Key performance
Key performance
| Target area | Target 2009/10 | Performance 2009/10 | Target achieved? | Target 2010/11 |
|---|
| Corporate responsibility programme | |
|---|
| Business in the Community Corporate Responsibility Index | Platinum (>95%) | Platinum (95.2%) | ✓ | Platinum |
| Customers | |
|---|
| Drinking water quality compliance at customers' taps | 99.9% | 99.98% | ✓ | 99.97% |
| Customer Satisfaction Survey (out of 5) | 4.42 | 4.35 | ✗ | New measure (see row below) |
| New measure for customer satisfaction: Service Incentive Mechanism quantitative score | N/A | N/A | N/A | 228.58 |
| Water resources | |
|---|
| Leakage | 685 Ml/d | 670 Ml/d | ✓ | 674 Ml/d |
| Maintaining security of supply – Security of Supply Index | 85 | 100 | ✓ | 100 |
| Wastewater | |
|---|
| Serious or significant pollution incidents | Zero | 7 | ✗ | Zero * |
| Sewage treatment works compliance against Water Resources Act look up table consents | 100% | 100% | ✓ | 99.83% ** |
| Properties alleviated from external and internal sewer flooding due to hydraulic incapacity – 2005-2010 | 5561 | 5600 | ✓ | New measure (see row below) |
| New measure: Net reduction in properties at risk of internal sewer flooding (2-in-10-years and 1-in-10-years risk registers) | N/A | N/A | N/A | 497 by 2015 |
| Climate change and energy | |
|---|
| Reduce our carbon emissions by 20% by 2015 compared to 1990 levels | N/A | 0.75 mtC02e | On track (0.85 mtC02e in 2008/09) | Reduce our carbon emissions by 20% by 2015 compared to 1990 levels |
| Renewable energy - renewable electricity generation | 204 GWh | 187 GWh | ✗ | 197 GWh |
| Finance | |
|---|
| Total operating costs | Not published | £723.2m | N/A | Not published |
| Our wider responsibilities | |
|---|
| Health and safety - number of accidents per 1,000 employees | 6.55 | 5.91 | ✓ | Zero (5.37 2010/11 milestone)*** |
| Employee engagement – Gallup Q12 methodology Grand Mean | 3.51 | 3.67 | ✓ | 3.61 |
| Employee volunteering – employees volunteering in schools, the community or charities | 15% | 13% | ✗ | 15% |
| Sites of Special Scientific Interest (SSSI) in favourable and unfavourable recovering condition | 95% | 99.98% | ✓ | 95% |
| Suppliers, contractors and service providers' invoices paid according to agreed terms and conditions (+3/-3 day tolerance) | 85% | 75.9% | ✗ | 85% |
* We ultimately aim for zero pollution incidents.
** This is our regulatory target, agreed with Ofwat, but we aim to retain our 100-per-cent compliance.
*** We ultimately aim for zero accidents.
For full details of all our CR performance,
please download the attached table.
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