Our 5-year customer commitment
Helping you save water and money
Scaling up our digital water meter and sensor rollout, providing more customers with timely visibility of your water use, including spikes in usage that may be caused by leaks, before they impact your bill.
New measures around detection of leaks, water savings and digital meters we’ve installed.
Simpler, more transparent bills so that when you turn your tap off, you'll see more of a difference in the cost of your bill.
Thanks for helping to shape our future
Our priority activity |
Targets and measures |
---|---|
Digital water meter and sensor rollout*
Upgrading our organisation’s IT systems to make sure they speak seamlessly to each other and we’re better able to action the data generated by our digital rollout.
Changing our pricing and charges to make bills simpler and more transparent. |
Total volume of water saved through digital detection of network leaks (ML)*
Customer savings realised through repair of digital meter-detected property leaks*
Percentage of existing properties upgraded to a digital meter*
Water literacy of South East Water customers (captured via survey responses to a series of industry indicators)* |
Safe and reliable services
- Extra investment in smart tools to alert customers and us of any out-of-the-ordinary water use, resulting in fewer unplanned service disruptions or leaks – and more notice if they do happen.
- Upgrading and replacing assets at risk of failure to make spills and bursts less likely.
- Meeting our compliance obligations, including environmental and drinking water standards.
- Tightened measures and targets related to unplanned service disruptions, and expanded and new targets for water, sewerage and water quality disruptions.
Our priority activity |
Targets and measures |
---|---|
Digital water meter and sensor rollout*
Increased investment in water quality
Updating assets and expanding capacity through:
|
Overall customer satisfaction with South East Water (scores of 7 and above in customer surveys)*
Total number of inbound contacts received per 100 customers (calls, portal, web and email enquiries)*
Number of enquiries relating to the explanation of charges (per 100 customers)* |
More support when you need it
- More customers eligible for help, with more financial support available you if experience hardship
- Extra support if your debt has become difficult to manage.
- Using data to help identify customers whose bills has increased significantly since their last bill, and reaching out and offering extra help to those who need it.
Our priority activity |
Targets and measures |
---|---|
Expanding our safety net so more customers are eligible.
Increased investment each year to support customers experiencing hardship (through a range of grants, allowances and credits)
Investing more in smart tools and using data to identify those who may need our help to reduce bill shock and their need for longer-term help. |
Total volume of water saved through digital detection of network leaks (ML)*
Customer savings realised through repair of digital meter-detected property leaks*
Percentage of existing properties upgraded to a digital meter*
Water literacy of South East Water customers (captured via survey responses to a series of industry indicators)* |
More choice, a better experience
- More choice in how you interact with us, including more and improved self-service options
- Using data to make sure each touchpoint we have with you is consistent and joined up, to help us build a better picture of you and what you need.
- New measures around inbound customer contact reflect our commitment to more customers finding what you need from our self-service channels at a time that suits you.
Our priority activity |
Targets and measures |
---|---|
Investing more in smart tools and using improved data to build a better picture of you and what you need.
Improving our self-service options to give you more choice in how you interact with us. |
Overall customer satisfaction with South East Water (scores of 7 and above in customer surveys)*
Total number of inbound contacts received per 100 customers (calls, portal, web and email enquiries)*
Number of enquiries relating to the explanation of charges (per 100 customers)* |
Acting now to secure our future
- Acknowledging the responsibility we have to our customers, community and environment – and the impact of what we do now, into the future.
- Continuing to focus on our commitment to reduce emissions, address impact of climate change and reconsider waste.
- Increasing the amount of recycled water we can generate, to secure our drinking water supply.
- Increasing capacity to address population growth in the south-east.
Our priority activity |
Targets and measures |
---|---|
Increased investment to work with and learn from Traditional Owners about their connection with land and water.
Continuing to focus on our commitment to net zero emissions by 2030.
Investment to deliver on our Climate Adapt Action Plan.
Expanding supply of Class A recycled water:
Upgrading wastewater treatment and resource recovery in the south-east:
|
Overall community trust in South East Water (scores of 7 and above in customer surveys)*
Alternative water as a percentage of total water supplied to all customers*
Total net greenhouse gas emissions (tCO2e)* |
*We’ll report back 6-monthly on our progress against our 2023-28 measures, targets and major projects here on our website and via socials.
Our guaranteed service levels for 2023–28