Water Industry Journal 6

Water

Wij

INDUSTRY JOURNAL

March 2018

Embracing technology to improve the Customer Experience Sludge Management | Improving Customer Experience Wastewater Treatment & Technology | Asset Management

06

EC&I SPECIALISTS z-tech.co.uk Helpline: 01223 653500 engineers@z-tech.co.uk

24/7

EMERGENCY RESPONSE SERVICE

WE FIX THINGS! WATER POWER RAIL

WATER INDUSTRY JOURNAL MARCH 2018

WELCOME z

Welcome

Water industry stands at a crossroads Welcome to our latest edition of the Water Industry Journal, and our first of 2018.

Our industry stands at a crossroads. Great progress has been made, yet more remains to be done.

In just the last few days, the Environment Agency has warned that intense bouts of flooding are set to become more frequent; and this, though perhaps our greatest challenge, is far from our only challenge.

Editor Ellen Rossiter

The pressures on the industry are mounting perhaps rightly so - lest we forget, we are part of the essential infrastructure and should be held accountable. Water is the stuff of life, lying at the very heart of our existence and the utility essential to numerous everyday tasks we take for granted. Hold on a moment whilst I take a sip - and maybe put on a load of washing…

That’s better, now, where were we? You know the challenges facing the industry are great and they are evolving, from climate change to a growing population, from affordability issues to communication. As an industry, we can’t afford to rest on our laurels – and we are not.

Turn the Journal’s pages to learn how the industry is preparing to meet those challenges.

You’ll find that substantial investments are planned across the industry over the coming year and beyond. Investments that will help ensure our infrastructure is fit for the 21st century, and assist us in meeting the challenges ahead - all of which must be achieved with affordability in mind too.

Read on to discover how some of the leaders in our field are tackling pressing industry issues.

Few days go by without matters of sludge and wastewater coming to the fore, with treatment and recycling key industry concerns. We look behind the scenes at how one water company is recycling more sludge than ever before, investing in anaerobic digestion to produce more green power.

We also shine a light on how another water provider is taking an innovative approach to

3

their wastewater treatment works process, to allow them to treat the significant additional flows, known as Peak Flow Equivalent Treatment (PFET), and meet their permit requirements.

As an industry, customers are at the heart of all we do, so learn what is being done to improve the customer experience, from assisting those most in need to ensuring communications are timely and accurate. The world of communications has changed drastically over the last decade and it shows no sign of standing still.

Digital channels are now central to our work and they are constantly evolving. In this edition of the Water Industry Journal, we learn how one provider is offering as much choice as possible when it comes to how and when customers get in touch; and how they are meeting the demands of a rapidly growing digital audience.

The times are changing in other ways too, and some key industry figures will soon be moving on, we talk to Lloyd Martin about his time at the helm of British Water, the evolving industry landscape and the search for his successor.

Integral to ensuring the industry is fit for the future is inspiring the next generation, with concern rising about the skills gap, discover how the industry is nurturing future talent through the national skills strategy and apprenticeship schemes.

It’s clear the industry is committed to providing ongoing investment in training so there is a sufficient pool of talent with the technical and operational skills required. The benefits, however, flow (a fitting term) in both directions, meaning apprentices take their first steps in an industry, with the opportunity to gain the skills and experience on which to build a rewarding and long-term career.

We stand at a critical point, where the decisions we make have far-reaching consequences, and yet, we, as an industry, are moving forward, taking steps to rise to the challenges. Turn the page to find out more.

WATER INDUSTRY JOURNAL MARCH 2018

z CONTENTS

6

9

14

7

10

15

12

19

8

4

WATER INDUSTRY JOURNAL MARCH 2018

CONTENTS z

Contents

4-5

Contents

6-19

News

20-21 Asset Management 22-29 Sludge Management 32-41 Improving Customer Experience 46-56 Wastewater Treatment & Technology

22

46 28

50 Editor

Ellen Rossiter ellen.rossiter@distinctivepublishing.co.uk

Design

Distinctive Publishing, 3rd Floor, Tru Knit House, 9-11 Carliol Square, Newcastle, NE1 6UF www.distinctivepublishing.co.uk

Advertising

John Neilson Commercial Director, Distinctive Group Tel: 0191 5805990 | 07813 874970 john.neilson@distinctivegroup.co.uk

32

58 5

Distinctive Publishing or Water Industry Journal cannot be held responsible for any inaccuracies that may occur, individual products or services advertised or late entries. No part of this publication may be reproduced or scanned without prior written permission of the publishers and Water Industry Journal.

WATER INDUSTRY JOURNAL MARCH 2018

z NEWS

New national drinking water scheme by water companies to cut plastic bottle use by millions

People will be able to refill water bottles for free in tens of thousands of places in England in future following the announcement of a new national scheme by the water industry today (Thursday 25th January 2018). It’s estimated that the new scheme will cut plastic bottle use by tens of millions each year as well as substantially increasing the availability of high quality drinking water when people are out and about, on the go.

In an ambitious drive to help fight plastic waste, Anglian Water and other water companies will join forces with the Refill campaign to create a national network of high street retailers, coffee shops, businesses and local authorities offering new refill stations for the public to top-up their water bottles for free in every major city and town in England by 2021.

Anglian Water was one of the first to partner with Refill and lead the fight against plastic bottles. Together, Refill has been launched in Norwich and Hunstanton since 2017. Anglian Water has also made all of the cafes at its reservoirs designated refill stations.

People will be able to use an app on their phone to find out where the nearest refill point is, or look out for special signs in shop windows. As well as being able to get drinking water from shops, cafes and businesses, some water companies are looking at installing new public drinking fountains and restoring some historical ones which have fallen into disuse.

The first business to join the national drinking water scheme is Whitbread plc, which has pledged today to offer free drinking water for customers and passers-by in each of its 3000 Costa Coffee and Premier Inn locations from March 2018.

Launching the new scheme, Water UK Chief Executive Michael Roberts said: “As an industry with a strong focus on the environment we are passionate about tackling the problems caused by plastic bottles, which clog up rivers and drains, and pollute our seas. By refilling water bottles, we can all help turn this harmful tide of plastic waste. This country has some of the best drinking water in the world and we want everyone to benefit from it. This scheme will do

that by making it easier for people to refill their bottles wherever they work, rest, shop or play.”

Emma Staples from Anglian Water said: “Anglian Water stands against all wastefulness, and refill is a fantastic initiative we’re proud to support. It’s vital we address the plastic problem blighting our planet, and reduce plastics directly at their source. And we are lucky to have some of the best quality drinking water in the world, which is good value too, so we want it to be easy for people to access it on-the-go!

“The average household bill for water is just £1.15 a day for everything you might need – washing, bathing and drinking, and all sewerage charges – that’s comparable to the price of one single large bottle of shop-bought water or a take away coffee. Plus after reusing your plastic bottle a couple of times, it effectively becomes carbon neutral. So not only is refilling great for the environment – it’s good for our pockets too.”

The water industry was inspired to create the new initiative by the successful schemes run by the Refill campaign, which now has over 1600 refill stations across the UK. The new partnership between the water industry and Refill will see all water companies in England support the massive expansion of the scheme over the next two years.

The current Refill scheme, now happening in 13 towns and cities in England, encourages participating cafes, bars, restaurants, banks, galleries, museums and other businesses to sign up to a free app and put a sticker in their window alerting passers-by to the fact they’re welcome to fill up their bottle for free.

Natalie Fee, founder of City to Sea, the organisation behind the Refill scheme, said: “We’ve seen a huge appetite for our Refill

6

campaign across England, from individuals wanting to make a difference in their community to national chains keen to offer free refills to their customers. Our Refill app puts the power to stop plastic pollution in people’s hands – and now thanks to the water industry we’ll be able to help everyone, from local communities to airports, to provide free refills on the go.”

This simple initiative aims to save you money while also saving our environment. Tap water works out at just half a pence a litre, compared to around 70 pence for a small bottle of shopbought water.

The first stage in delivering the nationwide scheme is for water companies to work with Refill to develop local action plans by September 2018, setting out steps they will take – working with local partners – to drive up access to drinking water locally. This will include the number of refill stations to be available.

The next stage will be to put in place a network of community refill points and a national app to enable the public to find their nearest refill station. This will build on the Refill model of community organisers and the Refill app to ensure country-wide coverage by 2021.

Single-use plastic bottles are expensive to produce, use up valuable natural resources to make and transport, and create mountains of waste once they’ve been used and discarded.

So far, recycling does not appear to be adequately dealing with the problem, as it’s estimated that only around half of the 38.5 million plastic bottles used in the UK every day are recycled, with around 16 million ending up in landfill, being burnt, or entering the environment and waterways.

WATER INDUSTRY JOURNAL MARCH 2018

NEWS z

Northumbrian Water announces £180m investment in improvements for 2018/19 Northumbrian Water will invest around £180 million on essential improvements in the water and wastewater networks during 2018 as part of the Group’s £1.1 billion planned programme of works from 2015 to 2020.

The company’s extensive investment programme not only brings major improvements for customers it also supports thousands of jobs and local businesses who supply products and services.

Work to protect homes from flooding from the water company’s 32,000km sewer network continues to be among top priorities together with improvements to drinking water quality delivered through its 16,000km of water pipes.

The charges for water and wastewater services for Northumbrian Water’s customers during 2018/19 have been announced and will see customers, on average, paying around £1.10p per day for all their drinking water and sewerage services.

Water bills in the North East will remain among the lowest in the country with an increase, compared to last year, of around just 3p a day, 21p a week.

This small increase will go towards the company continuing its multi-million pound improvement programme to maintain and improve drinking water quality, maintain a robust wastewater network, protect the environment and to deliver unrivalled customer service to its 2.7 million customers in the North East.

Two such large scale projects that are currently ongoing for the region are: Horsley Water Treatments upgrade: £46m is being invested to upgrade Horsley Water Treatment Works, near Hexham. This work will expand and protect the treatment of water supply to the whole of the Tyneside area for years to come. Work is due for completion in December 2018.

Durham city sewer networks improvements: A three-pronged approach to improving the performance of the sewer network in Durham City is about to begin. Alongside Durham County Council, Northumbrian Water will be working in Flass Vale, Elvet Riverside and Walkergate, upgrading and increasing the sewer network capacity to help reduce the flood risk to the area and protect the environment.

Heidi Mottram, Northumbrian Water’s Chief Executive Officer, said: “Investing in the future of water for the region is our priority and we will continue to invest in schemes to provide clean, clear tap water that tastes good and to protect the environment and peoples’ homes from flooding.

“What we are investing in not only delivers improvements for our customers, but is also

7

helping to provide much needed work for local companies and secure jobs in the regions we supply.

“Our household customers will only pay on average around £1.10p per day for all their drinking water and sewerage services which represents good value for money.

“We have focused on our efficiency to keep bills as low as possible but we are very aware that some people have difficulty managing the family budget and the affordability of our services is always a concern.

“We offer many ways to assist people through our SupportPLUS scheme and would urge any customers who think they may experience difficulty to get in touch with us as soon as possible.”

Customers who are facing difficulty in paying their bills can find more information at www.nwl.co.uk/your-home/your-account/ Difficulty-paying.aspx Or by seeking help from independent advice agencies such as Stepchange at www.stepchange.org

WATER INDUSTRY JOURNAL MARCH 2018

z NEWS

Dr Stephen Bird, South West Water Managing Director and Pennon representative on the Skills Partnership Council, with some of South West Water’s apprentices outside the company’s HQ in Exeter

Creating a pipeline of talent to support UK infrastructure Pennon marks 1st anniversary of national skills strategy As part of the Energy and Utilities Skills Partnership, Pennon Group plc is marking progress since the publication of the UK’s first Workforce & Skills Renewal strategy a year ago today (9 February).

Since the strategy launch a number of initiatives have been put in place to support UK infrastructure by developing a resilient and sustainable workforce in the energy and utilities sector.

