We’re excited to share the highlights from our 2023 Kingston Hydro Scorecard! Serving 28,000 homes and businesses in Central Kingston, Canadian Forces Base Kingston, and parts of Barriefield, Kingston Hydro - proudly operated by the Utilities Kingston team - had a fantastic year. 

Utility scorecards are essential for understanding how electricity utilities perform across Ontario. They track 20 key measures in four main areas: customer focus, operational effectiveness, public policy and responsiveness, and financial performance. These scorecards help us benchmark our performance and guide our ongoing improvements, ensuring we operate efficiently and provide great value to our consumers. 

In 2023, we achieved some impressive results. We completed 100% of our service connections and scheduled appointments on time, and our billing accuracy reached a remarkable 99.85%. Our customer satisfaction remained high at 91%, thanks to improved response times and our new customer care branch. 

Safety and reliability are our top priorities. We’re proud to report full safety compliance and zero serious electrical incidents. Our system reliability was exceptional, with proactive measures like tree trimming and infrastructure upgrades helping us stay ahead of targets. 

Despite challenges such as inflation and supply chain issues, we managed our capital expenditures effectively, focusing on keeping our infrastructure up-to-date. Although we saw a rise in some costs, our overall cost per customer remained below the industry average, reflecting our commitment to efficiency. 

Overall, our 2023 Scorecard showcases our dedication to safety, reliability, and operational excellence. By continuously enhancing our service quality, maintaining rigorous safety standards, and managing our financial resources effectively, we are committed to meeting the evolving needs of our customers and community. Our proactive approach to system investments and economic development ensures we are well-positioned for future success and will continue to deliver safe, reliable, and affordable electricity. 

Explore our 2023 Kingston Hydro Scorecard to see our achievements and learn more about how we’re working to serve you better.