Our performance
How we're tracking against the commitments we've made to you.
We’re committed to delivering healthy water for life for our customers, community and environment, now and into the future.
To help us do that, we make 5-yearly commitments and set targets to measure our progress.
Our customers helped shape our commitments for 2023–28. From our priority activities, through to our prices and services, what you told us about what matters most to you helped shape our future.
We report back 6-monthly to let you (and our regulator, the Essential Services Commission) know how we’re tracking against these.
Performance snapshot
Business comments
At the midway point of the third year of the 2023–28 regulatory period, we’re pleased to report 4 of our 5 outcomes are on track. We continue to deliver the commitments and value set out in our 2023 Price Submission.
Only 3 individual measures are currently outside target.
The recommencement of escalated recovery action continues to improve engagement with customers experiencing high debt, allowing us to provide support relative to their circumstances. While the percentage of customers with arrears over 90 days debt who have taken up support options remains outside target, uptake continues to increase. We’ve already exceeded the annual target for total number of customers supported.
Our digital meter rollout has progressed slower than anticipated when reprofiled last year. Despite this, the program continues to deliver strong benefits to our customers with the total value of both water saved and customer savings continuing to exceed expectation. Digital detected network leaks have saved more than half of the annual target of water while customers have already seen approximately $700,000 more than the annual target saved through digital detected property leaks.
Dry weather sewer spills remain within target. However, while significantly lower than 2024–25, we’re again at risk of exceeding the annual target. This remains a focus area. We continue to review and update operational strategies and explore opportunities to use digital sensors and technologies.
Overall, performance across the first 6 months of 2025–26 has been strong in water quality and customer sentiment. We’re seeing improved outcomes from the digital meter program and have provided financial and payment assistance to a record number of customers, while maintaining reliable water and sewer services.
Service Standards Performance
How our projects are tracking
Project name |
Status |
On schedule |
|
Hanna Street Capacity UPgrade (Stage 2) |
On schedule |
South East Regional Bio- Factory (Stage 1) |
On schedule |
On schedule |
|
On schedule |
|
On schedule |
|
Deferred |
|
Delayed |
|
On schedule |
|
Lang Lang Water Recycling Plant |
On schedule |
Performance against our targets
(1 July 2025 to 31 December 2025)
Get the basics right, always
You told us you want to be better informed about disruptions, including improved visibility of leaks on your premises and timely warnings when there are wider network disruptions.
Meet safe drinking water standards
Number of non-compliances to the Safe Drinking Water Act (sampling and water audit)
|
Target |
Result |
1 July 2025 to 31 December 2025 |
0 |
0 |
1 July 2024 to 30 June 2025 |
0 |
0 |
1 July 2023 to 30 June 2024 |
0 |
0 |
Our extensive water sampling and audit program hasn’t identified any non-compliances with the drinking water standards in the first half of the 2025–26 year.
Multiple unplanned disruptions water, sewer and water quality
Customers experiencing more than 5 unplanned disruptions in a rolling 12-month period
|
Target |
Result |
1 July 2025 to 31 December 2025 |
<450 |
273 |
1 July 2024 to 30 June 2025 |
<450 |
137 |
1 July 2023 to 30 June 2024 |
<450 |
184 |
The total number of customers experiencing more than 5 disruptions to their services remains well within target at the midway point of the 2025–26. The ongoing work our crews do in maintaining our service quality underpins this result.
Water saved through digital detection of network leaks
Volumes in megalitres (from network leaks)
|
Target |
Result |
1 July 2025 to 31 Decemmber 2025 |
497 |
262 |
1 July 2024 to 30 June 2025 |
298 |
396 |
1 July 2023 to 30 June 2024 |
0 |
140 |
The volume of water saved through digital detection of network leaks is slightly higher than half the annual target at the midway point of the year. We’re confident this trend will continue as we install more digital meters across our service area through our planned mass rollout.
Warn me, inform me
You told us it’s critical that the services we provide are safe and reliable. It’s important that we maintain and improve our current high levels of service and continue our innovative approach.
Customer savings through repair of property leaks detected by digital meters
Dollars in millions
|
Target |
Result |
1 July 2025 to 31 Decemeber 2025 |
$3.5m |
$4.2m |
1 July 2024 to 30 June 2025 |
$2.9m |
$3.9m |
July 2023 to 30 June 2024 |
$1.1m |
$2.9m |
We’re pleased to report savings realised by customers continue to exceed targets following the strong result in 2024–25. At the midway point we have helped customers save around $700k more than the full year target with further savings expected over the remaining 6 months.
Customers notified of unplanned water supply disruptions
As a percentage of total customers affected
|
Target |
Result |
1 July 2025 to 31 December 2025 |
79.5% |
80% |
1 July 2024 to 30 June 2025 |
79% |
80% |
1 July 2023 to 30 June 2024 |
72% |
79% |
We remain on target for the number of customers we provide advance warning and ongoing updates to around water supply interruptions.
Water knowledge of South East Water customers
Overall percentage based on 9 or more correct responses to 11 water literacy statements
|
Target |
Result |
| 1 July 2024 to 30 June 2025 | 29.5% |
34% |
1 July 2023 to 30 June 2024 |
29% |
35% |
Reported annually |
N/A |
N/A |
We currently report the water literacy of our service area annually and is therefore not included or considered in the mid-year results.
Fair and affordable for all
As a provider of essential services, you expect those services and charges to be fair and affordable for everyone. You want us to continue to provide support for those in need, and to tailor this support as circumstances change.
