Download - NW Business Plan (DRAFT)
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WE SUPPLY CLEAN, CLEAR
DRINKING WATER THATTASTES GOOD
99.94%Compliance withrequired standards
56,832Samples per year
WHAT WE WILL DO
Work with farmers to preventpollutants such as pesticidesfrom entering the rivers that yourdrinking water comes from
Carry out major improvementsat water treatment worksserving Teesside, Tynesideand Northumberland
Clean 1,500 miles of waterpipes across the North East
WHAT YOU CAN EXPECT FROM US
Clean water:
Confidence that your tap wateris high quality and safe to drink
Clear water:
Fewer customers will receive tapwater that is cloudy or coloured
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WHAT YOU CAN EXPECT FROM US
Reliable water
The chance of your water supplybeing unexpectedly cut off will bemaintained at the lowest levelin England
Sufficient supply
Less water lost through leaks
Water pressure at or above theminimum standard, for the vastmajority of customers
WHAT WE WILL DO
Replace 200 miles of water mainsto prevent pipes bursting andcausing supply interruptions
Continue to improve our leakfinding and repair services
Maintain our good performance
on water pressure
WE PROVIDE A RELIABLE
AND SUFFICIENT SUPPLYOF WATER
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WHAT YOU CAN EXPECT FROM US
Excellent service
Dependable service
Fast resolution of problems
Contacting us to be asatisfying experience
WHAT WE WILL DO
Aim to get things rightfi
rst time
Keep you informed of progress
Check you are happy withour service
Offer ways you can contact usthat suit you (by phone, online,
text or email)
Provide a friendly service, andtreat you as an individual
WE PROVIDE
EXCELLENT SERVICEAND ALWAYS IMPRESS
OUR CUSTOMERS
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WHAT YOU CAN EXPECT FROM US
Value
A fair price for a great service
Support for customers whostruggle to pay their waterand sewerage bills
WHAT WE WILL DO
Work effi
ciently so that we cankeep your bills as low as possible
Offer personalised adviceand support
Offer flexible paymentarrangements
Promote free water meters tocustomers who would benefit
Collect debt from customers whocan afford to pay, in order to keepeveryones bills down
OUR CUSTOMERS
CONSIDER THE SERVICESTHEY RECEIVE TO BE
VALUE FOR MONEY
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WE PROVIDE A SEWERAGE
SERVICE THAT DEALSEFFECTIVELY WITH SEWAGE
AND HEAVY RAINFALLWHAT YOU CAN EXPECT FROM US
Lessfl
ooding
Reduced risk of our seweragesystem causing floodinginside customers homes
Less pollution
Reduced risk of our sewerage
system causing pollution to rivers
WHAT WE WILL DO
Improve 270 miles of sewersto reduce the risk of flooding
Continue to encourage ourcustomers to flush only toiletpaper, pee and poo!
Work with councils, theEnvironment Agency and others to
manage the drainage of rainwater
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WE HELP TO IMPROVE THE
QUALITY OF RIVERS ANDCOASTAL WATERS FOR THE
BENEFIT OF PEOPLE, THEENVIRONMENT AND WILDLIFEWHAT YOU CAN EXPECT FROM US
Cleaner river water
Improved water quality along 30miles of the North Easts rivers
Better coastal water
Cleaner water for swimmingand surfing
All bathing waters in the NorthEast to meet the minimumstandard (Sufficient)
More than 80% of bathing
waters to meet the Good orExcellent standard
WHAT WE WILL DO
Improve 12 sewage treatmentworks to raise the quality ofwater we return to rivers
Improve our sewerage systemsat Seaham, Saltburn and SeatonCarew to better protect 3 bathing
waters from potential pollution
BATHING WATER QUALITY
80% 20%
80 % Excellent / Good quality bathing water
20 % Sufficient quality bathing water
EXCELLENT / GOOD
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WHAT YOU CAN EXPECT FROM US
Protect
By 2020 greenhouse gas emissionswill be reduced by a third comparedto 2008 levels
Enhance
Increased variety of plants,
birds, insects and animals onNorthumbrian Waters land
Eels and other fish that live in theNorth Easts rivers to be protected
WE PROTECT AND ENHANCE
THE ENVIRONMENT INDELIVERING OUR SERVICES,
LEADING BY EXAMPLE
2008GREENHOUSE
EMISSIONS
1/3REDUCTION
BY 2020
30%POWER FROMPROCESSING
POO
WHAT WE WILL DO
Generate power from poo around 30% of the energy we usewill come from processing sewage
Work with local environmentalgroups to improve natural habitats
Ensure eels and other fishwill not be harmed when
we take water from rivers tosupply your drinking water
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WHAT YOU CAN EXPECT FROM US
Customer bills kept aslow as possible
Work delivered with minimumdisruption to the service you receive
WHAT WE WILL DO
Use the latest control systems toreduce the cost of supplying water
Have the right information andequipment to deliver great service
Use the latest remote controlledmini-submarines to inspect andclean our reservoirs without
disrupting your water supplyor quality
Work with universities andsuppliers to develop newtechnologies and solutions
WE ARE AN EFFICIENT AND
INNOVATIVE COMPANY
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WHAT YOU CAN EXPECT FROM US
Deliver improvements that couldnot be achieved by NorthumbrianWater alone
WHAT WE WILL DO
Work with wildlife trusts andenvironmental charities to manageour land
Work with the Environment Agencyand local councils to create newwetlands to store rainwater andimprove the environment.