Exeter-based Pennon, owners of South West Water and Viridor, one of the UK’s biggest recycling and renewable energy companies, is doing its bit to ensure that it has a strong pipeline of talent in place to deliver its £1.8billion programme of capital investment, which will drive growth and productivity.

demonstrate competence to work in safetycritical industries. n The Skills Accord, an initiative to promote structured and sustained investment in the technical and operational skills the sector needs most, through commitments in procurement practices. n The Talent Source Network, which allows employers to offer hundreds of vacancies, including apprenticeships, on a shared online platform, alongside careers guidance and case study features on a diverse mix of new starters, recent recruits and senior professionals

Progress made by the Partnership at a national level includes:

Regionally, South West Water’s multi-awardwinning apprenticeship scheme is a key part of the company’s future workforce plan, ensuring that employees who retire are replaced by very capable next-generation talent.

n The Energy & Utilities Independent Assessment Service (EUIAS), which gives sector apprentices the opportunity to

Since 2011 South West Water has recruited 106 apprentices and plans to recruit more under its next regulated business plan from 2020 to

8

2025. Across the Pennon Group an extra 100 apprentices a year are expected to be taken on, including new Higher Level entrants from both existing employees and new recruits.

Dr Stephen Bird, Managing Director of South West Water and Pennon’s representative on the Skills Partnership Council, said: “To deliver the UK’s infrastructure needs requires having the necessary skills in place. Apprenticeships are an excellent way of ensuring we remain fit for the future.

“Most of our apprentices successfully complete their qualification and go on to take up permanent roles, proving that apprenticeships provide a strong springboard towards exciting new career opportunities in a wide range of professions.”

South West Water is also a principal supporter of the South Devon University Technical College in Newton Abbot, which opened in 2016 and provides technical training in the disciplines of Water, Engineering and the Environment.

WATER INDUSTRY JOURNAL MARCH 2018

NEWS z

Success for Wessex Water as they are recognised as a Centrica Top 100 Apprenticeship Employer

Radar sensor £460* Low-cost radar sensor for water level measurement

Wessex Water has been recognised in the prestigious Centrica Top 100 Apprenticeship Employer list, which is compiled annually by the National Apprenticeship Service and recognises excellence in businesses that employ apprentices.

One sensor, all round capability - Reliable level control for water and sewage treatment facilities, pumping

The list was announced at the National Apprenticeship Awards, which took place last night (18 January) at the Grosvenor House Hotel in London.

stations and rain overflow basins. Level sensing for sludge processing and AD units. Open channel flow

After a tough selection process the most exceptional apprenticeship employers from all of the award categories went forward to feature in the list, which showcases the breadth of employers who now offers apprenticeships.

measurement, open water and flood level monitoring.

VEGAPULS WL S 61

Wessex Water recently created more than 40 new apprenticeship vacancies in both office-based and technical departments, and the company offers level 2, level 3 and higher level qualifications.

▪ Measuring range up to 8 m

▪ Use outdoors without restriction

Among its success stories is Ashlea Lane (pictured), who joined the company at 16 and was taken from apprenticeship to degree to MBA before being appointed director of supply in 2016.

▪ Flood-proof IP68 housing

▪ Operation via Bluetooth with Smartphone, Tablet or PC

Becca Thurston, Wessex Water’s apprenticeship manager, said: “We’re thrilled and proud to be included in the Centrica Top 100 list.

* Scaled pricing: 1 to 3 units £460 | 4 to 9 units 10% discount |

“We pride ourselves on offering apprenticeships that are tailormade to a broad range of different skills and interests – there really is something for everyone here.”

10+ units, price on request

Sue Husband, director of the National Apprenticeship Service, said: “The Top 100 list demonstrates clearly the impact apprentices can have on an organisation.

Further information: www.vega.com/wls61

Call +44 1444 870055

“Apprentice employers are creating opportunities for individuals to gain the skills and knowledge needed to succeed, up to degree level, while working and earning.”

9

WATER INDUSTRY JOURNAL MARCH 2018

z NEWS

Water Plus recognised for their work with customers

Business water retailer Water Plus has been recognised for the work it does helping organisations across England and Scotland.

Its expert Key Account Managers, who work with larger, multi-site companies, Advanced Services team, who help businesses to use water more efficiently, and Business Development Managers were all recognised for their work since the start of 2017. They beat competition from across the water and energy sectors in the national Energy Live awards.

Water Plus provides billing, account management, customer service, water efficiency advice and lots more for businesses of all sizes across the UK. Since the start of April last year (2017) it has helped businesses save more than 1 million cubic metres of water (1,000 million litres of water) through their leak detection and repair work as well as other support and advice it provides to customers.

Sue Amies-King, Chief Executive of Water Plus, said: “We are delighted our teams have been recognised for their personal and

straightforward approach, helping customers save time and money. The work of our people with customers of all sizes from the advice they provide, to the services businesses can access, all contributed to wining this award.

“We have saved organisations more than £2.6 million, since the water market opened in April, through leak detection and repair along with our proactive water management approach. This figure continues to grow as more businesses get to hear about what we can do for them.

“Water Plus works with its larger customers to proactively help them manage their water, wastewater and trade effluent on site, as well as providing a 24/7 emergency response for them to deliver contingency water and on-site emergency repairs. For our smaller customers, we provide similar services, along with alerting them through our high-bill alerts

10

programme where we can see significant and unexpected changes in consumption.”

Sue continued: “We’re pleased with the customer response to our offer we’ve had this year. Our work has seen us win organisations of all sizes, who see us as their partner. Our approach – and the great people we have that really add value to businesses - has also seen us retain the highest proportion of customers since the start of April.

“We have the scale to invest in technology to not only respond to developments in the water market, but also to provide a wide range of services and easy to access channels, including online services, for our customers.”

To find out more about Water Plus and what it can do for your organisation, go to: www.water-plus.co.uk

WATER INDUSTRY JOURNAL MARCH 2018

NEWS z

Affinity Water appoints new Chief Executive Officer

Cyber Risks & Liabilities - Are You Protected?

Affinity Water is delighted to announce the appointment of Pauline Walsh as Chief Executive Officer. She will also be appointed as a Director of the Company.

You’ve probably heard about General Data Protection Regulation (better known as GDPR) quite a few times by now.

But are you fully aware of the impact it could have on the way your business processes sensitive information?

GDPR comes into force on 25th May 2018, bringing with it an increased responsibility on firms who are processing or controlling data. Any companies adjudged to have been careless with that data are likely to find themselves on the receiving end of some significant fines. Useful further information on exactly what GDPR could mean for you can be found at www.ico.org.uk

Pauline is expected to take up the role by the end of April 2018, when Simon Cocks will step down as CEO of Affinity Water and as a Director of the Company. Simon will remain a non-executive director of Affinity Water.

If yours is a business which relies on technology to manage data (and most businesses do to some extent these days) then it’s imperative that you remain aware of the possible threat posed by cyber criminals. The potential for operational and financial disruption to business in the event of a breach, attack, or data loss is significant.

Pauline joins the business from National Grid where she is Director, Gas Transmission, responsible for building and maintaining the assets of UK’s high pressure national gas transmission system. Prior to joining National Grid in 2015, Pauline held senior leadership roles at Havells -Sylvania, Fred. Olsen, Philips Electronics and the Ford Motor Company.

Did you know, for example, that cyber-attacks on businesses grew by 50% in 2016 alone? Or that 46% of all UK businesses identified at least one cyber security breach or attack in the past 12 months?

Affinity Water’s Chairman, Tony Cocker, said, “I am pleased to announce that Pauline is joining Affinity Water as CEO. The Board is very much looking forward to working with her. She has extensive cross sector experience and a strong track record in leadership roles which will help us make the most of the opportunities ahead.

According to the Cyber Security Breaches Survey, published by the Department for Culture, Media, and Sport in 2017, the most common types of breaches are related to staff receiving fraudulent emails. An astonishing 72% of cases where firms identified an attack were traceable back to that particular source.

“I would also like to thank Simon for his leadership of and significant contribution to Affinity Water during his time as CEO.” Pauline Walsh said, “I am delighted to be joining the team at Affinity Water. It’s an exciting time for the water industry and Affinity Water is well placed to respond to the challenges and opportunities ahead. I am really looking forward to leading the team and working with the Board and investors to continue to provide high quality water services for 3.6 million people and businesses in the south east of England.”

Following behind were viruses, spyware, and malware (33%), criminals impersonating the organisation in emails or online (27%), and ransomware (17%).

Many businesses simply assume that it will never happen to them. That’s a dangerous stance to take. The cyber security experts at Malwarebytes reported that almost 40% of the businesses it surveyed had fallen victim to a cyber-attack over the previous year. Along with over one quarter of all local councils in the UK, the likes of the NHS, Nissan, O2, and Oxford University were targeted.

New Chairman appointed at Affinity Water

With cyber-attacks affecting small businesses, multinational corporations and the private sector with increasing frequency, what should you do? Kingsbridge’s recommended insurance policy provides cover to react against a cyber-attack, including cover for:

Affinity Water is delighted to announce the appointment of Tony Cocker, the former Chief Executive and Chairman of E.ON UK plc, as independent Chairman. Mr Cocker joins the Affinity Water Board on 15 January 2018 and will take over as Chairman on 30 January 2018.

n Incident response and investigation costs n Crisis communication

n Data extortion/blackmail costs

Having worked for E.ON for over 20 years, Mr Cocker has a strong understanding of the utility sector and is currently chair of the renewable energy generator company, Infinis Energy Management Limited. He is also Governor and Deputy Chairman of Warwick Independent Schools Foundation.

n Delay, disruption, and acceleration costs

n Business interruption due to network security failure or attack, human errors, or programming errors

n Data loss and restoration including decontamination and recovery.

Mr Cocker succeeds Dr Philip Nolan, who has served as Chairman since April 2013 and, during this time, has led the Board’s oversight of the development and implementation of Affinity Water’s PR14 Business Plan.

If Kingsbridge can be of any assistance to you and your business please contact; Simon Wyndow | Kingsbridge Insurance Brokers

Mr Cocker commented: “On behalf of the Board, I would like to thank Phil Nolan for his leadership and service to Affinity Water over his time as Chairman. I am very much looking forward to working with the Affinity Water Board, its investors and the management team to build on the achievements of the last few years.”

07989 159420 | simonw@kingsbridge.co.uk

11

WATER INDUSTRY JOURNAL MARCH 2018

z NEWS

WPL lands three utility wastewater contracts

n United Utilities installs 20 WPL Hybrid-SAF units at works in Cumbria n A 12-module plant will deliver treatment for Anglian Water n Temporary treatment provided during major upgrade at Lancaster site Work is underway on three UK utility framework contracts awarded to packaged wastewater treatment specialist WPL, two

by United Utilities (UU) and one by Anglian Water.

The project for United Utilities’ Silloth wastewater treatment works (WwTW) on the Cumbrian coast involves installation of a 10,000 population equivalent plant comprising 20 WPL Hybrid-SAFTM (submerged aerated filter) units. A six-way flow-splitter, two large duty-standby blowers and two existing ST1000 steel SAF tanks complete the deal with UU’s Tier 1 partner C2V+ - a joint venture between CH2M and VolkerStevin.

A similar project is underway at Anglian Water’s Stanbridgeford WwTW in Luton, with the installation of 12 Hybrid-SAF treatment units which has been agreed with Barhale, part of Integrated Operational Solutions, Anglian Water’s framework alliance.

The Hampshire company is also providing temporary onsite treatment during an upgrade to UU’s Halton East WwTW in Lancaster.

Replacement of the trickling filter means the existing system needs to be completely

dismantled, so a temporary wastewater treatment system is required during the upgrade.

In addition, WPL will be providing permanent conical tanks to settle primary and humus effluent as part of the contract. The Advance alliance of MWH and Balfour Beatty is the main contractor for UU at Halton East and a separate contract was being tendered for four conical settlement tanks. WPL offered a competitive overall price for three WPL HybridSAF units and conical tanks and won both contracts.

The contracts to provide wastewater treatment equipment at Stanbridgeford and Halton East WwTWs follow a tightening of the consent requirement by the Environment Agency. The extremely tight ammoniacal nitrogen consent of 1mg/l at Stanbridgeford is considered to be particularly challenging, but well within the capability of WPL’s technology.

Andrew Haywood, industrial and utility sales manager at WPL said, “We are delighted to be winning substantial work in the highlyregulated UK utility sector and to build on our strong relationships with United Utilities and Anglian Water. We are seeing a significant increase in enquiries from water companies with similar requirements with regards to tightening consents and the need for flexibility.

“At WPL we design and manufacture our own treatment systems which means we

12

lead the market in terms of the flexibility of package wastewater treatment equipment for purchase and hire. These contracts show the versatility of the mobile WPL Hybrid SAF units, which can be used for permanent installations or be transported to other sites for use once temporary works are complete.”

C2V+ framework director Sean McCallion commented, “We are delighted to be the main contractor for the Silloth WwTW and look forward to working with United Utilities and WPL on another successful water project as part of the AMP6 framework.”

