Developer services water and wastewater performance - quarter one (2016)

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%

Pre-development enquiry

Industry average 96%
87%

Report sent within 21 days

s45 quote - written acknowledgement of application

Industry average 97%
97%

Written acknowledgement of application within 5 days.

s45 quote - quotation sent

Industry average 99%
100%

Quotation sent within 28 days

s45 connection

Industry average 95%
96%

Service pipe connection completed within 21 days.

Mains design <500 plots - Written acknowledgement of application

Industry average 99%
100%

Written acknowledgement of application within 5 days.

Mains design <500 plots - quotation sent

Industry average 93%
85%

Quotation sent within 28 days.

Mains design >500 plots (or where off-site reinforcement / engineering or land difficulties)

Industry average 91%

Quotation sent either

(i) within 42 days following receipt of full application or

(ii) no later than date agreed with customer

Mains construction

Industry average 96%
100%

Construction and commissioning of the main completed either:

(i) within 90 days of date of agreed terms and route or

(ii) no later than on date agreed with the customer

Self lay application - written acknowledgement of application

Industry average 98%
100%

Written acknowledgement of application within 5 days.

Self lay new connection - quotaton sent

Industry average 98%
100%

Quotation sent within 28 days.

Self lay <500 plots (excluding off-site reinforcement / engineering or land difficulties)

Industry average 95%
89%

Written terms sent within 28 days.

Self lay >500 plots or off-site reinforcement / engineering or land difficulties

Industry average 67%

Written terms sent within either

(i) 42 days of receipt of full application or

(ii) no later than date agreed with customer

Self lay signed agreement

Industry average 90%
100%

Written acknowledgement of receipt within 5 days.

Provision of supply of water for pressure/bacteriogical sampling of self lay mains

Industry average 84%
97%

Within either

(i) 21 days of request or

(ii) by extended period requested by customer or by agreement where off-site reinforcements / engineering or land difficulties apply.

Provision of permanent supply of water for self lay mains

Industry average 94%
96%

Within 14 days following satisfactory pressure and bacteriological testing of the self-lay mains.

Developer services, key service standards for wastewater.
Wastewater overall score 100%

Pre development enquiry

Industry average 99%
99%

Report sent within 21 days.

Sewer requisition design - written acknowledgement of application

Industry average 99%
100%

Written acknowledgement of application within 5 days.

Sewer requisition design - requisition offer sent

Industry average 82%
100%

Requisition offer sent no later than date agreed with customer.

Sewer requisition construction

Industry average 75%

Construction and commissioning of the sewer to be completed either

(i) within 180 days of date of agreed terms and route or

(ii) no later than on date agreed with the customer

Adoption and developer delivered diversion – technical vetting - written acknowledgement

Industry average 99%
100%

Written acknowledgement of application within 14 days.

Adoption and developer delivered diversion – technical vetting - approval or rejection letter

Industry average 99%
100%

Approval or rejection letter  within 28 days.

Adoption legal agreement

Industry average 99%
100%

Draft agreement sent within 14 days.

S106 sewer connection - technical approval sent

Industry average 99%
100%

Technical approval sent within 21 days.

S106 sewer connection - technical rejection sent

Industry average 100%
100%

Technical rejection sent within 21 days.