Key performance targets
Please see below results for our key performance for 2020/21, in relation to network reliability, customer service and guaranteed standards of performance.
Network performance
We measure our performance in three ways:
Security of supply is the number of supply interruptions recorded as a percentage of customers connected 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 percentage of customers restored in one hour if their electricity supply is interrupted due to a fault.
The energy regulator, Ofgem, has set us a new IIS (Interruptions Incentives Scheme).
Security of supply 2020/21
| WPD South West (CI) | |
|---|---|
| Ofgem target | 58.1 CI |
| IIS performance | 58.46 CI |
| WPD performance | -0.6% against target |
| WPD South Wales (CI) | |
|---|---|
| Ofgem target | 52.5 CI |
| IIS performance | 38.9 CI |
| WPD performance | 25.9% better than target |
| WPD East Midlands (CI) | |
|---|---|
| Ofgem target | 50.5 CI |
| IIS performance | 39.6 CI |
| WPD performance | 21.6% better than target |
| WPD West Midlands (CI) | |
|---|---|
| Ofgem target | 80.9 CI |
| IIS performance | 44.5 CI |
| WPD performance | 45.0% better than target |
Availability of supply 2020/21
| WPD South West (CML) | |
|---|---|
| Ofgem target | 43.5 CML |
| IIS performance | 41.5 CML |
| WPD performance | 4.5% better than target |
| WPD South Wales (CML) | |
|---|---|
| Ofgem target | 33.1 CML |
| IIS performance | 24.5 CML |
| WPD performance | 26.0% better than target |
| WPD East Midlands (CML) | |
|---|---|
| Ofgem target | 36.4 CML |
| IIS performance | 23.1 CML |
| WPD performance | 36.6% better than target |
| WPD West Midlands (CML) | |
|---|---|
| Ofgem target | 52.0 CML |
| IIS performance | 28.3 CML |
| WPD performance | 45.7% better than target |
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 is designed to ensure that as many customers as possible have their electricity supply restored within one hour of a HV fault.
For 2020/21 our performance against this initiative was:
WPD South West = 84.5% of customers restored within one hour
WPD South Wales = 87.3% of customers restored within one hour
WPD East Midlands = 88.5% of customers restored within one hour
WPD West Midlands = 88.9% of customers restored within one hour
Customer service performance
Customer satisfaction 2020/21
As part of Ofgem’s Broad Measure of Customer Satisfaction, a research agency undertakes satisfaction surveys every month with around 350 customers for each of the 14 electricity network companies. Surveys take place with customers who have had an interruption to their electricity supply (planned or unplanned), applied for a new connection or contacted the company with a general enquiry. In 2020/21, WPD improved its average customer satisfaction score as follows:
| 2020-21 Average overall satisfaction (out of 10) | 2019-20 Average overall satisfaction (out of 10) | |
|---|---|---|
| South Wales | 9.28 | 9.16 |
| West Midlands | 9.12 | 9.11 |
| East Midlands | 9.19 | 9.13 |
| South West | 9.14 | 9.08 |
Contact centre performance
Inbound
| Service | Total calls |
|---|---|
| General enquiries | 176,691 |
| No supply | 814,610 |
| Calls to 105 (included above) | 396,034 (48.62%) |
Average speed of response
Calls: 5.29 seconds
Twitter: 4 mins 15 secs
Webchat: 43 secs
Outbound - Proactive
| Total call backs | Total to vulnerable customers | |
|---|---|---|
| During fault | 96,473 | 84,556 |
| When ETR changes (Estimated Time of Restoration) | 88,088 | 25,938 |
| Post fault | 317277 | 120053 |
| Total | 501,838 | 230,547 |
| Total proactive messages sent | 792,862 | |
Priority Services Register data cleanse
| Total contacts | |
|---|---|
| Customers attempted to contact | 789,289 |
| Success rate | 33.3% |
| Onward referrals made (e.g. for fuel poverty support) | 11086 (including 5173 referrals to fire service) |
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.
In 20/21 three complaints were referred to the Ombudsman for a decision.
Guaranteed standards of performance
Guaranteed Customer Service Standards are set out by the energy regulator, Ofgem. Our performance against the standards in 2020/21 is set out below.
Appointments
If we visit a customer for any reason, they will be offered an appointment during the morning or afternoon or within a two-hour time band. If we fail to make or keep that appointment we will arrange for the customer to receive a £60 payment.
WPD South West, WPD East Midlands, and WPD South Wales all achieved 100.0% success. WPD West Midlands made one payment.
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 £60.
WPD South Wales & WPD West Midlands both achieved 100% WPD South West and WPD East Midlands made one payment each.
Electricity supply failure
If our supply network fails we will restore supplies within 12 hours of the fault being reported during normal weather. (If a single incident on our distribution system affects 5,000 premises or more, we will restore it within 24 hours of first becoming aware of the problem.)
If we fail to do so, we will pay the customer £150 (£300 for business customers). We will pay a further £70 for every additional 12 hours that a customer is without electricity. WPD South West, SWPD South Wales, and WPD East Midlands and West Midlands all achieved 99.99%.
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 £75. We will pay a further £70 for every additional 12 hours that a customer is without electricity up to a maximum of £700.
WPD South West, WPD South Wales, WPD East Midlands and WPD West Midlands all achieved 100% success.
Multiple interruptions
If a problem on our system causes a customer to be without power for three hours or more, on four or more different occasions in a single year (from 1 April), they are entitled to a £150 payment. Customers can claim within three months of the end of the year to which the claim applies.
WPD South West, WPD South Wales, WPD East Midlands and WPD West Midlands all achieved 100% 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 £60 (£120 for business customers).
WPD South West and SWPD South Wales achieved 100% and WPD East Midlands and WPD West Midlands achieved 99.99%
Voltage complaints
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 £60.
WPD South West, WPD South Wales, WPD East Midlands and WPD West Midlands all achieved 100% success.
Our performance against the Connection Guaranteed Standards of Performance for 2020/21
WPD South West made seven payments
WPD South Wales made one payment
WPD East Midlands made four payments
WPD West Midlands made two payments