At WPL we design and manufacture our own treatment systems which means we lead the market in terms of the flexibility of package wastewater treatment equipment for purchase and hire.

WATER INDUSTRY JOURNAL MARCH 2018

NEWS z

SWAN Forms new utility advisory group to advance smart water and wastewater networks worldwide The SWAN Utility Advisory Group will collaborate to review and support SWAN activities and to help steer future research and strategic planning.

The Smart Water Networks Forum (SWAN) is pleased to announce the formation of a new Utility Advisory Group to advance smart water and wastewater networks worldwide beginning in 2018. Featuring six, global SWAN utility experts from Singapore, Brazil, Spain, the United Kingdom, the United States, and Italy, the SWAN Utility Advisory Group will address the most pressing utility challenges, regional trends, and research needs. Selected based on their vast and diverse industry knowledge and innovative utility experience, the members will also collaborate to support SWAN activities and help guide strategic planning.

The SWAN Utility Advisory Group Members include: n Michael Toh, Director – Water Supply Network Department at PUB, the National Water Agency

n Wagner Carvalho, Senior Project Manager at AEGEA Saneamento e Participações S.A.

network to better understand the needs of our industry.”

n Eva Martínez Díaz, Responsible for Smart Services – Innovation Department at Aqualia

Commenting on the significance of joining the group, Eva Martínez Díaz of Aqualia stated: “It is an honour for me to be among those selected to the SWAN Utility Advisory Group. I look forward to the fruitful discussions about how to best leverage our utility experience to help advance SWAN’s already impressive efforts and activities within the smart water and wastewater sectors.”

n Bob Taylor, Operations Director – Drinking Water Services at South West Water n Andrew Lee, Deputy Director at Bellevue Utilities Department n Emilio Lanfranchi, Water Utility Innovation Manager at MM spa Bob Taylor said: “From South West Water’s perspective, SMART networks are key to delivering improved customer service through a better understanding of network performance and behaviour. This new Advisory Group will form a strong platform for exchanging ideas and will help equipment developers and suppliers within the SWAN

Emilio Lanfranchi of MM spa added: “I am really excited for the opinion exchanges related to water challenges. This group of utility thought leaders can truly help drive forward needed smart water and wastewater solutions.”

Learn more about the SWAN Utility Advisory Group: www.swan-forum.com/utilityadvisory-group/

DISCOVER THE ADVANTAGES

Double-See™ Vinyl Double Containment Piping Systems GF Piping Systems introduces Double-See, a pressure-rated double containment system for transporting hazardous liquids.

Double see advert.indd 1

www.gfps.com/uk 23/08/2017 13:15

13

WATER INDUSTRY JOURNAL MARCH 2018

z NEWS

De Nora Water Technologies Bolsters Sales Team in Americas Recent new hires in the Americas reflect De Nora’s commitment to supporting existing sales channels and expanding into new markets De Nora Water Technologies, a leading designer of safe, innovative, and sustainable water disinfection and filtration technologies, has expanded its sales force in the Americas with seven new positions over the past year.

The strengthened team drives water filtration and disinfection technology sales for drinking water, industrial wastewater treatment, municipal water treatment, and ballast water and marine wastewater treatment in Canada, the United States, Mexico, and South America. The new members of the team bring additional experience and a deep understanding of De Nora’s key target markets, including power, pulp and paper, steel, food and beverage, and petrochemical.

“This new team has already hit the ground running,” said Brian Shugrue, De Nora director of sales, Americas. “We took our time to ensure the right fit, and we are now well positioned to deliver exceptional results to our customers in the Americas. Each individual was selected for his high level of motivation, energy, and education, as well as his potential for continued advanced leadership within De Nora. We have brought together a team

that offers long-term continuity for our stakeholders.”

The sales team’s collective experience in diverse markets is a bridge that connects De Nora’s innovative new technologies and reliable pioneer water treatment brands like BALPURE®, Capital Controls®, ClorTec®, DE NORA TETRA™, DE NORA Ozone, SORB, and UAT, with both their long-time users and

potential new customers. They are already beginning to reinforce channel partner relationships with additional support and incentives, training, planning, and analysis.

The team is committed to providing solutions to the region’s water problems, listening carefully to De Nora’s partners to understand end user needs and bring reliable resources to the decision-making process.

Source for Business wins £2m healthcare contract Water retailer Source for Business has been awarded a contract worth £2 million to supply water services to one of the largest private healthcare companies in the UK. The contract to provide water and wastewater services to BMI Healthcare was awarded after a competitive tender process that saw Source for Business focus on the cost savings it could achieve for BMI Healthcare as well as a range of value added services that will enhance the patient experience.

Healthcare is an important and growing area for Source for Business, which is committed to providing simple, high-quality services that enable clinical staff to dedicate their time to patient care.

“We are very pleased to be awarded the water retail contract with the prestigious BMI Healthcare, the UK’s largest private hospital group. We are working with BMI to help them reduce their water consumption and save costs.

We have a strong track record of working in partnership with national healthcare providers to provide them with a single point of contact which keeps things as simple as possible so that they can focus on what they do best – caring for patients,” said Richard Stanbrook, Director of Source for Business.

BMI Healthcare is the largest operator of private hospitals and treatment centres in

14

the UK, with a total of 59 sites. The contract will see Source for Business provide water and wastewater services to all of these.

BMI Healthcare can trace its origins to 1970 and offers centres of excellence in spinal, orthopaedic, neuro, cardiac and cancer care with more than 7,000 consultant specialists.

Part of the Pennon Group Plc, Source for Business operates as the national trading brand of Pennon Water Services, a 80:20 joint venture between Pennon Group and South Staffordshire Plc.

WATER INDUSTRY JOURNAL MARCH 2018

NEWS z

A decade of Customer Service Excellence Ten years of outstanding customer service by Wessex Water has been recognised with a coveted hallmark award.

Wessex Water has again received Customer Service Excellence (CSE) accreditation from leading independent inspection organisation SGS, an accolade the water and sewerage company first picked up in 2008.

The SGS assessment report highlights Wessex Water’s commitment to helping people who are struggling to pay their bills, with an increasing number of customers benefiting from lower-rate tariffs or debt advice from partner organisations such as Citizens Advice and StepChange.

Minister says Brexit opens up global opportunities

There is also praise for the company’s “clear and effective customer focus” among staff, robust data protection policies and clear communication about the services provided.

The report reads: “Following the assessment, Wessex Water was found to have a deep understanding of and commitment to customer service excellence.

“The commitment was displayed from senior management levels through to operations and frontline staff.”

Environment Minister Therese Coffey has told British Water members that departure from the EU gives UK companies “new opportunities beyond Europe.” Addressing members of the trade association gathered at the House of Lords by video she said Brexit presented “the opportunity to tap into this global market and build on the UK water industry’s expertise and innovation.”

Sue Lindsay, director of customer policy and regulation at Wessex Water, said: “We’re thrilled and proud to be able to continue using the CSE hallmark.

Minister Coffey also emphasised the important role supply chain companies will play in delivering Defra’s 25-year environment plan and praised the industry’s “positive response” to Ofwat’s challenge to reduce leakage of treated water by at least 15% by 2025. She also welcomed support of the Refill scheme to create a network of places people can fill up water bottles to reduce waste from single-use plastics.

RELIABILITY EFFICIENCY SOLUTIONS EXPERIENCE INNOVATION

“We all want a water industry that is resilient, efficient and innovative – that provides customers with water when the need it and not when they don’t. Exceptional modelling capabilities, innovative leak detection and pipe design and environmental assessment all contribute to a more resilient water supply network,” she said.

British Water’s annual Winter Reception took place on 7 February.

Welcoming guests to the busy event, host for the evening, the Earl of Selbourne took the opportunity to reflect on the failure of the both Houses to look after the infrastructure of their own buildings, calling it “a total disgrace”.

He praised the “astonishing work” of the service teams that keep Parliament going and asked the 235 British Water members present to remind the Government to reflect on the importance of maintaining essential utilities. Members of both Houses are expected to move out while a long overdue £3.5bn refurbishment takes place from 2025.

British Water chairman Chris Loughlin praised the British Water team for attracting what is “close to if not a record number” of members. Some 30 organisations have joined the association since April 2017, including a number of water companies.

He also encouraged members to register quickly for the popular British Water annual lunch, which takes place on 13 June at Stamford Bridge, home of Chelsea Football Club. The association’s annual general meeting will also take place on the day.

The British Water Winter Reception 2018 was sponsored by Stantec, Black & Veatch, Jacobs, J Murphy & Sons, Royal HaskoningDHV, Cranfield University, Advance TRS, Atkins, Balmoral Tanks, C2V+, Trant Engineering, VolkerStevin and Veolia.

www.aerzen.co.uk +44(0) 208 502 8100 Compressed air, gas and vacuum solutions sales@aerzen.co.uk

15

WATER INDUSTRY JOURNAL MARCH 2018

Why it’s time the water industry transformed asset management Water Industry Journal speaks to Daniel Scott, Head of Asset Management Transformation at SEAMS, about the unique challenges facing the industry and why it’s time the industry rethought its approach to asset management.

Daniel Scott Head of Asset Management Transformation SEAMS

At any given time, on any given day, in households around the country, you can be assured that someone, somewhere, will turning on a tap to have a drink of water or to make a cup of tea. Water is the backbone of our daily lives, without it we couldn’t complete the numerous everyday tasks we take for granted – but even more importantly, we simply couldn’t survive without a steady, clean supply. Water is critical to life.

For any business supplying a critical part of the infrastructure the pressure to deliver and perform is immense. Failure to do so has huge repercussions for customers, for the country and for the businesses themselves, with regulatory rewards and penalties in place.

With over a decade’s experience working for London Underground, responsible for their asset strategies, long term asset investment and maintenance plans, Dan is well placed to understand the pressures on any business that delivers a public service. For both rail and water are part of the 13 national infrastructures, including energy, defence and the emergency services, on which the UK depends.

The similarities between the two industries are striking, both the water and the rail industry face the challenge of utilising assets on multiple sites, spread across a huge geographic area. In both cases, their assets are there for the long term – so when planning a new investment, it is all the more important to make the right decision. Again in both industries, there are legacy issues too, with an existing infrastructure that at least in part, dates back to the Victorian era, and the pressure on these ageing assets is growing.

However, as Dan explains, there are certain challenges facing water companies that are unique to the industry, making asset management particularly complex: “Many of the assets utilised in the water industry are out of sight and underground. It is like they are in a

black box, that you can’t see into or readily gain access to without causing service disruption, so it’s difficult to know your assets’ condition.”

Aside from the resilience of the assets themselves, the water industry faces the challenge of planning and providing water services in the light of climate change, the scarcity of water, and the growth in population. All of which has to be achieved with affordability in mind and within a framework of performance commitments, failure to meet those commitments, can incur a penalty.

Balancing risk and performance, and knowing where best to make an investment is the crux of the matter, and for this, accurate modelling is vital. Modelling is the tool that enables the industry to predict the outcome of various courses of action, understand their implications, and plan ahead accordingly. To see, in effect, what can’t be seen in that black box underground.

However, as Dan observes: “All too often complex models are built to predict asset performance, but no reviews are carried out to find out if those predictions were accurate.

Models are frequently based on out of date information that is no longer relevant – making the predictions inaccurate – yet no one picks up on this if there are no reviews.

One way in which asset management can be transformed is to make reviews integral to modelling.”

The team at SEAMS has worked with clients to incorporate a review process into their modelling and close the loop between those models and what is happening out in the field.

Their award-winning Enterprise Decision Analytics software allows organisations to capture and use data in modelling, and

16

evaluate it at regular intervals – daily, weekly or monthly for example. Meaning predictions can be checked against what happened, and both modelling and performance improved.

Assessing the accuracy of model predictions, then updating and refining the models - the feedback review loop - is crucial to ensuring models work as well as possible. As Dan goes on to say: “A model that is regularly reviewed and updated, allows you to make more accurate predictions and more informed decisions, enabling you to target investment where it will be most effective.”

The pressures on the water industry are immense, and they are growing, the challenges lying ahead mean it is time the industry rethinks how it approaches asset management.

Ultimately, water companies that employ a decision analytics tool to assist their asset management make more effective use of their resources, understand the implications of their actions better, improve business efficiency and deliver a better service to customers.

SEAMS provides software, analytics and advisory services which improve business performance, assisting asset-rich organisations in making informed and efficient decisions.

