In August 2016, we were pleased to announce a performance improvement to 94.71% for the Water UK Developer Services Standards, which was up from 42% the previous year.
After 18 months of continued improvement, we are disappointed to report that our Q2 performance for this year now stands at 87%.
Our teams will continue to listen and learn from our customers to see how we can improve our service to them and we are confident that we will soon be back on track to increasing our performance, which will be reflected in the next performance report.
The Water UK Services Standards for Q1 2016/17 have been published and we are pleased to announce another improvement in our performance to 94.71%.
Over the last 12 months, we have strived to meet the commitment we made to our customers to improve our performance from 42% at the end of Q1 2015/16.
We speak to many of our customers daily and really appreciate the feedback they give us. We will continue to learn from our customers and make every effort to keep improving our services, which will be reflected in the next performance report.
The performance figures are on the Water UK website at:
The Water UK Developer Services Standards for Q3 2015/16 has been published and we are pleased to announce another improvement in our performance to 74% compliance.
During Q3 we achieved our goal of clearing backlogs, particularly in s45 connections, which allowed us to improve our service to customers and meet the Water UK Levels of Service (LoS).
In December we updated our website to make finding information much easier for our customers. There are links to information about our processes, timescales and applications forms.
We continue to learn from our customers’ feedback on what we can do better and we believe this will be reflected in our Q4 performance due to be published in April 2016, when we expect to see another improvement in our LoS.
In July 2015 we highlighted the plans we had to improve our service to customers and we said we would provide an update.
We have reviewed our connections process and we are making improvements. We are also looking to engage further with our customers as we want to improve our customers’ experience of working with Affinity Water and the service we provide.
We can report an improvement in our performance for Q2 to 66% compliance.
This has been achieved by processing applications and issuing quotations within the Levels of Service timescales. We are still working to refine this process and we are listening to customer feedback on how we can improve our service, which includes better communication and clearer information for customers.
Changes to our website are being finalised to make the information clearer and easier to find. We are planning to launch this by the end of November.
We are working hard to clear a backlog of installations, with additional construction teams joining us every month.
Q3 is an exciting period for us as we look to build on the improvements we have made in Q2 and look forward to reporting another improvement in our performance in January 2016.
The performance figures will be updated quarterly on the Water UK website at: www.water.org.uk/developer-services
Affinity Water’s performance against the Water UK Developer Services Standards published by Water UK for Q1 of 2015/16 is disappointing and we would like to say sorry for not meeting the standards expected of us.
We know that we need to do better and a recovery plan has been in place since May 2015 to improve our service.
We have increased resource levels across our customer contact, administration and construction teams. We have successfully reduced customer call-waiting times and we are working hard to clear outstanding customer quotations and complete installations, though this is impacting on our overall measured performance.
Every effort is being made to deliver new schemes applications and call-offs within Water UK Levels of Service.
We are also developing a longer term strategy to improve our customer experience. We are working to make our Developer Services experience easier to understand for customers through our website and one-to-one interaction with our teams.
We will provide information on how these plans are developing when the Water UK Standards are published for Q2 in October 2015.