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16th October 2019

Welsh Water opens up sites for 'Golden Ticket' winners

BY: Nathan Spackman

Customers from across Wales and Herefordshire were given a behind-the-scenes peek into how their water company works as part of a competition.

Nearly 20 customers took part after entering a "Golden Ticket" competition to be given an access-all-areas tour of Welsh Water's sites, as part of National Customer Service Week.

Dŵr Cymru Welsh Water is the only not-for-profit water company in Wales and England, serving around three million customers across most of Wales, Herefordshire, and parts of Cheshire.

A group toured sites in South Wales – including learning about water treatment processes during their tour of Llandegfedd Reservoir, wastewater treatment at Cardiff Wastewater Treatment Works, and the work the company does to ensure the best possible water quality at our laboratories in Glaslyn, Newport.

Customers also had the chance during lunch to question the company's Chief Executive, Chris Jones, as well as the Managing Director of Household Customers, Samantha James, and Managing Director, Peter Perry, who will take up the Chief Executive position in April 2020 when Mr Jones retires after more than six years in the post.

Another group of customers were taken to Welsh Water's water treatment works and laboratories in Bretton, near Chester, before going on to visit the wastewater treatment works in Mold. 

The tours were part of the company's activities around National Customer Service Week, which is an opportunity to raise awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy.

Among the feedback received from the customers – which included a toxicologist, a PhD student and a research chemist, was: “What a brilliant and enjoyable day, I am very impressed.”

“[The most enjoyable part of the tour was…], ‘seeing the end-to-end process and to see how lovely the staff are, from the top management to the people working on the ground.”

The company also held an "Ask the Customer" live chat session - with Welsh Water staff posing questions to customers to get their views on how the company could build on their customer service offering in future.

Director of Customer Strategy and Communications, Alun Shurmer, said: "These events are invaluable to Welsh Water to ensure we're providing customers with the customer service they want and need. 

"Our customers are at the heart of everything we do – so how we deliver customer service is crucial for us realising our company vision of earning their trust, with everything we do.

"By opening up our sites and showing customers how much work goes into providing them with clean, safe drinking water and cleaning their wastewater - and by getting their feedback on how we should be working together with them - we go some way to ensuring we're working for their benefit."

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