Following the freeze/thaw incident during the December 2010/2011 period, which led to water supply disruptions for a significant number of our customers, the Utility Regulator completed an investigation into NI Water’s handling of the incident. These actions were assembled into a Recovery Action Plan and will mitigate against the impact of harsher winters in the future and improve the consumer experience of the service provided should such an incident happen again.
NI Water accepts that lessons needed to be learned from what was an exceptionally difficult time for many of our customers and have implemented some key actions since the incident. It remains the case however, that on a number of fronts, in particular in relation to communicating with our customers, we fell short of what they expect and what we as an organisation are determined to provide. Our focus therefore is very much on learning and embedding improvements to our service from the incident in order to ensure that we provide the best possible service to our customers.
The Board of the Utility Regulator asked for a formal commitment from NI Water, by an exchange of correspondence to the delivery of the Recovery Action Plan.
NI Water is committed to taking the lead role in implementing the core of the Recovery Action Plan and instigating a change in culture to become more responsive to customer needs. Many of the steps recommended within the report are already in progress and we will press forward to implement them in a manner that is both coherent and expedient.
Please click on the links below to view the letters between NI Water Chairman, Sean Hogan and The Utility Regulator Chairman, Professor Peter Mathews along with NI Water’s Commitments.
NI Water accepts that lessons needed to be learned from what was an exceptionally difficult time for many of our customers and have implemented some key actions since the incident. It remains the case however, that on a number of fronts, in particular in relation to communicating with our customers, we fell short of what they expect and what we as an organisation are determined to provide. Our focus therefore is very much on learning and embedding improvements to our service from the incident in order to ensure that we provide the best possible service to our customers.
The Board of the Utility Regulator asked for a formal commitment from NI Water, by an exchange of correspondence to the delivery of the Recovery Action Plan.
NI Water is committed to taking the lead role in implementing the core of the Recovery Action Plan and instigating a change in culture to become more responsive to customer needs. Many of the steps recommended within the report are already in progress and we will press forward to implement them in a manner that is both coherent and expedient.
Please click on the links below to view the letters between NI Water Chairman, Sean Hogan and The Utility Regulator Chairman, Professor Peter Mathews along with NI Water’s Commitments.
