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1

AGENDA

Consumer Council for Water Wales Committee Twenty Ninth Meeting in Public

10 March 2015 11.00am-3.15pm

University of Wales Trinity St David, Carmarthen Campus, SA31 3EP

Time Item No

Agenda Item Paper No. Lead

11.00 1 Welcome, apologies and declarations of interest

Diane McCrea – Chair

Consumer issues from the floor

11.10 2 CCWater key working priorities and update Verbal 15 29 02a 15 29 02b

Diane McCrea – Chair Local Consumer Advocates (LCAs) Lia Moutselou – Policy Manager (PM)

11.30 3 What does the outcome of the 2014 price review mean for water and sewerage customers in Wales?

Verbal Diane McCrea DVW – Ian Plenderleith, Chief Executive DCWW – Peter Perry, Chief Operating Officer

12.00 4 Natural resources and water and sewerage services

What PR14 means for environmental objectives and customer bills

Update on environmental issues for companies and Carmarthen area

Water Framework Directive in Wales

Verbal Natural Resources Wales (NRW)- Selby Le Roux Mansel Thomas & Paul Roberts (LCAs) DCWW- Peter Perry DVW- Ian Plenderleith

1.00 Working Lunch

1.30 5 Welsh Policy Update Update on key water policy matters

15 29 05

Welsh Government-Liz Franks, Water Industry Management and Regulation Programme Manager

2.00 6 Drinking Water Quality Key water quality issues and events since last meeting

15 29 06 Drinking Water Inspectorate (DWI)- Frank White, Inspector (Operations)

2.30 7 CCWater Wales update on customer services, operations and performance CCWater Wales customer contact report CCWater Delving into Water report-update on cross industry performance issues Company Performance updates Dee Valley Water report Dŵr Cymru Welsh Water report

15 29 07a 15 29 07b 15 29 07c 15 29 07d

Ceri Walsh- Consumer relations Manager (CRM) Lia Moutselou-Policy Manager (PM) DVW – Ian Plenderleith DCWW – Peter Perry, Julia Cherrett (MD DCCS), Karen Wenborn (Head of Customer Services)

3.00 8 Minutes Minutes and Action Points 28th Meeting in public November 2014

15 29 08a 15 29 08b

Diane McCrea – Chair Lia Moutselou - PM

9 Any Other Business

3.15 Meeting Closes

http://www.uwtsd.ac.uk/carmarthen/travelling-to-carmarthen/

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AGENDA Y Cyngor Defnyddwyr Dŵr, Pwyllgor Cymru Nawfed Cyfarfod ar Hugain yn Gyhoeddus

10 Mawrth 2015 11.00am-3.15pm

Prifysgol Cymru y Drindod Dewi Sant, Campws Caerfyrddin, SA31 3EP

Amser Rhif Eitem

Eitem ar yr Agenda Rhif Papur Arweinydd

11.00 1 Croeso, ymddiheuriadau a datgan buddiannau

Diane McCrea – Cadeirydd

Materion defnyddwyr o’r llawr

11.10 2 Diweddariad ar flaenoriaethau gwaith y Cyngor Defnyddwyr Dŵr

Ar lafar 15 29 02a 15 29 02b

Diane McCrea – Cadeirydd Eiriolwyr Defnyddwyr Lleol Lia Moutselou – Rheolwr Polisi

11.30 3 Beth mae canlyniad adolygiad o brisiau 2014 yn ei olygu i gwsmeriaid dŵr a charthffosiaeth yng Nghymru?

Ar lafar

Diane McCrea Dŵr Dyffryn Dyfrdwy – Ian Plenderleith, Prif Weithredwr Dŵr Cymru – Peter Perry

12.00 4 Cyfoeth naturiol, a gwasanaethau dŵr a charthffosiaeth

Beth mae PR14 yn ei olygu ar gyfer amcanion amgylcheddol a biliau cwsmeriaid

Diweddariad ar faterion amgylcheddol ar gyfer cwmnïau ac ardal Caerfyrddin

Y Gyfarwyddeb Fframwaith Dŵr yng Nghymru

Ar lafar Cyfoeth Naturiol Cymru - Selby Le Roux Mansel Thomas a Paul Roberts (Eiriolwyr Defnyddwyr Lleol) Dŵr Cymru – Peter Perry Dŵr Dyffryn Dyfrdwy - Ian Plenderleith

1.00 Cinio i Drafod Gwaith

1.30 5 Diweddariad ar Bolisi Cymru Diweddariad ar faterion polisi dŵr allweddol

15 29 05

Llywodraeth Cymru - Liz Franks

2.00 6 Ansawdd Dŵr Yfed Materion a digwyddiadau allweddol yn ymwneud â dŵr yfed ers y cyfarfod cyhoeddus diwethaf

15 29 06 Arolygiaeth Dŵr Yfed - Frank White

2.30 7 Diweddariad Cyngor Defnyddwyr Dŵr Cymru ar wasanaethau cwsmeriaid, gweithrediadau a pherfformiad Adroddiad cyswllt cwsmeriaid Cyngor Defnyddwyr Dŵr Cymru Cyngor Defnyddwyr Dŵr yn ymchwilio’r adroddiad dŵr – diweddariad ar faterion perfformiad ar draws y diwydiant Diweddariad ar Berfformiad Cwmnïau Adroddiad Dŵr Dyffryn Dyfrdwy Adroddiad Dŵr Cymru

15 29 07a 15 29 07b 15 29 07c 15 29 07d

Ceri Walsh- Rheolwr Cysylltiadau Defnyddwyr Lia Moutselou – Rheolwr Polisi Dŵr Dyffryn Dyfrdwy – Ian Plenderleith Dŵr Cymru – Peter Perry, Julia Cherrett, Karen Wenborn

3.00 8 Cofnodion Cofnodion a Phwyntiau Gweithredu y 28ain cyfarfod cyhoeddus ym mis Tachwedd 2014

15 29 08a 15 29 08b

Diane McCrea – Cadeirydd Lia Moutselou - PM

9 Unrhyw Fusnes Arall

3.15 Diwedd y Cyfarfod

http://www.uwtsd.ac.uk/carmarthen/travelling-to-carmarthen/

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Agenda Item 2 , Paper No.15 29 02a

CCWater key working priorities and activities update:

Wales Committee Activity, 18 November 2014-24 February 2015 Purpose Action

: :

To report Wales Committee activities to deliver the CCWater Forward Work Programme for Wales To consider future Committee activities to deliver the CCWater Forward Work Programme for Wales.

Date Activity Wales Committee

20 November 2014 Dŵr Cymru Scheme of Charges (SoC) meeting Lia Moutselou, on behalf

of Wales Committee

25 November 2014 Dee Valley Scheme of Charges (SoC) meeting Lia Moutselou and Ceri

Walsh on behalf of Wales

Committee

15 December 2014 Welsh Government Wales Water Forum Diane McCrea

15 December 2014 Meeting with Dŵr Cymru on customer services

vision and Wales Committee Private PR14

debrief

All LCAs

17 December 2014 Customer Challenge Group (CCG) Chairs

Workshop

Diane McCrea as CCG

independent chair

18 December 2014 Meeting with Dŵr Cymru Chief Executives, Chris

Jones and Julia Cherrett

Diane McCrea

7 January 2015 Meeting with Prys Davies, Welsh Government’s

Deputy Director Energy, Water and Flood

Division

Diane McCrea

7 January 2015 Dŵr Cymru and Dee Valley Scheme of Charges

(SoC) meetings

Diane McCrea, Lia

Moutselou and Ceri Walsh

on behalf of the

Committee

4

15 January 2015 Dŵr Cymru complaints’ classification mini audit Ceri Walsh on behalf of

the Committee

20 January 2015 Meeting with Dee Valley Chief Executive, Ian

Plenderleith, Cardiff

Diane McCrea

21 January 2015 OFWAT’s ‘ PR14 and beyond meeting’, Cardiff Diane McCrea

21 January 2015 Water Framework Directive: River Basin District

Meeting

Paul Roberts

22 January 2015 Sustain Wales/Cynnal Cymru Sustainability

Event, Cardiff

Diane McCrea

22 January 2015 Dŵr Cymru Independent Environment Advisory

Panel (IEAP) meeting

Mansel Thomas

28 January 2015 Meeting with Dŵr Cymru Head of

Communications, Alun Shurmer

Diane McCrea

29 January 2015 Dŵr Cymru Social Tariffs and Customer Services

meeting

All LCAs

5 February 2015 CCWater Wales Committee Private meeting All LCAs

5 February 2015 Dŵr Cymru Social Tariffs Update All LCAs

5 February 2015 Sponsorship Meeting with Welsh Government

Water Branch

Diane McCrea, Tony Smith

(CEO), LIa Moutselou

10 February 2015 Roundtable discussion of Competition and

Markets Authority (CMA) in partnership with

Citizens Advice Cymru

Diane McCrea

23 February 2015 Dŵr Cymru Customer Challenge Group Meeting Clare Evans, Lia

Moutselou, Diane McCrea

as CCG independent chair

24 February 2015 Welsh Government/CCWater Affordability and

Social Tariffs meeting

Diane McCrea, Mansel

Thomas, Lia Moutselou

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Agenda Item 2, Paper No. 15 29 02b

CCWater Working Priorities

Key publications & consultation responses: 1 November 2014- 24 February 2015 Purpose Action

: :

To report on recent relevant CCWater policy activity and research To consider future consultations and activity on key issues

CCWater’s ‘Delving into Water’ report CCWater’s first annual comparative industry performance report was published in January 2015, http://www.ccwater.org.uk/blog/2015/01/22/delving-into-water/ CCWater recent research reports CCWater’s research into non-household customers’ views on water companies exiting the non-household retail market was published in November 2014, http://www.ccwater.org.uk/wp-content/uploads/2014/12/Exit-Strategies-CCWater-NHH-Retail-Exit-Research-FINAL.pdf All CCWater customer research reports can be accessed here: http://www.ccwater.org.uk/blog/category/reports/ Relevant CCWater consultation responses This has been a relatively quiet period for CCWater consultation responses. CCWater’s response to Ofwat’s consultation regulatory reporting, discussed at the last meeting in public, was submitted in November 2014: http://www.ccwater.org.uk/wp-content/uploads/2014/11/Binder2.pdf Please check our website for copies of all CCWater consultation responses and publications http://www.ccwater.org.uk/waterissues/consultationresponses/

http://www.ccwater.org.uk/blog/2015/01/22/delving-into-water/

http://www.ccwater.org.uk/wp-content/uploads/2014/12/Exit-Strategies-CCWater-NHH-Retail-Exit-Research-FINAL.pdf

http://www.ccwater.org.uk/wp-content/uploads/2014/12/Exit-Strategies-CCWater-NHH-Retail-Exit-Research-FINAL.pdf

http://www.ccwater.org.uk/blog/category/reports/

http://www.ccwater.org.uk/wp-content/uploads/2014/11/Binder2.pdf

http://www.ccwater.org.uk/waterissues/consultationresponses/

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Consumer Council for Water strategic documents The consultation for CCWater’s Forward Work Programme (FWP) 2015-16 to 2017-2018 closed on 13 January 2015. Twelve responses were received from stakeholders and the water industry. We are currently finalising a revised FWP and are drafting the Wales specific programme. The final FWP and our Operational Business Plan for 2015-16 will be published online by 1 April 2015.

CCWater new Deputy Chief Executive CCWater has welcomed Phil Marshall, a deputy Chief Executive, http://www.ccwater.org.uk/blog/2015/01/26/water-watchdog-appoints-phil-marshall-as-deputy-chief-executive/ Staying in touch If you are already on our stakeholder list you will receive updates on research and key CCWater publications automatically. If you would like to be added to our list please email [email protected] (cc [email protected]).

You can follow CCWater on Twitter @WaterWatchdog

http://www.ccwater.org.uk/blog/2015/01/26/water-watchdog-appoints-phil-marshall-as-deputy-chief-executive/

http://www.ccwater.org.uk/blog/2015/01/26/water-watchdog-appoints-phil-marshall-as-deputy-chief-executive/

mailto:[email protected]

mailto:[email protected]

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Agenda Item 3

What does the outcome of the 2014 price review mean for water and sewerage customers in Wales? Purpose Action

: :

To provide updates since Ofwat’s final determination on:

The outcome of price setting process (PR14) and what Ofwat’s final determinations mean for customers in Wales.

Forthcoming work on monitoring of performance in 2015-20. Companies to present:

View on final settlement and what it will deliver for customers.

Key issues that will be addressed.

Key challenges in delivering their business plan and investment programme.

CCWater to explain:

View on final settlement.

Future commitments on working with the industry and Ofwat on Performance.

Welsh Government, Natural Resources Wales and Drinking Water Inspectorate to share their views on PR14 outcome.

9

Agenda Item 4

Natural resources and water and sewerage services

Purpose Action

: :

To understand what the outcome of price setting process (PR14) means for environmental objectives in Wales, improvements and priorities, and customer bills. To consider the implications of water companies performance and Water Framework Directive implementation on water customers in Wales Natural Resources Wales (NRW) and companies to update on:

What PR14 means for environmental objectives and customer bills.

Update on key environmental issues for companies and Carmarthen area.

Water Framework Directive (WFD) River Basin Liaison Panel Plan consultations in Wales.

NRW and Welsh Government to update on Loughor Estuary environmental compliance and implications of infraction case. CCWater to present views on Water Framework Directive River Basin Liaison Panel Plan consultations in Wales.

