Say it with flowersHow the Spring programme is empowering you to enhance the customer experience and create a better workplace

2015JULY

For the people of Sutton and East Surrey Water, SESW Services, Allmat and Advanced Minerals

So how are you enjoying The Source? We received lots of positive feedback after the first issue in May, so we hope you enjoy this edition just as much.

Our cover story this month is the Spring Programme, and the very valuable contributions you have all made to the ‘Three ring models’ for your department. Some truly inspirational ideas for enhancing the customer experience have been suggested – is yours there? You’ll have to turn to page six to find out! Better ways of working are also highlighted in our Annual ERIC Awards. This year there are two worthy winners, Kim Bishop – who has triumphed for the second year in a row – and Daniel Woodworth. Turn to page four to discover how their simple but effective ideas have won them £250 each and made a real difference. The Source is very much your magazine and it’s you we want to see in it! We’re currently working on the September issue, so if you have some news or an event you’d like us to cover, let us know by emailing us at thesource@waterplc.com.

Laura Plumadore and Lauren Whitcombe

e-billing a hit with customersOver 15,000 customers have now signed up for e-billing since the new service was launched in February which is more than double the number who were using its predecessor.

Said Customer Projects Manager Nicola McCormack: “This is a brilliant team effort and I’d like to thank everyone who has contributed. Clearly customers like being able to view current and historical bills 24/7 on mobile devices, tablets and desktops. They also like email notification when a new bill is ready, no more shredding of paper bills to protect personal data and with the added ability to link multiple accounts.” Further features are in development too so if you are one of our customers and haven’t yet signed up, what are you waiting for? Just go to www.waterplc.com/justaddwater.

NEWS

Roundup02-04

04-05

AWARDS

And the winners are...A bumper crop of MARK Awards and the best ERIC suggestions of the year!

SERVICE

Bright ideas for better working

06-08

Your ‘Three Ring Models’ and ‘Moodagrams’ have resulted in some truly inspirational ways to enhance the customer experience

Keith MitchellA DAY IN THE LIFE

09

Music fan Keith can’t get through the day without his van, satnav and an iPod with 40,000 songs!

hello!

Nicola McCormack: Customers like being able to view current and historical bills 24/7 on mobile devices.

What’s new with you?PEOPLE

10-11

From new starters, job moves and long service awards, all your personal, social and charity news

The countdown beginsINTEGRITY

12

Meet Market Reform Delivery Manager David Samuel, whose brief is to prepare us for retail competition in 2017

2

News Roundup

Rotary Club honour for JeremyWhat does our own Jeremy Heath have in common with former US and Russian Presidents Jimmy Carter and Boris Yeltsin? The answer is that they’ve all been recognised as ‘Paul Harris Fellows’ by Rotary International.

Named in honour of the founder of the Rotary Club, the award was presented to Jez last month in recognition of his work for WaterAid. Said Jez: “I’m not a member but I often give presentations on WaterAid to individual clubs and assist them with their own fundraising.

“When I was invited along to the June meeting of the Redhill, Reigate and Horley Rotary Club, I assumed that perhaps they were going to present me with a cheque. It was only when the President said she had a special award to present to a non-member for their significant contribution to WaterAid that I finally realized they meant me. It was a bit of a shock but a great honour and I am thrilled.” Rotary International was founded in Chicago in 1905 and now has 1.2 million members worldwide. Their combined goal is to work together to support communities, both at home and overseas.

Community briefings for breakfastFuture water resources, ‘Open Water’ and the Social Tariff were among the topics on the agenda at two breakfast briefings for local stakeholders in May.

Over thirty guests from local Councils, residents’ associations and other community groups congregated at Banstead Downs and Reigate Hill Golf Clubs to hear presentations from Directors Anthony Ferrar, Jeremy Downer and John Chadwick. The briefings were part of our efforts to strengthen links with the local community as we embark on a new five-year business plan. Feedback was excellent, with the vast majority of attendees reporting that they found the briefings interesting and useful. A number of valuable contacts were gained including three potential candidates to join our new Customer Scrutiny Panel. Among the topics identified for future discussion were the future of recycling and ‘grey’ water, retail competition for the non-household sector in 2017 and the impact of fracking on water resources.

New pump is a win-winA new pump at the Bletchingly borehole is saving enough energy to provide power to 21 houses every year, reports Production Manager Anthony Welch.

Said Anthony: “Roger Flint’s team spotted that the isolation valve on the old pump was partially closed, wasting energy.

