Innovation takes centre stage at Water Watchdog meeting

The efforts made by water companies to better engage with customers will be placed under the spotlight when the Consumer Council for Water (CCWater) meets in Northampton on Wednesday (7th November).

CCWater’s meeting in public will provide the region’s water companies, including Severn Trent, Anglian Water, Essex & Suffolk Water and South Staffs Water, with the opportunity to demonstrate the innovative ideas they are employing in order to navigate future challenges and improve the customer experience.

Presentations will focus on the inventive ideas currently being utilised by water companies to improve customer engagement, including a look at South Staffs Water’s development of its Alexa Skill app, an app created in conjunction with Amazon, which provides customers with a new way to communicate directly with the company. The app provides a number of functionalities including allowing customers to access account information, submit meter readings and receive up-to-date information on issues such as supply interruptions.

Severn Trent will be discussing a range of tools it is utilising to improve the customer experience, including the growing use of role playing and gamification for customer education, while Anglian Water will be showcasing the developments within its Shop Window, which demonstrates the latest water efficient technologies to consumers.

Professor Bernard Crump, Central and Eastern Chair for CCWater, commented: “One of the most effective ways the water industry can deliver the things that really matter to customers is to work collaboratively, to share ideas and to try new ways of working.”

“The meeting is an important opportunity for the industry to demonstrate that they are listening to customers and developing different ideas that address customer priorities and challenges for the years ahead.”

There will also be an opportunity for consumers to put their questions or concerns directly to the companies and members of CCWater’s Central and Eastern Committee.

The meeting will begin at 10am at the Guildhall, St Giles’ Square, Northampton. If you would like to attend or have any questions, please email Emily Flavell at