Anglian Water Services Ltd

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Anglian Water Services Ltd
The Role of Utilities in Business Continuity
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Objectives

• To describe
• the Companys geographical area
• the Companys responsibilities
• standards when responding to an incident
• standards when keeping services going
• business and service continuity plans
• examples of heightened response.

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The Anglian Water Region
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Our Responsibilities
Who keeps us in check ?

• Anglian Water, along with the rest of the water
  industry, is heavily regulated in the way we
  operate
• There are 3 governmental bodies who regulate the
  water industry
• WSRA Water Services Regulation Authority
  (OFWAT)
• DWI Drinking Water Inspectorate
• EA Environment Agency.

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Guaranteed Standards - EMPROC

• EMPROC is our Emergency Planning Policies,
  Standards and Procedures manual, it contains
• Policies for Incident Preparedness
• Policies for Incident Management
• Policies for Post incident Recovery
• Governance for the Policies, Standards and
  methodologies for EMPROC.

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Guaranteed Standards

• Our Customer Charters Water Issues
• Where there could be an impact on the safety of a
  water supply, a visit must take place within 4
  hours (if convenient with the customer) and an
  alternative supply arranged if necessary
• If samples have to be taken the customer gets
  an explanation of key results within 48 hours
• Compensation payments if a problem lasts longer
  than 48 hours
• Compensation if the problem is more widespread
  and is a result of AW negligence
• Aim for restoral of burst water main within 12
  hours for minor bursts, 48 hours for strategic
  mains.

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Guaranteed Standards

• Our Customer Charters Water Issues
• Alternative supplies provided where appropriate
• Interruptions to supplies for essential work will
  be notified in advance
• Advice provided for restore times due to
  interruptions
• 48 hours notice in writing prior to planned
  interruptions
• Compensation for failure to achieve these
  timescales
• Other water issues covered
• Water pressure
• Water Meters
• Leakage.

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Guaranteed Standards

• Our Customer Charters - Wastewater issues
• Significant risks of flooding can result from
  heavy rainstorms when surface water enters the
  sewerage system
• AW aims to provide adequate capacity in our
  sewers to protect homes from flooding
• There may be some extreme weather events which
  cause flooding against which we cannot protect
  some properties
• Flooding from sewers can also occur for other
  reasons e.g. blockages.

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Guaranteed Standards

• Our Customer Charters - Wastewater issues
• Levels of service include-
• Response to internal flooding within 4 hours
• Provision of a letter of explanation on the cause
  when requested to do so
• If through a failure of one of our assets a
  customer is internally flooded we will refund the
  customers sewerage bill up to maximum payment of
  1000 for each incident
• AW will consider providing temporary
  accommodation if a property has become
  uninhabitable as a result of a failure of a
  public asset
• None of these guarantees apply if we are
  prevented from meeting our standards by third
  party actions or exceptional circumstances such
  as severe weather.

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Business and Service Continuity Plans
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Business and Service Continuity Plans

• Business Continuity Plans for critical offices
  and sites
• Disaster Recovery Centre Plans under further
  development
• Water and Wastewater Services documents providing
  detailed information for use event of incidents
• In excess of 1200 Operational Continuity plans.

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Examples of Heightened Response

• In times of significantly higher levels of
  rainfall resulting in fluvial flooding, AW still
  has the main objective and legal obligation to
  endeavour to maintain the performance of our
  assets wherever possible
• We ramp up responses to customers and assets
  using our own extra resources and our contractors
  
• Open the company incident room in order to assist
  with prioritising critical plant/sites and
  customer jobs
• Arrange for internal mutual aid to increase
  resources available
• Mutual aid from other water companies.

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Contact us

• 24 Hours a day, all year round call us on 08457
  145 145
• Report a leak on 0800 771 881
• By e-mail to custservice_at_anglianwater.co.uk
• Language Line 08457 91 91 95
• Incident status on our website www.anglianwater.co
  .uk

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Any Questions?