“The replacement pump uses a third less electricity to pump the same quantity of water and also saves around 50 tonnes of CO2 a year, helping us meet our greenhouse gas emissions ODI.”

Mains replacement starts in CroydonA £1.3 million scheme to replace 4,600 metres of ageing cast-iron water main got underway in the Hamsey Green area of South Croydon last month.

Said Engineering Technician Dave Plumadore: “Old three and four inch mains, some dating back to 1934, are being replaced with a high-performance polyethylene main to assure the security of water supply for current customers and generations to come.” The project is due to be completed early next year.

Charity champion Jeremy Heath pictured with his Paul Harris Fellow Award

Higher profile for Retail as Jeremy is appointed DirectorIn a move aimed at elevating the strategic importance of the retail function within the Company, Head of Customer Services Jeremy Downer has been appointed Retail Services Director.

The appointment, which took effect on 1 June, completes the restructure announced last Autumn which divided the business into four key areas: Wholesale Services, led by Director Lester Sonden, Retail Services, now led at Director level by Jeremy, Quality and Compliance, led by Director Nicola Houlahan and Business Support and Control, led by Finance and Regulation Director John Chadwick. Commenting on his new role, Jeremy said: “After a long association with the Company I am very proud to have now been offered the role of Retail Services Director. As we progress towards the opening of the competitive market, my focus will be on ensuring we meet all our performance commitments. This will very much depend on the approach we take with customers not only as a Retail team but more widely across all front line staff. Our Vision of Service Excellence has never been so important and I am confident we have the right people who can deliver on it. The reporting lines within the Retail Services Department are unaffected by the new appointment.

3

ERIC awardsemployee | realistic | ideas | capture

News Roundup

Annual Awards for Kim and DanielThere are two Annual ERIC Award winners for 2015 – and one of them has scored his second success in two years!

Network Inspector Kim Bishop, who won in 2014 with his idea for identifying Company standpipes by making them fluorescent orange, wins £250 again this year for his suggestion of “fitting a controlling stop tap to isolate the manifold for maintenance and repair.” Also on the podium is Leakage Manager Daniel Woodworth, who wins £250 for his idea of a “tray to store fittings and tools when working in excavations.”

Said Kim: “The ERIC scheme is a really useful way to communicate ideas and I’m obviously delighted that two of mine have been taken up by the Company.”

Daniel’s brainwave came about as a result of hygiene training. “It just occurred to me that a tray would be a standardised way of keeping fittings off the ground during excavation work,” he told The Source.

Hearty congratulations to both our Annual Award winners. It could be you next year so if you have a bright idea for how we could improve, don’t keep it to yourself. Send it via the Intranet form or email suggestions@waterplc.com.

Kim Bishop: “I’m delighted that two of my ideas have been taken up by the Company”

Tunnel vision for LizCommunications Manager Liz Thorne had tunnel vision when she was invited to inspect the newly-built Lee Tunnel last month. A key part of the Thames Tideway Project, the £635m tunnel is the first of two that will collectively capture an average of 39 million tonnes of sewage a year from the 35 most polluting combined sewer overflows, built by the Victorians as part of the capital’s sewerage network.

The four-mile tunnel runs beneath the London Borough of Newham and will prevent more than 16 million tonnes of sewage mixed with rainwater overflowing into the River Lee each year.

Aid for thirsty lorry driversPallets of our bottled drinking water were transported to the M20 in Kent earlier this month following an urgent by request by Kent Fire and Rescue Services. With temperatures soaring into the Nineties, the water was destined for thousands of lorry drivers stranded in ‘Operation Stack’ as a result of the industrial action in Calais.

Holiday pay changesThe way that some of your holiday pay is calculated is changing following a recent Court ruling. The changes, under which you will receive a recalculated holiday premium payment on top of your basic salary, apply to the first 20 days of holiday taken in each holiday year and are effective from 1 April 2015. For full details email sarahb@waterplc.com.

New rules prompt pension reviewThe Government’s new rules on more flexible access to pension pots from the age of 55 has prompted a review of whether the Company can offer some new investment choices under the SESW Group Personal Pension Plan. Aviva and our pension advisers Premier are exploring the options and will be presenting their proposals once their review is complete. In the meantime, you can still change your investments using the existing range of funds.

Thanks for going green!Well done to everyone who donned green on our Dress Down Day on Friday 26 June. We raised a total of £210.10 for Macmillan Cancer Support, which the Company has doubled to £420.20.

