Another busy and challenging year with some notable milestones - Annual Report published - 20/07/2017

Sutton and East Surrey Water -

Today we publish our Annual Report for 2016/17, which shows how we have performed against the commitments in our 2015-20 business plan and for the first time features customers talking about what we have achieved for them.

We have met our overall aim which is to continue to be a well-run, respected and successful business. Our five other aims focus on service, affordability, resilience, reliability and environmental impact and our customers have provided some really encouraging feedback on the value they place on their water supply and the difference we make to their lives.

Mr Ahmed from Carshalton said: “Moving home can be a very stressful time, especially with three children in tow. However, dealing with SES Water helped reduce this stress as our request was completed in no time at all. We are settling in well in our new home and we are grateful for SES Water’s continued high level of customer service.”

Amongst the highlights are:
Aim 1) To provide a reliable and sufficient supply of safe, high quality drinking water
Supply interruptions lasting over three hours were 30% fewer than in the previous year. 

Aim 2) Offer good value for money and keep bills at a fair and reasonable level
Just 6.3 per cent of customers thought that their water bill was not good value for money.

Aim 3) Increase the resilience of our network to drought, flooding and equipment failure
No supply restrictions were put in place and over 11 kilometres of mains were replaced.

Aim 4) Deliver consistently high levels of service
92.3 per cent of customers - more than last year – were satisfied with their water supply.

Aim 5) Reduce our impact on the environment while seeking to make a positive contribution to its quality
We significantly reduced our greenhouse gas emissions and engaged with over 10,000 people through our education programme.

Anthony Ferrar, Managing Director of SES Water, said: “We have made some excellent progress in many areas over the last year and it was important to us to feature customers in our Annual Report as they are, quite rightly, at the centre of everything we do.

“Two of our biggest achievements in the year included re-branding to SES Water after being known as Sutton and East Surrey Water for over 20 years and also gaining the Investors in People Gold award which demonstrates the great things we do to lead and develop our people. We also worked hard to prepare for the market opening to over 1.2 million business customers and were ready for that significant milestone on 1 April.

“However, there is always more to do and we recognise that we need to improve in some areas, particularly our SIM score (an industry-wide measure of customer service) which fell well short of our target, but we already have plans in place that should make a marked difference for customers.”

The Report also details the Company’s financial performance for the year, with turnover of £64.7million (2015/2016: £63million) and profit before tax at £12.9million (2015/2016: £14.3million).

The Annual Report for 2016/17 is available here.


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