Shared Pipes and low water flow

eeeeeee

google it gothic ; the director of the water company involved still owns over 1/3rd of the homeserve ! take a look at the agm reports and read the stats on complaints ; i can appreciate that you might not personally deal with all of them ; but is a fact that one of the most complained about with fresh/ clean water supply is poor/lack of pressure; the water industry quidelines are 0.7 barr at the 1st incomming tap;make sure if you write in you send it recorded delivery ; its 10 working days ( 2 weeks equivilent ) that the reply has too be returned too you

Gothicfairy

eeeeeee wrote: »

google it gothic ; Can you not just provide your sources ? you quoted it as fact so I would expect you to back it up rather then me having to take the time to find the info. the director if it is a director as a private share holder then that is nothing to do with the water company of the water company involved still owns over 1/3rd 1/3 is then not owned by the water company..you said manly owned by a water company > that would be a 2/3 share, 1/3 is not the majority of the homeserve ! take a look at the agm reports and read the stats on complaints complaints about homeserve or water companies ? I am confused now, I was talking about water company and OFWAT complaints ; i can appreciate that you might not personally deal with all of them ; but is a fact that one of the most complained about with fresh/ clean water supply is poor/lack of pressure; the water industry quidelines are 0.7 barr thought it was 1 barr ? at the 1st incomming tap;make sure if you write in you send it recorded delivery you don't need to send it recorded, proof of postage will work ; its 10 working days ( 2 weeks equivilent ) that the reply has to be returned to you

I have said many times in this thread to write and that it is 10 working days to comply with DG7, you were the one telling people to ring which is nothing to do with DG and therefore does not go to OFWAT or get recorded on any of the water companies stats.

deanos

Ringing is now recorded by OFWAT

Gothicfairy

But not as a DG7 so it does not effect that stat.

DG6 has always had an amount of phone calls recorded by OFWAT but that is only to make sure the time scale is met etc.

Sugardonut

No OPA measures are being used anymore, they have been replaced by incentive mechanisims such as SIM. Complaints are not categorised as DG7, they logged as a quantative measure for SIM (Incurring a higher penalty than a tel call).

Gothicfairy

Sugardonut wrote: »

No OPA measures are being used anymore, they have been replaced by incentive mechanisims such as SIM. Complaints are not categorised as DG7, they logged as a quantative measure for SIM (Incurring a higher penalty than a tel call).

Since when ? Are you saying that there is now no such thing as DG7 ? As that is complaints, so what other DG could they come under ?
OFWAT do not state that DG's have been replaced and STW are still using them as far as I know ( or at least they were last week)
What is the new system then ? how can it work with phone calls when most are not recorded ?
You also say a higher penatly then calls but calls are DG6 and that is how many are answered, how quick etc so what has replaced that and when ?
Can you provide a link to SIM so I can see what that is all about please.

Sugardonut

Hi Gothic - Ofwat are not asking for OPA data in this business plan. DG is not a term used any more, and is not reported(unless needed as part of the new incentive mechanisims).

All water companies do record basic call info from telephony reports e.g. number of calls received, abandoned call numbers, number answered by message link etc - you do not need actual call recording. All companies in England and Wales took part in SIM last year as a trial. It starts properly this year, the first survey is in May (call/complaint data being provided at year end). It's not being used as a financial incentive just yet, but it has already replaced OPA. I think a lot of water companies might still track OPA, but it is not reportable. Complaints/call volumes are reportable under SIM, but are not referred to as DG6/7 etc. There is a report on OFWAT's website about why they have made the change and how it will generally work:

http://www.ofwat.gov.uk/publications/prs_web_1003sim

Gothicfairy

I think we are talking about different things,
I am talking about DG7 written complaints that are listed against the yearly figures (and fines) and are part of OFWAT (government) DG rules. I am not talking about how phone calls are recorded or even if they are.
As I said as far as I am aware DG complaints are still listed as that and have always been as they have follow a different set of rules (as you can claim money from the water company for none compliance)
I can't find anything to say that DG has been replaced and the people I know who still work for water companies don't seem to know anything about it, in fact I regestered a DG7 complaint last week and was told that the rules still applied.
What buisness plan are you talking about ?
The link you have given does not show that DG's are no longer used unless I have missed something ?


Complaints through the phone were never DG7 as DG7 was written complaints and call volumes / return replies are to the best of my knowledge still DG6

Sugardonut

Gothic - I was just trying to get the point across that all OPA measures are not officially reportable. All 'DG' measures are OPA terms, they are no longer used (officially). This does not mean companies can take as long as they like to respond to a complaint/don't have to pay fines out. It just means that OFWAT are not requesting this information as yearly reportable figures.

The main point of the new SIM is that companies generally meet the OPA requirements now (in terms of responding to complaints etc). They now want companies to drive further improvements. The SIM aims to ensure companies aim to avoid customer issues/resolve them quickly when they do occur.

Your company will still record timescale to respond to complaints etc, but they do not need to show these figures to OFWAT unless ofwat think there is an issue, in which case they will ask to see this (this is what the call risk based reporting). The only annually reportable data for complaints is as detailed in the SIM link i posted.

I work in the industry and have dealt with other companies (including OFWAT) on the pro's and con's of OPA vs new measures. It is very new, so perhaps the people yopu have spoken to haven't been informed about it yet, but STW (and all other E&W companies) are taking part in SIM.

Ps. I meant to say business period (2010-14).

eeeeeee

i quite agree with you gothic in most parts, and truelly i wouldnt want your job for the world ;you could well be saving yourself some by writting in as well; at the end of the day part of the complaints procedure is too look at the customers account as too the amount of reports and relative issues ; there if there is no supporting annotated notes by customer services for a reoccurring issue then then customer does need too be keeping there own written diarised track of the events as supportive evidence of what they experiencing