From left: Liz Thorne, Lauren Whitcombe, Karl Reid, Bev Heine and Matt Crockford

4

Commitment

MARK awardsmake it wow | always be positive | right first time | keep our promises

It’s a bumper crop of wow moments!Wow! There are no fewer than 12 MARK Award winners this issue and six of them are ‘internal’, demonstrating that our efforts to improve cross-departmental co-operation are starting to have a positive effect.

First up is Health, Safety and Security Manager Karl Reid, whose offer to take on some standby duties to cover staff illness in the Production department was greatly appreciated by Wholesale Services Manager (Production) Richard Rap. Meanwhile, newly-promoted Support Analyst Matt Crockford (IT) has ‘WOWED’ Julie-Ann Anderson in Networks with his successful resolution of issues with a new computer.

Meter Fitter Shaun Sleet (Engineering) also impressed Retail Services’ Sheena Holbrook by proposing to fit lagging to so-called ‘leaks’

on internal meters, which turn out on further inspection to be condensation.

Out in the field, Jim Fitzpatrick (Engineering), Adrian Palmer and Keith Mitchell (both Networks) win MARK Awards for identifying a ‘rogue gang’ who were illegally tapping into our water supply. Said Wholesale Services Manager (Engineering) Ian Adams: “Without their vigilance and alertness in identifying and recording the gang, we would have missed it. As it is, we’ve removed the connection and can now pursue the perpetrators. That’s definitely a WOW for me.”

Over in Retail Services, Keeley Barber, Kelly Donavan and Della Robinson have all won praise from customers. Keeley for her “fantastic communication and listening skills”, Kelly for her “patience, empathy and professionalism” and Della for her efforts to

“go the extra mile” to resolve an issue over a meter fitting.

Last but certainly not least, Allan Prodger (Engineering) and James Ratcliffe and Kevin Robbins (both Networks) ‘WOWED’ a customer with their friendly manner and efficient and professional co-ordination of a job in Oxshott.

All twelve are receiving a citation from Managing Director Anthony Ferrar, thanking them for their exemplary performance and for being excellent ambassadors for the Company. They also win a £25 High Street shopping voucher of their choice. Congratulations all!

Clockwise from left: Karl Reid, Keeley Barber, Kelly Donovan, Della Robinson, Shaun Sleet and Matt Crockford were among the winners

5

So what changes can you make to improve your customer experience? That was the question posed at employee workshops earlier this year, and the results are a cheering endorsement of the skills, knowledge and experience that we are lucky enough to have across the Company.

Here’s a round up of some of the best ideas so far. Often it’s the simple tweaks that can make the biggest impact…

Reception at RedhillReceptionists Jacky Grant and Julie Feather have been given a budget to improve the customer experience in Reception, and have already arranged a trial flower display. Said Jacky: “The flowers look lovely and give the reception area a softer look and a more welcoming atmosphere.”

CommunicationsIn their quest to update and improve the Intranet, our Communications team has begun a project to scope out exactly what features

employees would find most useful and make sure they are built into a new improved platform for communication.

FinanceIn a bid to improve service to our suppliers, the Finance team have added a third BACS run for payments and spaced them more evenly throughout the month. This should improve our suppliers’ cashflow, which in turn should help them give us a better service.

Financial Controller Bev Heine is also working towards implementing an electronic timesheet, which should make collecting and managing this data much easier.

Retail Services (Metering)Again, the emphasis is on more collaboration and information sharing plus smarter ways of working. One suggestion is to provide meter readers with replacement lids so they can fit them as and when needed, rather than raise a job for someone else to do it.

Engineering (Companywide)With Clancy Docwra’s contract due to be tendered this year, the Engineering team is running a series of workshops to better understand customer needs so that the new contract can take account of these as well as a service culture more closely aligned with our own.

The GarageTransport Manager Andy Davison and his team have come up with a novel idea to promote their thriving MoT and car servicing business. From now on, customers will be given a free SESW-branded torch key ring when they pick up their cars. Said Andy: “No-one likes paying a car servicing bill so customers are genuinely delighted to receive such a useful gift. We’re confident it will help us build repeat business and reinforce our reputation for good customer service with a personal touch.”

continued on page 8

Brightideas forBetter

Innovative, original and effective – your ‘three ring models’ and ‘moodagrams’ have yielded some truly inspirational ideas to enhance the customer experience, both inside the Company and out.

