Turning obstacles to opportunities: revolutionising UK utility customer care

By Richard Gregory, Senior Sales Executive, Odigo How can we deliver quick customer service wins to keep everyone happy? Richard Gregory, Senior Sales Executive at Odigo, explains. Recent media scrutiny of sewage leaks and Ofwat penalties,...

Tapping into personalisation: The key to improving water customer satisfaction

The personal touch is crucial for consumers, says Alan Newman, Enterprise Manager, Utilities, Quadient. The ongoing cost-of-living crisis has put more pressure on companies to improve customer experience as consumers are more conscious of where...

Boosting diversity improves water sector customer service

Increasing diversity and inclusion across the water sector has the potential to improve innovation, customer service, and contribute to the diversity of thought needed to overcome key challenges, writes Lila Thompson, chief executive of...

Water sector collaboration will light up customer service

By Lila Thompson  Chief Executive, British Water In the ever-evolving landscape of customer expectations, the water sector stands at a critical juncture, and collaboration illuminates the way to enhanced customer satisfaction and a strengthened water...

ESG – the emperor’s new clothes?

By Nicola Williams  Partner at Eversheds Sutherland Do customer voices in the boardroom improve ESG reporting and how can water company Boards remain engaged? Nicola Williams, Partner and regulatory lawyer in the Energy and Natural...

Water utilities achieve new Inclusive Service Kitemark™ certification

Two water utilities have achieved certification to the new Inclusive Service Kitemark. Anglian Water Services Limited and South East Water are among nine companies to be recognised by BSI for providing an inclusive and flexible...

Creating a tide of productivity for the water industry

Water companies are under a tidal wave of pressure to innovate. The already looming challenges of population growth, net zero targets, water scarcity and deteriorating asset health were further compounded by the global pandemic...

Wessex commended for customer service excellence

Wessex Water has once again retained its Customer Service Excellence (CSE) quality mark from the world-leading independent inspectorate SGS. The water company became the first of its kind to achieve this coveted award back in...

The digital innovator that delivers a fluid customer experience

Most people in the UK take for granted a plentiful supply of clean water. However, with estimations that demand for water in England will exceed supply by between 1.1 billion and 3.1 billion litres...

Could core systems be the key to improving water sector complaints management?

Since the Consumer Council for Water (CCW) and Ofwat published a joint report in November on complaints practices within the sector in England and Wales, there has been a real focus on complaints management,...