Sustainability highlights and indicators 2009-10

Highlights

• Recognised by Ofwat as the best performing water and sewerage company in England and Wales, receiving the highest ever OPA score in the industry since the measure was introduced.
• Received the Citizens Advice inaugural award for best customer service in the UK for our work on affordability.
• Retained our government standard Customer Service Excellence award for our approach to customer services.
• First water and sewerage company to go two consecutive years without a single category 1 or 2 pollution incident.
• Increased renewable energy production to 15% of our total demand.
• Received a Green Apple Environmental Award for our Biodiversity Partners Programme covering the last four years.
• Achieved ISO 14001 accreditation for environmental management within our Wessex Engineering and Construction Services division.
• Kept leakage within our target level, despite the major increase in bursts caused by the cold winter this year.
• Reduced the number of properties at risk of a 1 in 10 year sewer flooding event by 46% over the last year.
• Met and exceeded all outputs under the monitoring plan programme covering the last five years.

Performance indicators