Our performance

We publish our performance against levels of service metrics for all our Development Services workstreams which include New Appointments and Variation (NAVs) and Codes for Adoption measures. 

All Water Companies in England and Wales have their performance published on a quarterly basis, and you'll be able to see where we sit within league tables.

You can find the standard target measures detailed by Water UK.

Customer redress

We are committed to providing a first-class service to all our developers and we monitor our performance very carefully. Our aim is to “make development easy” but if we don’t meet the required levels of service as set out in the Adoption Codes, we will contact you regarding the cause of the failure and an indication of the proposed remedial action.

Where a failure on our part has directly resulted in additional or material cost to you, we will review the circumstances honestly and sympathetically, compensating appropriately on a case-by-case basis.