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Water Strategy for Wales

The Water Strategy focuses on:

o Ensuring water supply for nature, people and business

o Taking action to reduce pollution

o Improving the way we plan and manage water services

o Ensuring affordable water and delivering excellent services to customers

o Protecting and improving drinking water quality

o A new approach to drainage that manages waste water and surface water in an

integrated way.

The summary of responses was published on the Welsh Government website in January 2015

(http://wales.gov.uk/consultations/environmentandcountryside/water-strategy/?lang=en)

The finalised strategy will be published in spring 2015, once the Environment Bill has been laid

before the National Assembly.

Silk Commission

The Welsh Government have commissioned a piece of work to look at the potential impact of

Agenda Item 5, Paper No. 15 29 05

Welsh Policy Update

Purpose

Action

:

:

To consider the implications of Welsh Government’s policy for water consumers in Wales A WG update on key water policy matters in Wales, including:

Non-Owner Occupiers Debt Regulations implementation.

Silk Commission implications study.

Position on abstraction reform.

Sustainable Drainage Standards consultations.

Environment Bill.

Other

CCWater to review and assess the implications for customers, policy and its future work priorities

http://wales.gov.uk/consultations/environmentandcountryside/water-strategy/?lang=en

12

changes to the regulatory border, as proposed by the Silk Commission, and will be working

closely with key stakeholders including CCWater, Ofwat and the water companies serving

customers in Wales.

The interim report for this work is due towards the end of February and the final report in

May/June. The consultants, ICF, will be holding workshops in March to expand on information

gathered during the interviews with stakeholders.

The UK Government will be making a formal response to the Silk Commission report on 1st March

2015 (the St David’s Day Announcement).

WG representative will provide a verbal update on this at the meeting.

Tackling Poverty Action Plan, affordability and tackling debt – update

The action plan is currently in development and we have been in discussions with the team

leading on this to ensure that our policies align. Tackling poverty is a key priority for our

Minister and one of the drivers behind our work with water companies, Ofwat and CCWater on

affordability of water and tackling debt.

After issuing guidance in relation to the development of Social Tariffs last year we are now

working with the water companies in Wales to develop these tariffs in order to support water

customers on the lowest incomes.

In addition to the Social Tariffs, we have proposed, in the Water Strategy, to undertake a review

of water poverty issues and how to reduce the number of households struggling to pay their bills.

We aim to undertake this after the introduction of the new social tariff schemes.

Update on Bad Debt Regulations

The Water Industry (Undertakers Wholly or Mainly in Wales) (Information about Non-owner

Occupiers) Regulations 2014 came into force on 1 January 2015. The water companies agreed to

allow an informal transitional period, following the introduction of the regulations, giving

owners of properties until 31 March 2015 to provide the required information before starting to

actively chase any outstanding details and invoking the joint liability.

The Welsh Government and the water companies are continuing to work together to

communicate with the sector about the regulations, in particular reviewing queries and

scenarios raised by the social housing sector to set out a policy position.

Liz Franks

Welsh Government

13

Agenda Item 6, Paper No.15 29 06

Drinking Water Quality: Report for 1st January to 31st December 2014 Compliance data added to end November 2014.

Purpose

Action

:

:

To update committee on key water quality issues in Wales since the last meeting in public.

To scrutinise delivery of safe, quality drinking water 24/7.

To identify failures and consider the appropriateness of responses and implications for consumers.

1) Water Quality Performance Summary (Updated AT 29/1/15)

a) Number of events notified in the reporting period:

Water Company Number of Events

Notified in the period

Number classified as significant or above

in the period

Total Number of significant events

YTD*

Albion Water Ltd** 0 0 0

Dee Valley Water Plc** 3 2 1

Dŵr Cymru Welsh Water** 23 9 9

Scottish and Southern Energy**

0 0 0

Severn Trent Water Ltd** 3 1 1

Total 25 10 10

* YTD – 1st January 2014 to end of reporting period 31st December 2014. (Significant events are those classified as categories 3, 4 and 5) ** In Wales

b) Category 3, 4 and 5 event assessments completed in the reporting period: (Updated AT 11/2/15)

DWI Ref No

Date Duration Area Estimate of population

Nature and cause of the event

Dŵr Cymru Welsh Water

2014/4788 27 Nov 2014 10 hours Lleyn peninsula

area of Gwynedd

6500 Treatment failure - loss of lime, coagulant and

chlorine

14

2014/4562 21 Jul 2014 4 hours Aberystwyth 19000

Treatment failure - coagulation auto

control failed for 2 hours

2014/4556 18 Jul 2014 96 hours Abergele, Pensyrn

6805 Discolouration – mains

sediment

2014/4517 24 Jun 2014 1 week Newport golf

course 28

Discolouration – cross connection, caused by

the company

2014/4383 19 Mar 2014 3 days Kinmell Bay Near Rhyll, North Wales

7000 Loss of supplies, poor pressure, mains burst

caused by the company

2014/4340 06 Feb 2014 24 hours

Pontlottyn in Bargoed plus surrounding areas Deri, Brithdir and

New Tredegar.

1800 Loss of supplies, poor

pressure, mains damage

Severn Trent Water Ltd

2014/4345 13 Feb 2014 5 days

Pant and Oswestry

Water Quality Zones

18000

Loss of supplies / poor pressure due to power

outages due to high winds affecting booster

pumps

Events of note:

The DCWW event affecting the Lleyn peninsula arose because of process control Problems issues at Cilfor WTW. The Company has taken action to restore the work’s performance but a further

performance failure occurred in January 2015 which is still under investigation.

Both the Newport golf course event and the Kinmell Bay event were caused by the DCWW or contractors working on their behalf. In the in the first instance a cross connection was made to a partially treated industrial supply; this was used to supply luxury accommodation at the golfing resort.

The root cause of this event was inaccuracy in the Company’s mains records.

In the Kinmell Bay event contractors working for DCWW were digging a trial hole to lay a new sewer and hit the live potable main. Both instances have caused DWI concern about the veracity of main records and management of third part contractors working on the Company’s behalf. The DWI will be

taking close interest on how new framework contractors “bed in” as the new AMP period starts.

It is disappointing to see Dee Valley’s Boughton Tower feature again in this report because of ingress issues. Dee Valley has acted positively in its responses to event assessments by the DWI in connection with the asset. It has attempted to refurbish the tower and other reservoirs at the Boughton WTW

site. Currently the Company is undertaking a feasibility study of running the Chester system without it.

c) Compliance with Water Quality Standards (NOTE January to November 2014 data only)

Compliance failures reported

Water Company Number of breaches in the

period† Total number of breaches YTD*

Albion Water Ltd** 0 0

Dee Valley Water Plc** 20 20

Dŵr Cymru Welsh Water** 45 45

Scottish and Southern Energy** 0 0

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Severn Trent Water Ltd** 3 3

Total 68 68

† Indicator parameters included, cryptosporidium detections excluded. * YTD – 1st January 2014 to end of reporting period 30th November 2014. ** In Wales

Additional Comments on Compliance (Data Jan – November 14)

Dee Valley has seen an increased rate of non-compliance for iron and manganese when compared to the same period in 2013 – 0 in 2013- 2 iron and 1 manganese failures in 2014. DCWW has remained static (14 iron and 3 Manganese failures).

DCWW’s performance at service reservoirs for microbiological compliance has improved (8 in 2013 vs 5 in 2014). Dee Valley’s has deteriorated from 1 in 2013 to 3 in 2014. DCWW has had zero non

compliances at water treatment works in 2014 whilst Dee Valley has had 2 (Boughton and Plemstall).

2) Technical Audit Activity

a) No technical have been audits undertaken and completed in the reporting period:

Additional Comments on Technical Audits

There have been no specific audits undertaken during the period for any company in Wales. The Inspectorate is in dialogue with Seven Trent in connection with several companywide initiatives in

connection with asset management practices.

3) Consumer complaints received by the Drinking Water Inspectorate in the reporting period (Updated AT 29/1/15)

Water Company Number of consumer

complaints in the period Total number of complaints

YTD*

Albion Water Ltd** 0 0

Dee Valley Water Plc** 1 1

Dŵr Cymru Welsh Water** 2 2

Scottish and Southern Energy** 0 0

Severn Trent Water Ltd** 1 1

Total 4 4

* YTD – 1st January 2014 to end of reporting period 31st December 2014. ** In Wales

Additional Comments on Consumer Complaints

The Inspectorate has had to coach DCWW to improve its handling of complaints referred to the DWI by Consumers in both Wales and England (Herefordshire).

4) Drinking Water Quality Improvement Programmes – Update

a) Progress with AMP4 schemes

All Amp 4 schemes are now either closed or progressing through the closure process

b) AMP5 – Final Assessments & delivery of schemes

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9 Dŵr Cymru notices have been closed and revoked since the previous report was issued.

4 Severn Trent Undertakings have been closed leaving 13 open

Company No of Undertakings

No of Notices

Water quality drivers

Albion Water Ltd

0 0

Dee Valley Water Plc

0 0 Reservoir remediation, pH correction, mains cleaning - manganese, pesticides


2 9 Various – 9 closed since last report

Scottish and Southern Energy

1 0 Metaldehyde


13 2 Various – 4 closed since last report

c) AMP 6

Company No of Undertakings

No of Notices

Water quality drivers

Albion Water Ltd

0 0

Dee Valley Water Plc

1 7 Reservoir remediation, pH correction, mains cleaning - manganese, pesticides


0 2 Various treatment works improvements

Scottish and Southern Energy

0 0


1 8 Various

Please note the tables only include those schemes submitted at PR09 or PR14.

Information Letters can be found via the web-link below: http://www.dwi.gov.uk/stakeholders/information-letters/index.htm

5) DWI – Strategic and Organisational changes Verbal update

Frank White, Drinking Water Inspectorate

http://www.dwi.gov.uk/stakeholders/information-letters/index.htm

17

Agenda Item 7, Paper No 15 29 07a

Update on customer services, operations and performance:

CCWater Wales consumer contacts report April 2014 to February 2015 Purpose Action

: :

To review customer complaints received in the Wales office and overall performance targets. To consider any policy implications from the complaints received, monitor trends and suggest performance improvements.

The number of complaints received by CCWater, about Companies wholly or mainly in Wales, is shown in the table below. Between April 2014 and January 2015 this totalled 363 complaints plus 146 further enquiries. In addition we handled 459 complaints and 156 enquiries about companies in England. 1. Month on Month comparisons by Company

Apr May June Jul Aug Sept Oct Nov Dec Jan Feb Mar YTD

DCWW 11/12

28 34 31 32 29 30 28 41 24 26 29 59 391

DCWW 12/13

40 29 30 35 36 20 39 26 22 30 42 32 381

DCWW 13/14

26 30 42 48 37 28 45 31 23 30 38 40 418

DCWW 14/15

41 28 37 49 29 28 36 27 36 24 338

Apr May June Jul Aug Sept Oct Nov Dec Jan Feb Mar YTD

DVW 11/12

2 7 4 5 3 5 5 6 0 2 4 4 47

DVW 12/13

1 5 2 3 2 3 3 1 2 2 4 2 30

DVW 13/14

1 1 3 3 6 4 6 6 1 3 8 4 46

DVW 14/15

2 3 2 0 2 1 2 1 6 6 25

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To date and compared to the same period last year the number of complaints to CCWater about:

Dŵr Cymru Welsh Water have stayed the same

Dee Valley Water are down by 26% 2. Complaints to CCWater by Category

Apr 2014 to Jan 2015 Admin

Billing and Charges Metering Sewerage Water Other Total

Dee Valley Water 1 15 2 0 7 0 25

Dŵr Cymru Welsh Water 25 134 23 50 101 5 338

Complaints to CCWater about the Clean Water Service are up significantly for Dŵr Cymru Welsh Water; from 72 to 101 in the comparable period. The main areas of increase were in Disputed Liability for repair (whether private pipework), Low Pressure and New Supply/connection. Figure 1 - Dŵr Cymru Welsh Water 2013/14

Admin 11%

Billing and Charges

45%

Metering 7%

Other 3%

Sewerage 14%

Water 20%

Admin

Billing and Charges

Metering

Other

Sewerage

Water

19

Figure2 - Dŵr Cymru Welsh Water April to January 2015

Figure 3 - Dee Valley Water 2013/14

Admin 7%

Billing and Charges

40%

Metering 7%

Other 1%

Sewerage 15%

Water 30%

Admin

Billing and Charges

Metering

Other

Sewerage

Water

Admin, 6, 13%

Billing and Charges, 25,

56%

Metering, 6, 13%

Other, 1, 2%

Water, 7, 16%

Admin

Billing and Charges

Metering

Other

Water

20

Figure 4 - Dee Valley Water April to January 2015

The percentages for Dee Valley Water changed not due to an increase in water complaints but a reduction in all other categories. Actual numbers are given, as well as percentages to demonstrate this. NB there are still 2 calendar months data to be included before we have the full year comparisons. 3. Complaint by property type

Agricultural Commercial Domestic Mixed Use Unknown Total

DVW 0 1 24 0 0 25

DCWW 11 37 273 9 8 338

4. CCWater Performance Targets, all contacts Figures shown below are for the Wales Office for April 2014 to January 2015. This covers all complaints we have handled (in both England and Wales). Operational Performance

Admin, 1, 4%

Billing and Charges, 15,

60%

Metering, 2, 8%

Other, 0, 0%

Water, 7, 28%

Admin

Billing and Charges

Metering

Other

Water

5 day 20 day 40 day

OBP Target 14/15 99.5%

79%

91%

Achieved 100%

81.9%

92.2%

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Customer Satisfaction Surveys Figures for the first 3 quarters of the survey.

