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Meeting the needs of all customers, especially those who need that extra bit of help with an aim of reaching up to 8,000 more customers who may benefit from our extra care services.
How we will achieve this:
- Treble the number of customers who receive extra care through our Priority Services Register.
- Carefully share data with other utilities to help us identify those who may need extra help.
- Expand our innovative partnership with Western Power Distribution to ensure vulnerable customers are recognised across the energy sector.
- Work with community groups to promote the support we have available.
- Make sure customers on the register are satisfied with our services and still receiving the support that they need.
Keeping bills as low as possible while delivering excellent customer service, so we continue to ensure we have no customers in water poverty.
How we will achieve this:
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We will use our range of social tariffs to ensure we have no customers in water poverty.
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Continue to work to help reduce bills for those who struggle to pay.
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Continue to find and work closely with debt advice partners to provide free advice to our customers.
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Review the presentation of our bill to make sure it is easy to understand.
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Do more work to ensure properties with a water supply, but registered as empty are genuine, so we can reduce the number of properties not billed to 1.8%.
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We will also support retailers to bill business properties.
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Improve the number of people who say we provide value for money to 83%.
We want to continue to play our part in your local community with a programme of activities and initiatives as well as working with local partners to help deliver our plans. Our stakeholders will decide if we are doing good work in your local area.
How we will achieve this:
- Improve education and awareness of water issues including via school talks and Bristol Water Youth Board initiatives.
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Greater role in community leadership including through our water fountains project, following the success of fountains opened in Millennium Square and Queens Square.
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Continued support for the Bristol Refill campaign.
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Academic partnerships, such as our water efficiency test site with the University of West of England.
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Contribution to the Bristol City Mayor and West of England Combined Authority Regional strategies, including the active roadworks initiative.
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Increasing satisfaction with our community engagement including our support for festivals and community events.
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Improving our lakes and recreational facilities.
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Helping to improve wildlife on land where we are carrying out works.
Work with Wessex Water to improve our joint billing messages, and environmental impact.
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Form an active network to share best practice on resource efficiency with west of England utility companies.
Working together to ensure we reduce water wastage - we will install more meters to help more of us to be water efficient.
How we will achieve this:
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Promote water efficiency to encourage a 5% reduction in your everyday water use – from 142 litres per person per day to 135 litres.
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Increase the percentage of properties with a meter to 75%.
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Provide more information to allow you to track and manage your water usage
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Continue working with the University of the West of England to better understand water usage, and understand worldwide trends to help you reduce your usage.
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We will be a local leader, bringing organisations together to address water efficiency, plastic waste and energy efficiency.
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Support scientific and educational projects on water conservation so we become a community leader in this area.
Recognising that tackling leakage is one of your key priorities, we are setting tough targets to reduce leakage through a number of methods including replacing more than 60 miles of pipes.
How we will achieve this:
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Reduce leakage by a further 15% from 43 mega litres per day to 36.5 mega litres, to reduce treatment, distribution, and our need to take water from other natural sources.
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We will replace more than 60 miles of pipes, fix leaks quicker and find and fix more of the smaller leaks which are not visible above ground.
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We will invest in new technology to achieve our promises.
Making sure we provide you with safe, clean water to stop it occasionally looking, smelling or tasting odd by upgrading pipework, improving your environment and working with farmers.
How we will achieve this:
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We will continue to maintain and upgrade our treatment works so they continue to provide fresh, clean water.
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We will improve water treatment and customer information to reduce calls about water that does not smell right, and we will replace pipework which leads to discoloured water.
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We will replace lead pipes supplying high risk properties such as preschools and nurseries.
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We will help our local farmers to improve the quality of water by helping them to manage their land, and reduce the effects of pesticides used in the countryside.
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We will improve raw water quality and biodiversity across the Mendips.
Making sure you always have water running to your tap, and when this doesn’t happen, reducing the amount of time it takes to fix it.
How we will achieve this
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Improve the effectiveness of our network by targeting problem pipes and improving our ability to re-route water.
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Introducing new initiatives to broaden our knowledge, including the use of smart data such as installing hundreds of pipe sensors to quickly detect issues or trends.
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Further investment to reduce mains bursts by targeting areas more prone to leakage and interruptions including the use of innovative projects to improve supplies.
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Reduce the number of mains bursts by 6%.
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Continue to use innovative and new technologies to further reduce supply interruptions.
Making sure even fewer people face the threat of having no water for more than 24 hours when things go wrong, and not restricting your water supply if we have a drought.
How we will achieve this:
- Protect an extra 550,000 customers from supply interruptions lasting more than 24 hours.
- We will continue to manage water resources carefully. The last water restrictions during a drought were in 1991.