Their consultants have helped water companies to develop their analytical capabilities in order to better balance risk, performance and investment. Typically SEAMS helps their clients to achieve up to 20% savings in capital and operating costs. www.seamsltd.com.

MAKING SURE EVERYTHING FLOWS SMOOTHLY Wolseley Infrastructure is a leading provider of Civils and Utilities solutions. We supply the essential products and services that enable our communities and businesses to function.

And keep the country connected.

For superior technical expertise, unrivalled range and availability and friendly and responsive service, speak to us today.

Our utilities products include: • Gas pipe • Water pipe • Valves

• Hydrants • Metering • Fittings

• Fabrication • Chambers and sections • Consumables

Tel: 0344 2511 999 fusion-utilities.co.uk

WATER INDUSTRY JOURNAL MARCH 2018

z NEWS

AW unveils £384 million investment plan…but bills change by less than a penny a day n Customer bills stay well below inflation Investment paid for by average bills of £1.17 per day, per household, with metered customers paying even less n £60million war on leakage continues Anglian Water is best in business as leaks drop even further n Fourth year of £5billion commitment to maintain and improve water and sewerage services in the five years to 2020 Anglian Water has today unveiled a huge investment programme for the year ahead, worth £384million. Customer bills will remain broadly flat with an increase of less than a penny a day for the coming year. It means Anglian Water bills today are less than they were five years ago, as the water company tops the table for the lowest bill increases since privatisation - just 10% in nearly 30 years*.

The investment will be targeted at maintaining and improving customer services across the East of England. The funds will be ploughed into the areas that customers say matter most to them including reducing leakage even further, providing top quality drinking water, protecting against severe weather such as drought and flooding and tackling the impacts of climate change.

This is the fourth year of Anglian Water’s £5billion commitment to 2020, which will be paid for by average bills of just £1.17 per day for an entire family - less than a litre of bottled water or one barista coffee.

The company has been able to keep this year’s increase to 0.7%, well below the level of inflation (CPI 2.8% in November 2017 when the following year’s bills are calculated), Since privatisation almost 30 years ago, Anglian Water has increased customer bills by just 10% - far less than any other water company, and far less than increases in other household bills like energy, TV, mobile phones and food. Electricity on its own has gone up by 25% in a shorter time frame**. This is testament to the business’ on-going efficiency drive and its long term commitment to passing savings back to customers.

The stable bills have been maintained while continuing to invest in robust infrastructure to prepare for a future with more people but fewer raindrops.

this year, despite inflation, and the system is a great example of where regulation of the water monopoly is ensuring fair charges and properly protecting customers financially.

Jane Taylor, Head of Customer Services at Anglian Water, said: “Bills are still lower than they were five years ago thanks to the price reductions we have promised and delivered.

We’re always doing everything we can to run our business more efficiently, which translates into value for money for our customers, all while still investing heavily in the things they care about most.

Jane continued: “The average bill of £1.17 per day pays for all the water you need to wash and drink, and for every flush of the loo and cycle of the dishwasher. But more than that, it helps us build and look after a water network that protects both the environment and our customers.”

“This year’s small bill increase is evidence of the water industry’s tough regulation working to benefit and protect customers.”

Anglian Water’s yearly bill calculations are affected by two factors: how many people move in and out of the region, and how much water those customers use during that year. At the end of each year, the predicted and actual figures are reconciled. If Anglian Water’s revenue is higher than predicted, this money is passed back to customers straight away. This reimbursement to customers has meant Anglian Water bills are practically flat

“Water meters are still the best way to save money, and the savings speak for themselves.

The average annual metered bill comes in £171 cheaper than a bill without a meter. It’s a winwin because it’s free to switch to a meter, and if you change your mind you can switch back, for free, within two years.”

In the East of England, 85 per cent of homes now have a meter. Average bills for metered customers are just £1.10 per day, £397.57 for the year – an increase on last year of 1 per cent, or less than 1 pence per day. Anglian Water also offers a free home visit from a qualified plumber who’ll fit free water saving gadgets and give customers helpful water saving tips.

The average bill of £1.17 per day pays for all the water you need to wash and drink, and for every flush of the loo and cycle of the dishwasher. But more than that, it helps us build and look after a water network that protects both the environment and our customers.

18

WATER INDUSTRY JOURNAL MARCH 2018

NEWS z

New storm water strategy to address long-term sewer flooding risk Flooding incidents in Scotland could be significantly reduced by managing storm water on the surface rather than in the country’s sewers.

to climate change, could substantially reduce the impact of sewer flooding on householders and businesses. Tackling sewer flooding is a high priority for Scottish Water, which is committing £190m of investment to tackle the issue in the 2015-2021 investment period.

The sewerage system in Scotland is, for the most part, a combined system – draining both sewage and surface water. It also contains overflows which allow excess water to spill in a controlled manner from the sewerage system into water courses.

Addressing the capacity of the sewer network will also help support economic development across Scotland by enabling new properties to connect to Scottish Water’s network.

A new strategy launched by Scottish Water highlights that more effective ways of dealing with storm water above ground will substantially reduce pressure on nearly 32,000 miles of sewer network operated by the utility.

Launching the Storm Water Management Strategy at the SNIFFER (Scotland and Northern Ireland Forum for Environmental Research) Flood Risk Management Conference at Strathclyde Technology and Innovation Centre, Dawn Lochhead, Scottish Water’s flooding manager, said: “Increasing urbanisation and changes in climate patterns, including more intense wet weather events, means that many sewers can be overwhelmed with increasing volumes of surface water.

Mrs Lochhead said: “Sewer capacity continues to be impacted by factors including increased paved area run-off, groundwater infiltration, river intrusion, land drainage run-off and asset condition.

More than 43,000 homes and businesses are at risk of surface water flooding. Our sewers can be overwhelmed by surface water flooding and in places also contribute to that flooding.

Now experts from Scottish Water assess that rather than building bigger sewers to deal with increasing volumes of surface water, more sustainable solutions are needed for the future.

A number of pilots are being considered across the country to test new methods in communities which will reduce flooding risk.

These will include more natural approaches such as diverting roof and road water through channels to ponds, use of permeable paving, and property level raingardens.

The new approach, which will be more adaptable

“This can result in dilute sewage flooding homes, gardens and highways and can cause pollution to streams and rivers from increased spills from sewer overflows.

“Traditionally we’ve built larger tanks and bigger sewers to deal with the increasing volumes of surface water. While these will still be needed, the aim is to build more sustainable solutions to manage water on the surface rather than putting it into pipes in the ground. This is a more sustainable approach and more adaptable to future changes from climate change.”

19

“This is just the start of a long journey to transform our approach to tackling sewer flooding. Scottish Water sewers do not work in isolation and, as such, we cannot continue to develop and deliver our strategy in isolation.

Partnership working with local authorities and engagement with communities will be the key.

“This will link into the Flood Risk Management Strategies and local authority-led surface water management planning for those towns and cities prioritised as having the highest risk of surface water flooding.”

Environment Secretary Roseanna Cunningham said: “Reducing flood risk is a priority for this Government as climate change and increasing areas of hard surfaces mean more rainwater is entering the sewerage network. Scottish Water’s Storm Water Strategy is an important contribution to the collaborative efforts being made to transform the way Scotland manages surface water and flooding.”

WATER INDUSTRY JOURNAL March 2018

z ASSET MANAGEMENT

Responding to PR19: Innovation, asset management and the challenge of fatbergs Innovation is one of 4 key themes within Ofwat’s Price Review 19 (PR19), which address the future challenges that the water industry is facing and examples of water companies innovating to solve costly challenges are already emerging at a pace.

A recent case in point has been Thames Water’s response to the problem of fatbergs – a challenge which, along with other blockages in its network, costs up to £1m a month according to their corporate blog1. To tackle fatbergs, Thames have gone straight to the primary cause of the problem, deploying a team of investigators2 to visit food businesses across their catchment. The team investigate reports of sewer misuse and carry out an onsite survey to determine compliance. During a 9 month pilot they found that that 90% of food businesses visited did not have adequate grease management in place and are not aware that they should.

The Investigators use easily deployed mobile apps provisioned from Thames Water’s Geographical Information Systems (GIS) platform, which also provides a real-time view of the progress of the operation to be monitored centrally. Work can be allocated and managed centrally and all information kept in one location, this creates an invaluable real time link with the field team. The apps capture the location of each business surveyed, which in turn allows visualisation on an operations dashboard incorporating a map, and spatial analytics to further investigate the extent of the problem.

Leaving challenges like fatbergs aside for a moment, the same GIS capabilities enable innovative water utilities to collect, maintain and share asset information more accurately and in near real-time. Severn Trent Water3, for example, was determined to enhance the quality of its asset data and took the decision to completely transform its approach to data collection and verification. The company had previously digitised its records of underground

water mains and sewers, back in 2000.

However, for decades beforehand, it had relied on paper-based asset maps updated by hand.

As the original paper-based records weren’t that precise, many of the digital records didn’t have the accuracy and completeness that were needed.

Severn Trent Water is systematically improving the quality of its asset data using a mobile GIS solution from Esri UK. With more complete and accurate records, it can deliver better customer services, optimise its business performance and operate more efficiently.

Updates made in the field by mobile engineers are immediately visible to all the company’s 4,500 employees. Improved data leads to better decision making, faster resolution of service issues and less disruption for the public. In terms of PR19, that improved decision making, faster resolution of service issues and minimised disruption is contributing to Severn Trent Water’s household customers continuing to receive the lowest average combined water and sewerage bills in England and Wales.

In fact, asset management is a critical business priority for water utilities because there is a direct correlation between asset failures and service failures which, inevitably, lead to poor customer satisfaction. The industry regulator Ofwat monitors service performance very closely and has made it a central theme of PR19 . It is therefore imperative for water utilities to have accurate, complete asset data, so that they can repair asset defects quickly, as well as invest wisely in asset replacement programmes to reduce the risk and frequency of service issues. The rapid deployment and flexibility of GIS apps, the analytical capabilities and the ability to provide intuitive, interactive operational dashboards for key stakeholders is delivering significant advantages for water companies throughout the UK. Another industry innovator is Wessex Water4, a company that is consistently among the top scoring water businesses for customer service because they are constantly looking for new and creative ways to improve their customer communications. The company publishes an interactive online map to share accurate, up-to-date information about planned and emergency works currently taking place throughout their region. The map includes features such as live chat buttons, which enable customers to connect easily with customer service agents from within the map.

In addition, where there are temporary water service interruptions, engineers in the field use their mobile devices to draw polygons around

20

the relevant streets. A list of customers’ mobile numbers is then automatically extracted by Esri derived client software, enabling the customer service team to quickly send out a timely text-based message to all households affected by the works. In the customer call centre, Esri’s Operations Dashboard is used to improve communications by providing an up-to-the-minute graphical overview of incidents on huge wall-mounted, smart screens. The dashboard is also available via the organisation’s intranet, so in the event of an emergency, it is possible to make this real-time operational information available to managers on any internet-connected device. One impact of these innovations is that the company has seen a 20% fall in calls to the customer service unit reporting problems with ‘no water’.

If you are looking to improve asset management, find innovative solutions to challenges like fatbergs or want to deliver exceptional customer service then GIS technology provides a cost effective, proven range of capabilities. Esri UK can provide a full range of support, implementation and configuration services to ensure success and a strong return on investment.

For more information please contact us using sales@esriuk.com, 01296 745599 or visit esriuk.com/water to explore how you could put GIS to work.

1. https://corporate.thameswater.co.uk/Media/News-releases/ Whitechapel-Road-Thames-Water-wins-battle-but-fatberg-warcontinues 2. https://corporate.thameswater.co.uk/Media/News-releases/ Fatbergs-feeding-off-London-food-outlets 3. https://resource.esriuk.com/severn-trent-water-utilities/ 4. https://resource.esriuk.com/wessex-water/

Before water utilities can deliver market leading customer service, Esri provides accurate asset data collection and real time insight that enables operational intelligence and agile innovation. From mapping assets to keeping customers informed, Esri makes the maps that run the world.

Contact us:

sales@esriuk.com 01296 745599

The Science of Where Water Utilities Rise to the Challenges of PR19 Discover more at:

esriuk.com/water

WATER INDUSTRY JOURNAL MARCH 2018

z SLUDGE MANAGEMENT

From sludge to

bio-resources

Ester Rus is sludge and energy manager for Thames Water’s wastewater innovation. Here, she discusses the importance of renewable energy from sludge, and how the company’s innovation teams are maximising its generation Introduction to Bio-resources:

In recent years, the concept of sludge has gone from a waste that we needed to get rid of, to a valuable recyclable product from which to get energy, nutrients and maybe even precious metals.

