Annual Report 2016
We have successfully transferred all
Cambridge region customers to the
same billing system as the South
Staffs region, providing a platform
for further long-term sustainable
efficiencies and improvements
in customer service. This change
also supports the business’ digital
shift strategy to change how we
communicate with and provide
more choice to customers now and
in the future, underpinned by the
new South Staffs Water website
launched during the year.
We have worked hard to deliver
an improved performance against
the new SIM measures, Ofwat’s
score of customer experience. We
aspire to be in the upper quartile
for the period and are pleased to
report that our first year’s results
are consistent with this aspiration;
a performance which we feel
recognises the importance the
business places on this measure.
A slow start in the year meant that
we didn’t meet our community
engagement target of 400 days of
employee volunteering. However,
momentum gathered throughout
the year with activities ranging from
charity fundraising and helping
out with a community garden
to clearing a brook and painting
of community facilities, totalling
over 250 days of support in our
communities.
Overall, we have ended the year
in a strong position with good
performance against most ODIs
and