CSS Outcome % CSS Speed % CSS Service % CSS Courtesy %

OBP Target 14/15

61%

80%

75%

93%

Achieved

63.3% 83% 84.1% 96.4%

The Wales office has exceeded OBP all 4 measures to date. 5. Case Studies Two cases are elaborated below to demonstrate how we help vulnerable customers Dŵr Cymru Welsh Water Case Study A customer in Treharris had experienced low pressure problems on and off since 2004 with sudden drops which mostly affected the upstairs bathroom. He had been invalided out of the forces because of a disability and was unable to write or e mail and so had only been able to contact the Company by telephone, which he had done on numerous occasions over the years. The Company had also visited many times and he had always been told that they were meeting the minimum requirement at their stop tap. He explained he was struggling to cope with the stress anymore and needed help. We helped him through the complaints procedure and gave him independent advice on the Company’s responsibilities. Following further investigation Dŵr Cymru Welsh Water located and repaired a burst water main and the customer confirmed that the pressure had now improved. The Company followed up afterwards to make sure the problem was still resolved and offered to cancel his charges for the coming year as a gesture of goodwill for the time taken to resolve. Dee Valley Water Case Study We have been aware, for a number of years, of a customer of Dee Valley Water who writes frequently raising a number of issues from low pressure to concerns about the health and safety of pipework as well as his gas boiler. He has literacy issues and it has been difficult to understand his letters. The Company had visited his property on many occasions and confirmed that the water pressure was well above the required level but internal pipe issues may be a problem. Despite this he continued to write. We were pleased that the Company recently decided that a home visit by not just an engineer but a customer services representative might help put the issues to rest. Unfortunately the customer had a number of personal issues and was clearly very vulnerable. Most of the issues were outside the remit of Dee Valley. He had been living without heating or hot water as his gas supply was disconnected several years previously. His cold water supply was fine but he complained of discoloured water from the boiler. He also complained of a leak in one of the rooms (from a small pinprick leak in his private pipework). The Company were able to explain face to face the extent of their remit and provide advice,

22

signposting him to other assistance. Unfortunately his vulnerability means it is likely he will continue to contact the Company and CCWater. However he has been provided with a named contact if he needs to talk about any of the issues and a payment plan to try to get him paying towards his charges once more. 6. Dŵr Cymru Welsh Water, review of complaint classification. CCWater had raised concerns in the past about whether all correspondence from customers was being classified correctly as either Complaint or general correspondence. Dŵr Cymru Welsh Water invited us to join their own internal review team on the 15th January for their billing assessment/review. It was very useful and we thank the Company for welcoming us and being open and transparent. The overall impression of the CRM Ceri Walsh, was that the majority of complaints were classified and handled well and appropriately. There were two cases from the 50 or so general correspondence we reviewed which we believe should have been classified as complaints

One where the customer opened with stating that they had to write again because they didn’t get a response to their previous letter. The Company had no record of receiving it but the guidance clearly states this should be classified as a complaint.

One that used Capital letters to say ‘Do NOT disconnect my supply’ and went on to question their responsibility for the bill in quite mild terms.

This raised a good discussion on their understanding of the former and an agreement that they would ensure that this was addressed with their teams. In addition from the review of complaints we identified a potential process change which might avoid unwanted contact/complaints. This involved the AMC ‘offer letter’. Rather than automatically granting the lower tariff, the Company issue a letter which means the customer has to contact them to accept. We asked why this was the case. If indeed the customer acceptance is required then there should be a follow up process to prompt response. It seems highly unlikely they would not want to accept the lower charge. It was also noted that when there is a change of occupier the property reverts back from AMC to RV charges and we questioned if this was in the interests of the consumer. We are aware that the AMC band is dependant on information given by the customer but would seek assurance that the new customer is made clearly aware of the options and consequences of possible higher than necessary charges. The transparency/awareness of AMC is an issue which CCWater is becoming increasingly concerned about. The Company has offered an invitation to CCWater to attend any future assessments we would like to attend for not just billing issues but also operational areas.

23

Agenda Item 7b, Verbal

CCWater Delving into Water report-update on cross industry performance

issues.

Purpose

Action

: :

To report on key industry performance issues across England and Wales as presented in CCWater’s ‘Delving into Water report’. Attendees to note the key findings of CCWater’s ‘Delving into Water report’.

Overview of CCWater’s ‘Delving into Water report’ findings

The industry is making progress in most of the areas that matter to customers – high level trends over

the past four years show that:

Complaints to water companies are falling.

Although more customers that are struggling to pay their water bills are receiving help, general

awareness of the assistance schemes that are available remains low.

The amount of time that customers are without water as a result of interruptions to their supply

is decreasing.

Water consumption is falling, driven by increased metering and continuing campaigns to use water

wisely.

Key concerns highlighted by the report are :

Sewer flooding remains an area of significant concern and the consequences can be devastating

for customers.

Although companies are meeting their targets, leakage levels have been rising since the low in

2011-12, and are now 22% of water put into supply.

Key performance issues in Wales as presented in November 2014 remain the same (notably water

supply interruptions and drinking water quality performance).

Some additional performance trends relevant to Wales presented in the report are:

Uptake of current assistance Dee Valley and Dŵr Cymru schemes is the highest amongst Water and

Sewerage Companies (WaSCs) and Water only Companies (WoCs).

Dee Valley has the second highest number of customers paying through Water Direct amongst

WoCs - there is a rising trend for both companies in Wales.

Number of customers on Dee Valley’s additional service assistance could be improved whilst Dŵr

Cymru is performing well comparatively to the rest of the industry.

http://www.ccwater.org.uk/wp-content/uploads/2015/01/Company-performance-report.pdf


http://www.ccwater.org.uk/wp-content/uploads/2014/12/CCWater-Industry-Performance-Presentation-Nov-2014.pdf

24

Dŵr Cymru had the lowest number of internal sewer flooding incidents in 2013/14 (and so did

Wessex).

Over the last four years daily consumption of water per customer has been reducing in Wales - at

145lt/day Dŵr Cymru consumption (litres per person per day) is at the average of England and

Wales (144lt/day) whilst Dee Valley is below average (133lt/day).

Metering uptake is on the rise in Wales but at 37% Dŵr Cymru is below the average metering

penetration in England (49%) whilst Dee Valley is above average at 56%.

For more detail and comparative graphs see:


Lia Moutselou, CCWater


25

Agenda Item 7, Paper No.15 29 07c

Company current updates on customer services, operations, performance

and investment

Dee Valley Water (DVW) Report, April 2014 to December 2014

Purpose

Action

: :

To review the company’s overall performance, key operational issues, customer services complaints statistics and review the number of customers receiving assistance. To consider trends, types of complaints and challenge ‘right first time’ delivery To consider implications for consumers and how any problems were resolved. Company to update the committee on:

1. Key customer and operational issues. 2. Company’s financial performance. 3. Changes to company staff and governance. 4. Progress on discolouration and customer contacts.

1. Dee Valley Water Key Performance Indicators Report for October to December 2014

CUSTOMER EXPERIENCE

Customer complaints and satisfaction

Complaints received until the end of December 2014/15, were 30% lower than the same period in 2013/14, which continues the downward trend of previous years. The Customer Service team was a relatively new team put together during 2012/13 and the growth of knowledge and experience has played a part in reducing the number of complaints received. A high emphasis on ‘get it right first time’ is playing a significant part in our improved performance to date. Examples of where we have been able to help customers are detailed below:

26

1. A customer in Chester had a defective overflow which was wasting water and led

to a large bill. As the overflow was not accessible to the customer, we chose to apply an allowance to his account, effectively writing off the charges for the wasted water. When the case was closed the customer commented that Dee Valley Water had been “marvellous” throughout the process.

2. Following substandard work carried out by a plumber, which left water running out of an open ended pipe, a customer in Chester was facing a very large bill. After hearing about the unfortunate situation, we reduced the bill by £13,600 to cover the charges for the wasted water.

At the end of December 2014, 3 waves of customer satisfaction surveys had taken place and are ranked 7th overall. We are currently looking at the comments made by those customers who were interviewed with a view to improving our services. In addition, we are concentrating on improving our communications with customers, particularly those who experience supply problems.

Supply Interruptions The amount of time that customers have been affected by supply interruptions for 2014/15 is at the same level compared to the same period during 2013/14. For 2014/15, the anticipated regulatory compliance KPI score for SIM is Green (at or above target level).

Drinking Water Compliance Drinking water compliance for the calendar 2014 year continues to be high and is based on all known failures, including those associated with individual customers’ plumbing.

Sewer Flooding Not applicable.

RELIABILITY AND AVAILABILITY

Serviceability For 2014/15, the regulatory compliance KPI score is anticipated to be for Water Infrastructure (below ground assets) (marginal serviceability), which is the same level as for 2013/14. For 2014/15, the regulatory compliance KPI score for Water Non-Infrastructure (above ground assets) was Green (improving or stable serviceability), which is the same level as for 2014/15.

Security of Supply

Ambe

r

27

Reservoir levels are normal for this time of year. For 2014/15, the regulatory compliance KPI score for Security of Supply is anticipated to be Green (at or above target level). Leakage We out-performed our leakage target for 2013/14 and are on target to meet our leakage target for 2014/15. For 2014/15, the anticipated regulatory compliance KPI score for Leakage is Green (met the leakage target).

ENVIRONMENTAL IMPACT

Measuring Green House Gases (GHG) For 2014/15, the anticipated regulatory compliance KPI score for Greenhouse Gases is Green (at or below 10% of the 2009 Final Business plan prediction).

Pollution Incidents The requirement to report on pollution incidents has been removed by Ofwat.

Satisfactory disposal of wastewater Not applicable. Dee Valley Water 28 January 2015

28

2. Dee Valley Water- Report to CCWater for April- December 2014

DISCLAIMER: The data presented in this report has not been subject to external review. CCWater respects the nature of the data provided and that the data presented may be revised as a result of companies' internal audit processes.

NOTES:

1. Information about connected properties is to be reported annually (as of 31 March).

2. Any 'annual' figures refer to the financial year (April - March).

3. Year to date (YTD) figures refer to the cumulative figure up to the end of the quarter when the information is requested.

4. Supporting comments to include relevant information such as policy changes, operational issues and/or customer service improvements.

Connected properties (as at 31 March)

Water only

Sewerage only

Water and sewerage

Total

Household 114,924 0 0 114,924

Non-household 9,824 0 0 9,824

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvements

1. Customer Experience

1.1 Service Incentive Mechanism

Service Incentive Mechanism *Household/non-household split voluntary for 2014-15

2010-11 2011-12 2012-13 2013-14 2014-15

Q1 Q2 Q3 Q4 Year to date

Unwanted telephone contacts 20,542 13,808 15,046 13,221 2,956 3,830 3,111 9,897

Written complaints (including email) 730 622 444 369 58 66 75 199

Household 549 395 345 49 64 72 185

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Non-household 73 49 24 9 2 3 14

2nd level written complaints 69 73 40 28 5 6 3 14

Household

34 27 5 4 3 12

Non-household 6 1 0 2 0 2

CCWater investigations 2 0 0 0 0 0 1 1

Household 1 0 0 0 0 0 1 1

Non-household 1 0 0 0 0 0 0 0

Quantitative SIM Score * Quarterly info voluntary for 2014-15 6.5 26.6 32.3 35.5 YTD 47.0 YTD 43.2

YTD 39.7 39.7

Qualitative SIM Score * Quarterly info voluntary for 2014-15 4.5 4.5 4.5 4.5

TOTAL SIM Score * Quarterly info voluntary for 2014-15 52 70 76 80

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvements We are not undertaking any customer qualitative surveys during 2014/15.

1.2 Written Complaints

Categories of written complaints *Household/non-household split voluntary for 2014-15

2010-11 2011-12 2012-13 2013-14 2014-15


Charging and billing 582 500 331 256 43 43 51 137

Household

439 293 236 37 37 45 119

Non-household 61 38 20 6 1 4 11

30

Water service 96 74 71 76 14 19 17 50

Household

71 64 74 11 18 17 46

Non-household 3 7 2 3 1 0 4

Sewerage service

Household

Non-household

Metering 24 20 20 19 0 1 3 4

Household

18 20 19 0 1 3 4


Other service issues 28 28 22 18 1 3 4 8

Household

21 18 16 1 3 4 8


Total number of complaints (including email) 730 622 444 369 58 66 75 199

Household

549 395 345 49 64 69 182

Non-household 73 49 24 9 2 6 17

Total number of complaints per 10,000 connections 59.5 50.4 35.8 29.6 4.6 5.3 6.0 16

Household

44 32 28 3.9 5.1 5.5 15

Non-household 6 4 2 0.7 0.2 0.5 1

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvements The number of written complaints received has continued the three year decreasing trend.

31

1.3 Vulnerable Customers

Vulnerable customers (as at 31 March)

2010-11 2011-12 2012-13 2013-14 2014-15

Total % of household metered properties

Total number of metered customers on WaterSure (or non-statutory equivalent in Wales) 455 666 734 897

Medical reasons NA 364 369 443

Family criteria NA 302 365 454

Where applicable - number of customers receiving assistance from other company tariffs (cost neutral or customer funded) and a breakdown as appropriate

n/a n/a n/a n/a

Number of customers receiving assistance through the Customer Assistance Fund

Total number of customers on Water Direct NA NA 1,748 1,646

Total number of customers on Special Assistance Register 581 640 649 720

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvements We offer assistance to our customers through our WaterSure and Additional Services schemes. We also operate the Water Assist scheme for eligible Welsh Water sewerage customers.