It is therefore not surprising to see the term “sludge” being replaced by “bio-resources”.

The technology used to treat our wastewater is very well established but it has its limitations.

More than a hundred years ago, when anaerobic digestion (AD) was first introduced, the drivers of that society where very different and have been changing with time. Just 30 years ago, nobody was interested in getting renewable energy out of sludge.

However, fast forward to the modern day and it is one of Thames Water’s key drivers.

Our current approach to treating bio-resources focuses on ensuring a cost effective and sustainable treatment, that can produce the best final product , which is then recycled back to the environment.

This helps keep our services affordable as well

as providing an environmental and public health service up to 21st Century standards.

This approach is common to many UK utilities, but the specific drivers might be slightly different for every region. In the case of Thames Water, our main drivers are clearly defined by the challenges we face now and are expected to face in the near future.

We are facing hard challenges ahead:

One of the most pressing challenges is population growth.

In our region, the increase in output will push our assets to the maximum, and we will need to accommodate for this increase in sludge volumes within our current site footprint.

Climate change is another challenge, as it can cause disruption in our processes. It’s expected that extreme events such as flooding and drought will increase in the next 50 years.

We will also face difficulties in transporting our sludge cake to nearby land as it becomes scarce, meaning we will have to travel further distances, increasing costs.

22

Energy prices have gone up and the electricity market has changed dramatically in the last five years, going from a fairly predictable and stable output to a more volatile situation due to the introduction of renewables. It therefore will be challenging to predict when to sell electricity.

Furthermore, environmental legislation is likely get to get stricter in terms of consents, meaning we will be likely generating more bio-resources to treat.

Why Innovation is crucial:

Business as usual will not be good enough to ensure we overcome the challenges ahead.

WATER INDUSTRY JOURNAL MARCH 2018

SLUDGE MANAGEMENT z

Thames Water is aware of this and has innovation at the core of its business. In terms of the science behind it, we are privileged to have an innovation department dedicated to addressing those challenges and convert them into opportunities.

We’re dedicated to finding alternative ways to optimise our current assets, and identifying those new technologies and ways of thinking to ensure we stay ahead of the curve. The sludge and energy team, along with wastewater processes and wastewater networks, make up the Wastewater Innovation team at Thames Water.

Sludge and energy team and 2 tech examples:

Sludge and energy focuses on optimising the bio-resources treatment, by helping out with current issues onsite and looking into more innovative ways of unlocking the full potential of that product.

One example of utilising current same technology on our sites in a different way to generate more benefits and a better product is the Intermediate Thermal Hydrolysis Process (ITHP).

Both AD and its pretreatment, the thermal hydrolysis process (THP), are technologies we understand well and work very well together, but there are ways of arranging the order of these to enhance efficiency.

The ITHP does that. It has a first stage of AD where the readily available organic material is digested with a high load and short retention time. The digested sludge coming out of the first stage is two thirds of the volume of the throughput going in.

This is then hydrolysed in a smaller THP unit where the locked organics are solubilized and ready to be digested in a second stage digester, which is half the size of the first stage digester.

The ITHP increases biogas generation by 17 per cent compared with the conventional set up and reduces cake volumes coming out of the process by 20 per cent as the dewatering efficiencies improve thanks to that process, lowering costs and producing a high quality product farmers find appealing.

Furthermore, the ITHP is smaller compared to a conventional THP arrangement, which means there is less steam required and no need for additional fuel to run the sludge treatment.

The gas generated in both stages can power up the THP and heat up the digesters. Finally, the process is very resilient and is able to cope with higher inputs than the conventional process. This helps us treat more bio-resources with the same digester volume, and is now being considered for various locations.

The team also looked into other technologies that have a lot of potential at energy recovery.

The very high cake dryness achieved with THP and more so with ITHP opens up the full energy potential of sludge as it makes economically viable to explore advanced energy recovery (AER) routes.

One of the most efficient AER options is pyrolysis. The digested cake is first dried in a low temperature drier that gets rid of 90 per cent of the water in the cake.

The resulting product is heated under controlled conditions to 900oC in the absence of oxygen, and two products are obtained: n Fuel gas which has a great energy content, getting 2/3 extra energy from sludge and making the entire sludge treatment process energetically self-sufficient. n Char, a by-product with high concentrations in key elements like nitrogen and phosphorous and even precious metals that could be recovered.

Pyrolysis is expected to extract up to 85 per cent of the total energy, where we are currently just accessing a max of 50 per cent.

This technology is currently being commissioned at Crossness sewage treatment works

Benefits to Our customers:

Innovation across the bi-oesources teams has a great impact on delivering customers’ expectations.

It’s clear customers want us to be more environmentally friendly, and we’re committed to becoming a more sustainable company.

We ensure our bio-resources treatment is robust and the most efficient at treating the product to get the most renewable energy out of it, at the same time as reducing our carbon footprint.

What we do with our final cake product is crucial. The farmers are after a clean, homogeneous, nutrient rich product fertiliser.

The improvements by introducing THP into the bio-resources process have ensured we meet these standards and has taken us to a point where we can get a benefit from distributing our bio-fertiliser as it is now a product farmers value.

And finally, the savings we get from generating our own renewable energy in an efficient way, lowering transport costs, increasing the throughput through our existing assets helps to continue to provide an affordable service for customers.

In recent years, the concept of sludge has gone from a waste that we needed to get rid of, to a valuable recyclable product from which to get energy, nutrients and maybe even precious metals.

23

WATER INDUSTRY JOURNAL March 2018

z SLUDGE MANAGEMENT

AD operators see performance benefits with micronutrient technology As the Government pushes for more take up of Anaerobic Digesters to help achieve its 2020 carbon reduction targets, AD and biogas plant operators can ensure their own systems perform to maximum capacity with the help of OMEX. Licensed operators are increasingly treating waste such as slurries and vegetable off-cuts through AD for the production of both biological fertilisers and constantly generated renewable energy in the form of biogas, which can either be used on-site to reduce reliance on costly fossil fuels or sold as electricity under Government incentive initiatives like the Feed-In Tariff scheme.

It is rare for an AD plant to have the complete range of nutritional elements present for optimal bacterial growth and shortages of specific micronutrients, which are critical components of enzyme systems in the bacteria, often occur. This can mean that the digester plant and connected system do not run at full efficiency with a consequential loss of performance and output.

OMEX offer a complete nutritional package to prevent these deficiencies with their product range including bioavailable liquid trace element solutions, enzymes, micronutrient

laboratory with analysis of plant influent, effluent and biomass, through which a nutrient solution will be recommended. Dependent on the individual requirements of the plant and operations, a tailor made micronutrient solution can be produced. This support service also includes onsite visits, consistent and effective aftercare and complete crop nutrition packages for on-farm ADs. blends to boost the availability of essential trace elements and a range of iron powders all used in the anaerobic process to help improve the bacterial performance in the digestate and increase the methane content of biogas production. This helps commercial operators to run their Plants at optimum levels, maximising their revenue streams and return on investment through increased profits.

The OMEX support service includes a nutrient profiling service in their fully-equipped

As well as specialising in trace element additives, OMEX Environmental Ltd also manufacture and supply a complete range of wastewater treatment solutions for anaerobic and aerobic systems as well as de-icers and concrete ad-mixtures.

Visit www.omex.co.uk or email environmental@omex.co.uk Omex Environmental Ltd, Riverside Industrial Estate, Estuary Road, Kings Lynn, Norfolk, PE30 2HH. Tel +44 (0)1553 770092

Boost Productivity with Micronutrient Technology Ensure your AD and Biogas Plants perform to their maximum capacity with our range of safe-to-use bioavailable micronutrients.

Enzymes Improve Fermentation Efficiency

Trace Elements Optimise Biological Performance

Active Iron Minimise Hydrogen Sulphide

Call 01553 770 092 Visit www.omex.co.uk ď‚š /OMEXCompanies ď‚™ @OMEXCompanies

24

WATER INDUSTRY JOURNAL MARCH 2018

SLUDGE MANAGEMENT z

Technology for high quality sludge is more important than ever Studies that have highlighted the benefits from developing markets for sludge have undoubtedly been the driving force behind Ofwat’s promise to open up the Bioresources market by 2020. The fact that it has now been proven that sludge is a product that should be processed and transformed into energy and fertiliser means there is sure to be a rising demand for high-quality sludge.

This means now more than ever is the time to invest in effective sludge treatment. One way to improve both sludge quality and system performance is to efficiently remove rag and grit.

As the market opens up, sludge that is full of rag and grit is sure to be less desirable to consumers than high-quality sludge. Within the anaerobic digestion process, these materials cause significant problems and a large decrease in efficiency. Grit especially sinks and gathers in the digester, continually reducing its capacity for bioenergy generation. Not only that, but the

many opportunities for re-use including pipe bedding and landscaping.

S:MAX G sludge screening technology is highly efficient in removing rag and grit at every stage of the downstream process.

Marshmallow screen mounts ensure the maximum transfer of energy to the material on the screen and by processing at the fastest rate possible, tanker assets are optimised and transportation costs minimised.

Only by investing in sludge, and the technologies needed to process it effectively, will water companies be able to deal with more pressure and demand than ever before.

With growing demands due to population expansion and climate change, water companies are required to make their operations as efficient as possible to deal with the growing pressure. Recovered grit is a recycled material with

digester tanks must be shut down to be excavated, incurring both costs and system downtime.

Not only does removing rag and grit at the pre-processing stage benefit the end sludge quality, but it also reduces wear on pumps, tanks and centrifuges in the sludge treatment equipment.

This eliminates unnecessary maintenance costs and downtime.

Screened and dewatered materials recovered by the S:MAX G can be reused in a variety of applications, further reducing disposal costs.

For more information on sludge screening technology visit our website www.cdenviro.com

Grit and Rag Removal from Sewage Sludges, Sewage Screenings and Tank Cleaning Residues Our S:MAX and D:MAX solutions quickly and efficiently tackle the persistent problems associated with grit and protect the complete treatment process.

cdenviro.com

25

WATER INDUSTRY JOURNAL MARCH 2018

z SLUDGE MANAGEMENT

Semi-organic sludges in the waste water treatment and biogas industries Pumping of semi-organic sludges in the waste water treatment and biogas industries has long been the preserve of the progressive cavity pump (PCP), and with good reason.

They are able to deal with variable and high viscosities, ranging from thin, activated sludges at less than 1% ds through to thickened sludges in the 10 – 12% and, in open-hopper, auger fed form, even sludge-cakes up to and exceeding 30% ds. They also have strong suction characteristics making them selfpriming under lift conditions and they are not prone to gas-locking. Their tolerance of grit and ability to pass solids allow them to survive the harsh conditions prevalent in waste water treatment and the biogas industries.

Being positive displacement machines, with output directly proportional to speed and very high volumetric efficiency, they can give excellent flow control over wide ranges and can be used for accurate metering, even where viscosity and head are variable.

In the last ten years the supremacy of the progressive cavity pump (PCP) has been challenged by industrial rotary lobe pumps (RLP). These share many of the functional virtues of PCPs, with their key selling points being their smaller footprint and the ability to be maintained in place without disturbing pipework. RLP ranges don’t completely overlap with PCPs, with the latter being biased to smaller flows and higher pressures and the former being biased more towards higher flows and lower pressures. Installation considerations aside, PCPs will usually be more cost effective at the lower end of the flow range with RLPs taking over above approximately 90m3/h. PCPs are also typically more robust and likely to survive better in especially harsh applications such as those found in food-waste fuelled biogas plants.

To further complicate the choices, in more recent years the major PCP manufacturers have been developing “maintain in place” technologies as a response to the RLP “threat”, with offerings available from the major manufacturers. These make it possible to unblock pumps or change the rotor and stator without removing pipework. They also eliminate the need to include a spool-piece in

the pipework to allow stator removal, reducing the installation space needed.

technology, able to handle even the most bridge-prone cakes.

NETZSCH have been supplying the sludgehandling industry for more than 50 years and have a well-earned reputation for reliability.

Uniquely, they manufacture both Progressive Cavity Pumps and Rotary Lobe Pumps making them ideally placed to offer the best, unbiased selection for any sludge application.

The NETZSCH Rotary Lobe Pump ranges comprise of the Tornado T1 & T2 series.

