Our performance
Progress against our five-year customer commitment.
How we're tracking
2021-22 Quarter 1 update
Following a difficult start to the year with regard to ongoing COVID 19 impacts on customers, our performance has remained strong although is currently rated as an overall Amber. This is predominately due to our inability in COVID times to meet our recycled water installation targets but is also impacted during quarterly assessments by the inability to rate a few annual KPIs.
We have seen our Customer Satisfaction rating drop slightly below target for the first time however it remains strong. Further to this is the fact that we adjusted the calculation back in 2019-20 to stop counting scores of 6 as positive, to instead only include those of seven to ten, while leaving the targets as they were initially set. The first bill for the new financial year often sees customers contact our call centres to understand the annual Parks charge and it is expected that these metrics may also be impacted by the coronavirus pandemic.
Overall our asset and associated management of the network continues to perform strongly with seven of the eight metrics meeting target and only one outside but within the tolerance band. Given the colder, wetter climate throughout the first quarter this is an encouraging result that the preventative maintenance programs are helping to keep the impact to customers from network interruptions to a minimum heading into our fourth year of the period.
We have also evolved the measure gauging our ability to inform customers of network interruptions to include all customers impacted by an incident. In the past this has only included customers whose contact details we had on hand however has been extended to continue to drive the business forward in early warnings and notifications of outages to reduce the impost to customers. While not all interruptions can be avoided through preventative maintenance, our customers have told us that the earlier they can be alerted to an incident and the more ongoing and timely information we can provide, the less they are directly impacted.
| Customer Outcome | Summary of target performance for 2021-22 - Q1 | Met |
|---|---|---|
| Get the basics right, always | Three of the four target measures have been met for the first quarter.
|
 |
| Warn me, inform me | All four of the target measures have been met for the first quarter. | |
| Fair and affordable for all | Both target measures are met for the first quarter. | |
| Make my experience better | One measure on target, one outside but within acceptable tolerance and the third outside both target and tolerance. |  |
| Support my community, protect our environment | Two of four measures outside both target and the associated tolerance bands, while one remains on track and the fourth only reportable at year end. |  |
Get the basics right, always
You told us you want safe and reliable services, now and always. At its essence, this means clean and high quality drinking water, and the safe disposal of wastewater.
Our performance for outcome one
Overall, we consider our Q1 performance for outcome 1 to be green as three of the four target measures have been met with the remaining one within the tolerance level.
Meeting safe drinking water standards
Number of incidents
|
Target |
Result |
2018-2019 |
0 | 0 |
2019-2020 |
0 | 0 |
2020-2021 |
0 | 1 |
2021-2022 - Q1 |
0 | 0 |
We have been fully compliant with Safe Drinking Water Act, however, there have been instances of E.coli detects from laboratory sampling that have been a result of contaminated sample taps and therefore deemed by the regulator as not representative of the water being supplied to customers. These false detects have resulted in a thorough inspection and overhaul of over 1,000 customer sample taps to ensure they are adequately located to minimise the opportunity for microbial contamination.
Water quality complaints
Complaints per 100 customers
|
Target |
Result |
2018-2019 |
0.18 |
0.10 |
2019-2020 |
0.18 |
0.10 |
2020-2021 |
0.18 |
0.13 |
2021-2022 - Q1 |
0.18 |
0.04 |
A project has been initiated to upgrade two of the existing chlorination sites to newer technology, bringing the chlorination into line with current best practice. This new technology has many benefits such as improved, more efficient chlorine dosing along with automated plant response and remote access to allow continuous chlorine dosing with less fluctuation commonly associated with customer taste and odour complaints.
Multiple unplanned water interruptions
Number of customers with >5 incidents
|
Target |
Result |
2018-2019 |
532 |
226 |
2019-2020 |
532 |
244 |
2020-2021 |
532 |
315 |
2021-2022 - Q1 |
532 |
273 |
A reduction in the number of water main failures in the network has resulted in a reduced number of unplanned water supply interruptions impacting customers. The reduced number of failures has been a result of cooler and wetter weather continuing from winter into spring and our ongoing targeted water main renewal program.
Multiple sewer blockages
Number of customers with 3 or more blockages
|
Target |
Result |
2018-2019 |
17 |
31 |
2019-2020 |
17 |
19 |
2020-2021 |
17 |
22 |
2021-2022 - Q1 |
17 |
22 |
We have experienced a seasonal increase in blockage numbers which is normal during this time of the year, however we continue to target properties with repeated blockages for replacement or renewal on a prioritised basis.
Warn me, inform me
You told us you want to be warned, and kept updated, about disruptions – both planned and emergency.
Our performance for outcome two
Overall we consider our performance for outcome 2 to be green as all four of the target measures have been met and continue to improve year on year.
