Developer services water and wastewater performance - quarter two (2015)

United Utilities and other water companies operate to a set of standards when providing water and sewerage infrastructure for new homes and other construction projects. The standards cover our performance in delivering a range of activities which are essential for housing development. They include responding to initial enquiries, providing designs and quotations, construction and connection, and dealing with legal agreements.

These pages refer to United Utilities’ individual performance. However, if you would like to see how we compare overall with other water companies please visit the Water UK website at water.org.uk/developer-services

Developer services, key service standards for water
Water overall score 98%

Acknowledge enquiry, or application for a water connection

Target within 5 calendar days
99%

A written acknowledgement of the application will be sent within a period of 5 days commencing on the day after receipt of the application confirming either that the application is complete or, if not complete, requesting the missing information and/or any required payment.

This service level applies to applications for service pipe connections under s45 and for applications under section 55 of the Water Industry Act 1991.

Respond to predevelopment enquiry

Target within 21 calendar days of application
91%

A pre-development report will be sent to the developer within a period of 21 days commencing either 

  • on the day after receipt of a full application, or
  • If an incomplete application and/or no payment has been received with the application, on the day after all the required information and payment have been received.

Respond to all other enquires and application

Target within 28 calendar days of application
100%

A quotation will be sent within a period of 28 days commencing on the day after receipt of the full application.

An application is full when all the required information and any required payment have been received.

This service level applies to applications for service pipe connections under s45 and for applications under section 55 of the Water Industry Act 1991. This service level is applied in respect of each individual plot irrespective of whether the application is for service pipe connection(s) only or is made jointly with a requisition application.

Service connection completed

Target within 21 calendar days
91%

The service pipe connection will be completed within a period of 21 days commencing on the relevant day.

The relevant day is the day after all the required conditions are satisfied (typically all the conditions are satisfied when the trench & service pipe inspection has passed.)

Timescales can be extended by agreement with the customer due to third party constraints (Schedule 13 WIA / TMA / Third Party Land).

Construction and commissioning of a water main

Target within 90 calendar days
99%

The construction and commissioning of the water main will be completed either

  • within a period of 90 days commencing on the relevant day, or 
  • no later than on the date agreed with the developer.

The construction and commissioning of the new water main is completed when the new water main is under pressure from the network.

The relevant day is when an undertaking under s42 of the Water Industry Act 1991 is signed by the developer and a valid security has been received.

This service level is applied separately in respect of each individual phase on a development site.

Provide water supply for pressure and bacteriological testing (branch connection)

Target within 21 Calendar days
93%

Provide a source of supply for pressure and bacteriological testing within 21 days commencing on the day after receipt of request or such longer period as may be agreed with the Self-lay Organisations (SLO) where there are engineering difficulties/requirement for offsite reinforcement/Schedule 13 WIA constraints or where the SLO requests an extended period.

Provide a permanent water supply (piece up)

Target within 14 days of receiving satisfactory testing results
69%

Provide a permanent supply connection within 14 days following satisfactory pressure and bacteriological test of the self laid mains.

Developer services, key service standards for wastewater
Wastewater overall score 99%

Acknowledge receipt of a sewer requisition application

Target within 5 calendar days
99%

Receipt of any sewer requisition applications will be acknowledged within 5 calendar days of receipt.

Respond to predevelopment enquiry

Target within 21 calendar days of application
100%

A pre-development response will be provided to the applicant within 21 calendar days of receipt of a complete application.

Respond to sewer adoption / diversion application

Target within 14 calendar days of application
96%

Receipt of applications will be acknowledged within 14 calendar days advising if application is complete or if further information is required.

Respond to sewer adoption / diversion technical appraisal

Target within 28 calendar days of application
100%

A technical assessment will be carried out and an approval or rejection will be provided to the applicant within 28 calendar days of receipt of a complete application.

Respond to sewer connection application with approval

Target within 21 calendar days of application
100%

A technical approval will be provided to the applicant within 21 calendar days of receipt of a complete application.

Respond to sewer connection application with rejection

Target within 21 calendar days of application
97%

A technical rejection will be provided to the applicant within 21 calendar days of receipt of a complete application.