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We keep our promises


Our continued improvements in our performance is clear from our 2016/17 business plan commitments report, published today.

This report shows how we are keeping our promises to customers in the current regulatory period (known as RIIO-ED1, which began in 2015 and ends in 2023.) The report covers a range of performance measures, including safety and network reliability, reducing environmental impact, electricity connections standards, customer satisfaction and social obligations.

Key highlights for 2016/17 are:

  • The number of power cuts has dropped by 31% and the length of power cuts is down by almost half since 2012. This means that on average a WPD customer will have one power cut every two years that will last for under 25 minutes.
  • 89.21% of customers had power restored within an hour of a high voltage fault.
  • Average response time to customer calls is 1.66 seconds.
  • We have reduced the amount of waste going to landfill by 20%.
  • We have zero failures against Ofgem’s guaranteed standards of performance for electricity connections.
  • In the last year 11,766 fuel poor customers were assisted through WPD-supported fuel poverty schemes, saving £3million as a result.
  • We have trained our field staff to identify and support vulnerable customers.
  • Over 14,000 stakeholders have attended the 130 events organised by WPD.
Our Chief Executive Robert Symons said: “During 2016/17 we have continued to invest in the networks which has led to further improvements in performance. At the same time we maintained our position as the top rated electricity distribution network operator for a sixth year in a row.”

Over the last year, we have invested £900million on the long term reliability of the network. The company will invest £7.1billion across the eight year price control period. The cost of us delivering its service equates to less than £100 of a typical customer’s electricity bill per year.

You can find the full details as well as a summary of the report at 

Contact us

Emergency information

0800 6783 105

General contact enquiries

0800 096 3080