Work with customers to usewater wisely
Work with others to managemoorland and protect the rivers thatyour drinking water comes from
WE WORK IN PARTNERSHIP
TOWARDS COMMON GOALS
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WHAT YOU CAN EXPECT FROM US
Improved prosperity and wellbeingin our communities
Raised awareness that water isgood for you, particularly amongstchildren and young people
Raised awareness of theimportance of looking after the
environment
Good quality visitor centresand recreational opportunities atour main sites for local peopleand tourists
WHAT WE WILL DO
Just an hour more than half ourpeople giving 15 hours a year tohelp 700 community organisations
Provide tap fed water coolers forschools and community groups
Turn empty NorthumbrianWater buildings into facilities for
community use
Maintain good quality recreationalfacilities at our reservoirs, such asKielder Water
WE ARE PROUD TO
CONTRIBUTE TO THESUCCESS OF LOCAL
COMMUNITIES
Hours Volunteered
Organisations Supported
Percentage of employees who volunteered
in local communities
Totals since 2002
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WHAT WE WILL DO
Make the best use of changesin technology and new waysof working
Spend money on services at theright time not early and not late
Identify future challenges and makesure we have plans to meet them
WHAT YOU CAN EXPECT FROM US
Each generation to pay its fair share
Water supply and sewerageservices to be safeguarded bothnow and in the future
WE DELIVER WATER
SERVICES THAT MEET THENEEDS OF CURRENT AND
FUTURE GENERATIONS INA CHANGING WORLD
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Based on current assumptions,Northumbrian Water can deliver thispackage of water and sewerageservices for an inflation onlybill increase.
Inflation is the increase in the pricespaid for the goods and services thatwe all buy. We dont know whatinflation will be for the period 2015-20. Forecasts have suggested thatinflation, measured by the RetailPrices Index (RPI), could be around3% per year. This would mean an
increase of around 11.60 per yearon the average household water andsewerage bill. It should be noted thathousehold incomes also tend to riseover time.
When considering our plan, pleasebear in mind that other household
bills may also go up or down too.
COST TO CUSTOMERS
201516 201920
Average bill
365
Average bill
423Average bill
376
201617 201718 201819201415
Average bill
387
Average bill
399
Average bill
411
BILLS CHANGE ONLY BY INFLATION
WHAT THIS WOULD MEANFOR THE AVERAGE BILLPAYER BY 2019-20
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ADDITIONAL IMPROVEMENTS
There are five additionalimprovements Northumbrian Watercould make over the next five years
if customers think that they aresufficiently important:
REDUCED RISK OF LOSS OF SUPPLY
(lasting more than 6 days)
We could ensure communities of more than 100,000people living in Sunderland, Durham and North Tynesidehave more than one source of supply. This would reducethe chance of losing their water supply for more than6 days if a rare event such as a major power failure orwidespread flood ever happens.
IMPROVED COASTAL WATER QUALITY
We could go further with our plan to improve bathingwater quality so that 5 bathing waters at Seaham,Saltburn and Seaton Carew move beyond Sufficientstatus to Good.
REDUCED RISK OF SEWER FLOODING
We could increase the length of sewers we clean from
250 to 330 miles every year so that the risk of oursewerage system causing flooding inside customershomes is reduced still further.
REDUCED LOW WATER PRESSURE
We could reduce the number of properties thatexperience low water pressure (below the minimumstandard) from 150 to 50.
FEWER UNEXPECTED INTERRUPTIONS
We could reduce the number of customers whose watersupply is cut-off unexpectedly, for more than 3 hours,from 18,000 to 12,000 per year.
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COST OF ADDITIONAL IMPROVEMENTS
Reduced risk of loss of supply
(lasting more than 6 days)
0.70
Fewer unexpected interruptions 0.60
Improved coastal water quality 0.60
Reduced risk of sewer flooding 0.90
Reduced low water pressure 0.20
Total by 2019-20 3.00
ADDITIONAL IMPROVEMENTS
201516 201920
Average bill
365Average bill
426Average bill
377
201617 201718 201819201415
Average bill
388
Average bill
401
Average bill
413
WHAT THIS WOULD MEANFOR THE AVERAGE BILLPAYER BY 2019-20
If customers want these additionalimprovements, bills would graduallyincrease by 60p each year overthe five year period, reaching anadditional sum of 3.00 (withoutinflation) by 2019-20.
This means that bills would change by inflation plus an extra 60p each year for all additional improvements.