How we performed
Our performance against standards is measured by a number of different regulators and is summerised below for 2006/07:
- Drinking water quality at 99.9%.
- Sewage treatment works 100% compliant with discharge consents.
- Good bathing water results.
- 70% of beaches meet guideline standard.
- MCS announce record high in beaches recommended.
- 44 in north east - increase of 69%.
- 'Star' ratings in Ofwat customer service measures (only exception was sewer flooding due to an increased number of intense, local storms).
- Telephone service performing well in Ofwat ratings.
- High levels of customer satisfaction for service and value for money.
Finance
Northumbrian Water Limited financial statements
| Financial statement | |
|---|---|
| Regulatory Financial Statements for the year ended 31 March 2007 |  |
| Regulatory Financial Statements for the year ended 31 March 2006 | |
| Regulatory Financial Statements for the year ended 31 March 2005 | |
| Regulatory Financial Statements for the year ended 31 March 2004 | |
| Regulatory Financial Statements for the year ended 31 March 2003 | |
| Regulatory Financial Statements for the year ended 31 March 2002 | |
| Regulatory Financial Statements for the year ended 31 March 2001 | |
| Statutory Financial Statements for the year ended 31 March 2006 | |
| Statutory Financial Statements for the year ended 31 March 2005 | |
| Statutory Financial Statements for the 15 months ended 31 March 2004 | |
| Statutory Financial Statements for the year ended 31 December 2002 | |
| Statutory Financial Statements for the year ended 31 December 2001 | |
For domestic customers
Northumbrian Water is committed to providing a high standard of customer service that meets the expectations of both customers and regulators.
Once again, drinking water and environmental standards have been met or exceeded. The quality of drinking water supplied in both our regions is very high and remains among the best in the country.
Managing the amount of water lost from our networks is a key priority for Northumbrian Water. The leakage targets agreed with Ofwat for 2005/2006 have been met. We are committed to making futher reductions.
Northumbrian Water has always monitored levels of customer satisfaction and these have been consistently high. Recent results show overall satisfaction at 91% and value for money at 83%.
For our commercial customers
Northumbrian Water has continued to develop its commercial business with major companies and, in particular, has successfully negotiated three major water and waste water services contracts, with John Baarda Limited, Biofuels Corporation plc and Corus UK Limited.
The research with this group of customers showed similar results to those of domestic customers with satisfaction levels at 91% and value for money at 85%.
For our leisure customers
This is a thriving area of NWL's business, largely focused on our reservoirs, especially Kielder. The year round activities have contributed to increasing both turnover and profitability. We carry out regular surveys of our customers and 94% rated our customer service in this area as good or excellent.
We take part in a number of community and partnership based initiatives in this part of north Northumberland and are members of the Kielder Partnership which is currently planning to build on the existing activities and facilities with major developments in the area.
Meeting quality standards
Northumbrian Water upgraded its environmental certification to the new 2004 version of ISO 14001 (known as ISO 14001:2004) in December 2005. This rigorous, independantly audited certification continues to cover all areas of our business, including operational sites and office-based teams.
For the second year running, all sewage treatment works met with the standards set by the EA.
Pollution incidents continue to be focus of attention within the business and were reduced for the second year running.
Northumbrian Water monitors power consumption closely and audits energy and pump efficiency to identify area where new plant operating procedures and efficiency improvement measures will reduce consumption.
For our employees
Northumbrian Water had a staff turnover of less than 7% last year which is in line with industry standards.
We have introduced health screening for all employees, whether it is critical for their job or not, and provide all employees with access to private medical insurance cover for work related conditions.
All employees are committed to training and developing their employees, to benefit both the employee and the company. They use an annual appraisal system to monitor development and identify career development opportunities and training needs.
Northumbrian Water have health and safety policies and ensure their employees receive the necessary training to carry out their jobs safely.