OUR PLANS FOR 201520

WE SUPPLY CLEAN, CLEAR DRINKING WATER THAT TASTES GOOD

WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Clean water:

99.89%
Compliance with required standards

Condence that your tap water is high quality and safe to drink

Work with farmers to prevent pollutants such as pesticides from entering the rivers that your drinking water comes from

45,050
Samples per year

Carry out major improvements at water treatment works that The chance of your tap water being serves Lowestoft cloudy or discoloured will remain one of the lowest in England
Clear water:

WE PROVIDE A RELIABLE AND SUFFICIENT SUPPLY OF WATER

WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Reliable water

The chance of your water supply being unexpectedly cut off will be maintained at the lowest level in England
Sufcient supply

Replace 200 miles of water mains to prevent pipes bursting and causing supply interruptions Continue to improve our leak nding and repair services Maintain our good performance on water pressure

Essex & Suffolk Water has the lowest leakage in England, and we will maintain this level We have enough water to meet customers needs for the next 25 years Water pressure at or above the minimum standard, for the vast majority of customers

WE PROVIDE EXCELLENT SERVICE AND ALWAYS IMPRESS OUR CUSTOMERS

WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Excellent service

Aim to get things right rst time Keep you informed of progress Check you are happy with our service Offer ways you can contact us that suit you (by phone, online, text or email) Provide a friendly service, and treat you as an individual

Dependable service Fast resolution of problems Contacting us to be a satisfying experience

OUR CUSTOMERS CONSIDER THE SERVICES THEY RECEIVE TO BE VALUE FOR MONEY
WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Value

Work efciently so that we can keep your bills as low as possible Offer personalised advice and support Offer exible payment arrangements Promote free water meters to customers who would benet Collect debt from customers who can afford to pay, in order to keep everyones bills down

A fair price for a great service Support for customers who struggle to pay their water bills

WE PROTECT AND ENHANCE THE ENVIRONMENT IN DELIVERING OUR SERVICES, LEADING BY EXAMPLE
WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Protect

Work with local environmental groups to improve natural habitats

By 2020 greenhouse gas emissions Ensure eels and other sh will be reduced by a third will not be harmed when compared to 2008 levels we take water from rivers to Enhance supply your drinking water Increased variety of plants, birds, insects and animals on Essex & Suffolk Waters land Eels and other sh that live in Essex and Suffolks rivers to be protected

GREENHOUSE EMISSIONS

2008

REDUCTION BY 2020

1/3

WE ARE AN EFFICIENT AND INNOVATIVE COMPANY

WHAT YOU CAN EXPECT FROM US

WHAT WE WILL DO

Customer bills kept as low as possible Work delivered with minimum disruption to the service you receive

Use the latest control systems to reduce the cost of supplying water Have the right information and equipment to deliver great service Use the latest remote controlled mini-submarines to inspect and clean our reservoirs without disrupting yourwater supply or quality Work with universities and suppliers to develop new technologies and solutions

WE WORK IN PARTNERSHIP TOWARDS COMMON GOALS

WHAT YOU CAN EXPECT FROM US

WHAT WE WILL DO

Deliver improvements that could Work with wildlife trusts and not be achieved by Essex & Suffolk environmental charities to manage Water alone our land Work with customers to use water wisely Work with others to manage farmland and protect the rivers that your drinking water comes from

WE ARE PROUD TO CONTRIBUTE TO THE SUCCESS OF LOCAL COMMUNITIES

WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Improved prosperity and wellbeing in our communities Raised awareness that water is good for you, particularly amongst children and young people Raised awareness of the importance of looking after the environment Good quality visitor centres and recreational opportunities at our main sites for local people and tourists

Just an hour more than half our people giving 15 hours a year to help 700 community organisations Provide tap fed water coolers for schools and community groups Turn empty Essex & Suffolk Water buildings into facilities for community use Maintain good quality recreational facilities at our reservoirs, such as Abberton

Hours Volunteered

Organisations Supported

Percentage of employees who volunteered in local communities

Totals since 2002

WE DELIVER WATER SERVICES THAT MEET THE NEEDS OF CURRENT AND FUTURE GENERATIONS IN A CHANGING WORLD
WHAT YOU CAN EXPECT FROM US WHAT WE WILL DO

Each generation to pay its fair share Make the best use of changes in technology and new ways Water supply services to be of working safeguarded both now and in the future Spend money on services at the right time not early and not late Identify future challenges and make sure we have plans to meet them

COST TO CUSTOMERS

WHAT THIS WOULD MEAN FOR THE AVERAGE BILL PAYER BY 2019-20
Based on current assumptions, Essex & Suffolk Water can deliver this package of water services for an ination only bill increase. Ination is the increase in the prices paid for the goods and services that we all buy. We dont know what ination will be for the period 201520. Forecasts have suggested that ination, measured by the Retail Prices Index (RPI), could be around 3% per year. This would mean an increase of around 7.20 per year on the average household water bill. It should be noted that household incomes also tend to rise over time. When considering our plan, please bear in mind that other household bills may also go up or down too.
Average water bill

226

Average water bill

233

Average water bill

240

Average water bill

247

Average water bill

Average water bill

254

262

201415

201516

201617

201718

201819

201920

BILLS CHANGE ONLY BY INFLATION

ADDITIONAL IMPROVEMENTS
There are four additional improvements Essex & Suffolk Water could make over the next ve years if customers think that they are sufciently important:
REDUCED RISK OF LOSS OF SUPPLY (lasting more than 6 days)

We could ensure communities of more than 100,000 people living in Southend and East London have more than one source of supply. This would reduce the chance of losing their water supply for more than 6 days if a rare event such as a major power failure or widespread ood ever happens.
FEWER UNEXPECTED INTERRUPTIONS

We could reduce the number of customers whose water supply is cut-off unexpectedly, for more than 3 hours, from 12,000 to 6,000 per year.

LESS DISCOLOURED WATER

We could reduce the number of customers who experience brown, orange or black tap water from 600 to 300 per year.

REDUCED LOW WATER PRESSURE

We could improve service to all 41 remaining properties which experience low water pressure below the minimum standard.

ADDITIONAL IMPROVEMENTS COST TO CUSTOMERS

WHAT THIS WOULD MEAN FOR THE AVERAGE BILL PAYER BY 2019-20
COST OF ADDITIONAL IMPROVEMENTS
Reduced risk of loss of supply (lasting more than 6 days) Fewer unexpected interruptions Less discoloured water Reduced low water pressure Total by 2019-20 1.20

Average water bill

1.00 0.10 0.20 2.50

226

Average water bill

233

Average water bill

241

Average water bill

248

Average water bill

256 264.50

Average water bill

If customers want these additional improvements, bills would gradually increase by 50p each year over the ve year period, reaching an additional sum of 2.50 (without ination) by 2019-20.

201415

201516

201617

201718

201819

201920

This means that bills would change by ination plus an extra 50p each year for all additional improvements.