Our performance

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

56%

The percentage of our outcome measures (9 out of 16) for which we achieved target at the mid-way point of the second year of the 2023-28 regulatory period.

Of the remaining 7, we're confident that at least 4 will recover and we'll achieve the overall target for 2023–28.

See more about our overall performance

Through our digital network, we’re alerting customers to possible leaks at their property at rates higher than we initially forecast. We believe this will only increase as our rollout of digital meters accelerates across the 2024–28 regulatory period.
The level of our payment assistance and financial support is again reaching record highs. We have plans in place to better understand from customers the barriers stopping those with outstanding bills from utilising our support options which we expect to see increase with the return of debt recovery action in the second half of this year.
The total amount of customer contacts remains below target and is an encouraging sign that we are providing clear and simple communications to customers while maintaining strong network performance, hence reducing the need to get in touch with us.

Digital meters saving water and money

Since our digital meter rollout began, we've alerted over 14,200 customers to leaks on their property.

One of the largest of its kind in the country, the rollout has saved more than 1.25 billion litres of drinking water that may have been lost had the leaks gone undetected - and customers have saved over $5.2 million.

Recycled water scheme improves water security

We're working with our partners to help secure Victoria's future water supply, with early works underway on the Dingley Recycled Water Scheme.

The scheme will bring an extra 1.8 gigalitres of recycled water to 40 sites across 4 local government authorities, including local businesses, sports facilities and parks.

Renewals promote reliability and liveability

So we can deliver high-quality, reliable services now and into the future, we're focussed on the renewal of ageing water and sewer mains. That includes in some of the busiest roads in our service area.

Like our $4 million upgrade of the 1920s-built water main along Chapel Street to support the bustling South Yarra community.

Learn more

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 to 31 December 2024	0	0

Delivering safe, high-quality drinking water to our customers is one of our key services.
While once again meeting all targets in this area, we have been working to ensure we continue to meet this through increased monitoring and sampling.
Drone inspections are one way we’re evolving and have been utilised to ensure storage tank integrity is maintained to avoid any public health risk.

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 to 31 December 2024	<450	219

Despite an increase in the number of unplanned disruptions compared to the same time last year, we have achieved a result under target.
This is due to our proactive renewals of water and sewer mains, which see us continue to target assets in poor condition and with a history of multiple failures before they impact customers or the environment.
Even with this year being considerably drier, we are still tracking positively compared to the annual target.

Water saved through digital detection of network leaks

Volumes in megalitres (from network leaks)

	Target	Result
1 July to 31 December 2024	461	158

Having established and finalised our network leaks methodology during the 2023-24 year we continue to fine tune our response and handling of early detected leaks, with 134 of the leaks detected so far this year repaired to date.
This midyear result is on target to pass our minimum tolerance band however currently projected to be slightly below target.

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 to 31 December 2024	$2.8	$1.6

We are pleased to report a midyear result higher than half of the annual target following a strong result in the 2023-24 year.
This reinforces the value customers are receiving through early detection and notification of leaks historically only identified at the next quarterly billing cycle.

Customers notified of unplanned water supply disruptions

As a percentage of total customers affected

	Target	Result
1 July to 31 December 2024	79%	81%

We’re proud to once again over perform in this area by delivering early and timely notification to customer affected by unplanned water supply interruptions.
Work continues to ensure we notify as many customers as possible with a series of updates and enhancements currently underway on both the website and customer portal.

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 to 31 December 2024	-	N/A Reported annually

This measure is currently only reported on an annual basis. Work continues to explore ways to track the water knowledge of our customers on an ongoing basis.
While the May 2024 result of 35% was above the target of 29% in 2023-24, we will wait for a second round of results and surveying to be completed before reviewing the target with customers.

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 to 31 December 2024	34%	12.1%

While the roll out of digital meters remains behind that initially proposed in 2023, we remain confident of meeting the 2028 target and remain on track with revised internal volumes.
Importantly the customer and network benefits remain on-track despite the lower number of meters exchanged to date, with both expected to exceed target.

