Developer Services

About Developer Services reporting by water companies

Since April 2015 water and sewerage companies in England and Wales have been reporting on their levels of service for developer customers, providing transparency about company performance over a wide range of activities to support the provision of new infrastructure.

The reports here provide comparative quarterly summaries and year-to-date figures for the reporting companies. They are available online and data can be filtered to suit particular interests (by company and metric) and downloaded as a csv file for further analysis in spreadsheet software. Data can be also interrogated between selected dates using the 'interrogate' facility - see Interrogate. The reports comprise:

  • Charts showing companies’ performance and activity levels for water and sewerage
  • A table showing performance by company for each metric, including supplementary information
  • A table indicating activity levels (volumes) for each company, including supplementary information
  • Previous quarters and year to date (rolling year) results are also available.

Up to the quarter ending 31 March 2017, reporting was based on 37 different activities. Since then the number of activities monitored has increased to 45. This is due to six new water mains diversion metrics and a revised and enhanced number of water supply self-lay water mains metrics which report on water companies' performance in delivering services to self-lay providers who also provide water infrastructure for new development.

This revision to the reporting regime has led to some metric reference numbers on water supply no longer showing after Q4 2016-17, i.e. W9.1 to W15.1 and associated information metrics. However, performance for these metrics is still visible for the periods before April 2017.

Performance metrics are numbered W1.1, W2.1, etc for water supply and S1.1, S2.1 etc for sewerage.

A higher percentage value for a performance metric means a company is performing better than another company with a lower value.

Information metrics have numbers corresponding to the performance metric they are associated with but are followed by an alphabetic suffix, eg. W1.1a, S1.1a etc.

Information metrics are purely intended to give stakeholders further useful information about performance data but are not used to score companies' overall performance. They include: cases where applications have been refused, returned or questioned because they are incomplete, cases where extensions of time have been requested by a customer, cases where there are valid and extenuating circumstances why a target time should be extended, e.g. highway authority traffic management restrictions, land entry problems, etc and to show the mix of small and large mains supply jobs.

Reporting methodology

Performance monitoring is based on completed activities within the reporting quarter.

Performance scores for individual activities (metrics) measure the number completed within target during the quarter, expressed as a percentage of the total number received. Definitions and target standards for each metric are linked to the metric title.

The overall performance score for each company for that quarter is calculated as the sum of all activities within target, expressed as a percentage of the total activities recorded. No weightings are applied to the individual company scores.

The industry average performance score is calculated as the average of all the companies’ average performance scores. It is not a weighted industry average, i.e. it is not calculated as the sum of all the activities within target of all the companies, expressed as a percentage of the total activities undertaken across the industry.

Performance scores are coloured to represent whether they fall within upper (green), inter-quartile (yellow) or lower quartile (red) ranges.

  • Upper quartile performance (green) represents the top performing 25% of companies.
  • Lower quartile performance (red) represents the lowest performing 25% of companies.
  • Inter-quartile performance (yellow) represents the remaining 50% which lie within these two bands.

In the report tables, blanks (empty cells) represent zero activity for the quarter unless otherwise stated in the Notes to that table.

Performance targets

Targets, which are included in the metric definitions, are either based on statutory provisions of the Water Industry Act 1991 or are non-statutory targets proposed by the water industry as reasonable standards to attain. The latter were set after consultation with key stakeholders including Defra, Ofwat, HBF (Home Builders Federation), HBA (House Builders Association) and representatives of self-lay providers..

All references to sections of legislation, e.g. s45, refer to the Water Industry Act 1991 unless otherwise indicated. Target standards are measured in calendar days.

Target periods may be extended by agreement between the water company and the customer if there are external constraints which make it impracticable to deliver within the statutory or non-statutory target times. Potential constraints are identified in the definition for each metric. Performance is then recorded against the extended period. Information metrics provide information on the percentage of applications or jobs where an extension of time has been agreed.

A lack of resource is not a valid reason for a company to request an extension.

Customers may also request an extended period for delivery of an activity.

Reporting dates

Performance data is updated quarterly and published on the Water UK website normally on the last Thursday of the month following the last reporting quarter, e.g. 27July 2017 for the reporting period April to June 2017.

Metric numbering

Data for the period April 2015 to March 2016 was previously published using a simple metric numbering system. For data from April 2016 a different numbering system has been used following the development of this bespoke software reporting system. All data within this new system including historic data is now shown using the new numbering system. The old and new numbering system is shown below:

Water supply
Old numbering New numbering
1 W1.1
2 W2.1
2a W2.1a
3 W3.1
4 W4.1
4a W4.1a
5 W5.1
5a W5.1a
6 W6.1
7 W7.1
7a W7.1a
7b W7.1b
8 W8.1
8a W8.1a
9 W9.1
9a W9.1a
10 W10.1
11 W11.1
12 W12.1
12a W12.1a
13 W13.1
14 W14.1
14a W14.1a
15 W15.1
Old numbering New numbering
16 S1.1
17 S2.1
17a S2.1a
18 S3.1
19 S4.1
19a S4.1a
20 S5.1
20a S5.1a
21 S6.1
21a S6.1a
22 S7.1
23 S8.1
24 S9.1

As set out in the introductory section above, since April 2017, the number of metrics has increased to 45 so metrics W9.1 to W15.1 and associated information metrics are no longer reported. However, reports with these metrics are still visible for the period before April 2017.