annual stakeholder review - thames water · annual stakeholder review. the year in review. a busy...
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Annual Stakeholder Review
Welcome – Steve Robertson, CEO
Richard Aylard CVO – External Affairs & Sustainability Director
Annual stakeholder review. The year in review.
A busy year.
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Highlights 2015 –16.
Our customer service.
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Leakage is reducing.
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• We have reduced leakage by a
third since 2003/04. This includes
replacing more than 1,700 miles
of cast-iron Victorian water mains
over the last decade .
• Leakage is complex – three
distinct types of leak which all
require different action.
• If we stopped active leakage
control, leakage would double in a
year.
Customers better
understand their
water use
Reduce water use = save
money
Opportunities for innovative
measures e.g. financial
tariffs and incentives
Better understanding
of network
performance.
Helps to target leak
detection and repair
Helps differentiate between
usage and leakage.
An integrated approach to demand management.
Leakage Metering Water
Efficiency Leakage Water
Efficiency Smart
Metering
Getting ahead of the weather.
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Our environmental performance.
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Long-term sustainable investment.
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Final thoughts
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We’ve made good progress - but recognise there’s
more to do
New technologies and new ways of working are
underpinning everything we do
We are evolving the business to operate more
independently of the weather
Annual stakeholder review. A stakeholder’s perspective.
Anne Heal – Chair of Thames Water Customer Challenge Group
Nick Fincham – Strategy & Regulation Director
Annual stakeholder review. Future investment priorities.
Everyone’s views matter.
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Three key conversations.
Phase 1:
Long-term priorities
(outcomes)
October - November 2016
Phase 2:
Local engagement
May 2017
• Local community level conversations
• What is important in your communities
• What we are doing in your communities
Phase 3:
Draft plan
January 2018
• Feedback on detailed plans
• Bill impact
• General soundings
• Feedback on our long-term priorities and services
Our long-term priorities.
1) Deliver an effortless customer experience
2) Deliver a safe and dependable water service
3) Deliver a safe and dependable wastewater service
4) Plan for the future
5) Be a responsible company
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1. 2. 3.
0 0 0
Time to vote “Is there anything missing that you would expect to see?”
1. Yes, we have missed something
important.
2. No, we have covered everything
3. I don’t know
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Deliver an effortless customer experience Deliver a safe and dependable water service Deliver a safe and dependable wastewater service Plan for the future Be a responsible company
1. 2. 3. 4. 5.
0 0 0 0 0
Time to vote “Which of these would your organisation like to hear more about?”
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1. Deliver an effortless customer experience
2. Deliver a safe and dependable water service
3. Deliver a safe and dependable wastewater service
4. Plan for the future
5. Be a responsible company
1. 2. 3. 4. 5. 6.
0 0 0 0 0 0
Time to talk “How do you want us to engage with you?”
1. Letters and emails
2. One to one meetings
3. Stakeholder workshops
4. Public forums
5. Stakeholder website
6. Social Media
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Steve Robertson
CEO
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Meeting the team.
Meeting stakeholders.
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Writing the next chapter.
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Abbey Mills sewage
pumping station
Delivering for customers – whatever the weather.
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Boats on the Thames
at Kew during 1976
drought
Kitchen flooded with
sewage
Treating waste – or producing clean water and energy?
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THP plant at Oxford
sewage works
Innovative customer engagement.
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Battle of Ideas,
London, Oct 2016
Final thoughts.
• Success is giving customers an excellent
service – and balancing their needs with those
of the environment
• We’ll only achieve our aspirations by working in
partnership with you
• Let’s keep the dialogue going
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