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 hear from our Head of Environment, Emma Goddard.

People

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 hear from our Head of HR, Sian Jenkins.

We place our customers’ priorities at the heart of what we do and this is why we’re constantly looking at ways to make accessing and managing bills and payment plans easier for them.

We place our customers’ priorities at the heart of what we do and this is why we’re constantly looking at ways to make accessing and managing bills and payment plans easier for them.

In response to customer feedback and having listened to experience from around the business, we wanted to create a platform which enabled our customers to take full control.

A team dedicated to creating this platform worked for six months to bring this fully automated system to life, culminating in the launch of the latest version of My Account in August 2020.

My Account empowers customers to submit their own meter readings, manage their payment plans, make payments and change their address along with keeping a track of their water use, helping them see where they could use less water and save money.

“We modelled the new My Account on an automated supermarket-style self-service checkout system which gives customers complete control.” Richard Bannister, Business Services System Manager

“Using our cloud-based platform, we built a modern application with AI capabilities. We’re not stopping there though, we have many enhancements planned for the future such as image recognition when customers upload photographs of leaks so we can instantly identify it and take action accordingly.”

Before My Account’s update, there were 180,000 customers signed up to use the site. By 31 March 2021, that figure had grown to 262,000.

The success of the revamped My Account led us to create a bespoke desktop application, making it even more convenient for customers to log on and manage their account.

Feedback from customers has been overwhelmingly positive. One customer told us “Just used your new site to move home. Wow, so easy to use and just brilliant. Other companies should learn from this.”

As we strive to continually evolve and deliver a 10/10 service we’re not stopping here.

Richard continued: “We have many enhancements planned for the future such as image recognition, whereby customers upload photographs of leaks so we can instantly identify them and take action accordingly.”