Customers notified about unplanned water supply interruptions
Percentage of affected customers
|
Target |
Result |
2018-2019 |
68%* |
79.0%* |
2019-2020 |
72%* |
89.9%* |
2020-2021 |
76%* |
94.2%* / 72.2%~ |
2021-2022 - Q1 |
59%~ |
75.7%~ |
*Target until 2020-21, and results until 2019-20 are calculated as a % of notifiable customers (we have mobile/email details). ~We now calculate based on % of total customers affected.
We’re working hard to make sure our customers are notified in the unlikely event of an interruption to their water service. We know that early notification helps our customers take steps to prepare for the interruption which is why we have evolved this measure to now include all customers affected by a service interruption, not just those whose email or mobile details we have. This reflects the diverse range of communication channels now being used to keep our customers informed when their service is interrupted, including our website and social media channels.
Duration of unplanned water supply interruptions
Average duration (minutes)
|
Target |
Result |
2018-2019 |
88 |
82.0 |
2019-2020 |
88 |
81.6 |
2020-2021 |
88 |
81.1 |
2021-2022 - Q1 |
88 |
77.3 |
The length of time taken to repair failed water mains remains consistent with, and slightly below, last quarters repair times. Our maintenance contractors are doing a good job performing repairs in a timely manner to keep the impact to customers at a minimum.
Interruptions during busy household times
Percentage of incidents
|
Target |
Result |
2018-2019 |
27.9% |
29.9% |
2019-2020 |
27.8% |
26.4% |
2020-2021 |
27.7% |
25.9% |
2021-2022 |
27.6% |
25.4% |
The volume of repairs requiring shutdowns of the water supply system have been down this quarter with a corresponding decrease in the volume that occur within peak periods which is keeping our performance within the targets set.
Percentage of planned interruptions restored within notification period
Percentage of planned interruptions
|
Target |
Result |
2018-2019 |
98% |
99.0% |
2019-2020 |
98% |
98.8% |
2020-2021 |
98% |
98.8% |
2021-2022 - Q1 |
98% |
98.9% |
We continue to closely monitor works associated with major projects impacting our water network to ensure the work being undertaken is manageable in the proposed shutdown period.
Fair and affordable for all
You told us you expect our services to be delivered in a fair and affordable manner across our entire service region.
Our performance for outcome three
Overall we consider our performance for outcome 3 to be green as both of reportable KPIs for the first quarter are green.
The cost for us to operate per property
($) per property - metric calculation no longer in use
|
Target |
Result |
2018-2019 |
158 |
161 |
2019-2020 |
155 |
160 |
2020-2021 |
152 |
N/A |
2021-2022 |
150 |
N/A |
With a change to accounting policy that now includes costs previously capitalised in this metric, we have introduced a revised measure for the 2020-21 year to show our true performance against the targets set under the previous policy. The results previously reported for the 2018-19 and 2019-20 years have been restated to exclude these costs and more accurately reflect our performance with the targets set in the 2018 submission and does not impact customer prices during this pricing period.
The cost for us to operate per property
($) per property
|
Target |
Result |
2018-2019 |
158 |
156 |
2019-2020 |
155 |
153 |
2020-2021 |
152 |
147 |
2021-2022 |
150 |
Annual result |
We are continually adapting operations to accommodate the ongoing impacts of COVID-19 on our customers which has a direct impact on the operating cost per property. Despite this pressure costs are currently being managed within allowances and we remain within the current year targets.
Customers supported by South East Water Assist
Number of customers
|
Target |
Result |
2018-2019 |
5,310 |
5,485 |
2019-2020 |
5,575 |
6,599 |
2020-2021 |
5,854 |
5,839 |
2021-2022 - Q1 |
6,147 |
1,818 |
After marginally falling outside our target for customers entering the Assist program last year, it is encouraging to see that after the first quarter of the New Year we are on track to exceed the annual figure. Having reviewed the entry criteria for the program to ensure we are offering the right support to customers in need we are confident that we will continue to increase the amount and types of support offered throughout the year.
Customers' level of debt when entering Assist program
Average level of debt on entry
|
Target |
Result |
2018-2019 |
$875 |
$839 |
2019-2020 |
$825 |
$674 |
2020-2021 |
$800 |
$616 |
2021-2022 - Q1 |
$800 |
$650 |
Customer debt upon entry has been lower than expected, showing their affordability has dropped and needing our support. This also demonstrates that our eligibility criteria for the Assist program is trending in the right direction and our proactive outreach has successfully helped us identify customers who need support to help manage their bills. By being inclusive in our support offerings and making outbound contacts with customers with high water usage, we can ensure customers are accessing the right level of support to manage their bills and payments.
Make my experience better
You told us you want a better experience with us, every time you talk to us, see us out and about or visit us online.
