We’re all in this together. So, if we can support each other, we all reap the benefits. That’s why, as well as focussing our efforts on helping our customers’ save water and delighting them with award-winning customer experiences, we’ve challenged ourselves on having a positive impact on local communities and achieving our Net Zero goal by 2030.
Putting customers first
Starting with our customers, we invested in technology to make efficiencies that can help them save time, money and reduce their water usage, which positively impacts the environment. The success we’ve seen during 2023/24 is exceeding our expectations.
Our efficiency-focused service updates included:
- Quicker bill downloads
- Quick glance of financial health of accounts using coloured indicators
- Quick actions tab underneath each account
- Upgraded search function
- ‘How-to’ videos created to help customers self-serve
- Expanded our High Consumption Alert to SMEs which alert customers if their water consumption increases around 20% compared to their average reads. So, they’re now available for all customers free of charge
As part of our mission to improve our customer service we’ve reduced wait times for calls and email responses and added new ways to get in touch – direct messaging on LinkedIn. This commitment to service is recognised through our Trustpilot reviews – 4.7, rated as Excellent, and winning Water Retailer of the Year again!
Environmental and social value. It’s invaluable
We continue to build on our social and sustainability promise. As a leading water retailer supporting our customers to become more water-efficient formed part of the Ministry of Justice’s criteria for the award of the £28m contract. It also played a significant part in the new framework agreement with YPO, a publicly owned central purchasing body.
As part our social value commitments we’ve also published a number of reports, plans and supported local organisations through a range of initiatives such as:
- Launched our first social and sustainability report
- Launched our first Carbon Reduction Plan
- Held five tree planting events in Stamfordham, Wittering, Durham and Deeping Gate with over 1,000 trees planted
- Held a canal clean in Manchester
- Supported organisations such as Canal & Rivers Trust and PECT.
- Worked with Skill Mill alongside kids aged 16-18 with criminal records carrying out environmental projects to benefit the local community. Helping them interact with colleagues, build confidence and learn new skills
- Following our office move to Salvus House in Durham, we donated unused furniture to Crown Workspace with 83% of furniture being reused
- Provided mentoring and careers advice for schools in the North East
- To raise awareness of decarbonisation projects as part of the drive to net zero we’re working with NEPIC and CATCH
- Completed Project No Flow calling for the industry to pay closer attention to the issues surrounding ageing meters
So far, we’ve helped our customers save 968 million litres of water and decreased carbon emissions by 665,280 kg of CO2e.
A sustainable future to look forward to
As a team we’re creating new partnerships, expanding our volunteering initiatives and driving our key strategies for achieving our water and carbon reduction targets.
We’ll press ahead through innovation and competition to enhance the water market for our customers by leveraging our successful bids from the Market Improvement Fund. One example is with Infersens on Legionella Risk Management and the other is with Waterwise on incentivising water saving.
We’re also committed to enhancing and renewing our EcoVadis bronze award while our Make a Pledge campaign is currently running to encourage water conservation among our customers.