32

2. Levels of Service Indicators

2.1 Sewer Flooding (not applicable for water only companies)

Sewer flooding: Internal 1 in 10 and 2 in 10 register

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar

Actual number of properties on the register at the start of the period

Total number of properties removed from the register

Total number of properties added to the register

Number of properties left on the register at the end of the period

Number of properties that have received mitigation measures in the reporting period

Number of properties that have actually flooded in the reporting period

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvements We are a water-only company and do not provide sewerage and drainage issues.

33

Sewer flooding: External 1 in 10 and 2 in 10

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar

Actual external areas at the start of the period

Total number of external areas removed from the register

Total number of areas added to the register

Number of areas left on the register at the end of the period

Number of areas which have received mitigation measures in the reporting period

Number of areas which have actually flooded in the reporting period

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvements We are a water-only company and do not provide sewerage and drainage issues.

2.2 Leakage

Leakage 2010-11 2011-12 2012-13 2013-14 2014-15

April - Sept Oct - Mar

Total (Ml/d) 9.92 8.52 9.28 10.15 9.46

FD Target (Ml/d) 10.22 10.22 10.22 10.22

34

Distribution input (Ml/d) 65.53 62.54 61.25 62.64 63.87

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvements We expect to meet our leakage target in 2014/15.

2.3 Supply Interruptions

Supply interruptions 2010-11 2011-12 2012-13 2013-14 2014-15 Year to date Q1 Q2 Q3 Q4

Actual - number of hours lost due to water supply interruptions for three hours or longer per property served (hours/property)

0.6 0.19 0.24 0.15 0.05 0.03 0.03 0.11

Supporting comments: The relatively mild weather during Winter 2013/14, has contributed to a low level of supply interruptions.

2.4 Metering

Metered (billed) customers 2010-11 2011-12 2012-13 2013-14 2014-15

Household (%) 50 52 54 56

Universal metering programme target (%) (where applicable)

AMP5 target (%)

Non-household (%) 92 93 93 93

Supporting comments:

35

We do not have a compulsory meter programme.

2.5 Water demand

Household water demand (pcc) 2010-11 2011-12 2012-13 2013-14 2014-15

Measured (litres per person per day) 118.58 113.89 121.17 113.22

Unmeasured (litres per person per

day) 158.60 161.31 148.21

153.33

Average (per person per day) 138.59 137.60 135.50 132.91


36

3. Dee Valley Water- AMP5 investment update 2009-2015

Investment for customers between 2009 and 2015 (AMP5 update) [Please for each year mark each cell for the target outputs as GREEN-on target, AMBER-getting there and RED-not there].

AMP progress end of year and YTD AMP5 targets

Progress and comment

Water Programme 2010-11

2011-12

2012-13

2013-14

2014-15

2014-15

WTW Quality (No.) 0 1 1 2 0 4

We have improved the integrity of the roof on two of our service reservoirs and we have installed manganese removal treatment at Llwyn Onn treatment works and successfully cleaned the Wrexham Ring Main. Llwyn Onn treatment works was planned expenditure, whereas the other projects were reactively driven to improve water quality

WTW Strategic Maintenance (No.)

0 0 0 1 1 2

We have successfully completed the rebuild of Llwyn Onn WTW, which became operational in August 2013. The improvement work at Sesswick WTW was completed at the end of December 2014.

Acceptability to customers (km)

52 51 62 69 142 250

There has been a reduction in the number of customer contacts received following the Wrexham ring main cleaning project in 2013/14. During 2014/15 we plan to reduce the number of customer contacts further by cleaning 142km in a single year, therefore significantly exceeding our AMP5 target.

37

Mains in poor condition (km)

10 7 9 7 11 46 We expect to meet our mains renewal target for the AMP5 period.

Leakage Ml/d 10.22 10.22 10.22 10.22 10.17

10.22 We expect to meet our leakage target. 9.92 8.52 9.28 10.15 9.46

Optional Meters (No.)

1,577 1,774 1,581 1,849 1,148 N/A We do not have a target for the installation of optional meters.

Other Finally, please update us on any additional investment completed for the benefit of your customers in this section too please from your

profits.

39

Agenda Item 7, Paper No.15 29 07d

Company updates on customer services, operations, performance and investment

Dŵr Cymru Welsh Water (DCWW) Report, April to December 2014.

Purpose

Action

:

:

To review the company’s overall performance, key operational issues, customer services complaints statistics and review the number of customers receiving assistance. To consider trends, types of complaints and challenge ‘right first time’ delivery To consider implications for consumers and how any problems were resolved. Company to update the committee on:

1) Key customer and operational issues 2) Changes to company staff and governance 3) Company’s financial performance. 4) Changes to company staff and governance 5) Progress on water supply interruptions and water quality contacts performance.

40

1. Dŵr Cymru Report for April- December 2015

DISCLAIMER: The data presented in this report has not been subject to external review. CCWater respects the nature of the data provided and that the data presented may be revised as a result of companies' internal audit processes.

NOTES:

1. Information about connected properties is to be reported annually (as of 31 March).

2. Any 'annual' figures refer to the financial year (April - March).

3. Year to date (YTD) figures refer to the cumulative figure up to the end of the quarter when the information is requested.

4. Supporting comments to include relevant information such as policy changes, operational issues and/or customer service improvements.

Connected properties (as at 31 March)

Water only

Sewerage only

Water and sewerage

Total

Household 81,897 130,913 1,204,960 1,417,770

Non-household 40,301 8,529 76,653 125,483

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvements: New Billing System: We planned the cut over to avoid any adverse impact to customers. We managed work volumes to go into cut over with no backlogs to give our teams the headroom they needed to get used to the new system. We have carried out over 20k tests on the new system and had four ‘dress rehearsals’ of cutover. Having trained all our employees, including refresher training, we have support in place through floor walking help and we have mapped out escalation processes for any technical issues that arise. Whilst we have planned and tested thoroughly, we recognise that no large system implementation is without its problems. We have carried out as much scenario planning as we feel we can, and we have people in place to react quickly if we do experience a problem. Replacing a billing system of this scale is not without risk (as an indication, last year we billed over £650m and responded to around 660k contacts through our billing system) but we hope that the hard work and dedication of the team that has been working on this project for the last three years means that we have minimised any adverse impact to customers and our employees who serve them.

41

1. Customer Experience

1.1 Service Incentive Mechanism

Service Incentive Mechanism *Household/non-household split voluntary for 2014-15

2010-11 2011-12 2012-13 2013-14 2014-15


Unwanted telephone contacts 432,101 204,895 142,059 131,346 29,549 33,595 33,148 96,292

Written complaints (including email) 11,033 4,660 3,953 4,079 829 914 708 2,451

Household 775 832 640 2,247

Non-household 54 82 68 204

2nd level written complaints 354 296 263 238 48 58 49 155

Household 46 54 43 143


CCWater investigations 7 0 0 2 0 0 1 1

Household 0 0 1 1


Quantitative SIM Score * Quarterly info voluntary for 2014-15

N/A 186* 137* 139.07* 27.96 31.09 29.29 88.34

Qualitative SIM Score * Quarterly info voluntary for 2014-15

4.26 4.48 4.62 4.62 4.43 4.47 4.42 4.44

TOTAL SIM Score * Quarterly info voluntary for 2014-15

N/A 78 84 84 N/A N/A N/A N/A


42

Our SIM Quantitative score year to date is 88.34 an improvement compared to 106.76 for the same period last year. This is due to a large reduction in the number of abandoned calls due to changes to our automated payment line and call centre focus on staffing levels. In addition we've received fewer complaints due to a focus on "first time resolution". Following on from the success of the Voice of the Customer post contact surveys we are going to be implementing Rant & Rave, a customer feedback tool. Note - The qualitative score is the pilot OFWAT survey results. The results from three waves of the OFWAT pilot data for all received contacts (instead of the previous measure of resolved contacts) has shown that scores of the overall water industry has dropped. The overall water industry score for 2013/14 was 4.48 compared to a score of 4.21 against the new measure, for all received contacts. We have achieved a score of 4.44 based on three waves. Unable to calculate the Total SIM score as the formula for the calculation is being reviewed by OFWAT using pilot data submitted by water companies. Household/Non Household split has been included in the report but this is indicative numbers and the figures could change when OFWAT confirm the definition of Household / Non Household and we completed our year end process.

1.2 Written Complaints

Categories of written complaints *Household/non-household split voluntary for 2014-15

2010-11 2011-12 2012-13 2013-14 2014-15


Charging and billing 6,493 1,971 1,180 1,123 211 231 232 674

Household 192 195 213 600


Water service 1,403 792 746 823 133 159 123 415

Household 126 148 118 392


Sewerage service 968 678 810 702 165 178 115 458

Household 156 168 98 422


Metering 40 26 35 37 6 3 0 9

Household 6 3 0 9

43


Other service issues 2,129 1,193 1,182 1,394 314 343 238 895

Household 295 318 211 824


Total number of complaints (including email) 11,033 4,660 3,953 4,079 829 914 708 2,451

Household 775 832 640 2,247


Total number of complaints per 10,000 connections 72 36 26 26 21 23 18 21

Household 22 23 18 21


Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvements For the first nine months of this year we have received 2,247 complaints compared to 3,155 for the same period last year, a reduction of 29%, which is an excellent result. This is due to our focus on first contact resolution, although we believe there is still more to do on keeping the customer updated and tone of conversations. In Charging and Billing we saw a reduction of 25%. In Water we saw a reduction of 36%. In Sewerage we saw a decrease of 12%. In Other we saw a decrease of 15%. The other category includes complaints about customer service failures for example where we have failed to manage the customer’s expectation and keep them updated.

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1.3 Vulnerable Customers

Vulnerable customers (as at 31 March)

2010-11 2011-12 2012-13 2013-14 2014-15

Total % of household metered properties

Total number of metered customers on WaterSure (or non-statutory equivalent in Wales)

18,058 24,247 26,904 32,631 34,578 26%

Medical reasons 9,524 13,347 15,872 17,574 18,716

Family criteria 8,534 10,900 11,032 15,057 15,862

Where applicable - number of customers receiving assistance from other company tariffs (cost neutral or customer funded) and a breakdown as appropriate

1 2 2 2

Number of customers receiving assistance through the Customer Assistance Fund

1,900 2,463 4,121 4,251 3,187

Total number of customers on Water Direct 14,354 15,148 12,247 11,228 11,471

Total number of customers on Special Assistance Register 11,555 15,868 17,921 20,309 22,754


45

We continue to see a steady increase of customers being accepted onto third party deductions. We have been undertaking a review and audit of our customers who have been accepted onto the Customer Assistance Fund (CAF). We recognise that there is a growing number of customers who have been accepted on the CAF scheme who are still not paying. We realise that this could be due to customers not being used to paying water charges and therefore, in order to ensure that these vulnerable customers can benefit for the scheme, we are introducing different steps to contact them on a monthly basis to remind them to pay, for example texts and outgoing phone calls. Social Tariffs: One of our key business areas is to ensure that we have the right transition plan in place to support our existing Welsh Water Assist customers. This is a critical business area for us and we are committed to ensuring that each customer is on the best tariff that suits their individual circumstances. A transition plan has been approved by the DCWW Board which reflects the discussions held with CCWater and Ofwat during the development of the tariff. This plan will be discussed in more detail during a planned meeting scheduled for the 29th Jan 15. We are currently undertaking an impact assessment for our WWA customers, to understand how many customers will naturally be transferred to standard charges due to their eligibility status ( i.e. children reaching the age of 20), over the transitional period. We will also be able to determine how many customers that will be transitioned onto WaterSure Wales. We will make a best estimate of how many customers will opt for a water meter. We will share this with CC Water once completed. We have held roadshows with all Local Authority/Registered Social Landlord groups throughout Wales to update them on HelpU and WaterSure Wales and to answer any questions and concerns that they may have. These sessions have been very successful and we have had enormous support for our new social tariff offerings which has been very encouraging. We have had over 60% of organisations invited attending and we offer those that were not in a position to attend a 121 meeting. We are refining the administration application process and will be working with our partners to fast track vulnerable customers onto HelpU at the earliest opportunity. We are also identifying customers who contact us who we feel may benefit and have launched a web page for customers to register their interest so that we can put them onto HelpU after 1 April. We have been working with the water efficiency team to ensure that all applicants for HelpU will receive water efficiency advice and be able to claim a free water saving gift.

46

Debt Collection & DCA’s: Whilst the economic indicators have generally been positive, there is considerable evidence that this good news has not reached consumers. This is evidenced in our contact with customers, and an increasing shift away from customers paying in full to paying by instalments. A key focus going forward will be to understand how we can work more closely with Debt Advice organisations, ensure our contact strategy engages more people and maximise the return on our efforts. We are already working with StepChange and have registered with the Money Advice Trust to use their Common Financial statement to help assess income. Local changes such as integrating text messages into our contact strategy, and debt call routing have already been implemented. Sharing data with the Credit Reference Agencies, refining our letter suite and approach to customers will be developed over the next 12 months. Litigation continues to be a key part of that strategy, with clear evidence of success when litigating appropriate accounts. In 2015 further automation is planned to increase the throughput, whilst at the same time ensuring activity is appropriately targeted. DCA volumes have stabilised following last year’s increases, a procurement exercise provides us the opportunity to re-visit their role in the collections strategy and ensure that it is fit for purpose.

