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
More about our overall performance
In a year with below average rainfall and ongoing cost of living pressures, we’re pleased to have delivered against 13 of 16 commitments made to customers in the 2023–28 pricing submission, with two currently outside target showing vast improvement throughout 2024–25.
Our recommencement of escalated recovery action has helped us engage with customers that had significant levels of debt and provide support relative to their circumstances. This is reflected in the significant improvement outcome 3c has against last year (customers with 90+ day debt who have taken up support options), although still outside tolerance and target. We’ve also updated the wording in the title of this measure to better explain its intent. It highlights that while support options are available, it’s ultimately the number of customers that choose to take-up offers of support that we’re looking to increase.
The rollout plan for the upgrade of residential properties to digital meters was reprofiled over the 5-year period making sure the total value to customers remained unchanged. This resulted in 3 measures having annual targets adjusted accordingly. The value delivered however continues to exceed target in both the customer water bill savings and volume of water saved through digital meters which is encouraging and is helping protect our precious drinking water.
The number of dry weather sewer spills has exceeded target for the second year. We are developing technology and operational strategies to improve sewer spill performance in dry weather.
In summary, we’re proud to have delivered another year of high-quality drinking water with fewer service disruptions than expected, while continuing to improve our customer experience through expanded digital and self-service channels.
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 2024 to 30 June 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 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 again this year. We’ve continued delivering safe drinking water to customers without issue for another year in succession.
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 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 is lower than last year and again well within target. This is underpinned by the ongoing work our crews do in maintaining our service quality.
The maintenance program has successfully transitioned providers over the past 18 months which this strong result highlights along with the expectations we have with our maintenance partners.
Water saved through digital detection of network leaks
Volumes in megalitres (from network leaks)
|
Target |
Result |
1 July 2024 to 30 June 2025 |
298 |
396 |
1 July 2023 to 30 June 2024 |
0 |
140 |
We’ve adjusted targets for this measure in line with the changes to outcome 3a (digital meter upgrades). However, the total value committed to over the 5-year regulatory period remains unchanged.
This was the first full year that network leak detection was in place. As we continue to deliver our innovative digital metering program, we continue to refine our maintenance and operational responses to digital network leak detection to maximise savings and minimise disruptions and cost to customers.
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 2024 to 30 June 2025 |
$2.9m |
$3.9m |
1 July 2023 to 30 June 2024 |
$1.1m |
$2.9m |
Following the adjustment of the digital meter rollout targets (outcome 3a), we adjusted the associated customer savings targets including a more ambitious target in 2024–25.
Our adjustment to targets ensured the total value delivered to customers over the 5-year regulatory period remained unchanged.
We’re pleased to report savings realised by customers in 2024–25 were one million dollars higher than planned.
Customers notified of unplanned water supply disruptions
As a percentage of total customers affected
|
Target |
Result |
1 July 2024 to 30 June 2025 |
79% |
80% |
1 July 2023 to 30 June 2024 |
72% |
79% |
We continue to drive improvement in the number of customers we can provide advance warning and ongoing updates relating to water supply interruptions. This highlights our understanding of the importance of communications and engagement.
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% |
The water literacy of our service area was again surveyed with similar results to 2023–24. These results are within target while also showing potential for improvement through future campaigns and increased customer communications.
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 2024 to 30 June 2025 |
19% |
18% |
| 1 July 2023 to 30 June 2024 | 17% |
10.6%  |
Following engagement with customers, we’ve updated our targets to reflect our reprofiled digital meter rollout plan. The final year target remains unchanged at 85% of existing properties over the 5-year period.
The 2024–25 performance was slightly behind the revised target of 19% due to a new priority focus on meter exchanges for properties in the McCrae area following the landslide in 2024.
Numbers of customers supported
Customers receiving financial or payment assistance
|
Target |
Result |
1 July 2024 to 30 June 2025 |
10,000 |
16,611 |
1 July 2023 to 30 June 2024 |
10,000 |
18,245 |
Our continued focus on customers in our service area that require additional help and support has again resulted in a positive result and significantly more customers assisted than originally forecast.
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 2024 to 30 June 2025 |
49% |
43% |
1 July 2023 to 30 June 2024 |
47% |
31% |
We’ve slightly renamed this measure from ‘received’ to ‘taken-up’ to more clearly highlight that the support is there for all customers, however we’re not able to force it on those who choose not to engage.
The recommencement of escalated recovery action including the use of restriction devices we have seen a dramatic increase in the number of customers that have chosen to ‘take up’ financial or payment support.
This is a positive result and encouraging that the support options we have in place are beneficial to customers when they choose to engage and explore how we can assist.
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 2024 to 30 June 2025 |
62 |
58 |
| 1 July 2023 to 30 June 2024 | 63 | 62  |
The total number of contacts per 100 customers continued the overall decreasing trend. This is attributed to our continued research and investment into self-service, digital channels that provide customers the option to complete common tasks without contact with our employees 24 hours a day via the portal and website.
Customer satisfaction with South East Water
Overall satisfaction based on scores of 7 and above in post interaction customer surveys
|
Target |
Result |
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 remains well within target, even as we resumed escalated debt recovery in 2024–25. We plan to further expand our customer surveys in the year ahead to enhance the ways in which our customers’ experiences inform our services.
Billing and prices enquiries received
Requests for information relating to billing or pricing matters per 100 customers
|
Target |
Result |
1 July 2024 to 30 June 2025 |
6.6 |
5.2 |
1 July 2023 to 30 June 2024 |
6.8 |
5.5 |
Another positive result with the number of customers making contact to discuss matters relating to charges for our services again decreasing. The new telephony system and more tailored, clear and customer friendly communications are believed to have helped drive this result.
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 2024 to 30 June 2025 |
68.5% |
79% |
1 July 2023 to 30 June 2024 |
68% |
77% |
We are pleased that customer surveys show that we continue to maintain a level of community trust, with performance improving against last year and exceeding target.
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 |
Our total net greenhouse emissions reporting is finalised in October each year. Our current estimates show another year of positive performance within target that keeps us on track to achieve our longer-term commitments.
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 2024 to 30 June 2025 |
15 |
44 |
1 July 2023 to 30 June 2024 |
15 |
24 |
Dry weather sewer spills have seen a significant increase from last year and is well outside the annual target which is currently undergoing deeper review encompassing digital monitoring and operational responses improvements.
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 2024 |
5% |
5.4% |
| 1 July 2023 to 30 June 2024 | 4.5% | 4.7% |
Alternative water was again a desired commodity from our agricultural customers due to a year of below average rainfall. We’re proud to be able to offer this alternate water source to industries that require ongoing supply during seasonal change.
We continue to explore ways to provide alternative water to more customers throughout our service area and in areas where existing infrastructure can be utilised.
Related information
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