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The following are the results for our key performance targets. Please click here to see our Stakeholder Report 2010 for South Wales and the South West.
Network Performance 2010/11
We measure our performance in three ways:
Security of Supply is the number of supply interruptions recorded per 100 connected customers in a year. We call this 'Customer Interruptions' (CI).
Availability of Supply is the average number of minutes that a customer has their supply interrupted. We call this 'Customer Minutes Lost' (CML).
Restoration of Supply is the % of customers restored in one hour if their electricity supply is interrupted due to a fault.
The energy regulator, Ofgem, has set us tough new IIS (Information and Incentive Scheme) targets which we exceeded in 2010/11.
Security of Supply 2010/11
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WPD South West (CI)
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Ofgem Target
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73.6 CI
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IIS Performance
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61.5 CI
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WPD Performance
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16.5% better than target
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WPD South Wales (CI)
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Ofgem Target
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79.5 CI
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IIS Performance
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58.4 CI
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WPD Performance
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26.5% better than target
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WPD East Midlands* (CI)
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Ofgem Target
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75.7 CI
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IIS Performance
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61.73 CI
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WPD Performance
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18.4% better than target
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WPD West Midlands* (CI)
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Ofgem Target
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109.9 CI
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IIS Performance
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102.16 CI
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WPD Performance
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7% better than target
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*Formerly Central Networks
Availability of Supply 2010/11
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WPD South West (CML)
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Ofgem Target
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51.0 CML
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IIS Performance
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42.6 CML
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WPD Performance
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16.5% better than target
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WPD South Wales (CML)
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Ofgem Target
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44.6 CML
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IIS Performance
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32.4 CML
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WPD Performance
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27.4% better than target
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WPD East Midlands* (CML)
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Ofgem Target
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69 CML
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IIS Performance
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54.92 CML
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WPD Performance
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20.4% better than target
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WPD West Midlands* (CML)
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Ofgem Target
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97 CI
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IIS Performance
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89.52 CI
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WPD Performance
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7.7% better than target
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*Formerly Central Networks
These figures are based on all interruptions lasting three minutes or more on the WPD network including those caused by bad weather, faults and 50% of those due to pre-arranged shutdowns. We exclude the impact of exceptional events, including severe weather.
Restoration of Supply - Target 60
In addition to the performance reported to Ofgem, WPD has its own initiative called Target 60. Target 60 aims to ensure that as many customers as possible have their electricity supply restored within one hour of a fault.
For 2010/11 our performance against this initiative was:
WPD South West
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=
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86.0%
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WPD South Wales
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=
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88.3%
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WPD East Midlands*
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=
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64.9%
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| WPD West Midlands* |
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60.8% |
*Formerly Central Networks
WPD East and West Midlands started working towards this initiative in April 2011 and will be looking to improve on this performance going forward.
Contact Centre Performance
In 2010/11 WPD South Wales and WPD South West were rated 1st and 2nd for customer satisfaction out of the 14 electricity network companies. WPD East Midlands and WPD West Midlands were rated 6th and 8th respectively. The contact centre staff were rated for politeness, willingness to help, the accuracy and usefulness of information given and speed of response to the call.
Ofgem sets a target of answering 80% of calls within 20 seconds. WPD South West and WPD South Wales exceeded this target and provided the fastest response of any UK DNO.
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WPD South Wales and South West
Service to Customers 2010/11
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Service
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Target
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WPD Performance
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General Enquiries
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To answer 80% of calls in 20 seconds
To achieve abandoned rate of 4% or less
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99.7% answered in 20 seconds
Abandoned rate 0.01%
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No Supply
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To answer 80% of calls in 20 seconds
To achieve abandoned rate of 4% or less
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99.2% answered in 20 seconds
Abandoned rate 0.11%
Average speed of answering 1.53 seconds
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WPD East Midlands and WPD West Midlands were set a target to answer 90% of their calls with 15 seconds.
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WPD East and West Midlands*
Service to Customers 2010/11
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Target
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WPD Performance
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To answer 90% of calls in 15 seconds
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65% answered in 15 seconds
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To answer 90% of calls in 15 seconds
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76% answered in 15 seconds
Average speed of answering 19 seconds
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*Formerly Central Networks
Guaranteed Standards of Performance
Guaranteed Customer Service standards are set out by the energy regulator, Ofgem.
Company Fuse Failure
If a customer loses supply due to the operation of their main fuse, we will visit within 3 hours on weekdays and 4 hours at weekends. If we fail to do so, we will pay the customer £22.
WPD South West and South Wales achieved 100% success and WPD Midlands* achieved 99.72% success.
Electricity Supply Failure
If our supply network fails we will restore supplies within 18 hours of the fault being reported during normal weather. If we fail to do so, we will pay the customer £54 (£108 for non-domestic customers). We will pay a further £27 for every additional 12 hours that a customer is without electricity.
WPD South West and South Wales achieved 100% success and WPD Midlands* achieved 99.72% success.
If our supply network fails during severe weather we will restore supplies within 24 or 48 hours of the fault being reported. If we fail to do so, we will pay the customer £27. We will pay a further £27 for every additional 12 hours that a customer is without electricity up to a maximum of £216.
WPD South West and South Wales achieved 100% success and WPD Midlands* achieved 99.93% success.
Notice of Planned Interruption to Supply
If we need to interrupt a supply for testing or maintenance, we will give the affected customers at least 2 days' notice. If we fail to do this, customers can claim £22 (£44 for non-domestic customers).
WPD South West and South Wales achieved success 99.99% success WPD Midlands* achieved 99.98% success.
Voltage Enquiries
If a customer contacts us about a problem with their supply voltage, we guarantee to reply to the enquiry within 5 working days or make an appointment to visit and investigate within 7 working days. If we fail to do so, we will pay £22.
WPD South West and South Wales achieved 100% success and WPD Midlands* achieved 100% success.
*Formerly Central Networks
Complaints
WPD complies with the Complaints Handling Standards Regulations and an independent Energy Ombudsman service deals with unresolved complaints about energy companies.
Western Power Distribution has a Golden Rule – ‘treat the customer the way you would like to be treated’.
We aim to resolve all complaints from customers as quickly as possible without the need for the customer to take the matter to the Energy Ombudsman.
During 2010/11 WPD South West and South Wales received 2274 complaints.
100% of complaints were resolved to the customer’s satisfaction - No complaints were referred to the Energy Ombudsman.
During 2010/11 WPD Midlands* received 4190 complaints, of which just 11 were referred to the Ombudsman and only 2 were found against us.
*Formerly Central Networks
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