2. Levels of Service Indicators

2.1 Sewer Flooding (not applicable for water only companies)

Sewer flooding: Internal 1 in 10 and 2 in 10 register

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar


250 267 218 215 211 N/A

Total number of properties removed from the register 15 79 79 53 13 219

Total number of properties added to the register 32 30 76 49 14 N/A

Number of properties left on the register at the end of the period 250 267 218 215 211 212 211

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6 1 8 0 5 6 10


290 197 186 256 194 76

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvement: Information is provided half yearly Our challenge for AMP5 is to attain a target of 211 properties remaining on the Internal 2:10 & 1:10 Register by March 2015, from a starting point of 250 properties. The number of properties in the 2:10 & 1:10 categories has reduced each year in the current AMP in line with our profiled targets, and we are on course to achieve the AMP-end target of 211. To the end of September, the 2:10 & 1:10 Register stands at 212 properties, with a further 25 properties expected to be removed by capital improvements by year-end. In terms of overall number of properties flooded, we are outperforming our targets for both hydraulic overload and other cause flooding. 29 properties have been flooded internally due to hydraulic overload. Two of these properties have flooded twice, and both are now protected by mitigation. There have been no 'severe weather' events confirmed in Wales so far this year, although the Met Office are still investigating the severity of flooding in Cwmbran on 22nd May. (If severe weather is confirmed these figures will be updated.) A localised storm caused widespread flooding across western Cwmbran - although much of this was fluvial, we are actively working with Torfaen County Borough Council to share information and co-ordinate our responses. 47 properties have been flooded internally due to 'other causes' (primarily blockages).

Sewer flooding: External 1 in 10 and 2 in 10

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar


2,626 2,757 2,778 3,081 3,237 N/A

Total number of external areas removed from the register 32 91 110 85 30 N/A

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Total number of areas added to the register 163 112 413 241 60 N/A

Number of areas left on the register at the end of the period 2,626 2,757 2,778 3,081 3,237 3,267 N/A


12 5 2 4 10 1 N/A


3,448 4,290 4,133 4,788 3,810 1,609 N/A

Supporting comments: Please comment on any trends as a result of recent policy changes, operational issues, and/or customer service improvement: Information is provided half yearly To the end of September, there have been 60 additions to the 2:10 & 1:10 external risk categories (twenty of these during heavy rain in S Wales on 22nd May and 10th August). We have removed 27 properties through investment, including three of the worst-affected properties in Wales at Llandrindod Wells. Capital improvements are due to be delivered in Cowbridge before year-end to remove another significant external-only flooding issue affecting 17 properties.

2.2 Leakage

Leakage 2010-11 2011-12 2012-13 2013-14 2014-15

April - Sept Oct - Mar

Total (Ml/d) 202.82 161.65 178.42 183.75 175.95

FD Target (Ml/d) 190.1 188.1 186.2 184.77 184.80

Distribution input (Ml/d) 844.97 834.57 801.26 800.08 820.79


49

Our performance for year to date is strong, currently being 10MLD below our regulatory target. This is normal for the first part of the year's performance, as generally winter effects increase network leakage. We are making plans for the forthcoming winter period, in addition we are planning to distribute 1000 customer winter lagging packs through an online offering to help customers for winter. We are currently making plans for delivering our year 1 AMP 6 target which requires a 4 MLD reduction against our 2014 target.

2.3 Supply Interruptions

Supply interruptions 2010-11 2011-12 2012-13 2013-14 2014-15 Year to date Q1 Q2 Q3 Q4

Actual - number of hours lost due to water supply interruptions for three hours or longer per property served (hours/property)

Not available

0.715

0.878

0.844 0.

130 0.11 0.09 0.33

Supporting comments: So far this year 2,128 properties have had supplies interrupted by duration of more than 12 hours. The main cause (2,087 properties) being burst mains. In addition to these events 2 separate burst mains caused loss of supply to 2815 and 2200 properties for 11hrs 13 mins and 5hrs 53 mins respectively.

2.4 Metering

Metered (billed) customers 2010-11 2011-12 2012-13 2013-14 2014-15

Household (%) 33% 34% 35% 37%

0.380

Universal metering programme target (%) (where applicable)

AMP5 target (%) 33% 36% 38% 40% 0.418

Non-household (%) 91% 91% 91% 91% 0.

50

910

Supporting comments: As this calculation is prepared on an annual basis the reported number is the latest forecast outturn for 2014-15 which was prepared as part of our 2015-16 charges submission. The forecast is based on the number of optants and new connections as at the end of Nov 14, it is marginally lower than the original forecast due to a reduction in the number of optants offset by an increased growth in new connections. The latest forecast remains consistent with our PR14 numbers which are below the AMP5 prediction due to a combination of fewer new connections as a result of the economic recession and fewer customers switching.

2.5 Water demand

Household water demand (pcc) 2010-11 2011-12 2012-13 2013-14 2014-15

Measured (litres per person per day) 118.15 119.09 115.33 112.36 109.88

Unmeasured (litres per person per

day) 159.62 163.42 154.61 157.05 158.88

Average (per person per day) 149.63 152.13 144.35 144.62 144.66

Supporting comments: These figures are based on the April to December 2014 period and they will be naturally higher than the full year period as six months of the period cover the spring and summer period when extra water is used due to the better weather. Compared to last year April to December 2014 was slighter wetter but September 2014 was much drier than September 2013 so there was greater demand in this period compared to last year. A downward trend in measured water demand is expected due to the impact of meter optants on the total measured household volume. As more customers opt to become metered the measured household volume increases but the measured population component also increases but disproportionally to the volume (i.e. households with a low number of occupiers switch to measured first). The magnitude of this change is then offset due to the effects of climatic conditions and how this influences consumption in any given year. Unmeasured water demand fluctuates more obviously across the years and is more reflective of the climatic conditions experienced in that year.

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1. Sewer Flooding incidents equal and more than 1 in 20

Sewer flooding: Internal 1 in 20 register

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar


264 278 271 274 271 N/A

Total number of properties removed from the register 0 11 13 14 0 N/A


Number of properties left on the register at the end of the period 264 278 271 274 271 272 0 N/A


0 0 0 3 1 0 N/A


5 14 1 5 2 5 N/A

Supporting comments: To the end of September, there has only been one rainfall event in Wales with a return period greater than 10 years - this occurred in Newport on 22nd May. As a result of this event, one property has been added to the 1:20 risk category (this property had not previously reported flooding). A further 4 properties flooded during the same event, but at present these are subject to further investigation to confirm the cause. No properties have been removed from this category so far, but we plan to remove 12 properties by the end of the year through capital improvements. We expect to achieve at least a stable number of properties in this risk category across AMP5.

Sewer flooding: Internal > 1 in 20 2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5

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April - Sept

Oct - Mar

target


740 740 718 735 718 N/A

Total number of properties removed from the register 10 27 10 19 0 N/A


Number of properties left on the register at the end of the period 740 740 718 735 718 718 0 N/A


0 0 0 1 0 1 N/A


19 14 0 37 2 0 N/A

Supporting comments: Between April and September 2014, there have been no storm events with a return period of greater than 20 years, and there have been no changes to the Internal 1:20+ risk category. The Internal 1:20+ risk category is not reportable to OFWAT and has no serviceability targets, although we collect data on such incidents in exactly the same way as other flooding, and properties in all risk categories are subject to prioritisation for potential investment.

Sewer flooding: External 1 in 20 register

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar

Actual external areas at the start of the period 335 336 333 352 371 N/A

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Number of areas left on the register at the end of the period 335 336 333 352 371 372 0 N/A


0 1 0 0 1 0 N/A


0 4 2 7 17 12 N/A

Supporting comments: Two properties have been added to the External 1:20 risk category, again having flooded in the 19-year storm event in Newport on 22nd May. One property has transferred to a higher risk category having flooded for a second time. We expect to remove three properties from this risk category by year-end as part of a RainScape scheme in Gwynedd.

Sewer flooding: External > 1 in 20 2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar


525 552 541 606 595 N/A



54

Number of areas left on the register at the end of the period 525 552 541 606 595 593 0 N/A


0 1 0 0 2 0 N/A


29 48 0 108 0 0 N/A

Supporting comments: Between April and September 2014, there have been no storm events with a return period of greater than 20 years. Two properties have been removed from the External 1:20+ Register, following additional flooding which has caused an increase in risk category. The External 1:20+ risk category is not reportable to OFWAT and has no serviceability targets, although we collect data on such incidents in exactly the same way as other flooding.

Internal Flooding-Actual sewer flooding due to hydraulic overload (no of properties)

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar

Return Period less than 1 in 10 years 68 33 29 63 50 24

85

Return Period between 1 in 10 years and 1 in 20 years

5 14 1 5 2 5

Return Period between 1 in 20 and 1 in 30 years

11 0 0 10 0 0 N/A

55

Return Period greater than 1 in 20 years

8 14 0 27 2 0 N/A

Total number actual flooding regardless of return period

92 61 30 105 54 29 0 N/A

External Flooding- Actual sewer flooding due to hydraulic overload (no of properties)

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar

Return Period less than 1 in 10 years

450 288 175 569 373 185 N/A

Return Period between 1 in 10 years and 1 in 20 years

0 4 2 7 17 12 N/A

Return Period between 1 in 20 and 1 in 30 years

16 0 0 33 0 0 N/A

Return Period greater than 1 in 20 years

13 48 0 75 0 0 N/A

Total number actual flooding regardless of return period

479 340 177 684 390 197 0 N/A

Actual sewer flooding due to 'Other Causes' (no of properties)

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar

Internal Flooding 198 136 156 151 140 47 100

External Flooding 2969 3950 3956 4104 3420 1412 N/A

Supporting comments: If possible provide a brief narrative of the main 'other causes', e.g. fat blockage or other.

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The majority of 'other cause' sewer flooding issues are caused by blockages (around 80%). Of these, around 50% are caused by 'sewer abuse' (fat, nappies/wipes, concrete & bricks etc). Around 7% are directly caused by fat, although fat, oil and grease is typically present to some degree in the majority of blockages. To the end of September, we are on course to achieve our year-end target of no more than 100 properties internally flooded due to 'other causes' - this would represent our best-ever performance.

Repeat Sewer Flooding (no of incidents)

2009-10 2010-11 2011-12 2012-13 2013-14 2014-15 AMP5 target

April - Sept

Oct - Mar

No of Internal Flooding incidents occurring at properties that have previously reported flooding (internal or external) in the last ten years

Not measured

Not measured

47 103 82 18 <90

Supporting comments: This is a Customer Experience service measure, implemented by OFWAT for the water industry from 2011-12. It measures the number of internal sewer flooding incidents in the year occurring at properties that have previously reported flooding in the last ten years. At the midpoint of the year, we have had 18 incidents qualify against the KPI, against a year-end target of <90. To the end of September, no properties have flooded internally more than once due to 'other causes'. Two properties have suffered twice from internal flooding due to hydraulic overload (Cardiff and Port Talbot). Both are new additions to our Flooding Register, and our Capital Delivery team have commenced investigations towards a permanent solution in each case. Non-return valves have been fitted at both properties to provide mitigation while our investigations continue.

57

2. Dŵr Cymru Investment for customers between 2009 and 2015 (AMP5 update)

[Please for each year mark each cell for the target outputs as GREEN-on target, AMBER-getting there and RED-not there].

Area of Investment [1]

AMP progress end of year and YTD AMP5 targets

Progress and comment

Water Programme 2010-11

2011-12

2012-13

2013-14

2014-15

2014-15

WTW Quality (No.) 15 3 2 0 2 22

Whilst we have experienced an element of delay to the water treatment improvement programme as a result of significant scope increases requiring substantial additional investment. The scheme at Cwmystradllyn WTW is currently forecasting completion 1 month after its proposed revised date due to construction delays - all efforts are being made to recover this position.

WTW Strategic Maintenance (No.)

5 1 3 1 8 18

Whilst we have experienced an element of delay to the water treatment improvement programme as a result of significant scope increases requiring substantial additional investment and adverse weather in final quarter 2013/14, we remain confident that the programme will be substantially delivered by the end of the AMP period. The 2 outputs previously experiencing delays due to planning and land acquisition issues - one scheme is now due on site in February and will complete by March 2015. The other is now subject to a compulsory purchase order and will consequently be delayed.

Acceptability to customers (km)

55 70 7 11 131 410

The original target of 410 km (renovation and cleansing) is unlikely to be required due to a reduction in the number of customer contacts related to discoloured water. The current programme has been set to meet our current view of required work. There will be a slight delay to the cleansing scheme at Llyn Conwy as a result of delays at the treatment works. Scheme commencement has been programmed for April 2015.

Mains in poor condition (km)

97 176 149 107 45 574

Continued positive performance across this sub-programme with 107 km delivered in 2013/14. We remain confident that the full AMP output will be delivered. Progress to the end of December 2014 is 39 km.

58

Leakage Ml/d 202.82 161.65 178.42 183.75 175.95

184.8 see main report

190.1 188.1 186.2 184.77 184.8

Option Meters (No.) 12850 14124 15250 16770 17000 98,800

Although option meter installations in 2013/14 were up on previous years we continue to experience lower levels of customers opting for meters as compared to our FD. The total number of meters installed to the end of December 2014 is 11603 and we are currently forecasting similar levels to 2013/14.

Waste Water

CSO (No.) 1 2 7 11 5 26

We remain on target to deliver the full 5 year Network Enhancement Programme (NEP) after taking into account the Change Protocol process. A significant number of additional Event Duration Monitoring schemes (circa 470) have been introduced to the NEP and are scheduled for Year 5 delivery although the exact number is not yet included in the table. We have completed 399 as at December 2014.

WWTW & Investigations (No.)

