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Custom Performance Report
London Hydro Inc.

LEGEND:
= the target was met.
= the target was not met.  |  EXPORT: EXCEL
  Customer
Focus
Operational
Effectiveness
Public Policy
Responsiveness
Financial
Performance

Performance Year

New Residential/Small Business Services Connected on Time (Target: 90%)

Scheduled Appointments Met on Time (Target: 90%)

Telephone Calls Answered on Time (Target: 65%)

Billing Accuracy (Target: 98%)

First Contact Resolution

Customer Satisfaction Survey Results

Level of Public Awareness

Level of Compliance with Ontario Regulation 22/04 (Target: substantially compliant)

Number of General Public Incidents

Rate per 10, 100, 1000 km of line

Average Number of Times Power to Customer is Interrupted

Average Number of Hours Power to Customer is Interrupted

Distribution System Plan Implementation on Progress

Efficiency Assessment (1 = most efficient 5 = least efficient)

Total Cost ($) per Customer

Total Cost ($) per Km of Line

Net Cumulative Energy Savings (Percent of Target Achieved)

Renewable Generation Connection Impact Assessments Completed on Time

New Micro-Embedded Generation Facilities Connected on Time (Target: 90%)

Liquidity: Current Ratio

Leverage: Total Debt to Equity Ratio

Profitability: Regulatory Return on Equity - Deemed

Profitability: Regulatory Return on Equity - Achieved

2019 99.32%
100%
76.79%
100%
99.9% A 84% C
3 0.989 1.14 0.80 Below Budget 3 568 29822 121.96% 100% 100
1.36 0.88 8.78% 8.82%
2018 99.48%
100%
70.33%
100%
99.7 A 83% C
3 1.04 1.40 0.82 Above Budget 3 552 28955 87.12% 100% 100
1.27 0.84 8.78% 10.08%
2017 97.56%
99.87%
68.57%
100%
99.6% A 82% C
1 0.349 1.00 0.93 Above Budget 3 516 28106 63.35% 100% 100
1.31 0.74 8.78% 9.06%
2016 96.6%
99.9%
67%
100%
99.5% A 84% C
2 0.698 1.03 0.97 In Progress 2 521 28281 32.45% 85.71% 91.43
1.31 0.74 8.98% 5.99%
2015 97.6%
100%
68%
98%
99.2% A 84% C
3 1.029 1.08 0.93 In Progress 2 505 27149 14.51% 90.91% 90.74
1.17 0.66 8.98% 7.52%