Customer summary of our annual performance 2022/23

About this online customer summary

This is a summary of our performance against the commitments we agreed to deliver in year-three of the five-year business plan period called ‘AMP7’.

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Understanding
our performance

Customer engagement helped us to establish our top priorities for the services we provide, and helped shape our plans and the benefits we will deliver.

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Year-three
overview


This is the third year of AMP7 and we have seen our best ever operational performance.

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We met or exceeded over 80% of all of our performance commitments.

We achieved our leakage target for the 17th consecutive year.

We are supporting over 330,000 households through our extensive range of affordability schemes so far in AMP7.

We’ve reduced pollution incidents by 39% since the beginning of AMP7.

We’re reducing blockages, collapses, flooding and pollution through our innovative dynamic network management programme.

We’ve seen over a 20% improvement in water quality contacts.

We’ve increased the number of customers signed up to our Priority Services scheme to over 294,000.

We’re supporting over 22,000 jobs across the region.

We expect to achieve our best ever performance in C-MeX.

Progress against our six carbon pledges has reduced our scope 1 and 2 greenhouse gas (GHG) emissions by a further 1.5% this year.

Highlights
of the year

Read our year-three performance wheel

Highlights
of the year

Read our year-three performance wheel

We met or exceeded over 80% of all of our performance commitments.

We achieved our leakage target for the 17th consecutive year.

We are supporting over 330,000 households through our extensive range of affordability schemes so far in AMP7.

We’ve reduced pollution incidents by 39% since the beginning of AMP7.

We’re reducing blockages, collapses, flooding and pollution through our innovative dynamic network management programme.

We’ve seen over a 20% improvement in water quality contacts.

We’ve increased the number of customers signed up to our Priority Services scheme to over 294,000.

We’re supporting over 22,000 jobs across the region.

We expect to achieve our best ever performance in C-MeX.

Progress against our six carbon pledges has reduced our scope 1 and 2 greenhouse gas (GHG) emissions by a further 1.5% this year.

For AMP7 we have seven ‘outcomes’ which describe what we want to achieve for customers.

These outcomes contain a number of ‘performance commitments’.

Outcome 1

Outcome 2

Outcome 3

Outcome 4

Outcome 5

Outcome 6

Outcome 7

Your drinking water is safe and clean.

Performance commitments

Vyrnwy treated water aqueduct

Helping customers look after their water

Reducing lead risk

Water quality compliance

Reducing water quality contacts

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Water quality

You have a reliable supply of water now and in the future.

Performance commitments

Manchester and Pennine resilience

Water service resilience

Unplanned outage

Reducing areas of low water pressure

Mains repair

Per capita consumption

Thirlmere transfer

Keeping reservoirs resilient

Drought resilience

Interruptions to supply

Leakage

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Tackling leaks

The natural environment is protected and improved in the way we deliver our services.

Performance commitments

Improving the water environment

Abstraction incentive mechanism

Treatment works compliance

Enhancing natural capital value for customers

Protecting the environment (growth and new development)

Pollution incidents

Improving river water quality

Recycling biosolids

Improving air quality

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Reducing pollution

You’re highly satisfied with our service and find it easy to do business with us.

Performance commitments

C-MeX

D-MeX

Street works performance

Priority services for customers in vulnerable circumstances

Priority Service (BSI accreditation)

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Priority Services

We will improve the way we work to keep bills down and improve services.

Performance commitments

Voids

Gap sites (retail)

Gap sites (wholesale)

Systems Thinking

Manchester and Pennine

Customers saying that we offer value for money

Non household vacancy incentive

Number of customers lifted out of water poverty

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Affordability schemes

Collect and recycle wastewater.

Performance commitments

Sewer collapses

Sewer blockages

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Stop the Block

The risk of sewer flooding for homes and business is reduced.

Performance commitments

Risk of sewer flooding in a storm

Internal sewer flooding incidents

External sewer flooding incidents

Raising customer awareness to reduce flooding

Hydraulic external flood risk resilience

Hydraulic internal flood risk resilience

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Preventing sewer flooding

Key:

Met or exceeded performance commitment

Performance commitment not met

Performance trend:

Improving

Stable

Deteriorating

We are always interested in what customers and stakeholders have to say. If you have any comments about this or any of our other publications, please send them to us at myview@uuplc.co.uk and we’ll get back to you.