South East Water outcomes reporting

This page summarises South East Water's performance against its outcomes, measures, and targets for the regulatory period 2023–28. This is the second year of reporting against its 2023 price review commitments.

More details are available on our outcomes reporting page, and on South East Water’s website.

What are outcomes?

Water businesses are accountable to their customers for delivering the outcomes set out in their price submissions, under our PREMO water pricing framework. Each business is required to report at least annually to its customers on:

• its performance against the specified measures and targets for each outcome
• an overall assessment of whether it has delivered on expectations for each outcome, including the business’s explanation for any performance shortfalls and how it intends to address them.

We have requested businesses also provide us with a summary outcome report document using a standard template. These summary outcome reports are all published together on our website. The self-assessments use a simple “traffic light” rating: 

• green = achieved target
• amber = mostly achieved target
• red = failed to achieve target.

South East Water's self-assessment against outcomes in 2024-25

Outcome	Self-assessment
Get the basics right, always	Achieved target
Warn me, inform me	Achieved target
Fair and affordable for all	Failed to achieve target
Make my experience better	Achieved target
Support my community, protect our environment	Achieved target
Overall	Achieved target

Our observations on its 2024-25 performance

South East Water met 13 of its 16 targets in the second year of its regulatory period. Its self-assessment was reasonable and explained why three of its targets were not met or not quite met. South East Water reported that it did not meet its outcome 'Fair and affordable for all' due to falling short of its target for customers with arrears older than 90 days taking up financial or payment assistance. Its major project delivery has improved compared to the previous year, with 6 of its 10 projects currently on-schedule. South East Water reported its outcomes performance on its website, however it was not prominent on its homepage.