Pressure Mounts for UK Water Companies

Last month saw the news break that some of the UK’s largest water companies are to face far greater scrutiny from their industry watchdog. The Consumer Council for Water (CCW) requested quarterly reports from three of the largest providers, requiring detailed updates how they’ll reduce complaints from over 3.5 million customers.
 
The CCW report revealed that nine of 21 water companies in England and Wales received an increase in calls from customers searching for complaint resolution. And four of the 21 received an increase in written complaints.  Tony Smith, Chief Executive of the Consumer Council for Water, stated: "The frustration felt by thousands of customers …should have reminded the industry that it cannot afford to be complacent.”
 
As seen with incidents such as the Flint Michigan (USA) Water crisis, or the aftermath of 2018’s Beast from the East in the UK, when things go wrong in Water, the impact on the public can be immense and the media and watchdog scrutiny both relentless and severe. 
 
Smith continues; “Some water companies still have a lot to learn when it comes to communicating effectively with their customers and ensuring that when something goes wrong, they put it right quickly and with the minimum of fuss. The poor performers highlighted in our report can expect to come under considerable pressure from us to improve this year."
 
In response to this, the water industry has stated that it plans to invest £50 billion from 2020 to 2025 to improve services.   Perhaps this will be the catalyst for a greater number of the large Water and Waste Management companies to introduce a truly robust, measurable and effective method of Root Cause Analysis (RCA) into their problem management and reporting programs? 
 
Already well-established in the majority of heavily regulated sectors, including healthcare, finance, aviation, manufacturing, engineering and across a wide spectrum of demanding service industries, Sologic RCA is a robust and transferable method that is extremely effective in solving complex and recurrent problems.
The Sologic method is particularly well-suited to the complexity and demanding nature of the water, waste and environmental sector. It provides a structured framework, equally effective for both ‘everyday’ and significant deep-dive investigations; revealing opportunities to apply systemic and structural solutions to problems that arc across multiple teams and departments.

As a skill and a process, Sologic RCA helps to assure smooth and steady operations, improved customer service and greater regulator compliance.

Visit our Sologic Water & Waste Page to learn more about how our RCA method and reporting can support organisations in the Water, Waste and the Environmental Management Sector.  Alternatively visit the Chartered Institute of Water and Environmental Management (CIWEM) to view our next Environmental Sector RCA Training Course.