Thriving environment

Our business is intrinsically linked to the environment as we rely on it for our raw product, water. For this reason we do all we can to ensure there is a clean, resilient and sustainable supply available for current and future water customers whilst ensuring there is enough water available to support the needs of the environment too. Click 'Discover More' to find out more from our Head of Environment, Emma Goddard.

Low carbon sustainable business

We’re committed to playing our part to tackle the causes of climate change and transitioning to low-carbon operations, achieving net zero by 2030. Click ‘Discover more’ to find out more from our Carbon Strategy and Economic Manager, Matt Hersey.

Securing the future of water

Resilient water resources are needed to ensure we have enough water to supply our customers into the future, while ensuring enough remains in the environment so habitats can thrive. Click ‘Discover more’ to find out more from our Head of Water Resources, Nick Price.

Future ready business

Our people are dedicated to providing you with the best service possible, whether they’re out in the field searching for leaks, managing our operational sites, testing the quality of your water or answering your queries. Each and every person within the business is dedicated to delivering you the safe reliable tap water supply you expect. Click 'Discover more' to find out more from our Head of HR, Sian Jenkins.

In July we launched phase one of AquAlerter, our brand-new SMS (text message) incident communications platform, which represents a step-change in the way we communicate with customers during an incident, enabling us to update them faster and more frequently. This system replaced an existing system which failed during the Freeze Thaw event in December 2022.

Designed and run in-house, AquAlerter is linked to our customer database and, during an incident, will send frequent and regular text message updates to all affected customers we hold mobile phone numbers for. Customers do not need to sign up to the service which has been designed to give confidence in the actions we are taking to fix problems as they arise.

This new system is linked to all our customer accounts, which update automatically when an SMS is sent. It also allows us to see how many customers are receiving the messages and how many have opened them.

Since launching phase one of AquAlerter in July, customer feedback has been universally positive.

“I wanted to thank you for the great communication during the Hurst Green / Robertsbridge / Flimwell burst water main. The text alerts, links and photos of the repair were really helpful and the estimated repair times were also good and accurate.”

In addition, in the Q3 C-Mex survey, five customers that had been contacted through AquAlerter rated their satisfaction with SEW as 10/10.

On average, text message updates are now being received by approximately 75 per cent of customers affected by an incident, and we are actively working to increase this figure by getting customers who have yet to provide us with their mobile phone number to do so. This is considerably higher than the reach achieved through our previous system.

Following on from the success of phase one, in March 2024 we launched phase two of AquAlerter, which replaces our previous ‘In Your Area’ system, enabling customers to register for information about incidents and repairs in specific postcodes, as well as being able to follow and share individual map items.

In addition to these new features, customers can now report any leaks found directly through the AquAlerter website, using geo-tagging which uses location services on a mobile device to pinpoint the location of the reported leak. Future phases, updates and enhancements are being planned for AquAlerter for 2024/25.

You can take a look at AquAlerter here.