What are your levels of service?
We are committed to exceed the target levels of service set by our regulators.
See our regulator levels of service below.
| Code | Title | Definition | Target | Reporting Frequency |
|---|---|---|---|---|
| Sewerage | ||||
| SAM -1/1 | Pre-planning application (Stage 1a) – Sewerage Company – SAM – 1/1 – Acknowledgement of receipt & application completeness |
Within 7 days of receipt. To review application submission to ensure all relevant details are included or request any specific items that are needed. |
7 days | Monthly |
| SAM -1/2 | Pre-Design Application (Stage 1b) – Sewerage Company – SAM 1/2– Review Application | 14 days to review application and respond | 14 days | Monthly |
| SAM - 2/1 | Section 104 application (Stage 2) Sewerage Company – SAM – 2/1 – Acknowledgement of receipt & application completeness | Within 7 days of receipt. To review application submission to ensure all relevant details are included or request any specific items that are needed | 7 days | Monthly |
| SAM - 2/2 | Full Design review and response (Stage 2) – Sewerage Company – SAM – 2/2 – Review Design Step 1 | Full design review of application and respond with formal design response (may be acceptable as per below stage 3 or may be refused) or advice regarding any required design alterations. 28 days from application receipt (this includes the 7 days to acknowledge and review the application for completeness) | 28 days | Monthly |
| SAM - 2/3 | Design Acceptance (Stage 2) – Sewerage Company – SAM – 2/3 – Review Design Step 2 | Issue formal technical acceptance of proposed adoptable network design, including calculations and summary of required inspection fees and Bonding levels – a further 14 days from receipt of additional information or design alterations | 14 days | Monthly |
| SAM - 3/1 | Execute Adoption Agreement (Stage 3) – Sewerage Company – SAM – 3/1 – Update draft Agreement | Issue draft Agreement to Customer for signing. 14 days after receipt of inspection fees, coloured plans and all required legal & land matter details | 14 days | Monthly |
| SAM - 4/1 | Customer notifies of construction start date and requests inspections (Stage 4) – Sewerage Company – SAM – 4/1 Inspections & construction period | Plan start up meeting and inspection regime. 1st inspection undertaken within 14 days of request | 14 days | Monthly |
| SAM - 5/1 | Construction complete (Stage 5) - Sewerage Company – SAM – 5/1 request for pre maintenance inspections | Undertaken within 14 days from receipt of request | 14 days | Monthly |
| SAM - 5/2 | Issue pre maintenance certificate/Provisional Certificate (Stage 5) - Sewerage Company – SAM – 5/2 – Construction is substantially complete | 7 days from confirmation that all construction works are satisfactory (or remedial works complete) and receipt of as built and CCTV survey | 7 days | Monthly |
| SAM - 6/2 | Issue Vesting Certificate (Stage 6) – Sewerage Company – SAM – 6/2– Vest Sewers | 7 days from confirmation that all construction works are satisfactory (or remedial works complete) and all legal & land matters are complete | 7 days | Monthly |
| Water | ||||
| SLPM - 2/2b | Design Self-Laid Main (Stage 2) – Water Company – SLPM - S2/2b – Water Company to Provide design acceptance | Within 14 or 21 calendar days depending on the complexity, provide formal design acceptance | 14 days (Non-statutory) | Monthly |
| SLPM - S2/1a | Design Self-Laid Main (Stage 2) – Water Company – SLPM - S2/1a – Review Design Application | - | 5 days | Monthly |
| SLPM - S2/1b | Design Self-Laid Main (Stage 2) – Water Company – SLPM – S2/1b – Water Company to Review SLP design application | - | 5 days | Monthly |
| SLPM – S3 | Execute Water Adoption Agreement (Stage 3) – Water Company – SLPM – S3 – Review / revise Water Adoption Agreement | Issue the Water Adoption Agreement using the MWAA as a template within 7 calendar days of receiving the request or a revision to the scope of work in an earlier draft. | 7 days | Monthly |
| SLPM – S6 | Vest Self-Laid Main (Stage 6) – Water Company – SLPM – S6 – Issue vesting certificate | Once each Section of main(s) has successfully entered service, declare the Self-Laid Main vested. Vesting certificate should be issued within 5 Days of notification of the Final Connection being given. | 5 days | Monthly |
| SLPM – S1/1 | POC (Stage 1C) – Water Company – SLPM – S1/1 – Initial Application review | Within 5 calendar days confirm application form is complete | 5 days | Monthly |
| SLPM – S1/2 | POC (Stage 1C) – Water Company – SLPM – S1/2 – Review PoC proposal | Within 14 calendar days (or 28 calendar days for complex sites as defined in Appendix E-Minimum Information) review PoC proposal and validate / propose PoC | 14/28 days | Monthly |
| SLPM – S4/1 | Delivery Date (Stage 3 / 4) – Water Company – SLPM – S4/1 – Source of Water Delivery Date | Right day metric – agreed date when the Water Company will provide the Source of Water for testing purposes, contractually binding in the Water Adoption Agreement. | As agreed | Monthly |
| SLPM – S5/1a | Connect Self-Laid Main – (Stage 5) – Water Company – SLPM – S5/1a – Review request and carry out Final Connection | Within 14 calendar days from receipt of all valid test results and paperwork complete the Final Connection. | 14 days | Monthly |
| SLPM – S5/1b | Connect Self-Laid Main – (Stage 5A) – Water Company – SLPM – S5/1b – Review application and agree date of Final Connection. | Within 5 Days review the application, test results, as-laid information and agree the connection date with SLP and issue authorisation. | 5 days | Monthly |
| SLPM – S7/1 | Make Service Connections (Stage 7 – Part 2) – Water Company – SLPM – S7/1 – Validate notification and provide consent to progress with connection | Issue consent, plot reference information, and costing details within 5 calendar days commencing on the day following written notification of connection call-off by the SLP. Process payment for admin fees. |
5 days | Monthly |
| SLPM – S7/3 | Make Service Connections (Stage 7 – Part 2) – Water Company – SLPM – S7/3 – Install ‘screw in’ meter and record details | If requested, Water Company technician visits site to fit meter and records meter details. The SLA for this metric should be defined by those companies which offer this service. | As agreed | Monthly |