8 7 31 2 26 68

4 additional Phosphate removal schemes have been added to our NEP Programme. A number of other timing changes have also been agreed with NRW. We remain on target to deliver the full NEP programme after taking into account the Change Protocol process. The scheme is experiencing delays caused by Planning issues involving NRW and CADW and will not be delivered by end of AMP - a date change will need to be agreed with NRW. We have also recently agreed a date change to December 2015 for 1 continuous output

Section 101a (No.) 0 0 1 1 1 4 We currently have 1 "live" Section 101 a first time sewerage schemes - this scheme was complete in November 2014.

Sewer Maintenance (km)

13 28 26 37 32 139

The Final output completed for 2013/14 year was 37 km against target of 34 km. This represents an improvement on our forecasted figures. Whilst we are forecasting to be marginally under the full AMP period output serviceability in this sub-service is forecast to be stable. Performance to the end of December remains positive with 27 km achieved. We are confident that our overall AMP target will be achieved.

59

Flooding (Properties/Area)

38 150 171 130 61 623 We remain on track to deliver the full programme for flooding outputs both for the current year and the full AMP programme. Our current forecast for Year 5 is 134.

Odour Schemes 0 11 7 13 9 40

Our re-prioritised odour programme has now been agreed with Ofwat and totals 40 individual schemes both at wastewater treatment works and on the sewerage network. We remain are on track to deliver the full AMP programme. Mitigation work associated with Magor Main network is complete. We can also confirm that Chester WWTW is programmed for delivery this year. 4 schemes have been completed at the end of December with all others on track for year-end delivery.

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Agenda Item 8, Paper No.15 29 08a

Minutes: 28th Wales Committee meeting in public,18 November 2014

Purpose Action

: :

To confirm minutes as a true and accurate record of the 28th meeting and review our action points. To approve and sign the minutes.

DRAFT

CONSUMER COUNCIL FOR WATER (CCWATER)

WALES COMMITTEE

MINUTES OF THE TWENTY EIGHTH MEETING

THE RIVERFRONT ART CENTRE, KINGSWAY, NEWPORT, NP20 1HG

Present: Wales Committee Chair Ms Diane McCrea

Wales Committee Ms Clare Evans

Mr Mansel Thomas

Mr Paul Roberts

Mr Ronnie Alexander

In attendance:

Policy Manager Ms Lia Moutselou

Consumer Relations Manager Mrs Ceri Walsh

Assistant Consumer Relations Manager Mr Mark Hayward

Representatives:

Dee Valley Water [DVW]

Chief Executive Mr Ian Plenderlieth

62

Customer Accounts Manager Mrs Sue Jones

Dŵr Cymru Welsh Water [DCWW]

Chief Operating Officer Mr Peter Perry

Managing Director Dŵr Cymru Ms Julia Cherrett

Customer Services Ltd

Head of Customer Services Mrs Karen Wenborn

Natural Resources Wales (NRW)

Senior Advisor Mr Mark Squire

Welsh Government [WG]

Water Policy Team Miss Liz Franks

Drinking Water Inspectorate

Inspector (Operations) Mr Frank White

Albion Water [ALB]

Mr Mike Turner

Mr Keith Edwards

Papers for this meeting are electronically available at:

http://www.ccwater.org.uk/wp-content/uploads/2014/11/Agenda-and-Papers-for-

CCWater-Wales-Committee-28th-Meeting-in-public-Newport-November-2014.pdf

1 Welcome & Apologies

1.1 Apologies were received from: Kirsty Williams MP, Hywel Williams MP, David Davies

MP, Rebecca Evans AM, and Natalie Hall, Natural Resources Wales (NRW)

http://www.ccwater.org.uk/wp-content/uploads/2014/11/Agenda-and-Papers-for-CCWater-Wales-Committee-28th-Meeting-in-public-Newport-November-2014.pdf


63

1.2 Diane McCrea (Chair) and the Wales Committee formally welcomed Mr Ian Plenderleith

to his first CCWater meeting in public.

2 CCWater Key Working Priorities

CCWater Wales Committee Activities

2.1 Committee activity is reported in meeting paper 14 28 02a (pages 3-6).

2.2 The Chair highlighted the following list of activities of particular interest:

4th November 2014, the CCWater Board met in Cardiff with Carl Sergeant,

Minister of Natural Resources and Food, Welsh Government.

CCWater is recruiting for Committee Local Consumer Advocates (these will

replace the current Local Consumer Advocates since all their terms of office

end 31st March 2015

CCWater has also begun advertising for a key appointment to replace Dame Yve

Buckland (CCWater Board Chair), whose term of office ends April 2015.

CCWater Wales’ next meeting in public, March 2015 will also be the final

meeting for current Wales Local Consumer Advocates Committee membership .

CCWater Consultation responses, publications and research

CCWater Wales’ consultation responses and other important reports are reported in

the meeting papers 14 28 02b (pages 7-8)

2.3 Paul Roberts [PR], Local Consumer Advocate (LCA) Wales Committee thanked Dŵr

Cymru Welsh Water (DCWW) for their attendance of a sewer flooding meeting with

CCWater Wales Committee on 20th October, an informative and productive meeting for

both organisations. The Committee was assured of the company’s data collections

processes and accuracy of data.

2.4 PR also thanked the representatives of Natural Resources Wales (NRW) who attended a

meeting at the Cardiff Office on 20th October. The purpose of the meeting was to

discuss the Water Framework Directive (WFD). It helped facilitate discussion and

understanding between both organisations that centred on the interest of water

consumers.

2.5 Mansel Thomas Wales, [MT] lead on affordability, reminded stakeholders it was

important to keep the water consumer at the centre of discussions. Poverty and

deprivations are real problems in Wales and more consumers are really struggling to

afford their water bill (1 in 8). The Committee recorded a concern on the likely

impact of WFD delivery on customer’s bills.

Social Tariffs discussion



64

2.6 Clare Evans, [CE] enquired how DCWW will manage the communications for the launch

of the Company’s Social Tariff (HelpU) in April 2015 to ensure both new (and existing

customers in receipt of Welsh Water Assist) are invited to apply or are given

alternative options should they fail to qualify for the Social Tariff.

2.7 Julia Cherrett [JC], Managing Director, Dŵr Cymru Customer Services (DCCS) informed

the meeting that Sarah Falder will be returning from maternity leave during January

2015, to her role whose primary focus will be on communications and sharing best

practice with external support agencies/or representing vulnerable groups.

2.8 JC also explained the launch of the new social tariff will be handled through a

managed communications process, which is being developed. The company is

considering most suitable methods of communications but is not initially going to

wright to all customers to let them know about the launch of HelpU.

2.9 Liz Franks [LF], Welsh Government, highlighted the importance of raising awareness

about assistance available to customers, quoted CCWater’s Living with Water Poverty

Report research which indicates that many customers suffer in silence as people do

know where to turn for help. LF also explained that her colleague, Catherine

Osbourne, is now the lead on affordability and will be happy to work with CCWater

and particularly Companies on how they communicate and identify vulnerable people.

2.10 Lia Moutselou [LM] asked Dŵr Cymru Welsh Water (DCWW) for an update on its

communications plan for the launch of its social tariff. This would be an ideal

opportunity for the company to work smart, not only to increase the number of

customers claiming assistance on the new tariff, but also helping to advise and

signpost customers to alternative assistance available directly from the company .

2.11 MT highlighted the importance of communications particularly in the light of a

transitional period for some customers who will no longer be eligible for current or

new assistance and those customers who might be noting an increase in the charges

they pay.

2.12 The Chair explained that DVW will be preparing for the introduction of a new social

tariff in April 2016. It is important to learn from the DCWW’s experience and to work

closely with CCWater on the development and introduction of the social tariff.

Action: Discuss the communications and transition details, and agree clear time

plan relating to the launch of DCWW’s Social Tariff.

Action: Facilitate communications with and between both companies early in 2015

to progress affordability solutions in Wales, exchange experience and expertise on

the design and introduction of tariffs and to consider how to further raise

awareness of assistance in Wales.

Price Review

2.13 The Chair referenced Ofwat’s Final Determinations to be announced 12th December.

There was general discussion about the price review process and Ofwat’s proposal to

introduce a ‘penalty and reward’ system.

65

2.14 The Chair mentioned that even though CCWater was not engaged in some of the most

recent company and Ofwat negotiations on the penalty and reward system, it

submitted responses to the draft determination and Ofwat decisions following its

horizontal checks. CCWater’s customer acceptability research for each of the

company’s draft determination was published the week of the meeting and indicated

that customers’ acceptability of charges in Wales and in England dipped when they

understood the impact of inflation on their bills.

2.15 The Chair explained that Ofwat will also be shortly assessing companies’ ability to

self-govern, manage and assure data. There will be three categories

1) Hands-off companies, who have demonstrated good data, and assurance, self

management and self reporting

2) Companies that have responded to discussions following negotiations with Ofwat

3) Companies who will need a very hands-on approach and guidance. (Ofwat will

announce in January 2015 how it expects these companies to engage with the

regulator in the future).

2.16 LM mentioned that from 2016 onwards companies will be required to report against

their own outcomes, some of which will be comparable some will not. CCWater is

calling for a level of prescriptiveness from Ofwat about on how companies report

performance

2.17 DVW commented on Ofwat’s transparency on reporting. In response the Chair

explained CCWater is calling on Ofwat to be open and transparent in what they expect

from companies. Steve Hobbs been working with Ofwat to make sure the correct

balance of information is required against financial and operational performance

targets.

Action: Report on progress on regulatory reporting with a view to understanding

how this will help monitor company performance for the benefit of its customers.

2.18 DCWW commented that this has been a very different price review but a positive

experience for the company with a good outcome for its customers.

3. Welsh Policy Update

Welsh Policy Update - Welsh Government (WG)

3.1 Liz Franks, Welsh Government, updated the meeting on of the following:

Water Strategy for Wales: 59 responses received to the consultation of the Water

strategy which sets out key objectives for the next 25 years (full details included in

meeting papers). The document is expected to be signed off by the Minister in

early December. The final document is expected to be published in early 2015 and

will be available on-

Silk Commission:

The Welsh Government has commissioned work that will look at the potential impact of changes to the regulatory border. Consultants have been engaged and will soon start speaking with key stakeholders. An interim report is expected in February/March 2015 and paper presented to the Water Forum. The final report is

http://www.ccwater.org.uk/waterissues/pr14/consultationresponsespr14/

http://www.ccwater.org.uk/waterissues/pr14/consultationresponsespr14/

http://wales.gov.uk/consultations/environmentandcountryside/water-strategy/?lang=en

66

expected in May/June 2015.

Tackling Poverty Action Plan, affordability and tackling debt:

Tackling poverty is a key priority for the Welsh Minister of Natural resources, and

the Welsh Government is now working with the water companies in Wales to

develop Social Tariffs.

Resource Efficient Wales: A Welsh Government service providing people (domestic,

business, community, voluntary and the public sector) with a single point of

contact for support on using resources (energy, materials and water) more

efficiently. There was a soft launch of the service in autumn 2014. For further

information, a link to their website follows:

http://resourceefficient.wales.gov.uk/?lang=en

Update on Bad Debt Regulations.

A workshop was carried out with DCWW, DVW and CCWater on 29th October 2014

giving stakeholders the opportunity to comment on the draft guidance.

The final report is close to completion, with the aim that regulations will come

into force in January 2015.

3.2 CCWater noted that there could be synergies in the implementation of the new

responsibilities the Housing Act Wales 2013 places on Landlords, accreditation and

compulsory registration requirement, and the implementation of Bad Debt

Regulations.

Action: Explore potential synergies in the implementation of the new

responsibilities the Housing Act Wales 2014 places on landlords, accreditation and

compulsory registration requirement, and the implementation of Bad Debt

Regulations.

3.3 MT and Ronnie Alexander [RA] raised concerns about the water poverty agenda and

the lack of public awareness which has resulted in a large number of vulnerable

customers failing to apply for the social benefits they are entitled to. RA quoted

figures produced by Age Cymru stating there is £1.6m in unclaimed pension credit.

3.4 RA also highlighted his concerns about Companies overreliance on digital media which

is used to disseminate information, publish reports and consultations. He reminded

the meeting that many elderly people in Wales, some who actually have the time to

read and respond to consultations, are being digitally excluded.

3.5 LF (Welsh Government) and The Chair acknowledged the concerns raised by LCAs. LF

confirmed the Minister is indeed aware there are some vulnerable customers failing to

take up the benefits they are entitled to and this is a difficult equation to address.

The Chair suggested this issue could be helped with key messages being properly

communicated through existing channels and ‘signposting’ to agencies where

appropriate - using the successful relationship forged between Dŵr Cymru Welsh

Water (DCWW) and Valleys to Coast as an example.

http://resourceefficient.wales.gov.uk/?lang=en

67

3.6 LM asked that the Tackling Poverty Action Plan indicators that report progress on

water poverty are reviewed. It was noted that progress on water poverty does not

seem to be reported in the most recent government reports on tackling poverty.

3.7 LF reported that Olwen Minney will be returning to her Head of Branch post in January

2015.

Action: Discuss and review Tackling Poverty Action Plan indicators on water

poverty.

4. Environmental Issues and update from Natural Resources Wales (NRW

4.1 Mark Squire [MS], standing in for Natalie Hall, delivered a verbal update at the

meeting.

Water Framework Directive Consultation

4.2 LCAs noted concerns about the skewed balance of the cost benefit analysis of the

WFD, with the majority of costs for WFD measure in Wales being allocated to the

water industry (£around £112m). The Committee will be responding to the current

WFD River Basin Liaison Panel to note this concern.

