Capita

In Focus: Overcoming service complexity

Five ways to proactively build connections with customers  

Designing service to boost trust

Water efficiency: Saving water, money and the environment

The role of individual accountability in the journey to net zero

Collaborative use of nature-based ‘toolkit’ key to tackling phosphorus in wastewater

We must listen to customers’ emotions as well as their words

Utilities’ support for vulnerable customers is ‘far behind’ other sectors

Retail market reform not essential for heat-as-a-service model

Better understanding of vulnerability enhancing ‘digital empathy’

EDF moots common standards for customer service staff

Leakage repair needs innovation focus

Firms must be strategic about building EV infrastructure

NIC: We’re not going to ‘build our way out of climate change’

Building collaboration within a community

Open banking rolled out to 50% of UU customers

Consumers’ choices must be limited to achieve net zero

How smart water meter data can help customers and net zero

Serving up net zero

Can smart meter data can stop us running out of water?

The UK water utilities industry is under greater stress than at any other time in its history. It’s not just about external forces such as changes in usage trends and climate change as well as scarcity and unpredictability of supply. It’s also partly because most of our water infrastructure was designed and built in the Victorian era, if not earlier (the world’s first city-level water transfer project, completed in 1613, remains one of London’s main water resources). And of course we cannot forget the huge drive towards digital transformation.