South East Water publishes its ‘Performance, People and Planet’ annual review today (Friday 13 July) giving customers the chance to review the company’s environmental and service performance as well as sharing the activities it undertakes with staff and in the community.

Key points of the report include:

  • The company delivered all its national environment programme actions, including providing assistance to local land owners on raw water pollution protection
  • 71 per cent of customers surveyed in the annual tracking survey thought their bills represented value for money
  • Complaint levels remained steady with 1,472 written complaints received compared to 1,400 the previous year
  • Despite the cold winter, the company’s assets performed well and there were 2,747 water main bursts in 2017/18, compared to 3,032 water main bursts the year before
  • The company out-performed its leakage target of 90 million litres per day (Ml/d) with actual leakage at 87.7Ml/d
  • An unprecedented freeze-thaw event, the ‘Beast from the East’, had a major impact and the overall unplanned interruption to supply performance deteriorated from 5.6 minutes per property at the end of February to significantly above the 12 minute target. As previously reported the company is busy learning lessons from this event to ensure it is better able to cope should the cold weather strike in this way again
  • A new website which is mobile responsive and can easily be viewed on phones, tablets and desktops was launched and a ‘Report a leak’ option added to the ‘In Your Area’ map so customers can alert the company to leaks
  • South East Water introduced ‘One Bill’ to bill wastewater charges on behalf of 465,466 customers of Southern Water
  • The company won a Utility Week Stars Award for its work in empowering customers to better understand their own water use and won a separate award for its corporate intranet named ‘Gurgle’
  • It also undertook a significant community and environmental engagement programme, case studies for which can be found in the ‘Performance People and Planet’ report

Managing Director Paul Butler said: “In overall terms these results demonstrate our strategy to deliver a continuous improvement in customer satisfaction.

“However, in the area of major concern caused by an unprecedented winter weather event, we have carried out a full investigation and recognise there are lessons to be learned, all of which are being included in our emergency plan.”

The full ‘Performance, People and Planet’ report is online at

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