"Innovating Wastewater Services and Enhancing Customer Interaction in Water Companies" or "Improving Wastewater Management and Customer Engagement Strategies in Water Companies"
Water flow maintenance is a challenging, frequently criticized business. Water companies often face flak if they seem to fail in their duties. However, as we learn from Northumbrian Water Group, their efforts may be underestimated, while we as consumers could do more. Here's a peek behind the scenes and a clearer picture of where responsibilities lie and how we can work together to dodge issues, save money, and protect water health.
Following the 1989 privatization of water services in the UK, investments have roughly doubled, reaching around £10 billion annually (2020 figures). Water UK's former CEO, Micheal Roberts, contends that this has led to improved infrastructure, reduced leaks, better water quality, and cleaner rivers. But there's another side to the coin. Three billion liters of water are lost daily to leaks, and customers expect better results. older, combined sewage networks are also a cause for concern as extreme weather grows more frequent, overwhelming infrastructure and causing untreated waste to be discharged into waterways, occurring an average of 825 times per day in 2022.
However, Northumbrian Water Group has stepped up to the challenge by increasing investment in their network by more than doubling it for the 2025-2030 period. Their £4.5bn Capital Delivery program will tackle key challenges by:
- Improving infrastructure
- Recruiting top talent
- Investing in advanced monitoring
This builds upon their efforts to create greater transparency, as well as a shift towards environmental care, asset management, and improved customer service – earning them recognition as a national leader in these areas. They have managed to reduce operational carbon emissions from over 250,000 tons in 2010 to just 23,000 tons in 2022, becoming the first UK water company to source 100% of their energy from renewable sources since 2016.
Carol Cairns, former NWG strategic planning manager for wastewater services, explains that this is all part of the company's mission to be a role model in environmental care, asset management, and customer service. Prioritizing holistic and consistent operational changes, Northumbrian Water has significantly decreased pollution levels in their networks. However, this has led to the perception of an increase in wastewater discharges, which is actually a result of their newfound transparency.
In collaboration with local partners, NWG has demonstrated success in flood control and wildlife preservation through the implementation of sustainable drainage systems, such as the Killingworth system. While overflow basins can be costly and don't necessarily address the root causes of flooding, they offer effective water retention during heavy downpours. Teaming up with local authorities and the Environment Agency, Northumbria formed the Northumbria Integrated Drainage Partnership following the 2012 devastating floods known as "Thunder Thursday" – working together to reduce the flood risk to about 1,000 homes and improve local water quality.
Northumbrian Water Group's crowning achievement may be their success in rallying the public to act responsibly with wastewater – persistently encouraging households and businesses to stop pouring fats, oils, and greases and trash down the drain, and to stop using wipes that contribute to approximately 60% of blockages. Offering dedicated liaison teams, campaigns, and education, the company has driven positive change in the public's behavior – taking advantage of free, instant results, and a targeted approach to problem areas. These efforts have been picked up and implemented nationally by Water UK and other water-related organizations.
With their collaborative, transparent, and customer-focused approach, Northumbrian Water Group is setting a great example for other water companies to follow in their pursuit of efficient water management, environmental care, and community engagement. Open-mindedness, innovation, and a willingness to work together are key to addressing the challenges of water management in an ever-changing world.
Science reveals that Northumbrian Water Group's investment in their network, exceeding £4.5bn for the 2025-2030 period, aims to combat climate-change and preserve the environment through improved infrastructure, recruitment of top talent, and advanced monitoring. Furthermore, the company's financial commitment demonstrates a business that strives to prioritize environmental-science and customer service while fostering a responsible and sustainable mindset among households and businesses.
