Utility Week

I N A S S O C I A T I O N W I T H UTILITY WEEK | 12TH - 18TH APRIL 2019 | 25 a variety of ways, for a popula on that is likely growing faster than capacity is. This will drive the rise of smart ci es and their use of clean and green power," he adds. But the growing popula on is not solely a challenge for the energy sector. Water companies are also facing the pressures of popula on growth. This is a top priority for Yorkshire Water, which provides clean water and sanita on for more than fi ve million customers. "We know we need to meet the challenges facing the county in the future," says Paul Chapman, head of insight at Yorkshire Water. "A growing popula on means we need to change to ensure enough water is available, and that we con nue to take away and recycle waste water." In order to facilitate this change across the business, Yorkshire Water has turned to its customers to get a be er understanding of what they want and need. "Feedback from the Yorkshire Forum for Water Customers and our research tells us that our customers want more from us, both in terms of the services we provide but also how we provide our services," says Chapman. "People expect to be able to tailor the service they receive from us to suit them, so we need to be able to meet that expecta on." Consumers are increasingly aware of the environmental implica ons of using energy and water from unsustainable sources – and u li es are consequently keen to ensure their off ering refl ects this concern. Diversifi ed service Shell Energy, previously First U lity, recently conducted a survey with market research company Ipsos Mori which involved more than 1,800 household electricity bill payers across the UK. According to the fi ndings, 59 per cent of those surveyed wanted to power their homes with renewable energy. "As a result, Shell Energy provides its customers with renewable electricity as standard, all the while ensuring good value and rewarding loyalty by off ering fuel discounts at Shell service sta ons across Great Britain," says Colin Crooks, chief execu ve of Shell Energy Retail. All of Shell Energy's electricity comes from 100 per cent EMPOWERING CUSTOMERS TO PROTECT THE NETWORK Across Yorkshire there are hotspots where Yorkshire Water's sewers become blocked, mainly by customers pouring the wrong liquids down toilets and sinks. One hotspot is the Bradford Moor area in West Yorkshire. In three years, the company cleared 85 blockages at the loca on and spent £2.8 million refurbishing the sewer network in a bid to keep it fl owing. "We knew this area needed a diff erent approach to managing the sewers and that investment alone was not going to solve the problem," says Paul Chapman, head of insight at Yorkshire Water. "Customers were using sinks to dispose of cooking oils because they were not aware of, or did not have access to, alterna ve disposal routes." The company teamed up with Living Fuels (a company that turns used cooking oil into carbon-neutral electricity), Bradford Council and the Karmand Community Centre to set up the country's fi rst domes c waste oil collec on service. "Together with our partners, we visit customers in the area, explain to them the problems that are occurring and provide each household with a fat, grease and oil collec on tub," explains Chapman. The tubs are collected regularly and taken to the Karmand Centre where oil is sold to Living Fuel, which uses it to create biofuel. The tubs are then cleaned and returned to customers in the area to start fi lling up again. The Karmand centre receives the proceeds of the sale. "There have been incredible levels of support within the local community for this ini a ve, a large propor on of which is due to the con nuing support of the local community champion, the Karmand Centre," says Chapman. "Their network and place within the community is an essen al part of the project and one ingredient that projects like this need to succeed." There are clear signs that the scheme is already having a posi ve impact. Blockages have reduced from 85 in three years to just one in the fi rst 18 months since the scheme was launched. "This scheme shows how customers can par cipate and benefi t from helping solve problems with us. We intend to engage with customers like this going forward," says Chapman. "There have been incredible levels of support within the local community for this initiative. II

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