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Monday, April 3, 2017

AM raises questions over water takeover

North Wales Assembly Member Mark Isherwood has questioned Severn Trent Water over its takeover of Dee Valley Water and sought assurances that customers and staff will not be adversely affected.
    
Mr Isherwood attended Friday’s Consumer Council for Water Wales Meeting in Public at Glyndwr University, which included a presentation by Severn Trent Water on their takeover of Dee Valley Water and service in the Dee Valley Water area. 

He also questioned Severn Trent Water over local concerns regarding the takeover.

Speaking after the meeting, Mr Isherwood said: “We were told that they remain committed to Dee Valley Water’s Wrexham and Chester sites.

“They told us that they wanted to give everyone in the team at Dee Valley Water at least three options, that they had spoken to them on an individual basis and that just 14 out of 166 team members only had the option of voluntary redundancy.

“Responding to my questioning, they told me that team members still have a month before they have to come back with their decisions and that this information would then be shared with us.

“They stated that their ambition is to be an ‘upper quartile’ performer in water and waste, to join their sector performance on billing.

“They also stated that they planned to improve customer experience through a shift to digital service channels. When I highlighted that the most vulnerable customers were the least likely to use digital channels, they stated that if they identify vulnerable customers in their system, they treat them individually, that identifying vulnerability is a priority and that they were building a cross-industry data base of customers known to be vulnerable.

“I was also told that they will be retaining a ‘Customer Challenge Group’ in Wales.”

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