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 conclusion of the third year of the 2023–28 regulatory period, we’re pleased to report 4 of our 5 outcomes remain either on track and within tolerance, or on target. While a total of six individual measures are outside of both target and tolerance, the value we committed to deliver for customers in our 2023 Price Submission remains largely on track.
Our ‘Fair and Affordable’ outcome remains red for the third year, largely due to ambitious targets for the mass roll out of digital meters and the number of customers with arrears who have taken up financial support. Despite these two measures falling outside both target and tolerance, the associated value remains strong with digitally detected network leaks more than double the annual target and customer savings realised through digital detected property leaks almost three times higher.
Financial and payment support provided to customers was nearly double target, reinforcing the impact of our proactive outreach program as well as reflecting the increasing demand across our customer base. The percentage of customers with arrears over 90 days debt who have taken up support options remains outside target, although it continues to increase year on year.
The ‘Get the basics right, always’ outcome is currently reported as amber noting that this is the result of a single non-compliance identified in June 2025, against a target of zero which reflects the importance we place on core services and the high standard of water we aim to deliver to customers. The isolated E. coli detection was our first water quality related incident since 2022-23, and swift identification and action ensured the water did not penetrate the network or impact any customers.
Dry weather sewer spills, while over target for the third consecutive year, have returned to 2023-24 levels following an increase in 2024-25. The result reflects the operational focus to minimise spills during the year. We continue to review and update operational strategies and explore opportunities to use digital sensors and technologies.
Overall, performance across 2025–26 has been strong despite significant challenges in affordability, network related factors and a significant increase in demand for our support and 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 30 June 2026 |
0 |
1 |
1 July 2024 to 30 June 2025 |
0 |
0 |
1 July 2023 to 30 June 2024 |
0 |
0 |
One isolated E. coli detection was identified at the Somers High Level Tank however due to low demand, there were no signs of penetration into the network or detection in the downstream water supply. The tank was immediately isolated, and network flushed with no repeat detections or evidence of an ongoing impact to drinking water quality or public health.
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 30 June 2026 |
<450 |
327 |
1 July 2024 to 30 June 2025 |
<450 |
137 |
1 July 2023 to 30 June 2024 |
<450 |
184 |
The higher result in 2025-26 progressively increased throughout the year due to several factors including digitally detected network leaks and an increase in leaks to valves and hydrants. Despite this increase we are pleased to have remained within target for the third consecutive year of this regulatory period.
Water saved through digital detection of network leaks
Volumes in megalitres (from network leaks)
|
Target |
Result |
1 July 2025 to 30 June 2026 |
497 |
1044 |
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 has outperformed target with a large number of leaks digitally detected in service pipes (between a water main and a property meter) that would previously have been difficult to identify and rectify.
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 30 June 2026 |
$3.5m |
$10.3m |
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 through digital detection of property leaks continues to exceed target, helping save around $6.8 million more than anticipated in 2025-26. This exceptional result reflects higher than expected customer engagement in their digital meter consumption/usage data after a leak notification which has led to shorter leak rectification times alongside strong program performance, reporting and governance.
Customers notified of unplanned water supply disruptions
As a percentage of total customers affected
|
Target |
Result |
1 July 2025 to 30 June 2026 |
79.5% |
85% |
1 July 2024 to 30 June 2025 |
79% |
80% |
1 July 2023 to 30 June 2024 |
72% |
79% |
We continue to capture and verify customer data at all touchpoints, including third parties like conveyancers and real estate agents during change of occupier requests, which enables larger numbers of customers to be notified around network 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 2025 to 30 June 2026 | 30% |
34% |
1 July 2024 to 30 June 2025 |
29.5% |
34% |
Reported annually |
N/A |
N/A |
Recruitment of participants for the annual water literacy survey was conducted through a different provider this year while the questions and underlying framework remained consistent. This allows us to access different cohorts of customers to ensure we are testing literacy as broadly as possible across our service area which returned the same result as 2024-25.
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 30 June 2026 |
41% |
33% |
| 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 due to constraints around meter supply, however we have acceleration plans in place for the remainder of the program to achieve the 2027-28 target. A further 15% of our network was upgraded over 2025-26, consistently exchanging 10,000 meters per month. In addition, we continue to see results for network and customer leaks identified through digital detection exceeding target.
Numbers of customers supported
Customers receiving financial or payment assistance
|
Target |
Result |
1 July 2025 to 30 June 2026 |
10,000 |
19,374 |
1 July 2024 to 30 June 2025 |
10,000 |
16,611 |
1 July 2023 to 30 June 2024 |
10,000 |
18,245 |
The 2025-26 year saw a significant increase in demand for financial support assistance and highlights the success of initiatives designed to promote earlier engagement, including enhanced communications, increased community outreach offering face-to-face support, and a continued focus on tailored assistance.
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 30 June 2026 | 51% | 46% |
1 July 2024 to 30 June 2025 | 49% | 43% |
1 July 2023 to 30 June 2024 | 47% | 31% |
As part of our Debt and Vulnerability strategy, two new notifications were introduced in May 2026, a pre-due date reminder and a pre-mercantile notification, to facilitate earlier customer engagement, improve awareness of available support, and reduce the likelihood of debt escalation.
While the 2025-26 result did not reach tolerance, we are encouraged by the continued increase in customers taking up support considering the ongoing cost of living challenges for some customers.
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 30 June 2026 |
61 |
49 |
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 continues the trend of year-on-year reductions reflecting our focus on enhancing self service via digital and unassisted channels, providing customers with options to resolve simple enquiries in their time, on their terms.
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 30 June 2026 |
69% |
76% |
1 June 2024 to 30 June 2025 |
68.5% |
80% |
1 June 2023 to 30 June 2024 |
68% |
77% |
Overall customer satisfaction remains above target, notwithstanding a 4% decrease during the 2025-26 year. Isolated periods of increased customer contacts and maintenance to our online portal created higher demand across our services which affected sentiment.
Billing and prices enquiries received
Requests for information relating to billing or pricing matters per 100 customers
|
Target |
Result |
1 July 2025 to 30 June 2026 |
6.4 |
10.15 |
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 was unfavourable relative to target, with a noticeable increase across March to June. A bill redesign project is underway to improve customer’s understanding of South East Water bills.
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 30 June 2026 |
69% |
90% |
1 July 2024 to 30 June 2025 |
68.5% |
79% |
1 July 2023 to 30 June 2024 |
68% |
77% |
Community Trust was 90% in 2025–26, surpassing the annual target of 69% and increasing from 2024–25. This strong result reflects the community’s confidence in our ability to provide a safe, high-quality and reliable water supply.
Net greenhouse gas emissions (tCO2e)
Net position determined including offsets purchased based on the NGERS reporting framework
|
Target |
Result |
| 1 July 2025 to June 30 2026 | 23,509 | 18,789 |
1 July 2024 to 30 June 2025 |
23,016 |
13,454 |
Reported annually |
N/A |
N/A |
Our total net greenhouse emissions reporting will be finalised in October and submitted to the Clean Energy Regulator. This figure is based on interim estimates, noting we are 100% renewable for scope 2 emissions.
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 30 June 2026 |
15 |
26 |
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. 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 2025 to 30 June 2026 | 6% |
4.9% |
| 1 July 2024 to 30 June 2025 | 5% | 5.4%  |
Reported annually |
N/A |
N/A |
Delivery of the Dingley and Western Port recycled water schemes are delayed reducing forecast supply which has been further impacted by lower than forecast growth in non-residential properties in our mandated recycled water areas. These factors have been somewhat buffered by a higher than forecast volume of recycled water usage per household in the mandated areas.
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