How we're tracking

In the 2019-20 financial year, we delivered well against the commitments made to our customers. Overall we achieved the targets sets against our outcomes, with only one falling below target, but still within our tolerance bands.

We reported significant improvements in the delivery of high quality water, timely notification of system outages and ongoing customer trust and satisfaction ratings. We delivered especially well against our environment commitments with a record low result for our Scope 1 tCO2-e emissions.

Our operating cost per property fell outside our tolerance bands for the first time as a result of lower than expected growth in properties and costs associated with responding to coronavirus (COVID-19) however at the time of publishing this is still an interim figure. 

You can also see how the Essential Services Commission is tracking our progress – and find out how we compare to other water utilities​, too.  

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.

Green tick icon
Our performance for outcome one

Overall we consider this to be met as we've achieved three of the target measures. 

Meeting safe drinking water standards

Number of incidents

2018-19

2019-20

2020-21 (year to date)

Target

0.00    

0.00    

0.00    

Result

0.00 Green tick icon

0.00 Green tick icon

0.00 Green tick icon

Water quality complaints

Complaints per 100 customers

2018-19

2019-20

2020-21 (year to date)

Target

0.18    

0.18    

0.18    

Result

0.10 Green tick icon

0.10 Green tick icon

0.10 Green tick icon


We're focused on water quality and proud to have delivered consistently strong results throughout the year. Our consistent results provide comfort that our procedures and processes in place are adequate to ensure this trend continues in coming years.

Multiple unplanned water interruptions

Number of customers with >5 incidents

2018-19

2019-20

2020-21 (year to date)

Target

532    

532    

532    

Result

226 Green tick icon

244 Green tick icon

133 Green tick icon


Our Water Reliability Plan helps us avoid excessive service interruptions. It achieves this through rigorous assessments and takes into consideration emergency and preventative maintenance and asset renewals including renewal of an average of 35 kilometres of water mains each year.  This indicator is also subject to variance due to weather and rainfall and associated impact on ground movement on bursts and leaks of water mains causing unplanned water supply interruptions.

Multiple sewer blockages

Number of incidents with >2 incidents

2018-19

2019-20

2020-21 (year to date)

Target

17   

17    

17    

Result

31 Amber line icon

19 Amber line icon

19 Amber line icon


We’ve enhanced reporting to better understand causes, blockage reoccurrence frequencies, contractor field performance, and management tracking of corrective actions. This has been supported by initiatives including increased CCTV inspections; undertaking corrective actions such as dig out repairs, patches, renewals or additional cleaning and customer education on waste disposal. A no-dig sewer repair panel has also been established with innovative contracting partners. These undertakings did incur additional cost however have seen significant improvement so we are working towards fine-tuning the balance over the coming year(s). 

Warn me, inform me

You told us you want to be warned, and kept updated, about disruptions – both planned and emergency.

Green tick icon
Our performance for outcome two

Overall we consider this to be met as we have achieved all four of the target measures.

Customers notified about unplanned water supply interruptions

Percentage of affected customers

2018-19

2019-20

2020-21 (year to date)

Target

N/A    

N/A    

58.00    

Result

54.98  

59.82  

70.50 Green tick icon


We’re focused on letting our customers know about interruptions to their water supply as soon as possible by pre-notifying customers about emergency works and providing them with the opportunity to fill up water for use while we carry out our works. We implemented a system change to optimise customer records enabling us to send more proactive notifications.

Duration of unplanned water supply interruptions

Average duration (minutes)

2018-19

2019-20

2020-21 (year to date)

Target

88    

88    

88    

Result

82 Green tick icon

82 Green tick icon

81.6 Green tick icon


Shorter duration tasks including repairs to hydrants, fireplugs and property service pipes reflected 49 per cent of works during 2019-20 which contributed to the reduction in the average outage duration. Efficiencies identified with regards to the repair of water mains produced a three-minute reduction on average during the year, which also impacted the final year result.

Interruptions during busy household times

Percentage of incidents

2018-19

2019-20

2020-21 (year to date)

Target

27.9    

27.8    

27.7    

Result

27.9 Green tick icon

26.4 Green tick icon

26.1 Green tick icon


We also reduced interruptions during peak hour as part of our commitment to reducing the impact on our customers at times when water matters most to them.

Planned water interruptions restored within estimated time

Percentage of planned interruptions

2018-19

2019-20

2020-21 (year to date)

Target

98   

98    

98    

Result

99 Green tick icon

98.8 Green tick icon

99 Green tick icon


A combination of strong planning and scheduling, quality data and close relationships with our contractors allowed us to complete our planned works on schedule and keep the water flowing with as little disruption to customers and community as possible.

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.

Amber line icon
Our performance for outcome three

Overall we consider our rating to be amber as two out of the three target measures have been met, and one was not within the tolerance band.

The cost for us to operate per property

($) per property

2018-19

2019-20

2020-21 (year to date)

Target

158    

155    

152

Result

161.43 Amber line icon

160.35 Red cross icon

Annual metric


While this is only an interim figure due to reporting timelines, the operating cost per property result is above target and falls just outside our tolerance band for the first time during this regulatory period, (by less than one per cent). Lower growth in our customer numbers against forecast coupled with significant costs related to our coronavirus (COVID-19) response and the support we provided our customers were the main factors behind the higher than forecast result.