The NETZSCH Progressive Cavity pump range includes the recently introduced “FSIP” Full Service In Place variant of the well proven NEMO range. In flagship “FSIP-Pro” form, as well as allowing the rotor and stator to be changed in a few minutes a clever, patented seal housing design allows the complete power train and seal assembly to be removed and re-installed in minutes, without risk of seal breakage. The range also incorporates a selection of open hopper pumps for sludge cake handling including the BF range with optional ABP module “live-wall” hopper

The Tornado T1 is of fairly conventional design with oil-lubricated bearing housing, timing gears, rubber coated lobes and replaceable metallic housings and wear-plates.

The Tornado T2 is completely different, using sealed-for-life grease lubricating bearings and a double-sided toothed belt for both power transmission and timing purposes. The metallic lobes run in a renewable rubber-lined GRP insert, making renewal a very quick and straight-forward process.

Both the T1 and T2 have an air-gap between pump head and bearing housing eliminating the risk of product contaminating the bearings and giving visual indication should leakage occur.

NETZSCH have been supplying the sludge-handling industry for more than 50 years and have a well-earned reputation for reliability. Uniquely, they manufacture both Progressive Cavity Pumps and Rotary Lobe Pumps making them ideally placed to offer the best, unbiased selection for any sludge application.

26

WATER INDUSTRY JOURNAL MARCH 2018

SLUDGE MANAGEMENT z

Scottish Water’s longest serving employee takes Chief Operating Officer back to his roots Scottish Water’s longest serving employee has been putting the utility’s Chief Operating Officer (COO) Peter Farrer through his paces as a Fife tanker driver for the day.

Robert Malcolm was recognised for his nearly five decades of public service during a series of staff events last year, whilst Peter is also a long serving member of the utility with over thirty years’ experience in the industry.

With over eighty years public sector service combined, Robert agreed to put Peter through his paces as a tanker drivers assistant to see if he could still get his hands dirty.

The pair met at 6am on a frosty morning at Dunfermline Waste Water Treatment works (WWTW); and after going through the tanker’s morning safety checks, embarked on their journey to the treatment works just outside Springfield.

L-R Peter Farrer, Robert Malcolm, Dunfermline Waste Water Treatment Works After completing the first job which took around 40 minutes, they then delivered the sludge back to Dunfermline WWTW for processing. They then set off for Iron Mill Bay WWTW, near Charlestown.

On the route, taking in the picturesque views of the Fife countryside, they discussed just how much the water industry in Scotland has been transformed since they started their careers when water and waste water treatment was run by local authorities.

Once there, they realised they would have to undertake two trips that day to account for the two large tanks at the site with Peter doing his fair share of the work.

Upon arriving, Robert quickly got to work hooking up the tanker equipment to the first of the tanks, talking Peter through the process whilst the powerful vacuum pumped approximately 30,000 cubic litres of sludge into the tanker.

Back at Dunfermline WWTW and reflecting on the day, Robert said: “It was a pleasure to take Peter along my route across Fife. It was interesting to talk about how much the water industry has changed since we started. He certainly wasn’t shy about getting stuck in and he can come back and help me out any time.”

Peter, under Robert’s supervision, helped couple and uncouple the hoses, proving he’s not shy when it comes to hard work.

High pressure | Macerating | High-lift | Bi-directional | Hygienic | Pulsation-free | Ex-rated

Pumps and Systems Ltd

www.netzsch.com

01935 483900

Horchester | Dorchester | Dorset | DT2 0LL

27

WATER INDUSTRY JOURNAL MARCH 2018

z SLUDGE MANAGEMENT

Severn Trent uses anaerobic digestion to generate more green power than ever before Severn Trent is now generating 38% of the energy it uses from a number of different renewable sources and the company is continuing to invest in new technology to increase that further in the future.

In recent years the company has invested heavily in renewable energy across a variety of technologies. That means that Severn Trent, which serves more than eight million people across the Midlands and Wales, is generating more renewable energy than ever before.

Neil Corrigall, head of green power at Severn Trent, explains: “We have more than 60 years of experience of using AD to generate clean energy, and, across the region, we have AD plants alongside our sewage treatment works that turn sludge into energy.

As well as providing homes and businesses with a source of clean energy the additional output also provides a source of income which has contributed to making sure customers have the lowest average combined water and waste bills in England.

“A large amount of this green power is used to offset our own energy usage but we also generate green gas that is then treated and pumped back into the grid for use by homes and businesses.

Currently Severn Trent generates energy through wind, hydro, crops and solar – but it’s expertise in the anaerobic digestion (AD) of sewage sludge, and more recently food waste, that is leading the way in the company’s ambition.

“Now we’re using our expertise and experience of converting sludge into energy in a different way – to turn contaminated food waste into energy.”

Last year Severn Trent opened its second food waste anaerobic digestion plant, at Roundhill

near Stourbridge in the West Midlands, which followed the success of the first plant, which is based at Coleshill to the east of Birmingham.

Another food waste plan is under construction at the company’s sewage treatment works in Derby and will be operational later in 2018.

The Roundhill plant will turn 50,000 tonnes of food waste a year into green gas, which is enough to heat around 2,700 homes for a year or enough renewable electricity to power 1,700 homes.

Sewage treatment works in Minworth

28

The food waste plants generate energy by digesting food waste from local businesses and waste management companies. The process produces biomethane which in turn is converted into gas suitable for the grid or electricity.

Neil continues: “The majority of the electricity we generate from the plant in Coleshill goes

WATER INDUSTRY JOURNAL MARCH 2018

SLUDGE MANAGEMENT z

We have more than 60 years of experience of using AD to generate clean energy, and, across the region, we have AD plants alongside our sewage treatment works that turn sludge into energy. A large amount of this green power is used to offset our own energy usage but we also generate green gas that is then treated and pumped back into the grid for use by homes and businesses.

back to run the nearby sewage works, but the new plants at Roundhill and Derby will put treated biomethane into the gas grid.

“We have an ambitious target of generating the equivalent half of the energy we use by 2020 and on top of that our focus is increasingly turning towards ‘green gas to grid’ that will enable us to develop an additional income stream for the business.”

The company has also invested £15m to build three biomethane plants that turn the gas produced during the digestion of both sewage sludge and food waste into a product suitable to be injected into the gas grid.

The equipment is up and running at sites in Stoke-on-Trent, Nottingham and Derby, and is working to produce high quality green gas that can be used by local homes and businesses.

The company is also investing £60m in a cutting edge Thermal Hydrolysis Plant at its biggest sewage treatment works in Minworth near Birmingham.

This make the process of generating green power from sewage sludge far more efficient which means the amount of clean energy generated at the site will increase by almost a third.

The process works by treating sewage sludge, using heat and pressure in a similar way to a pressure cooker and will be in place by 2018.

The THP heats sludge to 170°C before putting it under pressure.

Neil added: “We’ve been investing heavily in renewable energy to position ourselves as leaders in anaerobic digestion and to help us generate as much green power as possible from the waste that we treat.

This combination of heat and pressure sterilises and shatters the cell structure of the bacteria in the sludge. The treated sludge is then fed into huge digesters which biodegrade the volatile solid matter within the sludge and produce methane rich bio-gas.

“Customers are at the heart of everything we do and focussing on ways we can generate income from renewable energy means we can continue to drive down the cost of our customers’ bills.

Once that part of the process is complete, the sludge is then passed forward to the dewatering process where it is thickened, ready to be recycled as fertiliser for agricultural land.

29

“In the future we’ll be investing further and looking to new and innovative technology that will keep us at the forefront of using anaerobic digestion to generate clean energy for our customers.”

WATER INDUSTRY JOURNAL MARCH 2018

Water Industry Asset and Quality Conference

Stonbury were delighted to welcome over 120 delegates to the annual Water Industry Asset and Quality Conference in Burton upon Trent. Now in its sixth consecutive year, the annual conference was well attended by representatives from over 14 Water Companies across the UK and several leading Water Industry consultants.

Service reservoirs and similar clean water assets play a key and crucial role in the storage and supply of drinking water. Suitably this year’s conference took a focused approach, concentrating on matters relative to service reservoirs, including methods for improving bacteriological compliance and DWI Regulation 31.

The conference welcomed excellent speakers from across the industry. Amber Telford, Global Practice Leader for Water Retaining Structures (Mott MacDonald) presented an overview to the New UKWIR Publication on Treated Water Storage Assets, followed by the findings of a collaborative research project by the WRc for Innovative Modelling of Bacteriological Non-Compliance at Service Reservoirs.

The introduction of a digital Q&A session, allowed the conference to be both interactive and engaging. Using smart phone software, guests were able to ask the speaker questions either named or anonymously, which saw audience engagement significantly increased.

All questions raised were answered at the end of the presentations, often provoking discussion around the topic area.

James Stonor, Managing Director of Stonbury, addressed Regulation 31, through a presentation, ‘Lessons Learnt from a SR Water Quality Incident’. Opening with a background to the incident, delegates were encouraged to promote an open environment to share and learn from WQ incidents. The presentation was followed with a ‘Water Company Perspective’ by John McGovern, Head of Asset Investment for Northumbrian Water, emphasising the importance of working collaboratively to prevent and overcome such incidents.

In recent years, the conference has developed a platform for industry innovators to showcase their latest products or services. This year saw for the first time, Geocurve - UAV Specialists, demonstrate their capabilities for asset inspection, including inspection and surveying facilities for water towers and roof tops. Other members of the ‘Innovation Lounge’ included; Mason Clark, Polygon, Sensor UK, Gurney Environmental, and BASF. The water companies concluded the conference, providing an insight into their procedures and innovations surrounding service reservoirs. Dr Clair Dunn, Water Quality and Optimisation Manager of Anglian Water shared an overview for using a risk based approach to improve bacteriological compliance in SRs. Finishing with an update on the progress of the Welsh Water ‘Bacti Predictor’, first introduced over two years ago

by Kevin Parry, Principle Statistician, at the previous ‘Bacti Conference’.

The 6th annual Water Industry Asset and Quality Conference has proven a great opportunity for networking and meeting other like-minded individuals, who face similar challenges from across the country.

30

Martin Vickers – Head of Capital Investment Delivery, South Staffs Water “Another excellent, well organised, conference attended by a wide spectrum of professionals from across the water industry and country.

The presentations were excellent with some very thought-provoking content, which will enable the whole industry to take forward some best practice common themes. To get so many industry professionals in the same room, many with the same issues and problems to address, is a fantastic achievement and testimony to the year on year growth and improvement of this event. It serves to promote and demonstrate continual development of strategies for innovation and everything that’s great about this area of solution delivery.”

As always, guests were invited to finish the conference at an evening dinner, with many opportunities for networking in a less formal environment.

For information or to keep up to date with details of the Water Industry Asset & Quality Conference 2018 please contact laura@stonbury.co.uk

Stonbury are thrilled to announce the acquisition of Kingcombe Aquacare Limited.

Kingcombe Aquacare, based in Crewkerne, Somerset, have been in business for over 30 years and specialise in all aspects of water maintenance, construction, restoration and management. The company operates throughout the South-west and also further afield throughout the UK.

Environmental Solutions – Protective species surveys, ecological and waste permits, river habitat surveys, soft and hard engineering, asset maintenance.

The acquisition fits ideally with Stonbury’s long-term business

River and Waterways upkeep – Environmental Agency framework works, bank revetment, flood alleviation, de-silting, fish and eel passes, weirs, water retaining civil structures, aquatic weed control.

strategy, as leading water industry specialist contractors. The move also allows Stonbury’s existing services to be expanded into the South West of England, providing an excellent geographical base, experienced resource and new skill sets, complimenting our existing capabilities.

Through our acquisition of Kingcombe Aquacare, we are pleased to offer a new range of services:

Fabrication – Fully equipped in-house steel fabrication, producing a wide range of water control structures, including penstocks, hatches, sluice gates and weed racks, working in hardwoods and mild steel. We also weld stainless steel for special applications, including bespoke stilling tubes and other water monitoring equipment.

Consultancy – Water quality investigation, environmental surveys planning approvals, aquatic planting schemes.

Maintenance – Pumps and filtration, planned and preventative maintenance, liner repairs.

Fisheries – Registered livestock transportation, fisheries management, netting and electrofishing, aquatic weed harvesting.

