Annual Report 2016 STRATEGIC REPORT 24/7 account management via new website “We are continually working to be better enabled to respond to what we hear from our customers.” A multimillion pound investment in our Seedy Mill treatment works is due for completion this year. The project will create one of the largest clean water UV treatment plants in the UK, delivering enhanced performance and compliance in this area. This year will also see the commencement of significant investment in our Hampton Loade treatment works. Additional improvement activities around bore holes and the network, combined with ongoing training of operational employees and work to educate and inform our customers, will all contribute towards our aim to achieve 100% water quality compliance and an improved customer perception of water through appearance, taste and odour. Secure and reliable supplies, now and in the future Balancing the needs of customers with those of the environment demands considerable resource planning and we recognise the need to protect water supplies as our communities grow and demand increases as a result. We will continue to focus on minimising supply interruptions, ensuring our pipes and networks are well maintained and investing in our infrastructure to provide secure and reliable supplies. We will continue to work closely with the Environment Agency to maintain practices that are environmentally responsible as well as develop appropriate partnerships that will provide innovative solutions. Successful collaboration with the University of Cambridge will facilitate the UK’s largest rainwater recycling scheme at the £1 billion North West 10 Cambridge development. Phase 1 of the award winning project is due for completion in 2017. We see this as an exciting template for future strategic developments in a water scarce area which is also seeing continued and significant population growth. Water efficiency is fundamental to safeguarding supplies and we are committed to helping our customers change the way they value and use water every day through an ongoing programme of educational engagement. Excellent customer service, every time Good customer engagement to provide in-depth insight into our customers’ needs and experiences is vital to delivering excellent customer service. We are continually working to be better enabled to listen to customers and act in response to what we hear from them. During the year we undertook research which identified our customers’ willingness to support the introduction of a social tariff that has subsequently been implemented with their endorsement. We now look forward to helping many more customers who are struggling to pay their water bill. Further research was undertaken to help shape our offering in line with business customers’ current and future needs and views of our services ahead of the nonhousehold retail market opening to competition. We plan to listen and develop services which our customers have told us they value.