Working

Service

6

The Three Ring Models yielded some truly inspirational ideas to enhance the customer experience

Service

Engineering (Networks)Network Services and Engineering staff have made a concerted effort to work much more closely together to share information and improve communication flow. Said Wholesale Services (Engineering) Manager Ian Adams: “This initiative demonstrates empowerment, ownership and commitment to collaborative working, with a light sprinkling of innovation on top!”

Improvements already suggested include a redesign of job sheets to include more relevant information, colour-coding to make priorities clearer and asking gangs to send photos of projects back to Network Services for archiving in the utility drawings drive.

Retail ServicesSeveral ideas are already making a difference or are in development:

• Outbound calls are being trialled to re-confirm customer appointments and provide the customer with the name of the Inspector who will be visiting them. The Inspector then follows this up with a further call when he is en-route with a estimated time of arrival

• The Customer Database Hi Affinity is being adapted to accommodate customers’ email addresses and mobile telephone numbers;

Said Customer Service Manager Lyndsey Guy: “Customers really appreciate us taking the trouble to re-confirm appointments and it will definitely enhance their experience of us.”

The next round of Service Excellence workshops starts this month, so watch this space for more inspiring ideas!

Jason Black shows off the torch being given to garage customersThe Customer Service team are trialling outbound calls to re-confirm appointments

Networks and Engineering staff are making a concerted effort to work more closely together

Following their workshop, the Senior Management Team has developed a ‘Code of Expectation’, which defines a set of eight principles by which they aim to work. With the emphasis on ‘Putting our people first’, these are:

• Know our people• Enable our people• Empower our people• Be visible• Lead the way• One vision, one team, one voice• Continuous improvement• Be proud of our Company

8

A Day in the Life

Never a dull moment – and plenty of music!Keith Mitchell has been a Network Inspector since 2008 and originally joined the Company working on the gangs in 1991. He lives in Hookwood with his wife, Sarah, and sons Ben, nine, and Sam, four. My morning routine is always the same – I spring out of bed at six, take a quick shower and then whack a bowl of porridge in the microwave. Then it’s into the van and up the A23 to Redhill. After many years living in Coulsdon, we moved out to Hookwood near Horley two years ago and we love it there.

I don’t have to be at work until 8am but I like to get there by 7.15am so I have plenty of time to go through whatever might be on my desk. There’s quite a lot of paperwork to do early in the day, from raising jobs for the gangs to writing reports and filling out my timesheet. The gangs do a wide range of maintenance and repair jobs on the network and it helps that I spent 17 years on the gangs myself, so I have practical experience of what’s under the road.

We’re always busy. I work in Area 2, which covers the densely populated area stretching from Mitcham in the North down to South Croydon and taking in Sutton, Carshalton, Wallington and Cheam. The Coulsdon incident happened on our patch so we’ve all been particularly busy managing that.

While I’m raising jobs for the gangs, my boss, Team Leader Andy Higgins is assigning jobs to me. These could include anything from meter reads, leak checks and mains shut-downs to checking empty properties or customer visits to investigate high usage. We work for all the other departments so it’s very varied and there’s always a lot to do.

Apart from my van, the two other essential tools of my trade are my satnav and iPod. I start each day programming the satnav with all the addresses I need to go to, and then prime the iPod to keep me entertained – I love music and singing along to anything from Stevie Wonder to Iron Maiden keeps me sane

when I’m stuck in heavy traffic!

However well I plan my day, one call from the office can turn it upside down if I am called to a special incident – as I was yesterday when a main burst in Gander Green Lane. There’s never a dull moment in this job, but I enjoy the variety and unpredictability of it.

Lunch is a sandwich on the go – if I’m lucky! After that, it’s back to working my way through the list and then, if I’m on standby, checking in with the office to see if there’s anything else they need me to do.

On a normal day, I head home by about 5pm and then play some footie in the garden with the ‘Chucklebrothers’ as I call my sons! We love

our football and have just taken advantage of the Company’s offer of a family season ticket to see Sutton United. We’ll also mess about on the drum kit that I’ve had since I was 18 – I’m not very good but I can keep time!

Music is a real passion of mine; Sarah and I love going to gigs and we’ve just come back from a wonderful weekend at the Isle of Wight Festival. A few of the lads from work came with us and we’ve already booked our tickets for next year. After dinner, I might walk our dog Ellie and then crash out on the sofa to watch TV with Sarah. She’s a part-time nanny and also starts early two days a week so she’s often asleep before I am!

Music fan Keith sets out on another day’s appointments and (above) at the Isle of Wight Festival with wife Sarah and ‘Chucklebrothers’ Ben and Sam.