Roll out of digital water meters
Percentage of existing properties upgraded
|
Target |
Result |
1 July 2025 to 31 December 2025 |
41% |
25% |
| 1 July 2024 to 30 June 2025 | 19% | 18%  |
1 July 2023 to 30 June 2024 |
17% |
10.6% |
Progress against the reprofiled digital meter rollout targets has been slower than anticipated over the first 6 months, however, has seen a further 7% of our network upgraded and 10,000 meters exchanged per month.
In addition, we’re tracking above forecast for the annual target of network leak savings and have already saved more than the annual target for customers through property leak detection and early notifications.
Numbers of customers supported
Customers receiving financial or payment assistance
|
Target |
Result |
1 July 2025 to 31 December 2025 |
10,000 |
10,989 |
1 July 2024 to 30 June 2025 |
10,000 |
16,611 |
1 July 2023 to 30 June 2024 |
10,000 |
18,245 |
We’re pleased to have already provided support to more customers than we originally forecast for the entire 2025-26 year, reinforcing our ongoing focus on customers that require additional help and support.
Customers with outstanding bills who have taken-up financial or payment assistance
Percentage of customers with arrears older than 90 days who have taken-up support
|
Target |
Result |
1 July 2025 to 31 December 2025 |
51% |
45% |
1 July 2024 to 30 June 2025 |
49% |
43% |
1 July 2023 to 30 June 2024 |
47% |
31% |
The recommencement of escalated recovery action including the use of restriction devices remains the single largest driver for the increase in customers that have chosen to ‘take up’ financial or payment support.
While the mid-year result remains below the annual target, we remain positive that our performance can continue to improve through the next 6 months in the hope of reaching the tolerance band for the first time.
Make my experience better
You want an easier experience when dealing with us and, whether by digital or traditional means, one that allows you choice.
Total inbound customer contacts
Calls, portal, web and email enquiries per 100 customers
|
Target |
Result |
1 July 2025 to 31 December 2025 |
61 |
21 |
1 July 2024 to 30 June 2025 |
62 |
58 |
1 July 2023 to 30 June 2024 |
63 |
62 |
The total number of contacts per 100 customers is on track to see another year of overall reduction and remain well within target. We continue to research and invest in enhancements to our self-serve and digital channels providing customers the option to complete common tasks 24 hours a day.
Customer satisfaction with South East Water
Overall satisfaction based on scores of 7 and above in post interaction customer surveys
|
Target |
Result |
1 June 2025 to 31 December 2025 |
69% |
78% |
1 June 2024 to 30 June 2025 |
68.5% |
80% |
1 June 2023 to 30 June 2024 |
68% |
77% |
Customer satisfaction with South East Water, while below the same time last year, remains within target and on track to achieve the year-end result. The resumption of escalated debt recovery has likely attributed to the slight reduction on last year and continues to increase in volume into the new year.
Billing and prices enquiries received
Requests for information relating to billing or pricing matters per 100 customers
|
Target |
Result |
1 July 2025 to 31 December 2025 |
6.4 |
4.24 |
1 July 2024 to 30 June 2025 |
6.6 |
5.2 |
1 July 2023 to 30 June 2024 |
6.8 |
5.5 |
The number of customers making contact to discuss matters relating to charges for our services remains within target at the halfway point of the year.
This is slightly above half of the annual target. We remain positive that this will achieve target with the annual price changes and communications historically impacting throughout the first quarter of each new year.
Support my community, protect our environment
You trust us to ensure long-term water security, minimise our impact on the environment and support our community.
Community trust in South East Water
Overall trust based on scores of 7 and above from Brandtracker surveys
|
Target |
Result |
1 July 2025 to 31 December 2025 |
69% |
89% |
1 July 2024 to 30 June 2025 |
68.5% |
79% |
1 July 2023 to 30 June 2024 |
68% |
77% |
Our community trust measure is sitting well above target and ten per cent higher than the 2024-25 end of year result which is encouraging.
Net greenhouse gas emissions (tCO2e)
Net position determined including offsets purchased based on the NGERS reporting framework
|
Target |
Result |
1 July 2024 to 30 June 2025 |
23,016 |
13,454 |
1 July 2023 to 30 June 2024 |
28,439 |
21,042 |
Reported annually |
N/A |
N/A |
Our total net greenhouse emissions reporting is finalised in October each year and therefore we haven’t included or considered these figures in this mid-year assessment and report.
Number of reportable dry weather sewer spills
Spills occurring in our sewerage network during dry weather that are required to be reported to the EPA
|
Target |
Result |
1 July 2025 to 31 December 2025 |
15 |
14 |
1 July 2024 to 30 June 2025 |
15 |
44 |
1 July 2023 to 30 June 2024 |
15 |
24 |
Dry weather sewer spills have stabilised following a spike in 2024-25.While within the annual target, they remain higher than planned. Work continues to identify and implement improvement opportunities and operational responses.
Alternative water supplied to all customers
Recycled, stormwater and other IWM sources of non-potable water provided to customers as a percentage of total water supplied
|
Target |
Result |
1 July 2024 to 30 June 2025 |
5% |
5.4% |
| 1 July 2023 to 30 June 2024 | 4.5% | 4.7%  |
Reported annually |
N/A |
N/A |
We report alternative water annually, so we haven’t included or considered it in this mid-year assessment and report.
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