Water Company Complaints Central and Eastern Committee Meeting in Public 23 February 2016 Walsall Central Library
Agenda Welcome and Apologies Bernard Crump Declarations of Interest Bernard Crump Helping Vulnerable People Severn Trent Water South Staffs Water Water Quality Severn Trent Water South Staffs Water Refreshments Break Customer Education Severn Trent Water South Staffs Water AOB All
Helping customers
Our approach To deliver great customer service and customer care to exceed your expectations We recognise sometimes it’s difficult to find the money to pay your water bill We recognise that your needs may change Make it easy for customer to access information and to access the measures of assistance
Assistance Register If you have difficulty reading or understanding your bill we can arrange for information to be delivered in the following ways: • Braille • Large type • Read out to you over the phone • Send your bill and other correspondence to a relative or friend • Password registration • Bogus caller advice • Special needs • Nominated contacts • Dialysis
Easy Ways to Save - Request a meter Water meters can be installed for free in most homes. Because you only pay for the water you use many people find their bill is cheaper. You may also be eligible for special tariffs Find out if you would be better off by completing the water meter calculator available on our website.
Easy Ways to Save – Free water efficiency devices Reducing the amount of water we waste is easy and doesn’t mean settling for lower standards of living. Every day millions of litres of water disappear down the drain unnecessarily.
Easy Ways to Save - Watch out for leaks An unusually high meter reading may indicate a leak is present. Customers are advised to: 1) Turn off all taps 2) Read the meter including the red digits 3) Do not use any water (eg overnight) 4) Read the meter again If the second reading is higher there may be a leak.
Available Tariffs - WaterSure This is a tariff for customers who are on a low income and use a lot of water. It works by putting a cap on the charges for water and wastewater services. To be eligible customers must: 1) Have a water meter 2) Be in receipt of certain income-related benefits or tax credits 3) Have either: Three or more children under the age of 19 living in the household for whom the person receiving benefit also claims child benefit or Someone living in the household who has a medical condition which means they use a lot of extra water.
Available Tariffs - Assure In April 2016 we are introducing the ‘Assure’ tariff to assist customers : • Eligibility is based on effective disposal income • Assessed by a third party & supported with budget and debt advice • Discounts awarded of 20%, 40%, 60%, 80% off their bill • Open to both metered and unmetered customers • Reciprocal process with our sewerage partners • Keep it simple
Partnership working We also work in partnership with organisations to help you manage your water bill
Help Making Payments • Flexible Payment Arrangements • Places to pay • Direct Debit • Water Direct • Charitable Trust
Charitable Trust It can help customers who are: • Unemployed • Receiving very low wages • Have a chronic and/or serious illness • Are being made redundant • Suffering from a relationship breakdown or bereavement Priority is given to applicants who are willing to make regular contribution towards the cost of their bill www.sswct.org
Our Commitment From 2015 onwards, we are measuring our performance against 15 different outcome delivery incentives (ODIs). The ODIs cover all aspects of our operations and have been split into five main outcomes:
Our Commitment We have made a commitment to increase this from 17,000 to 30,000 One of our metrics is our ‘Support for Customers in Debt’ ODI by 2020 This includes: • Payment plans • DWP • Watersure • Assure Tariff
How will we do this? We will build a programme: • We will empower our staff through training to help you • We will build on our partnership working for signposting • We will work with your communities • We will raise awareness of the assistance available and make it accessible • We will have a service that is inclusive and accessible to all
We’re here to help Bill enquiries: 0845 60 70 456 01223 706050 Difficulty paying: 0800 09 30 610 www.south-staffs-water.co.uk www.cambridge-water.co.uk
WHAT IS OUR AMBITION? By 2020 to be the most trusted water company Delivering an outstanding customer experience, the best value service and environmental leadership CCWater meeting_23 Feb 2016_Public 18
OPERATIONAL PERFORMANCE: DELIVERING FOR OUR CUSTOMERS Improved year on year performance on 83% of our operational measures, including: External Sewer Flooding (Apr-Oct) Internal Sewer Flooding (Apr-Oct) Complaints (Apr-Oct) -24% -35% -35% 5,145 711 3,905 460 2014 2015 2014 2015 2014/15 2015/16 Supply Interruptions (Apr-Oct) Escalated Complaints (Apr-Oct) Category 3 pollutions (Jan-Oct) -18% -33% -41% 360 318 261 240 2014 2015 2014 2015 2014/15 2015/16 We are now expecting a £15m reward this year CCWater meeting_23 Feb 2016_Public 19
BUT WE WANT TO BE EVEN BETTER… Against a background of reduced customer bills: 2014/15 £333 2015/16 £329 2016/17 £329 £333 We will continue to: Embed customers at the heart of what we do Deliver operational excellence Protect our environment – aiming for 4*status And with your help we know we can be. CCWater meeting_23 Feb 2016_Public 20
HELPING VULNERABLE CUSTOMERS CCWater meeting_23 Feb 2016_Public 21
WE PUT OUR CUSTOMERS FIRST • What do we mean by this? • We’re here for our customers 24/7 • We want to create a relationship based on empathy and respect • We go the extra mile for our customers • We want to create a better future for all • We’re committed to a cleaner, greener future, protecting and improving our environment for generations to come CCWater meeting_23 Feb 2016_Public 22
LOOKING AFTER OUR CUSTOMERS, EVERY DAY Flexible Water Single Severn payment Health occupier Trent Trust options Checks tariff Fund Alternative Team Big Priority WaterSure bill format training Difference register Scheme Water Nominee Partnership Direct Pro-active scheme working metering • We are not standing still, we want to do more for our customers • We have a programme to build on our activities and develop a new personalised service for our customers CCWater meeting_23 Feb 2016_Public 23
THE NEXT WAVE OF SUPPORT FOR OUR VULNERABLE CUSTOMERS 2016 2016/17 June & Autumn Winter Spring Feb Mar April May July August 2016 2016/17 2017 Working in partnership New specialised team in place Front line contact advisors engaged and trained on vulnerability Field Force engaged and trained on Access to information on our vulnerability Improved systems and services available via phones processes go live We know our customers and keep them New personalised service live for our customers who need some extra support informed about things that might affect them CCWater meeting_23 Feb 2016_Public 24
WATER QUALITY CCWater meeting_23 Feb 2016_Public 25
IMPACT OF CLIMATE CHANGE • Everything we do is impacted by the weather. • Climate change means we have to prepare for hotter & drier summers, wetter winters and increased storminess. • The two of key risks with climate change on water quality are: • Decrease in raw water quality – resulting in increased water treatment costs and risk to meeting our water quality regulations. • We need to work harder to keep levels of bacteria down to maintain our compliance with water quality regulations. • We must prepare for climate change to ensure a seamless service for our customers. CCWater meeting_23 Feb 2016_Public 26
PROTECTING OUR RIVER WATER QUALITY . • We have an ambitious £21m programme to work with farmers and land managers to tackle the root causes of water quality issues. • By working in partnership we can protect the catchment areas that supply our drinking water. Improved drinking water quality Reduction in additional water treatment Wider environmental benefits CCWater meeting_23 Feb 2016_Public 27
PARTNERSHIP WORKING Our catchment programme is based on implementing enhanced good agricultural practice to improve water quality. STW working in partnership CLEAN Water Company interventions Rivers Trust, Wildlife Trusts, CSF STW encouraging enforcement Agri - environment schemes – Single Cross Compliance farm payment POLLUTED – Codes of Good Agriculture Guidance Practice Legislative/regulatory baseline pollution and compliance CCWater meeting_23 Feb 2016_Public 28
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