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01202 590059.”  

Standards of service

Levels of service 2009-2015

Overall performance

Our levels of service in customer care are all in OFWAT's highest category. The table below shows our performance.

In addition to the indicators shown below we also now report in detail on key performance indicators and full details of these can be found here. 

 
  Indicators of company performance 2009/10 2010/11 2011/12 2012/13 2013/142014/15 

DG2

Inadequate pressure

0

0

0

0

0

 0

DG3

Supply interruptions

0.10

0.11

0.01

0.01

0

 0.03

DG4

Restriction on water use

0

0

0

0

0

 0

DG6

Billing contacts

99.97%

99.99%

99.98%

99.97%

99.92%

99.94%

DG7

Written complaints

100%

100%

100%

100%

99.73%

100%

DG8

Bills for metered customers

100%

99.99%

100%

100%

100%

100%

DG9

Calls abandoned

4.9%

4.3%

4.5%

4.53%

3.8%

5.72%

DG9

Calls engaged tone

0.1%

0.02%

0.03%

0.03%

0.02%

0.02%

 

Properties receiving pressure/flow below the reference level 

The reference level of service is defined as being 10 metres head of pressure at the boundary stop cock of a property. In other words if we removed the stop cock at your property boundary then the ensuing jet of water would reach a height of 10 metres (please don`t try this!).For many years all of our properties have had adequate pressure of supply. 

Interruptions to Supply 

This measure gives an indication not only of the number of supply interruptions throughout the year, but also our ability to deal with them quickly. There are two basic reasons for interruptions, planned and unplanned. Planned work is routine maintenance to our network of pipes; unplanned is usually burst pipes. The indicator shown is calculated by taking the number of properties per 1000 which had an interruption to their supply in excess of 6 hours. In 2014/15 this was only 69 properties out of 204,000 giving us a 0.03 score.

Restrictions on water use 

These are otherwise known as temporary use bans, or more colloquially as “hose pipe bans”. We are proud of the fact that we have never had to impose such a ban in our entire history, even during the long hot summer of 1976. We are fortunate in this area to have quite resilient sources of supply and this, coupled with our customers` appreciation of water as a finite resource has enabled us to manage the supplies of water effectively.


Response to billing contacts

This indicator shows our response time to account queries and measures the percentage of all queries received which are answered within 5 days. We have always maintained a very high level of performance here and pride ourselves on our aim of answering all billing queries within five working days. This year we received over 140,000 enquiries of which only 85 were answered outside the 5 days.


Written complaints

This indicator measures the number of written complaints to which we respond within ten  days. We take every written complaint from customers very seriously and consider each one as potential drop in our standards. Each year since 2009 the number of written complaints has declined and this year every one received a response from us within 10 days.


Bills for Metered Customers

With the exception of larger non household customers who are billed monthly, we provide two bills per year for customers whose supply of water is based on the actual volume of water they use. We aim to read each meter twice a year. The figure quoted in this standard of service is the percentage of all measured customers who have received at least one bill based on an actual meter reading.


Telephone Contact: Calls abandoned and calls receiving engaged tone.

We have fifteen customer contact lines (01202 590059). The contact centre is open from 8.00am to 6.00pm Monday to Friday, 9am to 2pm on Saturdays, and we are closed on Bank Holidays.

Outside these hours a recorded message greets the customer and informs them of the opening hours of the contact centre.  However, if there is an emergency then they are advised to wait on the line and the call is then transferred to the control room which is manned 24hrs a day.

During working hours the majority of customer calls are answered by our customer advisers who are trained to help the customer for a range of queries.  When all the advisers are busy on customer calls, a service will take the customer's name and telephone number and our advisors will call the customer back as soon as one is available.  This facility saves the customer having to hold on in a queue and allows us to call the customer back as soon as we are free.

These last two standard of service measures for this records the percentage of all calls received to our call centre during the year where the caller hung up before we answered (abandoned) and the percentage of all calls where all our lines were busy resulting in them receiving the engaged tone. We receive about 160,000 calls each year.

Press Office

Journalists can contact the Press Office on 01392 443020 or via email

 

Should you get a water meter?

Water meters have important benefits for you, for us and for the environment as you can have more control over your water use and leaks are easier to detect.  

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