Customers supported by South East Water Assist

Number of customers

2018-19

2019-20

2020-21 (year to date)

Target

5.310    

5,575    

5,854    

Result

5,485 Green tick icon

6,599 Green tick icon

Annual metric


Our Customer Care team have achieved results consistently ahead of monthly projections through a new proactive outreach program and increased awareness of our support options. Our Customer Care team are coming up with new and different ways to provide and promote awareness of our support options which has also aided in referrals for support from financial counsellors, micro contact centres around the business and Priority Plumbing. Customers assisted also surged towards the latter half of the year due to coronavirus (COVID-19) impacts on our customers.

Customers' level of debt when entering Assist program

($)

2018-19

2019-20

2020-21 (year to date)

Target

875    

825    

800  

Result

839 Green tick icon

674 Green tick icon

570 Green tick icon


Our proactive outreach activities focussed on identifying and offering support to our customers before falling into larger debts which is demonstrated in a lower average level of debt upon entry to our program. Quarter three and four bills were also accompanied with information around our support options which resulted in many customers advising us of payment difficulties as a result of the pandemic before they fell behind in 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.

Green tick icon
Our performance for outcome four

Overall we consider this to be met as we achieved two out of the three targets and the one not achieved is within the tolerance band. 

Customer satisfaction rating (7 or above)

% of survey responses

2018-19

2019-20

2020-21 (year to date)

Target

81  

83  

83  

Result

89 Green tick icon

83 Green tick icon

86 Green tick icon


This year we raised the bar for customer satisfaction, value and trust ratings by lifting our measure of ‘positive’ from six or above to seven or above. We’re confident this change will drive continuous improvement in behaviour to continually improve our service to our customers. 

Value for money rating (7 or above)

% of survey responses

2018-19

2019-20

2020-21 (year to date)

Target

68    

69    

70   

Result

74 Green tick icon

74 Green tick icon

74 Green tick icon


As mentioned above, this measure has seen a change in how we score, however remains positive when compared to original targets. The value of what we deliver has been the focus of communications to customers in bill banners throughout the year along with an increase in social media messaging and other campaigns.

Customer complaints

Per 100 customers

2018-19

2019-20

2020-21 (year to date)

Target

0.41    

0.40    

0.39    

Result

0.32 Green tick icon

0.42 Amber line icon

0.17 Amber line icon


During the year we redefined what a complaint means to our business and the way we monitor and manage them so that we can identify more opportunities to improve our processes and provide a better customer experience. The increased complaint volume this year reflects this new approach, which we had anticipated based on previously uncaptured interactions with our customers.

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.

Green tick icon
Our performance for outcome five

Overall we consider this to be met as we achieved three out of the four target measures and one within the tolerance band. 

Total carbon emissions (tonnes of CO2)

Tonnes of CO2

2018-19

2019-20

2020-21 (year to date)

Target

37,385    

38,049    

28,969   

Result

38,264 Amber line icon

32,007 Green tick icon

Annual metric


We measured our emissions for 2019-20 at 32,007 tCO2-e, based on estimated Scope 1 emissions.  We'll update this as data becomes available, which can take several months to compile due to the nature of calculating emissions from different water recycling plant processes.

Number of reportable sewer spills

Number of spills

2018-19

2019-20

2020-21 (year to date)

Target

20    

20    

20    

Result

17 Green tick icon

14 Green tick icon

Green tick icon


The positive result achieved around EPA reportable sewer spills this year is very encouraging with the extreme variety of climate conditions experienced over the past twelve months. Extremely dry ground conditions, for the most part, were inundated with rainfall for the first four months of 2020 which gives our ongoing maintenance and renewal programs confidence that we have the right processes in place.

Percentage of customers receiving recycled water

% of customers connected in designated areas

2018-19

2019-20

2020-21 (year to date)

Target

46    

46    

65    

Result

44 Green tick icon

58 Green tick icon

58 Green tick icon


We commissioned a number of strategic links across the recycled water network, including between the Eastern Irrigation Scheme and our recycled water network at Thomson’s Road in Clyde North, which enabled us to provide recycled water through our purple pipe network to customers who were previously receiving potable water. Our developer partners also installed a large number of new recycled water assets in line with their development plans which contributed to the significant increase this year.

Recycled water used in designated areas

% of total water supplied in designated areas

2018-19

2019-20

2020-21 (year to date)

Target

12   

14    

16  

Result

12 Green tick icon

13 Amber line icon

12 Amber line icon


We connected a significant number of new properties to the recycled water network during 2019-20, however outages at both the Eastern and Pakenham Treatment Plants limited the amount of Class A recycled water available to be supplied in some greenfield areas.

Our five-year customer commitment

We’re proud to be supporting you with reliable services and stable pricing as we deliver against the areas you told us you value the most.

Our service guarantees

We’re so committed to good service, we’ll give you a rebate in your next bill if we don't deliver to our high standards.