Levels of service

Together with industry body Water UK, water companies have agreed a set of standards that developers can expect around the provision of housing infrastructure – the Water UK Levels of Service Scores.

Consultation took place on this set of standards with key stakeholders such as Ofwat, Defra, HBF (Home Builders Federation), HBA (House Builders Association) and self lay organisations.

Our relationship with the housing developers of today plays a key part in building the homes for our customers of tomorrow.

We are publishing these standards to provide information about our performance in dealing with new development proposals and implement procedures, where necessary, to improve our levels of service.

Results have been published every quarter since April 2015. For further details regarding the reporting standards visit www.water.org.uk/developer-services.

Water supply Southern Water Industry average

Our performance against levels of service standards for:

  • Pre-development enquiries
  • New water supply connections quoting and execution
  • New water mains estimating and constructing
  • Self-lay application processing
Q4 (Jan-Mar 18) 99.60% 96.90%
Q3 (Oct-Dec 17) 99.53% 96.65%
Q2 (Jul-Sept 17) 99.71% 97.37%
Q1 (Apr-Jun 17) 99.12% 97.50%
Q4 (Jan-Mar 17) 98.99% 97.36%
Q3 (Oct-Dec 16) 100% 98%
Q2 (Jul-Sept 16) 99% 98%
Q1 (Apr-Jun 16) 99% 98%
Sewerage Southern Water Industry average

Our performance against levels of service standards for:

  • Pre-development enquiries
  • Sewer requisition applications
  • Sewer adoption and diversion applications
  • Sewer connection applications
  • Legal agreements
Q4 (Jan-Mar 18) 99.60% 99.60%
Q3 (Oct-Dec 17) 99.79% 99.57%
Q2 (Jul-Sept 17) 100% 99.12%
Q1 (Apr-Jun 17) 99.80% 99.21%
Q4 (Jan-Mar 17) 99.60% 99.70%
Q3 (Oct-Dec 16) 99% 99%
Q2 (Jul-Sept 16) 99% 99%
Q1 (Apr-Jun 16) 99% 99%