4.3 At this stage of the prices review the delivery of the National Environment programme

for DCWW will require of £65m. NRW has agreed to discuss the levels of funds

committed to environmental obligations after the final determination with CCWater.

4.4 MS explained that if NRW’s projection of costs and cost benefit analysis is correct this

will allow the delivery of water industry environmental objectives on time and within

budget. If too much money has been put aside there are regulatory mechanisms in

place to ensure that this money is returned to customers or used to deliver other

priorities. If the projections are inadequate and more money is required there could

be impacts on customer bills.

4.5 CE asked whether agri-environment scheme benefits have been factored in the WFD

cost benefit analysis.

Bathing Water Directive and Loughor Estuary

4.6 Bathing Water in Wales will be of sufficiently good status but a 2015 forthcoming

revision poses the question on whether a move to ‘excellent’ status might be sought.

There is currently no big investment planned in DCWW’s Asset Management Program

(AMP) for bathing waters

4.7 The Committee asked for a write update on Loughor Estuary, the commission’s

considered opinion and what this might mean for water customers.

Action: NRW to provide a written update on key issues including on Loughor

Estuary, Bathing Waters in Wales and a response to whether agri-environment

scheme benefits have been factored in the WFD cost benefit analysis.

Other

68

4.8 The Chair raised concern that time and effort is spent on promoting these type of

campaigns that overlap the work and time that other organisations or agencies may

have spent already addressing.

4.9 The Committee asked its messages to be incorporated in the PR work of NRW and the

companies. The ‘Clear streams’ and ‘Stop the block’ campaigns could integrate its

messages. It might be worth targeting misconnection and pollution hotspots in

devising a communication plan on this.

4.10 Peter Perry [PP], DCWW explained that campaigns such as connect right are co-

ordinated through Water UK. Although acknowledge it’s useful to target some

areas/campaigns.

4.11 LM informed NRW that CCWater is keen to work with them and both Companies in

Wales on such campaigns as ‘Stop the Block’ and ‘Connect Right’ assisting with the

targeting of communities where these have been identified as particular issues.

Action: NRW and companies to respond how Connect Right campaign and its key

messages to be incorporated in the PR work of NRW and the companies.

5. CCWater Cross Industry Performance Comparative Analysis 2013/14

5.1 The Chair introduced this item and referred to the handouts circulated at the meeting

prepared by LM. The purpose of the presentation was to highlight water industry

performance trends in Wales. The presentation precedes the publication of ‘Delving

into Water’, CCWater’s first annual water industry performance report which is

expected soon.

Key Discussion Points:

Water Industry Performance, Written Complaints (Slide 4)

5.2 In response to the observation that DCWW recorded a 3% increase in complaints last

year (2013/14), PP, explained the weather during summer 2013 was quite dry. Thirty

communities in the region (mainly rural areas) were affected by distribution supply

problems at the time. However, similar weather conditions experienced in the

Summer this year (2014) meant DCWW corrected most of these problems, so he would

expect to see an improvement in the trend reported for 2014/15 figures

5.3 In response to the observation that DVW remains second worst amongst water only

companies, Ian Plenderleith [IP], Chief Executive recognise there is a need for DVW

to change the way it interacts with its customers on the written complaints side of the

business. IP acknowledges that in the past, DVW may have been too inflexible and so

he is keen to introduce new measures and empower complaints staff which he hopes

will reverse the trend for next year.

Water Supply Interruptions (Slide 7)

5.4 PP, DCWW, informed the meeting the slide represents a new measure that is

improvement on the now defunct ‘DG3’ measure. It used to be based on how fast a

Company could scramble a team to attend a repair, as opposed to how long it now

takes to make a repair – which is clearly a better indicator.


69

5.5 PP acknowledged DCWW are reported as an outlier for the total minutes lost (50 mins)

per property and that there is no excuse for this. However, he is confident the

company is able to report a significant improvement against the measure (28 minutes

YTD) and hopefully reducing interruptions to just 15 minutes lost per property served

by the end of AMP6.

5.6 In response to the company’s comment on topographical obstacles in Wales, Frank

White [FW], Drinking Water Inspectorate, highlighted that companies with similar

topographical challenges have a very good performance on water supply interruptions.

Pollution Incidents (Slides 8 and 14)

5.7 [MS] Natural Resources Wales was asked to comment on DCWWs performance. He

confirmed that this is an area that has seen huge improvement since 2011. In 2013/14

DCWW made good progress, reducing the number of Category 3 incidents from 239

(number at its highest) in 2011 to 127 during 2013-14. Evidence of a culture change

within the organisation, particularly towards category 3 pollution incidents, and it is

pleasing to see a downward trend reported in the figures.

Drinking Water Quality (Slide 10)

5.8 The Chair explained that although there is only a small difference between the 99.97%

compliance for England and 99.6% compliance reported for Wales, there is still a

difference that indicates customers in Wales aren’t receiving as good quality of

drinking water as customers in England.

5.9 The drinking water quality compliance target for next year (2015) and the rest of

AMP6 has been increased to 100% (was 99.9%). It is hoped that both companies in

Wales can, with the correct balance of investment and operational measures, improve

their respective compliance for the benefit of consumers next year.

5.10 There was discussion about the integrity of the figures recorded for Albion Water in

Slide 10. The 2013 figure reported a contact rate of 3.33 per 1,000 population. It was

believed to be an error and needs to be verified.

Action: Albion Water to verify the water quality contacts per 1,000 population

figure recorded in the 2013 column as an error was noted.

5.11 FW challenged the companies on the numbers of water quality complaints they

receive per 1,000. There are other regions that have a larger number of water

resource management zones but still have a lower number of water quality contacts

per 1,000. Whilst the 24 DC zones and the way contacts are measure might have an

impact on the number of contacts it is not the main reason why the figures in Wales is

so much higher than other regions.

Sewer flooding (Slide 15)

5.12 Sewer flooding performance was good in Wales. However there was discussion about

whether the figures reported included flooding incidents generated by newly adopted

public sewer network only (private sewers also transferred into Company ownership at

the time of the private sewer transfer Oct 2011). There was also confusion on whether

70

the new metric in AMP6 will report on incidents cause from the newer assets .The

committee was keen to understand how many incidents were related to these assets.

Action: DCWW to clarify whether the sewer flooding figures published by Ofwat as

part of the regulator’s horizontal check analysis 2014 and the future metric on

sewer flooding incidents will include the newly adopted public sewer network

related incidents.

5.13 The Chair summed up the agenda item by asking the meeting to note that it is

important there is comparative performance between companies, whereby outcomes

for customers can be measured; as well as comparative indicators on how well

companies perform efficiently and how this translates into financial results.

Action: Establish an annual CCWater performance presentation to report on

performance comparatively at meeting in public.

6. Company Current Update on Customer Services, Operations and Performance

CCWater Wales Customer contact report, April - October 2014 (pages 15 -18)

paper no 14 28 06a

Consumer Council for Water

6.1 Ceri Walsh [CW], CCWater Wales delivered the following headlines:

The CCWater Wales office handled a total of 260 complaints, and 107

enquiries about the Companies wholly in Wales during the reporting period

The team also dealt with a greater number (311) complaints against the

Companies in England, but slightly less enquiries (96) as part of case

sharing arrangements across CCWater offices

This year the trend is: complaint numbers are falling

The largest increase in the type of complaints received are in the ‘Water

Service’ category, namely disputed ownership of private supply pipes, low

pressure complaints and new connections

CCWater Wales has exceeded all of its published Key Performance

Indicators. The team which consists of only 3 dedicated complaints staff:

Ceri Walsh, Consumer Relations Manager, Jon Johnson and Mark Hayward,

Assistant Managers were congratulated on their efforts and recent

Customer Satisfaction Survey results.

CCWater Wales has been invited to join an internal audit team within

DCWW (lead by Deborah Gregory) who have been tasked to consider

classification of complaints and exemptions

Action: Conduct a mini audit on complaints classification with DCWW.

Customer Service Assessments 2013/14 recommendations, Paper No. 12 28 06b

6.2 CE Chair of the Customer Service Assessment Panel introduced the item, providing an

overview of the findings and recommendations of the recent assessments held at each

of the Wales companies:





71

6.3 The assessment panel were disappointed with the lack of progress the Company had

made (on previous years’ assessments) with regards to the implementation of

Tallyman (Version 3) and planned debt segmentation routes.

6.4 Of particular disappointment was the clear lack of progress regarding the Company’s

pledge to recover charges from customers refusing to pay, by failing to issue charging

orders and detachment of earnings; and so helping to reduce the burden of ‘bad debt’

that good paying customers are forced to subsidise.

6.5 JC commented the company does explore different strategies to recover debts from

its customers: using charging orders against properties and appropriate litigation, both

have been in use since 2013.

6.6 RA informed the meeting that, having participated in the assessments for the first

time this year, he was disappointed at the lack of commitment and affirmative action

shown by the Company to address vulnerable customers early on in the debt process.

6.7 On a positive note, the panel were pleased to see an improvement in the standard of

written letters issued by Wescot debt collection agency, who collect on behalf of

DCWW where customers have defaulted in the usual debt recovery routes. The letters

were well written, courteous, yet firm in their aim.

6.8 JC informed the meeting the Company is fully committed to improvements to

Tallyman, yet the company wouldn’t be making further changes to its Tallyman debt

recovery system until the Company’s new billing system called ‘Rapid’ is fully

implemented.

6.9 JC also agreed with the assessment panel’s findings and recommendations the

Company seek to set up a specialist team to help identify vulnerable groups with the

possibility of including doorstep visits. Dŵr Cymru Customer Services Ltd (DCWW) is

also currently working on providing additional training (and support) to front-line staff

at the contact centre which will help identify customer’s calling and presenting as

having affordability issues.

Dee Valley Water (DVW)

6.10 The assessment panel were very pleased with the outcome of DVWs written

complaints assessment and debt management assessment. CE commended the

Company for its holistic and flexible approach towards customer payment plans.

6.11 CE informed the meeting DVW adopt a very ‘hands on’ approach towards collection of

charges, visiting those customers identified with poor payment history at their homes.

The Company has clear evidence that this technique works, and also helps identify

some vulnerable customers quite early on in the process.

Dee Valley Water - update on Customer Service Issues, Operations, Performance

and Investment, Paper no. 14 28 6c (Pages 21-32)

6.12 Ian Plenderleith, Chief Executive, Dee Valley Water (DVW), introduced himself to the

meeting and reported on the following:

Water Quality



72

6.13 Dee Valley Water is well aware of the challenges the Company faces with regards to

manganese failures and drinking water quality. The Company has been actively

carrying out strategic maintenance complete rebuild of Llwyn Onn and installation of

manganese removal treatment at the works, as well as successfully cleansing the

Wrexham ring main; with plans during the (AMP) to begin cleansing over 100km of

distribution mains during 2014/15

Serviceability

6.14 The company, aware that it is has already met and has exceeded the 19 minutes

industry average for minutes lost per property, is keen to drive this figure down

further with smarter focus on investment and applying a more proactive customer

focussed approach to this measure.

Complaints

6.15 IP will be meeting with his customer service team over the next few weeks.

6.16 IP is keen to revisit the way the Company currently deals with customer complaints.

He informed the meeting he is keen to adopt a ‘principled approach’, whereby DVW

will aim to be a little more flexible when it comes to agreeing a ‘fair’ outcome for the

customer; as opposed to the current more rigid system he has inherited where policy

and legislation was often used to support the Company’s position.

Company Assistance Schemes

6.17 MT lead on Affordability asked DVW about its strategy for developing a Social Tariff.

(Dee Valley Water has informed CCWater in a previous meeting the development of a

Social Tariff is not high on its Agenda).

6.18 IP responded that he there is a change in the company’s position on the development

of a Social Tariff now will be introduced in April 2016. He noted that DVW had

received praise during the customer service assessments for the number of payment

plans it offers customers, referring to these as ‘Social Payment Plans’; also of mention

was DVW’s unique approach to home visits i.e. speaking to customers in their own

homes, helping to identify vulnerable customers.

6.19 The Chair was encouraged with IP’s approach to revisit some of the Company’s current

practices and policies, with more of a focus on customer service.

6.20 The Chair also extended her invitation to both DCWW and DVW to work more with

CCWater Wales, using the organisation as a ‘critical friend’ when considering any

significant amends to policies and procedures.

Dŵr Cymru Welsh Water - Update on Customer Service Issues, Operations,

Performance and Investment, Paper no. 14 28 06d (Pages 33-55)

6.21 Peter Perry [PP], Chief Operations Officer, Dŵr Cymru Welsh Water, reported on the

following:

Operational Issues



73

Drinking Water

Dŵr Cymru Welsh Water (DCWW) is on target to achieve good compliance against

bacteriological performance (100%). Service reservoir levels and performance are

high (and performing better than same time last year).

Pollution

The company in on target for 100% permit compliance.

Distribution

The company is reporting slightly worse performance against iron; and taste and

odour complaints which is disappointing.

Leakage

Against this measure, DCWW performance is strong. Currently 8ML/D under its

leakage target. PP explained this is a good place to be prior to the onset of winter

which usually increases network leakage, pipes freezing and bursts etc.

Customer complaints (Waste Water)

This year DCWW has received more combined letters of ‘thanks’ for its water and

wastewater business than it received complaints against the business.

Waste Water – Pollution Incidents

A good year for the company with pollution levels at an all time low, improving on

last year’s performance. The company has reached 100% compliance for waste water

permits.

Operations - Clean Water

On the weekend of 14th November, Dŵr Cymru Welsh Water (DCWW) had a team of

approx. 250 staff working on the repair of a significant water main (1000mm in

diameter by 8m deep) serving 30,000 local properties. The loss of water and

potential impact this would have had was huge, but the company managed to avert a

major incident.

