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.