esw business plan (draft)

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    OUR PLANSFOR 201520

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    WE SUPPLY CLEAN, CLEAR

    DRINKING WATER THATTASTES GOOD

    45,050Samples 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 works thatserves Lowestoft

    WHAT YOU CAN EXPECT FROM US

    Clean water:

    Confidence that your tap water ishigh quality and safe to drink

    Clear w ater:

    The chance of your tap water beingcloudy or discoloured will remainone of the lowest in England

    99.89%Compliance withrequired standards

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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

    Essex & Suffolk Water has thelowest leakage in England, and wewill maintain this level

    We have enough water to meetcustomers needs for the next25 years

    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 performanceon 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 right first time

    Keep you informed of progress

    Check you are happywith our service

    Offer ways you can contactus that 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 water bills

    WHAT WE WILL DO

    Work efficiently so that we cankeep your bills as low as possible

    Offer personalised adviceand support

    Offer flexible payment arrangements

    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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    WHAT YOU CAN EXPECT FROM US

    Protect

    By 2020 greenhouse gas emissionswill be reduced by a thirdcompared to 2008 levels

    Enhance

    Increased variety of plants, birds,insects and animals on Essex &Suffolk Waters land

    Eels and other fish that live inEssex and Suffolks rivers tobe protected

    WE PROTECT AND ENHANCE

    THE ENVIRONMENT INDELIVERING OUR SERVICES,

    LEADING BY EXAMPLE

    2008GREENHOUSE

    EMISSIONS

    1/3REDUCTION

    BY 2020

    WHAT WE WILL DO

    Work with local environmentalgroups to improve natural habitats

    Ensure eels and other fishwill not be harmed whenwe take water from rivers tosupply your drinking water

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    WHAT YOU CAN EXPECT FROM US

    Customer bills kept as lowas possible

    Work delivered with minimumdisruption to the serviceyou 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 withoutdisrupting yourwater 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 Essex & SuffolkWater alone

    WHAT WE WILL DO

    Work with wildlife trusts andenvironmental charities to manageour land

    Work with customers to usewater wisely

    Work with others to managefarmland and protect the rivers that

    your 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 centres andrecreational opportunities at ourmain 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 Essex & SuffolkWater buildings into facilities for

    community use

    Maintain good quality recreationalfacilities at our reservoirs, suchas Abberton

    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 services to besafeguarded both now and inthe future

    WE DELIVER WATER

    SERVICES THAT MEET THENEEDS OF CURRENT AND

    FUTURE GENERATIONS INA CHANGING WORLD

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    Based on current assumptions,Essex & Suffolk Water can deliverthis package of water services foran inflation only bill increase.

    Infl

    ation 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 anincrease of around 7.20 per year

    on the average household water bill.It should be noted that householdincomes also tend to rise over time.

    When considering our plan, pleasebear in mind that other householdbills may also go up or down too.

    COST TO CUSTOMERS

    201516 201920

    Average water bill

    226

    Average water bill

    262Average water bill

    233

    201617 201718 201819201415

    Average water bill

    240

    Average water bill

    247

    Average water bill

    254

    BILLS CHANGE ONLY BY INFLATION

    WHAT THIS WOULDMEAN FOR THE AVERAGEBILL PAYER BY 2019-20

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    ADDITIONAL IMPROVEMENTS

    There are four additionalimprovements Essex & Suffolk Watercould make over the next five yearsif 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 Southend and East London have morethan one source of supply. This would reduce the chanceof losing their water supply for more than 6 days if a rareevent such as a major power failure or widespread floodever happens.

    LESS DISCOLOURED WATER

    We could reduce the number of customers whoexperience brown, orange or black tap water from 600to 300 per year.

    REDUCED LOW WATER PRESSURE

    We could improve service to all 41 remainingproperties which experience low water pressure belowthe minimum standard.

    FEWER UNEXPECTED INTERRUPTIONS

    We could reduce the number of customers whose watersupply is cut-off unexpectedly, for more than 3 hours,from 12,000 to 6,000 per year.

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    COST OF ADDITIONAL IMPROVEMENTS

    Reduced risk of loss of supply

    (lasting more than 6 days) 1.20

    Fewer unexpected interruptions 1.00

    Less discoloured water 0.10

    Reduced low water pressure 0.20

    Total by 2019-20 2.50

    ADDITIONAL IMPROVEMENTS COST TO CUSTOMERS

    201516 201920

    Average water bill

    226Average water bill

    264.50

    Average water bill

    233

    201617 201718 201819201415

    Average water bill

    241

    Average water bill

    248

    Average water bill

    256

    WHAT THIS WOULDMEAN FOR THE AVERAGEBILL PAYER BY 2019-20

    If customers want these additionalimprovements, bills would graduallyincrease by 50p each year overthe five year period, reaching anadditional sum of 2.50 (withoutinflation) by 2019-20. This means that bills would change by inflation plus an extra 50p each year for all additional improvements.