Kingcombe Stonbury Ltd - The Cropmead Estate, Crewkerne, Somerset, TA18 7HQ t 01460 279 200 e info@kingcombe.com www.kingcombe.com

WATER INDUSTRY JOURNAL MARCH 2018

z IMPROVING CUSTOMER EXPERIENCE

Embracing technology to improve the Customer Experience At Severn Trent our vision is to be the most trusted water company by 2020 and we know that to do that we must be available to our customers when and how they choose. No matter what time of day it is we know that it’s absolutely essential that our customers know we are here to help when they need us.

Jo Hollamby

Customer Contact Strategy Lead at Severn Trent

As technology has evolved in recent years, alongside changing behaviours, we recognised the need to enable customers to get in touch with us through digital platforms such as our website, webchat and social media.

Although the traditional call centre offering remains vital to our success, and will do for many years to come, we know that these developing channels play a pivotal role in

32

our strategy to build trust with customers and put them at the heart of everything we do.

Providing additional ways for customers to get in touch with us also means they can choose a channel that suits their lifestyle and one that they’re most comfortable using. It’s all about being here for our customers across multiple platforms 24 hours a day, every day.

WATER INDUSTRY JOURNAL MARCH 2018

IMPROVING CUSTOMER EXPERIENCE z

Webchat

Webchat provides a simple, easy, fast and personal channel of communication which allows customers to interact with us online effortlessly. The platform achieves high customer satisfaction and resolution rates and has grown significantly in recent months.

The first three months of using webchat resulted in around 8,000 webchats a month.

That has since increased to an average of 18,500 every month. While that’s still some way below the roughly 30,000 calls we take every week, it is an increasing percentage of our customer contacts.

The success and current position of webchat has been driven by continuous innovation within our digital team. The initial approach to gauging the quality of customer service was based on random quality-checks without identifying or exploring the actual agent skill gaps. We needed to focus on advisor development at an individual level; investing more time and energy into improving interpersonal communication skills within their role, providing more coaching and support to advisors that would help achieve an outstanding customer experience.

This has had some fantastic results. Our webchat provider has highlighted us as one of their highest industry achievers and as an organisation we manage the highest online chat volumes in the industry.

One of the biggest advantages of using webchat is the opportunity for our advisors to immediately reflect on improvements that can be made. A post-chat survey analysis means they can instantly raise concerns with team leaders who can provide advice and coaching as and when required.

Social media

Social media is now a huge part of our digital customer service offering and is another channel which has seen significant growth

We won’t be resting on our laurels and we know that digital platforms are fast-paced and constantly changing. As the social media and webchat platforms continue to grow we’ll be working hard to make sure we have the right resources in place to make sure we can provide the best service possible for all our customers whenever they need us.

within an hour of asking the question and our target is to respond to social media queries within 15 minutes Investing in a third party social media management tool has been essential to our strategy in this area and means we can keep a real-time track of conversations and customer sentiments.

We also understand that visual content is important as a proactive tool and we’re working to continually improve how we speak to our followers to engage with them and

educate them. We’re also working to target our operational and educational content and make it stand out in a sea of information online.

We also understood that our customers are using social media at all times of the day and night and that’s why our social media accounts are monitored at all times.

Helping customers

One of the real benefits of expanding our presence on digital platforms is the impact it can have for customers who struggle to contact us on the phone or are dealing with circumstances that make it difficult to talk.

For example, feedback from customers dealing with bereavement has been positive in that their billing queries and changes can be dealt with purely through webchat or social media without the need for a phone call.

Hearing impaired customers have also found webchat to be an invaluable tool as it’s far easier than a using a third party to make a phone call and much quicker than carrying out an email conversation, which can sometimes result in speaking to several different people over a number of days.

The future

with customer engagement increasing by almost 40% on Twitter and 219% on Facebook in the last 12 months.

In the past social media was seen as a way to educate and engage with customers but it’s now an essential tool as a customer contact channel with one-to-one interactions happening every hour of every day.

It’s fair to say that most customers expect a response from any brand on social media

33

We won’t be resting on our laurels and we know that digital platforms are fast-paced and constantly changing. As the social media and webchat platforms continue to grow we’ll be working hard to make sure we have the right resources in place to make sure we can provide the best service possible for all our customers whenever they need us.

We understand the need to offer customers choice and we understand that different circumstances mean customers may be more likely to use a particular channel. We are using customer insight to assess our customer journey performance and make changes so we deliver the best customer experience possible

n o i t c a f s i t a s r e m o t s u c e u Tr . m a e r d e p i p a isn’t

e r i u q e r l l i w t But i a sea change.

Tough times are ahead for the water sector.

AMP7.

WaterworCX. Engineer shortages. SMART meters. Changing consumer habits. A whole wave of disruption is on its way, and OfWat believes that “truly excellent customer experience” is one of the four key factors that will keep water companies afloat.

We agree. But it’s going to take work.

From decades working with world class organisations (including a few in the water industry), we know that polite and professional service is no longer enough. Our diagnostics have unearthed the new behaviours that make up industry-leading customer experience, and they’re not the ‘soft skills’ of the past.

The secret? It’s all about making it easy.

The second secret? Making it easy is hard.

Thankfully, we love a challenge.

Get in touch today and find out how we can help.

Email us at hello@blue-sky.co.uk Give us a call on +44 (0)1483 739400 Find us at blue-sky.co.uk

Service, service everywhere... so why isn’t it working?

Customer experience is gratifyingly high on the agenda for water companies right now. But why are so few of them getting it right?

Comrades, rejoice! The revolution has arrived! For far too long, water companies were able to treat their customers with, at best, indifference; at worst, contempt. With their loyalty locked in, there seemed little point to waste precious time and resource on wooing a sure thing. But then the times began to change.

First, in 2010, came the Service Incentive Mechanism (SIM), with its incentives for water companies to provide better service to residential customers. Next, in 2016, better support for vulnerable customers shot up the agenda with OfWat’s #InclusiveWater2016 campaign. Then, last April, the ‘open water’ movement empowered businesses to easily switch their suppliers. By the end of 2017, OfWat’s declaration that “providing a truly excellent customer experience is fundamental for maintaining trust and confidence in the water sector” had the ring of truth.

So does this mean that great service is now embedded across the industry, futureproofing water companies against a tsunami of impending challenges such as the advent of AMP7, changing consumer behaviours, staff shortages, the introduction of SMART meters and the inevitable appearance of other disruptive technologies?

Well, not quite.

In the January 2018 UK Customer Satisfaction Index of top 50 organisations, not one water company appeared. In addition, the average customer satisfaction score of utilities companies in the index was 74.4, compared with the UK all-sector average of 78.1. The latest SIM data paints a damning picture, too.

Although there is evidence that the scheme has driven some improvements since its introduction, it has also failed to effect change in a number of significant areas - to the extent that OfWat has proposed the adoption of two new measures of customer experience success, “WaterworCX” (ouch).

In short, the revolution has barely begun, and water companies must ensure that its next phase contains less rhetoric and better results. But this won’t be achieved by throwing money at doing more of the same.

Instead, the industry must play catch-up with its more commercial cousins, and overturn its whole understanding of what customers really want. That starts with a realisation that service no longer belongs to a single department.

Nowadays, every person who works for a company - CEO, administrator, engineer works in service. Whether you’re meeting with stakeholders, sending a tweet or digging up a road, you need to be ready to serve.

Accustomed to the instant ease of the internet, the public doesn’t care about your internal divisions or training allocations.

Whatever their problem, question or concern, they simply want to have a positive experience with your brand, one they can’t get from a YouTube video or a chat bot.

But what does a positive customer experience actually mean? What sort of experience will send your WaterWorCX through the roof?

Again, this will require a big mindset shift.

Blue Sky are thought leaders in behaviour change and over the last 20 years we’ve led transformation projects for some of the UK’s best for service organisations. Our deepdive diagnostics for these clients show that, when it comes to effective service, ‘polite and professional’ is no longer enough.Company call handlers regularly score highly on both warmth and politeness, but this makes no difference to their ultimate C-Sat (customer satisfaction) scores. They’re simple ‘hygiene factors’, not stand-out skills.

Instead, our data identifies key specific behaviours that differentiate a great customer conversation from a poor one. For example, they could be taking ownership, giving acknowledgment, and being clear about next steps. They might sound simple; they’re anything but. Ownership involves demonstrating a commitment to satisfying the customer, however unorthodox the issue, by taking the time to flex process and go the extra mile (“don’t worry, you’re through to me now, we’ll sort out exactly what you need”). Acknowledgement involves approaching each customer as a true individual, being curious about what they need and making them feel heard throughout (“no wonder this needs to get sorted today - let’s find an engineer who can visit within twenty-four hours”). Finally, being clear about next steps doesn’t just involve explaining what’s going to happen, but looking beyond your particular part of the customer journey to forestall any future issues (“now, although the leak is fixed, another company will have to come and re-tarmac the pavement”).

These insights don’t just apply to the water sector, but they’re particularly important for an industry saturated with technical jargon, confusing hardware and multistage processes. The challenge is to make responses to complex customer issues feel easy, even when they are not.

The good news is that water companies are still operating in the context of distinctly low expectations. It won’t take much to make a real splash. What it will require is a commitment to deeply examine data, draw out genuine insight, and do the hard work to help your employees - all your employees turn “a truly excellent customer experience” into more than just a pipe dream.

WATER INDUSTRY JOURNAL MARCH 2018

z IMPROVING CUSTOMER EXPERIENCE

Why water companies need to tap into artificial intelligence to improve their customer experience

Customer experience (CX) is a hot topic for all industries. But the demand for a more sophisticated approach in the water sector is particularly pressing.

With utilities ranking as one of the worst performing industries in The Institute of Customer Service 2018 UK Customer Satisfaction Index, and Ofwat’s latest regulation revamp calling out for big changes, it’s clear that water companies need to switch things up.

Benchmarks have shifted, and digital pioneers have raised customer expectations. This is no longer about what other utilities companies are doing. It’s about being comparable to organisations both inside and outside the sector, those succeeding in an increasingly data-driven and interconnected world.

Customers expect experiences akin to those delivered by consumer giants Amazon, Netflix and Uber. They are interacting with brands that deliver supporting, streamlined and personalised services, and expect the same experience when engaging with their water supplier. So what can water companies do?

Develop an outside-in, CX-led approach

With people wanting more for less, and Ofwat’s latest price review putting pressure on suppliers to do more for their customers, water companies need to be making positive improvements to their CX. PR19 highlights this and asks businesses to give customers more control over their accounts, with instant access and management of consumption and bills a priority. It also asks suppliers to drive down costs, and provide support for all vulnerable customers.

Ultimately, PR19 is going to challenge companies to deliver in areas that the sector has previously neglected…

Understanding why they need to be customer centric is the first step, but knowing how to get there is absolutely critical.

36

“Today’s customers are much more demanding and expectant that businesses will personalise services to fit them, not the other way around, and this is a major learning curve for a monopoly sector to navigate.”

Monica Mackintosh, Customer Services Director at Echo Managed Service To meet the needs of today’s customers, organisations need to take inspiration from those who are achieving success from original and customer driven strategies.

Innovating new solutions that will work for their own customers requires businesses to tap into their data insights. This will determine the specific problems their customers are facing, and the type of experiences that are going to perform well.

WATER INDUSTRY JOURNAL MARCH 2018

Upon analysing its own data, Uber recognised they had a problem with ‘fake drivers’. To boost customer confidence and protect drivers against fraud, they rolled out a new security feature using facial recognition. It also benefited Uber in other ways, as they were able to monitor employees and minimise the number of drivers sharing accounts.

The technology, provided by Microsoft Cognitive Services, is a widely-available platform which contains a number of AI services like natural language processing and real-time translation.

Its facial recognition service relies on imageprocessing algorithms to detect and identify the driver’s face in a photo.

For Gary Pretty, Technical Strategist and one of the first Microsoft AI MVPs, this is something water companies should take inspiration from, “Customer confidence is vital in building relationships and delivering excellent service. I can see something like this working when engineers make home visits. It’s a great example of how technology can boost customer trust.”

However this concept poses a significant challenge for organisations in regulated industries, as Gary explains: “Many companies are reluctant to be first to adopt a technology, particularly in regulated industries, and look for others to demonstrate value first. I think this is going to change – it has to – for water companies with the emergence of PR19.”

“One of PR19’s key ‘pillars’ is innovation and modernising the customer experience, which will drive companies to demonstrate a gradual willingness to try new technologies.”

Gary Pretty It’s time for water companies to make innovative CX a priority.

Create an omni-channel experience

The industry is under significant pressure to completely digitise their offering and harness emerging technologies, yet there are still some companies failing to deliver even the basics expected of CX. Part of the problem comes down to the ‘do not fail’ mindset that PR14 promoted. But as other industries demonstrate, this needs to move towards a ‘fail fast, fail forward’ mentality.

