UK Levels of Service. This data has enabled us to develop an improvement plan which we will implement to drive a significant increase in the levels of compliance, thus improving the service to Yorkshire Water customers.
OUR LEVELS OF SERVICE
More details on the definitions of the Water UK Levels of Service can be located on the Water UK website.
The levels of service which we have been measured against were chosen as they cover the vast majority of services provided to customers, developers and self lay organisations by companies’ Developer Services departments. Consultation took place with key stakeholders such as Defra, the industry regulator Ofwat, HBF (Home Builders Federation, HBA (House Builders Association), and self lay organisations prior to commencement of monitoring.
The target standards were determined by using standards set out in the Water Industry Act 1991 have been used where they exist. The remainder were proposed by the water industry as reasonable standards to attain and set after consultation with key stakeholders.
The industry is looking at the possibility of introducing a customer satisfaction survey scheme to provide a qualitative assessment of companies’ Developer Services service levels on a quarterly basis. This would complement the quantitative work which is now being reported. We are starting a trial of this in August so some customers will receive a telephone call requesting feedback on the job which we have undertaken for them.
We are working with Water UK members on two closely related topics which influence performance in this area; charging and the interaction with the planning system.
DEVELOPER SERVICES PERFORMANCE
Find out how we're performing on both our clean and waste water operations.