Numbers of customers supported

Customers receiving financial or payment assistance

	Target	Result
1 July to 31 December 2024	10,000	9,274

While both the number of customers in debt and level of debt continue to grow, reflecting the cost of living pressures facing households, we are proud that we have supported more customers than originally anticipated with an annual target of 10,000.
With demand for support services expected to continue, we remain committed to assisting all those in need and will continue with community outreach and programs already scheduled.

Customers with outstanding bills who have received financial or payment assistance

Percentage of customers with arrears older than 90 days who have received support

	Target	Result
1 July to 31 December 2024	49%	27.9%

As noted in July 2024, there has been a reduced incentive for some customers to engage with financial or payment assistance during a pause in debt recovery following the coronavirus pandemic.
We are currently updating all customer correspondence and messaging ahead of a resumption of collection activity to ensure the messages are clear, concise and appropriate to encourage customers with arrears to work towards a solution with us through utilisation of our support offerings.

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 to 31 December 2024	62	30

The positive year-to-date result is encouraging and reflects efforts made to reduce service disruptions, provide clearer and simpler billing, and sending more targeted and customer friendly communications, but we understand that reducing contacts is only half the story.
It is important that we make ourselves available for customers to reach us via multiple avenues when circumstances arise which is why we continue to improve ways our customers can complete transactions quickly and easily via online channels, avoiding the need to contact us directly.

Customer satisfaction with South East Water

Overall satisfaction based on scores of 7 and above in post interaction customer surveys

	Target	Result
1 July to 31 December 2024	68.5%	86%

Our support and outreach programs are continuing to have a positive impact on our customers’ experience. This is reflected in a 3% increase in customer satisfaction when compared to the same time last year.
Over the past year we have expanded the type of customer interactions we capture feedback on to include interactions with our collections and affordability, customer resolutions, and customer care teams. These channels were expected to have an initial impact on the result and were behind the reduced targets from previous years as we better understand how we can support customers on these individual journeys.

Billing and prices enquiries received

Requests for information relating to billing or pricing matters per 100 customers

	Target	Result
1 July to 31 December 2024	6.6	3.2

The midyear result is favourable however we remain aware that a large number of billing enquiries come as a result of increased usage throughout the summer period when rainfall volumes are historically lower.

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 to 31 December 2024	68.5%	74%

Trust from our customers remains well above target. This likely reflects the positive response to our community strategy in action. This includes:

Our award-winning Community Grants program, and
Our ability to draw upon our strong relationships with local government and community partners, promoting openness and reducing impact in the event of a sewer spill.

However, the level of trust in the community has dropped 3% in the past year which we will work to understand further.

Net greenhouse gas emissions (tCO2e)

Net position determined including offsets purchased based on the NGERS reporting framework

	Target	Result
1 July to 31 December 2024	-	N/A Reported annually

This result is currently only reported annually.
In 2023-24, the result of 21,042 outperformed our target. Current estimates indicate that we will achieve our 2024–25 target of 23,016 and remain on track to reach our stretch target of net zero emissions by 2028 (as captured in our 2028 corporate strategy).

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 to 31 December 2024	15	24

Unfortunately, five spills in the first half of this year have come from 3^rd party damage to our network further stretching a less than favourable result.
Work is underway to investigate, understand and rectify this unexpected increase in dry weather spills across the network.

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 to 31 December 2024	-	N/A Reported annually

This result is currently only reported annually. In 2023-24, 4.7% of water provided to customers was alternative water, exceeding our target of 4.5%. The target has increased to 5% in 2024-25.
Alternative water volumes provided to customers is heavily dependent on weather conditions, especially through the summer months where demand for alternative water is generally higher and can be impacted by increased rainfall, so this result is currently only provided annually in July.

Related information

If this isn’t what you were looking for, see the following links for more information:

New digital meters

Seeing a leak? Let us know!

PropertyConnect

Climate change

Community Grants