Our performance for outcome four
Overall we consider our performance for outcome 4 to be amber with one measure on target, one outside but within acceptable tolerance and the third outside both target and tolerance.
Customer satisfaction rating (7 or above)
Percentage of survey responses
|
Target |
Result |
2018-2019 |
81% |
89% |
2019-2020 |
83% |
83% |
2020-2021 |
83% |
84% |
2021-2022 - Q1 |
85% |
83% |
Our Customer Contact Centre provided a greater volume of services than average (16 per cent increase) for the quarter that were primarily to support customers in understanding the Parks Charges on their bill and around water interruptions relating to water pressure. We are continuing to work on ways to improve overall customer satisfaction including alerting more people to water interruptions, frontline recruitment drives and training.
Value for money rating (7 or above)
Percentage of survey responses
|
Target |
Result |
2018-2019 |
68% |
74% |
2019-2020 |
69% |
74% |
2020-2021 |
70% |
73% |
2021-2022 - Q1 |
71% |
73% |
Our Value-for-Money scores continue to drive strong results exceeding the target and holding firm at 73 per cent for the quarter which, considering the pandemic and its’ impact on customers and affordability, is an extremely pleasing outcome.
Customer complaints
Per 100 customers
|
Target |
Result |
2018-2019 |
0.41 |
0.32 |
2019-2020 |
0.40 |
0.42 |
2020-2021 |
0.39 |
0.58 |
2021-2022 - Q1 |
0.38 |
0.15 |
Last year we rolled our new complaint definition and reporting practices out to the Customer Contact Centre, business and customer care groups. This change will result in an increase in complaints being reported in the short term, providing the basis for some customer experience improvements. We continue to reinforce the new definition in these important frontline groups, with the aim to reinvigorate the capture of complaint data for ongoing improvements.
Support my community, protect our environment
You told us you want us to support your community and protect our environment – delivering long-term water security in a way that honours the environment and ongoing liveability.
Our performance for outcome five
Overall we consider our performance for outcome 5 to be red with two of four measures outside both target and the associated tolerance bands, while one remains on track and the fourth only reportable at year end.
Total carbon emissions (tonnes of CO2)
Tonnes of CO2
|
Target |
Result |
2018-2019 |
37,385 |
38,264 |
2019-2020 |
38,049 |
32,007 |
2020-2021 |
28,969 |
35,856 |
2021-2020 |
28.609 |
Annual result |
Our final net GHG emissions for 2020-21 is 37,277 tCO2e. Although this was 29% higher than this year’s annual target, we’re on track to be net zero Scope 2 grid electricity emissions by 2022/23 and meet our regulatory pledge 2024-25 target. This year’s target was not met due to connection delays of Kiamal Solar Farm to the grid and commissioning delays at our behind-the-meter solar projects at Pakenham and Somers water recycling plants. All projects are now fully operational and will help meet future targets. We have also invested in 15,000 MWh of renewable energy a year from Cherry Tree Wind Farm, beginning this financial year. Please note the calculation of direct emissions from our treatment processes can only be done at the conclusion of each financial year so this figure is not available during the first three quarters of the reporting period.
Number of significant sewer spills (dry weather)
Number of EPA reportable spills
|
Target |
Result |
2018-2019 |
20 |
17 |
2019-2020 |
20 |
14 |
2020-2021 |
20 |
10 |
2021-2020 |
20 |
3 |
In the last quarter we have had three additional sewer spills occur, but we finished the year well below target. We are continuing to roll out sensors and perform regular maintenance in our sewer network to avoid significant sewage spills. One of our Advanced BlokAid® devices alerted us to a sewer blockage and subsequent spill into Albert Park Lake and at St Kilda West Beach. The spill and impact to customers could have been significantly larger if the sensor had not detected an issue.
Percentage of customers receiving recycled water
Percentage of customers connected in designated areas
|
Target |
Result |
2018-2019 |
46% |
44% |
2019-2020 |
46% |
58% |
2020-2021 |
65% |
59% |
2021-2020 |
78% |
59% |
Due to COVID-19 restrictions there have only been five months in the last year where we have been able to connect customers in urban areas to recycled water. Construction of all strategic recycled water connections continue as planned for 2021-22 and we believe the 77 per cent target is still on track, provided there are no excessive periods of time lost due additional COVID-19 lockdowns.
Recycled water used in designated areas
Percentage of total water supplied in designated areas
|
Target |
Result |
2018-2019 |
12% |
12% |
2019-2020 |
14% |
13% |
2020-2021 |
16% |
13% |
2021-2020 |
18% |
12% |
Demand for recycled water reduced in 2020-21 due to the wetter than average weather experienced across our service area in summer and autumn as a result of La Nina conditions. Supply of recycled water was also impacted by having fewer customers connected in urban areas than planned (see comment c) above).