Best barbecue yet!Around 60 employees, friends and family braved searing heat and dodgy SatNav directions to take part in last month’s Rounders and Barbecue evening at Reigate Rugby Club.

All agreed it was the best one yet with the rounders’ result decided by a space-hopper bounce off! Said Organiser Andrew Dungate: “Last year’s defending champions, the ‘McPalmers’ triumphed again, though personally I question the umpiring! We also burnt 150 sausages to perfection and raised £12 for WaterAid the following day with our ‘second hand sausage sale’ so obviously they were good, well-cooked sausages even if I do say so myself!”

What’s new with you?

Magnificent seven raise £1,100 for WaterAid!

Farewell to Josette, Sally and LindaThree popular and long-serving members of staff are leaving us this summer after a combined 72 years’ of loyal service.

Linda Mann was the first to say a fond farewell on 24 June, when colleagues in Customer Services gathered to celebrate her 23 years’ service and present her with some flowers and gifts to mark her retirement. Said Retail Services Director Jeremy Downer: “Linda is adored by both colleagues and customers and we all wish her a long and happy retirement.”

Josette Card opted for a quiet send off on 10 July after an amazing 30 years’ service. A familiar face on Reception and in the Administration department, German-born Josette joined East Surrey Water in August 1985 as a shorthand typist. Said Corporate Services Manager Laura Plumadore: “We’d all like to thank Josette for her many loyal years’ service and wish her every happiness in the future.”

Sally Zoltaniecki also waved goodbye to her colleagues in Customer Services on 15 July after 19 years’ service. Look out for an article on Sally’s presentation in the September issue.

Steep inclines, rugged cliffs, battering winds and thousands of overexcited teenage girls on their way to a One Direction concert – these were just a few of a challenges overcome by our seven-strong mountain climbing team when they attempted WaterAid’s Mountain Challenge in Wales last month.

Reports first time walker Kariba Wantenaar: “After battling our way through concert traffic in Cardiff, most of us arrived at the bunkhouse in high spirits, hoping for sunshine and greatly anticipating the hike the next day.”

Fellow walker Ruben Perez reports that despite the best efforts of Fiona ‘rain-magnet’ Smithee, the weather was indeed sunny and clear and after a full English cooked by Liz Thorne, the group set out to climb ‘Pen y Fan’. Added Kariba: “After lots of breaks, pep talks and patience on Jez’s part we reached the summit. I felt I could stay up there forever – but that’s because I didn’t think I could get down again!”

After a difficult descent, the group made it back to the bunkhouse for a well-deserved shower and pub supper. While Kariba’s favourite view was the car park(!) she thoroughly enjoyed the weekend, as did Ruben, who called it “an exciting blend of rewarding challenge, stunning views and good company.” Well done all, and thanks to everyone who sponsored them.

Time for a selfie! ‘Rain-magnet’ Fiona Smithee with our team plus fellow walkers from other water companies

Pedal power for WaterAid

It’s now just weeks away from The Prudential Ride London-Surrey 100 Bike Race on Sunday 2 August and our saddle sore team are eager for more sponsors! Engineering’s Dave Plumadore and Sean Walker have been training hard for the race, which takes in a 100-mile route through London and the Surrey hills. Help them get to their target of £1,150 by going to http://uk.virginmoneygiving.com/ team/DaveandSean Thank you!

Linda Mann accepts flowers and gifts at her retirement presentation last month

10

A very warm welcome to:

Jamini Panchalwho joined as a Customer Services Advisor on 5 May.

Anna Iwobiwho joined as a Customer Service Advisor on 6 May.

David Samuelwho joined as Market Reform Delivery Manager on 11 May.

Joanna Fosseywho joined as a Customer Liaison Officer on 18 May.

Samuel Turnerwho joined as a Meter Reader on 22 May.

Let’s get Social!Panto time!Oh yes you will! This year’s Christmas treat is the 2pm performance of Aladdin at The Harlequin Theatre on Sunday 13 December. Tickets are just £5 each so reserve yours now by contacting either Sonia (ext. 253) or Pete in the Lab or emailing soniac@waterplc.com.

Christmas markets in DusseldorfCome along on our festive three-day trip to the Christmas Markets in Dusseldorf, leaving on Friday 4 December. The £150 price includes return coach/ferry travel and hotel accommodation. To secure your place, contact Andrew Dungate at Redhill with a £50 deposit.

