Reliable supplies

Investment _002Our performance commitment

We will continue maintaining those vital assets which abstract, treat and distribute water round the clock to make sure our water supplies are reliable. We will make longer-term investment in our water resources to ensure we can meet the growing demand for water and be more resilient in the face of more frequent extremes of weather.

The way we measure meeting demand for water is by assessing the overall security of our water sources and customers’ supplies. The maximum score that can be achieved is 100.

Performance measurePerformance in 2012/13Performance by 2019/20

Meeting demand for water 100 100

Average time lost per property 13 minutes < 13 minutes

Number of properties at risk of low pressure 62 60

The investment we will make

A large proportion of our investment will be in managing demand for water and delivering new water resource schemes. These are:

  • Installing 174,000 meters so that, by 2020, 90% of households have one
  • Delivering water efficiency initiatives that will save up to six million litres of water every day
  • Developing and improving two existing water treatment works at Bray in Berkshire and Barcombe in East Sussex
  • Developing six existing groundwater sources at Forest Row, Mayfield and Cowbeech in East Sussex, Kingston and Maytham Farm in Kent, and Aldershot in Hampshire


In addition, further work is required to develop new strategic water resource schemes with longer lead-in times. These schemes are:

  • Two water re-use schemes at Aylesford, Kent, and Peacehaven, East Sussex
  • A new reservoir at Broad Oak, Kent
  • Extending our existing reservoir at Arlington, East Sussex

Our promise

We will measure our performance against this outcome by tracking and measuring customers’ satisfaction with the reliability of their water supplies.

Our promiseCustomer satisfaction in 2013/14Customer satisfaction by 2019/20

Customers consider their water supply is of sufficient pressure 4.5 4.5

Customers consider the frequency and duration of supply interruptions is acceptable 4.7 4.7

Customers consider the frequency of water use restrictions is acceptable 4.1 4.1



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