Customer Service Issues

6.22 Julia Cherrett [JC], Managing Director, Dŵr Cymru Customer Contacts (DCCS)

presented the following:

6.23 The company has recently introduced new telephony measures (caller recognition)

which help the Company to identify repeat contacts who call the billing contact

centre with repeat queries, giving the caller an opportunity to speak to a trained debt

advisor.

6.24 DCCS has also introduced more targeted texting of payment reminders, texting

customers to remind them when a payment instalment is due or charges outstanding.

In response, the contact rate of customers making payment has been positive.

6.25 The company has also implemented new measures targeting new customers who are

accepted on its ‘Customer Assistance Fund’ to remind them (some may have fallen

into the habit of non-payment for some years) to keep making the minimum payments

successfully so as to have their debt written off.

74

6.26 A pilot initiative championed by KW that customers were invited to complete a short

customer survey at the end of every telephone transaction had a successful response

with 20,000 customers participating. As a result the company is attempting to carry

out further analysis of customer satisfaction and mapping of the customer journey. A

business case will be put forward to implement this method of customer feedback

permanently – this would help DCWW identify areas of the business or procedures that

cause customer dissatisfaction.

6.27 CCWater asked that companies’ financial performance is discussed at meetings with

the companies.

Action: CCWater to discuss companies’ Financial Results and what they mean for

customers in 2015.

7 Drinking Water Quality

Drinking Water Quality Report for 1st January to 24th October 2014, paper no 14

28 07 (pages 57 - 63)

7.1 Frank White [FW], Inspector, Drinking Water Inspectorate (DWI) reported on the

following:

Water Quality Performance

7.2 There were 6 significant events in the reporting period for DCWW and a single event

recorded against DVW. Both companies have improved slightly better against this

measure in terms of frequency of events and severity.

Events of Note

7.3 The DWI informed the meeting that DVW is undertaking a feasibility study to consider

decommissioning Broughton Water Tower following its water quality failure at the

works. The Company has reported further ingress issues at the tower despite repairs.

Action: DVW report on Broughton Water Tower progress to CCWater and how this

affects water quality.

7.4 Two significant events within DCWW areas involved the issue of poor company records

and inaccuracies in the Company’s mains records. The DWI remains concerned about

the veracity of main records and management of third party contractors working on

behalf of DDC WW.

7.5 In response to the DWI’s concerns about the integrity of mains records, PP explained

the Company is now using ‘red-lining’ techniques which allow for maps to be amended

(or created) immediately by employees out in the field using tough books.

Compliance with Water Quality Standards

7.6 Both Companies have seen an increase in non-compliance for iron and manganese

compared to the same period last year. However, DVW has undertaken an ambitious

160km mains cleansing program including the use of novel techniques e.g. ice-pigging,

and a refurbishment at Llwyn Onn should see improvements for the Company against

this measure in future reports.



75

7.7 DCWW has had zero non compliances at water treatment works in 2014 whilst DVW.

Consumer Complaints

7.8 Two customer complaints were received by the DWI in the reporting period against

Dŵr Cymru Welsh Water (DCWW). Having investigated the incidents, the DWI were

disappointed with the lack of commitment and speed of company response, although

Frank White confirmed both complaints were now resolved.

Internal Staff Changes – DWI

7.9 FW reported a number of staff changes have occurred within the organisation. Full

details can be obtained from the electronic papers for this meeting.

For Further information about the role of the Drinking Water Inspectorate and its

related activities, see the following link: http://dwi.defra.gov.uk/

8 Minutes of the Previous Meetings & Review of Action Points

Minutes of the 27th Wales Committee meeting in public, 8th April 2014, paper no.

14 28 08a (pages 65-82)

Subject to a minor amendment, the Minutes were signed as an accurate record.

9 AOB

There were none.

10 Chair’s Closing Remarks

10.1 Next Meeting to be held in March 2015. Date and Venue to be confirmed.

Signed…………………………………………… Dated…………


http://dwi.defra.gov.uk/



77

Agenda Item 8, Paper No. 14 28 08b

Action points: 27th Wales Committee Meeting in public, Updated February 2015

Purpose Action

: :

To report on action taken since the last committee meeting in public To consider, review and update actions by members, companies and stakeholders.

Reference Action Point Deadline Lead Outcome Open/C

losed Latest Position

CCW

28.2.12a

Discuss the communications and

transition details and agree clear time

plan relating to the launch of Dŵr

Cymru Welsh Water’s social tariff

(HelpU)

29th Meeting

in public

Julia

Cherrett/Sue

Jones /

Diane

McCrea/Mans

el Thomas

Customers

know what

assistance is

available to

them from 1

April 2015.

Both

companies and

CCWater give

consistent

messages and

advice.

On-going Public communication of HelpU (new DC social

tariff) has been discussed during Scheme of Charge

development with both companies.

CCWater met with DC twice in early 2015 to help

develop the company's communications strategy. A

discussion on the comms plan and letters to

customers is on-going. Report at meeting in public.

78

CCW

28.2.12b

Facilitate communications with and

between both companies early in 2015

to progress affordability solutions in

Wales, exchange experience and

expertise on the design and

introduction of tariffs and to consider

how to raise awareness of assistance

in Wales.

29th Meeting

in public

Julia

Cherrett/Sue

Jones /

Diane

McCrea/Mans

el Thomas

Help is

available for

those

struggling to

pay bill.

Awareness of

assistance

increases.

Wales

companies

introduce a

social tariff.

On-going CCWater and the companies participated in a

WG/CCWater meeting on 24 Feb to update each

other on progress on social tariffs and discuss

further action on affordability. Further action on

integration of messages on poverty is planned.

Dee Valley is starting work on the development and

introduction of its social tariff in April 2016.

CCW 28.2.17 Report on progress of regulatory

reporting with a view to

understanding how this will help

monitor company performance for the

benefit of its customers

Apr-16 Lia

Moutselou

Company

performance is

monitored

through a

suitable

framework (by

2016).

Company

performance

improves.

On-going Developing a consistent monitoring framework for

company performance without duplicating effort for

companies whilst ensuring transparency on

performance is a CCWater priority.

CCWater will be looking at the full range of over 500

outcome performance commitments across the

industry. We aim to work with companies to monitor

how company performance delivers commitments to

customers. We will be looking to only monitor

performance commitments that are customer facing

and reflect customer priorities, and will ensure that

any information we request from companies does

not duplicate any existing reporting by companies to

Ofwat or other bodies – to ensure that this exercise

does not create an unnecessary burden.

It is suggested that all meeting participants update

each other at the next meeting in public.

79

CCW 28.3.2 Explore potential synergies in the

implementation of the new

responsibilities the Housing Act Wales

2014 places on landlords,

accreditation and compulsory

registration requirement, and the

implementation of Bad Debt

Regulations.

Apr-16 Diane

McCrea/Liz

Franks

Raise

awareness of

non-owner

occupier

registration.

On-going CCWater has identified the opportunity to increase

awareness of the Tackling Bad Debt (Non Owner

Occupier) Regulations process through Landlord

Accreditation training and the implementation of

Housing Act (Wales) 2014. The WG has started

discussions with relevant departments to help

achieve this. Update at meeting in public.

CCW 28.3.7 Discuss and review Tackling Poverty

Action Plan indicators on water

poverty.

TBC Liz

Franks/Diane

McCrea

Help is

available for

those

struggling to

pay bill.

Awareness of

assistance

available.

On-going WG has confirmed the importance of its Tackling

Poverty agenda in an update included in paper 15 29

05. It has started discussions with relevant

departments in WG on tackling poverty.

CCW 28.4.7 NRW to provide a written update on

the key issues including Loughour

Estuary, Bathing Waters in Wales and

a response to whether agri-

environment scheme benefits have

been factored in the WFD cost benefit

analysis.

29th Meeting

in public

Natalie

Hall/Mark

Squire

Understand the

any likely

repercussions

of

environmental

legislation on

customer bills.

Open Update to be recorded at 29th Meeting in public.

CCW 28. 4.11 NRW and companies to respond how

Connect Right campaign and its key

messages to be incorporated in the PR

work of NRW and the companies.

29th Meeting

in public

Natalie Hall/

Julia

Cherrett/Ian

Plenderleith

Coordinated

communication

s and messages

On-going Dŵr Cymru will where appropriate as part of its

campaign programme. Where this is done each

communication campaign will be discrete to avoid

mixed messages and customer confusion.

NRW is looking how it can promoted Connect Right

message in Wales better. Update at next meeting in

public.

CCWater can help support joint messaging in its

development and dissemination.

80

CCW 28.5.10 Albion Water to verify the water

quality contacts per 1,000 population

figure recorded in the 2013 column as

an error was noted

29th Meeting

in public

Keith

Edwards

Using correct

evidence

Closed Ofwat confirmed it made an error in transposing

data from the DWI 2014 report. CCWater's

presentation was corrected with accurate data:

http://www.ccwater.org.uk/wp-

content/uploads/2014/12/CCWater-Industry-

Performance-Presentation-Nov-2014.pdf

CCW 28.5.12 DCWW to clarify whether the sewer

flooding figures published by Ofwat as

part of the regulator’s horizontal

check analysis 2014 and the future

metric on sewer flooding incidents

will include the newly adopted public

sewer network related incidents.

29th Meeting

in public

Peter Perry Clarification on

reporting of

sewer flooding.

Closed The AMP Period, ending 31st March 2015, does NOT

include flooding from ‘newly-adopted’ (aka

‘transferred’) sewers. DC records these incidents in

exactly the same way, but because they are

excluded from AMP5 targets they are reported

separately. For newly-adopted sewers

Properties flooded internally due to ‘Other Causes’ –

86 Properties flooded internally due to ‘Hydraulic

Overload’ – zero.

The metric for sewer flooding incidents in AMP6,

from 1 April 2015, includes incidents from

historically-public assets and newly-adopted sewers.

The figures in OFWAT’s horizontal check analysis

also include flooding from newly-adopted sewers -

e.g. the flooding serviceability target of 269

properties in 2019-20 is based on 155 flooding from

‘historically-public’ assets and 114 from

‘transferred’ sewers.

CCW 28.5.13 Establish an annual CCWater

performance presentation to report

performance comparatively at

meeting in public.

autumn

15/winter 16

CCWater Comparative

evidence on

Wales company

performance

Noted &

Closed

CCWater intends to continue contributing an annual

performance presentation at similar times of year

(meeting in public and Wales Water Forum).




81

CCW 28.6.1 Conduct a mini audit on complaints

classification with DCWW.

29th Meeting

in public

Ceri Walsh/

Julia

Cherrett

Ensure

customers

complaints are

accurately

accounted for

Closed Report at meeting in public. CW joined DC’s own

assessment team on 15th January to review billing

complaints and enquiries. Overall the majority of

complaints were classified and handled well and

appropriately. A couple of exceptions were noted

and fed back. A couple of issues were identified

regarding the Assessed Measured Charge (AMC)

process for further discussion with the company. To

be noted at the meeting in public.

CCW 28.6.27 CCWater to discuss companies’

Financial Results and what they mean

for customers in 2015.

Next Chair

meeting with

company

CEOs

Diane

McCrea/Ian

Plenderleith

/Chris Jones

Transparency

and reporting

on financial

performance at

meetings in

public

Open This action replaces CCW 27.5.20. It has been

discussed in the past that it is important that the

companies report on their financial performance

and how this benefits and impacts on customers at

meetings in public. Chair and CEOs discuss and

agree a format.

CCW 27.4.3 Chair to meet with Prys Davies,

Deputy Director of Energy Water and

Flood Division, Welsh Government, to

discuss how CCWater can help

develop a strategy for better

engagement with citizens and water

consumers.

28th

Meeting in

public

Diane

McCrea

Better

engagement

and

consultation

with customers

Closed Discussed with Prys Davies and the Minister. WG

will consider for future consultations and

engagement.

CCW

27.5.19a

Dŵr Cymru Welsh Water to provide an

update on increasing

contacts/complaints relating to

customer information at next liaison

meeting.

Sep-14 Karen

Wenborn

Address causes

of increase in

complaints

Closed A decrease in complains to DC was reported at the

last meeting in public. The company will report on

this at the end of 2014/15 but progress is

encouraging.

CCW 27.519b Water companies to explain detail of

their SIM performance with reference

to Ofwat recently published

information on SIM.

28th

Meeting in

public

Ian

Plenderleith

Excellent

customer

service

performance

that is good

value for

money for

Open Closed for Dŵr Cymru.

Dee Valley Water will be analysing its SIM score and

complaints to understand how it can make

improvements to its customer services.

82

customers.

CCW

27.5.19c

Welsh Government to consider how it

can facilitate joint working to address

the issues on unclaimed benefits in

Wales.

Tackling

Poverty

Action plan

Liz Franks Empowered

water

customers

aware of

assistance

available to

them and how

to access it

On-going Update received in November 2014 and WG has

taken the suggestion on board. Continue to monitor

and assess how this can be achieved through

integration of messages and the tackling poverty

agenda in Wales.

CCW 27.5.20 Companies to incorporate update on

financial results and returns to

customers in future reports and

meetings in public. Agenda items to

be tabled as appropriate to

publication of reports.

28 Meeting

in public

Company

Chief

Executive

Officers

Transparency

on company

financial

performance

and how this

affects

customers

Closed The 27th meeting in public discussed that companies

should report on financial performance at all

meetings in public and private- the format is still to

be agreed.

This action has been closed and replaced by a new

action recorded at the 28th Meeting in public.

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