Developer Services Performance

Our RAGS score will be updated every month, please see our current results below;

Results for April 2017

  Target Definition Return Definition RAGS
Pre Development Enquiry

A pre-development report will be sent to the developer within a period of 21 days commencing either (i) on the day after receipt of a full application, or (ii) if an incomplete application and/or no payment has been received with the application, on the day after all the required information and payment have been received.

An application is full when all the required information and any required payment have been received.

A pre-development report includes any necessary network modelling.

% Compliance within target based on completed enquiries within the period exclude open jobs
S45 Quote

A written acknowledgement of the application will be sent within a period of 5 days commencing on the day after receipt of the application confirming either that the application is complete or, if not, requesting the missing information and/or any required payment.

This service level applies to applications for service pipe connections under s45 and for applications under section 55 (including for non-potable).

% Compliance within target based on written acknowledgements sent in period

A quotation will be sent within a period of 28 days commencing on the day after receipt of the full application.

An application is full when all the required information and any required payment have been received.

This service level applies to applications for service pipe connections under s45 and for applications under section 55 (including non-potable). This service level is applied in respect of each individual plot irrespective of whether the application is for service pipe connection(s) only or is made jointly with a requisition application.

% Compliance within target based on completed quotations in period. Exclude Open Jobs

S45 Connection

 

 

 

 

 


Mains Design up to 500 plots (Excluding offsite reinforcements / Engineering difficulties / Schedule 13 WIA)

The service pipe connection will be completed within a period of 21 days commencing on the relevant day.

The relevant day is the day after all the required conditions are satisfied (typically all the conditions are satisfied when the trench & service pipe inspection has passed.)
Timescales can be extended by agreement with the customer due to third party need (Schedule 13 WIA / TMA / Third Party Land) % OF Exceptions to be reported in separate line.

% Compliance within target based on completed connections in period. Exclude Open Jobs

 

 

A written acknowledgement of the application will be sent within a period of 5 days commencing on the day after the day of receipt of the application confirming either that the application is complete or, if not, requesting the missing information and/or any required payment. % Compliance within target based on written acknowledgements sent in period

A quotation will be sent within a period of 28 days commencing on the day after receipt of a full application.

An application is full when all the required information and any required payment have been received.

A quotation includes the terms and conditions, the design and the amounts to be paid by the developer under each statutory payment option and any non-statutory payment option.

% Compliance within target based on quotations (offers) sent within the period exclude open jobs
Mains Design Over 500 Plots
or off site reinforcements / Engineering Difficulties / Schedule 13 WIA

A quotation will be sent either (i) within a period of 42 days commencing on the day after receipt of a full application, or (ii) no later than on the date agreed with the developer.

An application is full when all the required information and any required payment have been received.

A date as referred to in (ii) above may be agreed in order to deal with sites with specific difficulties such as geotechnical conditions, water course, mains pressure (if the site is higher than the reservoir on a gravity fed system), offsite reinforcement that may require more than the just the laying/upsizing of a main (e.g. booster pump), highways (e.g. major trunk road/motorways) and where a site meeting with the highways is specifically required to scope out when/where the works may be carried out and the cost of traffic management, environmental issues especially in respect of SSSI or other designated site, sites of archaeological interest, third party and Crown Estate land, protected undertakers (other utilities and network rail).

A quotation includes the terms and conditions, the design, details of any required network reinforcement and the amounts to be paid by the developer under each statutory payment option and any non-statutory payment option.

% Compliance within target based on quotations (offers) sent within the period exclude open jobs

Mains Construction

 

 

 

 

 

 

Self Lay Acknowledgment

The construction and commissioning of the water main will be completed either (i) within a period of 90 days commencing on the relevant day, or (ii) no later than on the date agreed with the developer.

The construction and commissioning of the new water main is completed when the new water main is under pressure from the network.

The relevant day is when an undertaking under s42 of the Water Industry Act 1991 signed by the developer and a valid security have been received.

This service level is applied separately in respect of each individual phase on a development site.

 

% of mainlaying schemes (site / phase) commissioned within target within period, exclude open job

 

 

 

 

 

 

 

 

A written acknowledgement of the application will be sent within a period of 5 days commencing on the day after receipt of the application confirming either that the application is complete or, if not, requesting the missing information. % Compliance within target based on written acknowledgements sent in period
Self Lay New Connection

Written terms will be sent within a period of 28 days commencing on the day after receipt of the full application.

An application is full when all the required information and any required payment have been received.

This service level applies to applications for service pipe connections under s45 and for applications under section 55 (including non-potable). This service level is applied in respect of each individual plot irrespective of whether the application is for service pipe connection(s) only or is made jointly with a requisition application.

% of self lay quotations completed within target, within period
Self Lay <500 plots (Excluding offsite reinforcements / Engineering difficulties / Schedule 13 WIA)

Written terms will be sent within a period of 28 days commencing on the day after receipt of a full application.

An application is full when all the required information and any required payment have been received.

Terms includes the design or design approval, the amount of the asset payment and any amount to be paid by the SLO or developer. A draft self lay agreement is sent with the quotation.

% Compliance within target based on quotations (offers) sent within the period exclude open jobs
Self Lay Design Over 500 Plots
or off site reinforcements / Engineering Difficulties / Approved List

Written terms will be sent within a period of 42 days commencing on the day after receipt of a full application.

An application is full when all the required information and any required payment have been received.

Terms includes the design or design approval, the details of any required network reinforcement or associated infrastructure, and the amount of the asset payment and any amount to be paid by the SLO or developer. A draft self lay agreement is sent with the terms.

% of Self Lay schemes (site / Phase) quotations (offers) completed within target within period. Exclude open jobs
Self Lay - provision of temporary and permanent supply of water to self laid mains A written acknowledgement will be sent to the SLO/developer within a period of 5 days commencing on the day after receipt of the signed agreement. % Compliance within target based on written acknowledgements sent in period
Provide a source of supply for pressure and bacteriological testing within 21 days commencing on the day after receipt of request or such longer period as may be agreed with the SLO where there are engineering difficulties/requirement for offsite reinforcement/Schedule 13 WIA constraints or where the SLO requests an extended period. % Compliance within target
Provide a permanent supply connection within 14 days following satisfactory pressure and bacteriological test of the self laid mains. % Compliance within target
  Overall Performance Score 92.04%

 

Key

above industry standard
in line with industry standard
below industry standard

 

S&ESW are committed to delivering developer services to a high standard and ensuring that performance continually improves. We have made good progress and are pleased to share our findings, actions and plans with the developers we serve.

 

To find out more about the standards and to show our performance against other Water Companies, please click here.


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