Utility Week

24 | FEBRUARY 2022 | UTILITY WEEK Water Analysis AMP7 gathers momentum For the water sector, 2022 is the midway point of AMP7. So what has been achieved so far? And what of the next 12 months? Ruth Williams gauged the views of four water company CEOs. Thames Water Sarah Bentley, Thames Water's chief executive, says 2022 will see the business continue with the turnaround plan she launched in March last year, which means improving performance will remain top of the agenda. "We know we've not been performing as we should be, and we are committed to making lasting improvements. I have been transparent from the outset that turning our business around isn't a quick fix programme. Instead, we'll be focusing on three key areas over the next eight years: fix the basics; raise the bar; and shape the future," Bentley says. "The plan has already begun, with a new executive leadership team in place who are dedicated to ensuring our success. Together, we're taking a 'frontline first' approach to support our colleagues to deliver brilliantly. Over the past half year our plans and focus have also resulted in some successes in the water side of the business and a reduction in our overall customer complaints. "In 2022 we will continue our focus on fixing the basics. This will include strong emphasis on improving our customer service, alongside reducing leakage and pol- lutions. We'll also be making sure we invest in assets and systems, maintaining those that already exist and building new ones where needed. "Our plans for 2022 also focus on continu- ing our work around improving river quality. I'm passionate about protecting our precious rivers and streams and any spills into these natural environments is unacceptable. So we will continue to work hard with local com- munities and groups to reduce, and in the longer term prevent, these pollutions alto- gether – whether permitted or not. "There are challenges we face, for exam- Portsmouth Water Bob Taylor, chief execu- tive of Portsmouth Water, tells Utility Week of the busi- ness's pride at being named by Ofwat as one of the top water companies in the UK in 2021 and ranking top for its levels of cus- tomer satisfaction. The company saw work begin on the country's first new reservoir in 30 years following lengthy planning processes permissions were granted in October. Taylor says that in 2022 he aims to "build on these achievements and to con- tinue delivering the very best value water with some of the highest levels of customer a sustainable pace. We'll keep engaging, lis- tening and adapting to ensure we progress things as needed. We're also making sure we ruthlessly prioritise, so we deliver the right things in the right order for our longer term success. While our turnaround will take time, Team Thames is committed to our per- formance improvement and we're already starting to see small shiŒs in the right direc- tion which is where we'd expect to be at this stage." ple stopping wastewater entering rivers will take time and money, as much of our infrastructure is not designed to cope with the scale of population growth and climate change. So we will continue directing our investment and operations to safeguard these natural environments. We'll also work closely with local communities and groups who share our passion to prevent pollutions, whether permitted or not, to build a collabo- rative approach. "We also face ongoing challenges of both running and turning around a business in very uncertain times. We're about to enter the third year of delivering against a very difficult price review plan with stretching targets. Alongside this, we're continuing to run our essential service – keeping custom- ers taps flowing and toilets flushing – in the backdrop of the pandemic and with the emerging and devastating challenges of climate change starting to really take their toll. We faced the fuel crisis earlier this year, which impacted our tankers and colleagues out and about serving our customers and maintaining our network. We're also see- ing some difficult trends in the recruitment arena – with Brexit and Covid movements in the market starting to leave us with short- ages in some areas. "Overcoming these challenges involves collaboration, planning, investment and commitment. It also requires determination and patience to do things 'once and well' at

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