We will continue to:
• Ensure supply interruptions are less
than 10 minutes when supply is
affected.
• Ensure our pipes and networks are
well maintained.
• Invest in efficient pumping stations
across our regions to make sure
supplies are secure and reliable.
• Increase educational engagement
concerning water efficiency.
Excellent service to customers and
the community
We remain committed to exceeding
our customers’ expectations. With the
introduction of new SIM measures,
we will continue to target being in
the industry upper quartile. We will
continue to invest in the training and
development of all of our front line
staff both in our contact centre and
out in the field to ensure we deliver
a seamless experience with first time
resolution of customer issues where
possible.
As communication channels grow and
expectations change, our investment
in a new website and multi-channel
contact system will provide greater
choice and flexibility for our customers
– making it simple, flexible and
accessible whatever the channel of
choice.
We will deliver at least 400 days of
employee volunteering within our
communities per year. From help with
events, education programmes and
UK’s largest rainwater recycling system
at the North West Cambridge development will supply
3000
homes
2000
student homes
school and
supermarket
11
Annual Report 2015
although we have increased our
long-term focus on water resource
planning in the Cambridge region as
this area is more constrained than the
South Staffs region. Water efficiency
will continue to be a key focus and
we are committed to helping all of
our customers change the way they
value and use water every day.
We need to protect our water
supplies as our communities grow
and demand increases. We are
anticipating significant population
growth in the Cambridge region
over the coming years accompanied
by increased pressure on water
resources. We will work closely with
the Environment Agency to balance
the needs of customers with the
environment.