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Service Standards

WATRS is committed to providing a consistently high level of service to customers of water and sewage companies and the companies themselves. The scheme is contractually required to meet certain key performance indicators and service standards and report upon its performance.

Key Customer Service Standards

WATRS has Key Performance Indicators on which it is measured:

Key Performance IndicatorTarget
Decisions issued within 25 working days of Day Zero* 88%
Decisions issued 30 or more than 30 working days from Day Zero Less than 5%
Calls answered by staff within 2 minutes 95%
Cases where a company makes an application to set aside a Decision Less than 2%
Complaints made by customers about WATRS that lead to corrective measures Less than 1%


Complaints about our service