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Bills bg
Bills bg
Bills

Bills

Working with our customers and partners to reduce bills.

Subsections

Lower bills Helping with bills Void sites Gap sites
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Service bg
Service

Service

Providing excellent service experience for both customer and developer.

Subsections

Customer experience Developer experience Value for money
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Community bg
Community

Community

Building better relationships with customers and communities.

Subsections

Priority Services Vulnerable customer contact Youth engagement
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Water use

Water use

Ensuring better use and maintenance of our water supply.

Subsections

Water leakages 24hr leak repair Water use and consumption Water efficiency and savings
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Water Quality

Water quality

Our customers have consistently raised, as their highest priority, drinking water quality. This finding has informed our long-term plan, Strategic Direction Statement and business plan.

Subsections

Water quality contacts Lead pipe replacements for the home Tackling water quality Event risk index Compliance Risk Index (CRI)
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Sewer Flooding

Sewer Flooding

Sewage flooding is one of the worst service failures to affect customers. Ensuring drainage services work effectively is one of our key targets.

Subsections

Flooding inside your property Flooding outside your property Flooding resilience risk North Bristol sewer scheme – Trym catchment
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Resilience

Resilience

Becoming more resilient to cope with stresses and shocks such as ageing infrastructure, climate change and extreme weather events.

Subsections

Water supply interruptions Drought restrictions Asset health: water main repairs Asset health: unplanned outages Restrictions on water use Security non SEMD outputs Asset health: sewer collapses Drainage waste water management plans Storm flooding
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Environment bg
Environment

Environment

Protection and enhancement.

Subsections

Abstraction: Mere Abstraction: Stubhampton Bathing waters Frequent spilling overflows Greenhouse gas emissions Improving natural capital Improving rivers: non-WINEP Improving rivers: WINEP Improving SSSI sites Pollution incidents Sludge disposal Treatment works compliance Delivery of WINEP WINEP requirements (Bristol (Avonmouth) STW)
Bills
Bills
Service
Service
Community
Community
Water use
Water use
Water Quality
Water quality
Sewer Flooding
Sewer Flooding
Resilience
Resilience
Environment
Environment

Developer experience

Developer_experience

Like C-MeX, our regulator Ofwat introduced a mechanism designed to incentivise water companies to provide excellent service to developers, self lay providers, new appointments and variations.

Unit of measurement

Current performance (21/22)

2025 target 

D-MeX score

 ✔ 89.65 - 2nd water and sewerage company

Upper quartile