ObituariesIt is with sadness that we announce the death of Richard Theobald, who passed away on 19 June and David Try, who passed away on 22 June. Dick Theobald worked as a Plant Operator at Bough Beech until his retirement in 2002, and David (known as Tom) was the Engineering Director until retiring in 1996. We send our sincere condolences to both families.

What’s new with you?

Terry Hinkley who joined as a Section Manager on 2 June.

Joanna Campbellwho joined as Economic Regulation Manager on 8 June.

Tanya Dadywho joined as a Leakage and Demand Analyst on 6 July after secondment from consulting firm Lynd.

Long Service AwardsMany congratulations to the following employees, who all celebrate Long Service Awards in July or August.

35 years

Alan Ward (Production, Kenley), who joined the Company on 14 July 1980.

David Laird (Production, Bough Beech) who joined the Company on 4 August 1980.

10 years

Jason Black (Garage) who joined on 4 July 2005.

Karen Barber (Retail Services) who joined on 30 August 2005.

5 years

Shaun Sleet (Engineering) who joined 16 August 2010.

PromotionsCongratulations to:

Matt Crockford (IT) who was promoted to the role of Senior Support Analyst on 1 April.

Uzair Khan (IT) who was promoted to Support Analyst on 22 June.

Deborah Harnettwho joined as an HR Administrator on 5 May.

A warm welcome also to Roy Douglas and Robert Ewen, who have recently joined SESW Services, and Godfrey Birungi Mukasa and Anthony Harris, who have recently joined Allmat.

Dates for your diary

11

Integrity

The COUNTDOWNRetail competition in the non-household sector may be nearly two years away, but we have much to do to make sure we are ready, says newly-appointed Market Reform Delivery Manager David Samuel. From the pharmacy on the street corner to

the buzzing metropolis of Gatwick Airport,

our non-household customers will be able

to choose their water retailer in under two

years’ time. While we are firmly focused on

keeping our existing business customers

and gaining some new ones, we must also

prepare for us acting as a ‘wholesaler’ for

other retailers providing direct customer

services in our area.

Step forward Market Reform Delivery Manager David Samuel, who has recently joined us from Southern Water with a brief to get us ready for the demands of the new market. It’s David’s job to assess what we need to do and when we need to do it, as well as ensure we are all aware and fully trained to operate the new regime. A chartered engineer by training, David has over 30 years’ water industry experience under his belt so well understands the enormity of the task – and the deadlines we all need to hit in the next 21 months. “It sounds a long way away but we have many internal milestones to achieve between now and then” he told The Source.

Working with employees from across the Company, David’s immediate ‘to do’ list includes overseeing a range of activities, from data ‘cleansing’ – of which more below – to putting in new processes to support split responsibilities between Retail and Wholesale operations. Said David: “Under the new regime, as ‘wholesalers’ we intend to be able to respond promptly and professionally to requests for new connections and work with a number of different retailers as well as our own team.

“To achieve this it will take a co-ordinated approach across many parts of the company. In most cases, the jobs – such as fitting a new meter or running flow tests – won’t change, but the information flows and service levels around them will. Some activities will also become chargeable to the Retailer and so this adds another dimension. In redesigning the new processes, our aim is to be efficient and avoid duplication, and also to ensure the very highest standards of customer service are maintained for our customers as well as Retailers.”

With that development work now getting underway, David is also focused on the ‘cleansing’ of all our non-household premise and other data so that Market Operating Services Limited (MOSL) – the company formed by Ofwat to run the new regime – can in turn build a national database. “In the same way that the National Grid holds

a database of all electricity meters in the UK, the new water industry database will hold all premise data and meter reads centrally so that non-household customers will be able to switch suppliers in the same way as happens in the energy market now. Checking and preparing our portion of that data is a rigorous process which involves staff from across the Company working together to ensure that what we upload to MOSL is correct and completely up-to-date. The better the quality of data provided the less risk of wasted effort and poor service further down the line when the market opens in April 2017.” The data will be uploaded to MOSL in the first half of 2016 with all other processes in place by October 2016 so that a ‘shadow’ operation can be run for six months to test the system and iron out any teething problems.

“Between now and then my aim is to not only facilitate and support the preparation but make sure it’s a success, and that everyone involved understands the changes and feels they’ve been part of it,” said David. “The market design means that some processes will require more effort than we are used to, but we strive to compensate for that by making some things easier as well.”

BEGINS

Market Reform

David Samuel pictured at the Belfry Centre in Redhill. From April 2017, shops like these will be able to choose their water supplier

12