Working within the community
We are dependent upon our relationships with local people, and the wider community as a whole. If our actions result in poor relationships, this can damage and even destroy our reputation. Good relationships will win us goodwill.
We want our work to bring value to the community, not distress. We are always aware of the impact our activities might have and ensure they are carried out considerately, with minimum disruption.
We care about the concerns of local communities and know how important it is for people to feel they are being heard. We believe in communicating, listening and trying to act on concerns whenever we can. We provide people with a complaints procedure and we take their complaints seriously.
We seek to play a positive and beneficial role in the wider community through charitable partnerships and by encouraging and supporting our employees to participate in community affairs.
Why it matters
What we do is an integral part of the community and the community is ultimately our customer. More than most industries, we are dependent upon our relationship with local people, and the wider community as a whole. Poor relationships damage and can even destroy our reputation.
In Severn Trent Water we aim to be a good neighbour. We provide recreational facilities at our public access sites and work with local communities when we are planning major projects. Our employees who work on major projects have been trained about our programme ‘Delivering Community and Customer Excellence’ which sets the standards for our employees to follow. We are now reviewing these standards in light of the lessons we have learned on some key schemes.
We encourage our people to make a positive contribution through employee volunteering and fundraising. Volunteering in our local communities gives us the opportunity to give something back to our customers and communities, whilst also bringing benefits to the business.
In Severn Trent Water we launched a new employee volunteering initiative called 'Water Champions' designed to inform, inspire, and engage people of all ages to think, feel and act differently about water. Employees will be getting out in the community by creating water efficient gardens in primary schools across the STW region.
In Severn Trent Services we recognise it is not always as easy for employees to take time out to volunteer when working on third party contracts. However, we take the opportunities that suit our employees and their work patterns.
Severn Trent Water’s charity of choice is WaterAid. Severn Trent Services also supports Water for People.
During 2012/13, the Severn Trent WaterAid committee helped to raise over £331,000 for WaterAid through various fund raising events and projects.