The geographical challenges of Scottish Water’s catchment area have presented real difficulties to keeping supplies running but the company has proved it is there for its customers – at a safe distance and even virtually.
When a mains supply pipe burst on the Hebridean island of Colonsay a vessel had to be commandeered to reach the island because ferry services were interrupted.
“As a utility that covers a third of the land mass of the UK, including cities and the most remote islands, all our teams have responded magnificently during these unprecedented times,” Peter Farrer chief operating officer told Utility Week.
Operative Leslie Robinson, one of the army of staff working round the clock, quickly enlisted contractors and – via a rigid inflatable boat – made the 75-mile round trip to fix a burst on a four-inch main supply.
Robinson said: “It was a tricky job in a very boggy area which required specialised sludge pumps and the extra manpower but there was no way that we were going to let any of the obstacles we faced jeopardise our customers’ supplies.”
Not only did the team complete the excavation and repair within five hours, they also installed a line valve for leak detection to improve the island’s water efficiency. All while working the required two metres apart.
He said: “Teamwork and quick decision-making meant we were able to avoid potential disruption for our customers at a time when our services are crucial. That’s the most important thing.”
Ross Barclay, water operations team manager, said everyone is now working in a very different landscape with issues that are not faced under normal circumstances.
He said: “This was a fantastic piece of team work all-round and a great illustration of how we’re working hard during these challenging times to keep our vital services flowing for our customers, while reducing the risk to employees and our customers.”
Farrer added: “Our priority is the provision of water and wastewater services across the country, while ensuring the health and wellbeing of our employees and customers. Our work to keep customers supplied with water and treat the country’s wastewater is a vital service, key to maintaining and protecting Scotland’s public health.”
Shift patterns have altered to allow for flexibility and to safeguard staff by ensuring distancing at work.
Treatment operator Jimmy Will had to change his lifestyle to accommodate childcare with his partner who works on the frontline with the NHS. The pair of keyworkers work opposite shifts to make sure they can look after – and home school – their son.
He said: “I check for any leaks and make sure the site is clean and safe and well maintained and can open or close valves depending how much water there is to ensure there is enough water for our customers. Thankfully the nights are getting lighter which means I can do this in the evening before it is too dark.”
Switching to night work has let Will be on hand to support his partner’s schedule and care for their family.
Commenting on the essential tasks he carries out and the change in working conditions, Will said: “I am proud to play my part in helping make that happen – that is why I am happy to live off six hours’ sleep at the moment.”
“We have adapted well to the situation, for example our Customer Engagement Centre continues to work 24/7 with all the teams working from home,” Farrer explained of another team that has undergone changes. “And we are using WhatsApp video calls with customers to reduce the need for visiting their properties and so minimise the risk of customers or staff contracting the virus.”
This involved the field response team calling customers via WhatsApp, using video calls to conduct virtual inspections in lieu of home visits to resolve problems with water pressure or loss of supply.
More than 100 staff are using Whatsapp to assess problems and have resolved around 15 per cent of issues this way, meaning home visits have been considerably reduced.
The company said it will assess the benefits of continuing to work with virtual inspections in the future to reduce its carbon footprint from saved journeys.
Social distancing changed the way teams undertook laboratory work but with essential regulatory sampling and analysis to carry out, the scientific services teams have adapted.
Angela Dignam, laboratory team manager said the biggest issue was to keep lab teams at a safe distance. New shift patterns mean only one team is on site and the working day has been extended from 6am to 10pm.
Flights from islands are suspended so samples must be transported via ferry and meetings now take place over Skype.
“We have really stretched the team by asking them to do this, however every single person was willing to do what they could to get through this,” Dignan said. “The team truly have gone above and beyond and it’s made me really proud of them.”
Farrer concluded: “Covid-19 has been a massive challenge for Scottish Water, as it has for us all as individuals. The safety of our people and customers is paramount and key to this is ensuring safe working practices and social distancing at all times.
“Scottish Water staff will continue to rise to the challenge during the Covid-19 crisis and we thank each and every one of them.”