Water

#AskUsAnything: Customer needs in a post-Covid world

In our latest #AskUsAnything show, our expert panel discussed the ways in which firms communicate with consumers, how they can identify vulnerability and what role utilities play in their wider communities, among other topics. The recording is now available to listen back.

UU: Customer service is an emotional interaction not a process

United Utilities' customer base includes some of the most deprived parts of the country and these people are now facing ever increasing hardships because of the pandemic. Customer services and people director Louise Beardmore tells Utility Week how empowering staff to help wherever possible has earned the company praise from those it serves.

How Tideway got back to work

Thames Tideway programme director Andy Alder talks Utility Week through the measures being put in place to protect the health and safety of those returning to work on the super sewer, including a traffic light system for different working areas and tailored travel plans for staff commutes.

Thames to bring some AMP7 projects in-house

Keeping Us Connected: Thames takes lead from generous staff

Water retailers still failing to pass on support message to customers

Some water retailers are still failing to signpost businesses to the support with their water bills available to them during the lockdown, according to CCW.

Transformation lessons from the NHS

The impact of the coronavirus outbreak on all aspects of the utilities sector will require a joint response across regulators, government and companies. According to Ted Hopcroft and Liz Parminter, from PA Consulting, this may necessitate the kind of cultural transformation that NHS procurement is currently undergoing.

Efficiency drive: Why consumers still ignore consumption

Utility Week talks to SaveMoneyCutCarbon chief executive Mark Sait on the back of the company’s consumer poll, which shows 85 per cent remain unaware of how much electricity they are using. Sait claims that despite their unparalleled penetration of the population, utilities companies are failing to land the efficiency message – and will continue to until the “issue of trust” is resolved. He also talks about the missed opportunities to include water consumption in strategies to cut carbon.

Anglian Water’s CEO: Are we really doing enough to cut carbon?

Hinkley and Tideway projects ramp up staff

As the nation enters the first phase of returning to work, two landmark projects - Hinkley Point C and Thames Tideway - have brought staff back to sites with guidance on how to operate under social distancing rules.

Carbon top of the agenda for Water Saving Week

Keeping us Connected: SES liaison teams offer community lifelines

#AskUsAnything: The water sector

The latest in our #AskUsAnything series saw an expert panel discuss the impacts of coronavirus on the water sector. It is now available on demand.

Portsmouth launches reservoir consultation

Keeping us Connected: Southern mulls next step for vulnerable customers