Ford is a great example of a business within a traditional industry, making a shift and digitising their offering. After they established that their customers were only interacting with the brand for about 4 hours a year, they adopted a different ‘customer-experience-first’ mindset with a blended channel approach. This allowed them to utilise multiple modes of communication.

Using Microsoft’s Azure Public Cloud, Ford created the ‘FordPass’ app to increase the number of times customers positively

IMPROVING CUSTOMER EXPERIENCE z

engaged with them. By covering the basic needs of all car owners, from booking service appointments to locating parking spaces, it has helped reposition them as the company that helps customers get from ‘A to B’ - a timeless position, irrespective of what happens with innovation in the motor industry.

The brand also needed to empower a shift in culture. Employees had previously worked within the constraints of traditional development and operational processes, but this had to change to suit the cloud native mindset. By breaking down these barriers, Ford were able to deliver a more agile strategy.

Water companies need to take a similar approach…

PR19 recognises that customers only interact with suppliers when they’re getting in touch to pay their bill or resolve a problem.

There’s nothing natively positive about these interactions, yet they’re opportunities for companies to enhance or detract from their CX. The shift from SIM to C-MeX in PR19 means companies can trial innovative experiences at these inflexion points, without the same fears of failure from PR14.

Other traditional industries are also moving towards the idea of an omni-channel brand.

Aviva, for example, are “being encouraged to break every rule in the book, and not feel constrained by traditional ways of doing this in the industry”, says the brand’s Chief Digital Officer, Andrew Brem.

Supported by modern digital technologies, Aviva are exploring new ways to provide useful content to customers and revolutionise the experiences associated with the insurance industry.

“The revolution in customer experience is for us to say – we already know you, and can infer most of the other things we need to know”, says Andrew Brem.

For the water sector, this means knowing who will be affected by planned works, current incidents or water quality, and proactively notifying them so they don’t have to initiate contact.

To create an omni-channel experience, companies need to be able to personalise content to different channels and different customers. In other words, they need to know who needs to see what.

“If you want to personalise your experience in any kind of meaningful way, then you need to be able to imply, or explicitly know, who the person is.

This is wholly dependent on data.”

Jonathan Holcombe, Digital Strategist at Mando One channel we’ve yet to see utility companies take advantage of is chatbots. Customer expectations are continuing to rise, with 51% of customers expecting businesses to be available 24/7 (Ubisend, 2016); chatbots offer a simple solution for companies looking to keep pace with these demands.

37

CHATBOTS A few years ago it was unclear whether customers would adopt automated conversational user interfaces (CUIs) as a serious means to engage with brands, or transact online. However, they’re increasingly forming a core part of a company’s CX strategy because they can deliver immediate value to businesses; it’s predicted that chatbots will power 85% of all customer service interactions by 2020 (Gartner).

Chatbots, and conversational interfaces alike, offer a model by which businesses and customers can communicate with one another in a proactive way, 24/7.

Messaging platforms have greater usage levels than websites or applications, and removes friction associated with learning a new user interface (UI).

The shared conversation history and ability to pick up where you left off also makes the experience more human than web or call centres would, and the microinteractions create a far more meaningful and accessible bank of data for analytics and CX improvements.

They offer water companies the opportunity to drive down operational costs in the long term – a key requirement of PR19 – by reducing resource required to man traditional channels, like call centres.

“Moving relevant call centre services online, in the form of chatbots for example, and giving people access to all of the information they want through a digital property will ensure customers are happier and more informed. It also frees up resource for those that really need it, like vulnerable customers.”

Paul Fennemore, C Suite Level Digital Marketing and Customer Experience Consultant at Sitecore We are seeing chatbots break down communication barriers that currently exist between customers and businesses. Jonathan Seal, Strategy Director at Mando, believes there is more to be done with this technology, “The real power of chatbots comes when you combine the conversational form of interaction with features - such as natural language processing and machine learning that make up AI.” The advancement of natural language recognition means chatbots can now understand and interpret hundreds of different customers asking the same questions in their own way. Previously, variants like ‘there’s flooding on my street’ and ‘there’s water running along my street’ would have confused a simple web application.

WATER INDUSTRY JOURNAL MARCH 2018

z IMPROVING CUSTOMER EXPERIENCE

Access valuable data streams

Consolidating data into one single and powerful tool is extremely forward-thinking.

Too often, businesses have limited insight into what their customers are actually doing when they interact with their company.

To facilitate customers’ desired outcomes and interact on a personal level, organisations need to see, hear, understand, and accurately interpret their customers’ needs.

INTELLIGENT SEARCH

Upon analysing the data from its main customer-facing website, one water provider identified a number of search terms which were leading customers to a dissatisfactory end, including ‘postcode’ searches and ‘account number’ requests.

A postcode search would rarely return any meaningful content, and for account number searches, the customer would be faced with a set of results which didn’t obviously lead to a resolution.

Using Language Understanding Intelligence Services (LUIS), part of the Microsoft Cognitive Services cloud in Azure, we are able to seamlessly interpret the intent of customers’ searches in real-time. Once the intent is known, we are able to interrupt the journey with a relevant feature or call-to-action; if a customer searches for a postcode, we can could show live incidents, planned works and water quality. As well as improving the customer’s experience, it also helps to reduce the number of customers who contact call centres for help.

GDPR is the perfect opportunity for companies to get smart with their data strategy, and begin to consolidate their data to provide a clear view on their customers.

“GDPR and data management is front and center of digital technologies, like Microsoft Cognitive Services. The fact that we’ll have data in a more consolidated form will bring only positive changes for water companies who will be able to use that data across different channels”, says Gary Pretty.

“It’s about understanding who the consumer is through data, and streamlining their journey by providing the information they want, where they want it. Businesses can then maintain digital conversations with the customer to support, educate, inform and entertain them on their preferred channel. Using omni-channel platforms, like Sitecore, allows this to happen in a seamless and automated way.”

Paul Fennemore Sitecore, providers of digital customer experience management and automation software, suggest that companies must harvest their data to overcome this barrier.

This includes digital interactions and information, transactional information, and demographic/psychographic customer profiles.

By doing so, companies will achieve a single view of each customer, which they can use to automate relevant communication across different channels.

One international utilities conglomerate is currently making the shift from disparate platforms, to one centralised hub on Sitecore.

By merging the management of their 13 brands into one seamless platform, they are set to reduce cost to serve and improve customer satisfaction.

“Data is sometimes seen as this vital currency that everyone needs to collect.

But there’s no intrinsic value there, the secret is knowing how to use it and unlock insights that can transform your customer experiences.”

Jonathan Holcombe The real value of data comes after you’ve interrogated it and turned it into something that can be interpreted to reveal useful information about a person, system or scenario, to enable data-driven decisions.

If, say, data collected from intelligent search shows that 1,000 people have visited the website searching for a particular incident, one that hasn’t been reported yet, AI will recognise the problem through predictive analysis and alert a company to the problem much quicker than a human watching trends.

Being able to collect more data, segment customers, and integrate digital technologies with content management systems means water companies will be able to tailor experiences with the right information, on the right channels, to the right people.

Specialist tools will help you collect and interrogate your data so you can design a seamless customer journey that meets customers’ needs.

38

“Data is the new gold. Information about customers is vital, and that’s where AI plays in.”

Neil Strother, Navigant Principal Research Analyst Recommendation APIs are a great example of what can be done using data-driven experiences. This particular technology can predict and recommend services and products to customers based on their data - that might be preempting a problem, upselling a solution, or delivering content based on their location.

We see recommendation APIs in action all the time with retailers, who offer us products we might ‘also be interested in’.

For example, water companies could use it to make recommendations on saving water and therefore costs, all based on a customers’ usage patterns.

Realise the opportunity in PR19 PR19 offers significant opportunities for water companies to innovate and operate in the CX space, owning the customer relationship beyond the transaction and delivering more of what matters.

Companies hampered by legacy technology, traditional operating models and inside-out perspectives need to modernise and change.

They must build people, data-driven insights and a culture of continuous improvement into their business as usual; enabling and empowering their workforce to serve the customer directly, productively and efficiently.

Water companies that keep pace and provide customers with a pro-active service will win the CX race. Those that don’t, risk disengagement with customers and losing out to the competition.

For exclusive interviews with industry experts and practical advice on how digital strategies can enhance CX, visit mando.agency/wij

WATER INDUSTRY JOURNAL MARCH 2018

z IMPROVING CUSTOMER EXPERIENCE

Water Market Reform – A Year On: How are wholesalers improving their service?

2017 saw the biggest transformation to the UK’s water market since privatisation in 1989. In April, we welcomed the opening of the non-domestic water market in England, allowing eligible nonhousehold customers the opportunity to choose their water retailer for the first time. The aim of the new retail market was to drive competition and the result would be better customer service, and lower bills. This would lead companies to go the extra mile to ensure customer satisfaction and competitive advantage.

So, where are we a year on from the market opening? Who is competing and how has the bar been raised for customer service levels?

At the start of January 2018, 37 retailers were operating in the market1 and by February 2018 100,000 businesses had switched supplier since the market opened. This affirms what the market already knew in terms of the importance of service levels and the need for retailers to elevate their standards with the help and support of their wholesaler.

The recent change to the market structure has made it quite a challenge for water wholesalers to make sure they are providing timely, accurate service information to retailers for them to pass on to affected customers in an equally timely way. Not just notifying customers of a problem, but including information on the cause, duration and resolution along with updates as the event or incident evolves through to completion.

The increasing number of retailers and the on-going switching of suppliers means the complexity surrounding the dissemination of information is likely to grow. The need for a solution that can develop with the progressing market can only be fulfilled by innovation and advancing technology.

John Russell, Ofwat’s Senior Director of Strategy and Policy commented at the Utility Week Water Customer Conference in January 2018 that “In PR19, it will be innovation that separates the exceptional companies from the rest.” Companies such as Anglian Water have already embraced innovation and technology by ensuring they had a solution

for communicating with retailers in place in time for the market opening. They worked closely with the digdat team to embed digdat’s Retailer Notification Service (RNS) into their systems and have been reaping the benefits over the last twelve months.

using their “Plant Enquiries” and “In Your Area” solutions. We are always looking to improve our customer service and add value for retailers in this new market and RNS will greatly improve the daily communications between all parties.

Wesley Thomas, Wholesale Market Systems and Performance Manager at Anglian Water commented “digdat RNS enables us to keep our retailers informed of planned and unplanned works and incidents that have the potential to affect their non-household customers. The solution provides notifications relevant to each retailer all in one place, and enables them to comment or feedback on specific events, and follow, or opt to receive relevant updates. This means they can pass the information on to their customers and the whole communication process is streamlined.

“digdat RNS will enable us to provide those retailers working within our area with targeted notifications relating to our planned and unplanned works under parts D & E of the Wholesale Retail Code Operational Terms.

The retailers will be able to customise what they receive and feedback or comment on specific events, making communications more effective, informative and efficient.”

“Providing our new retailer customers with a great experience is important to us as a wholesaler and RNS has really helped us since the market opened in April 2017. RNS supports us in continually improving the service we offer.”

Bristol Water are the next company to integrate digdat RNS into their business.

Simon Bennett, Head of Wholesale Services at Bristol Water explains how their collaboration with digdat is really helping them take their customer service to the next level: “We are delighted to be going live with digdat’s Retailer Notification Service in the next few weeks.

Bristol Water have been working closely with digdat for a number of years, already

40

The potential for further innovation and technology is infinite. There is no doubt both will play a key role in the future of the open market, both non-household, and household when it emerges. For retailers, the challenge is to be the best in the market and wholesalers need to embrace the challenge too, ensuring they strengthen and add value to the chain. Continual development and innovation are paramount and will continue to be so throughout the next decade.

Customer Service has never been so high profile, not just in the water industry, but across all industries. Those that champion innovation and technology, will surely be the leaders of the pack for customer satisfaction in the future.

1 MOSL CEO Quarterly Market Review Q3 2017/18

Giving water wholesalers the power

digdat’s Retailer Notification Service (RNS) gives wholesalers the power to communicate information about incidents, interruptions, investments and events that have the potential to impact their retailers’ customers. ○ A unique, market-leading solution ○ digdat RNS provides a live view of disruptions or incidents 24 hours a day, seven days a week ○ MOSL market codes are embedded for efficiency and clarity ○ Our helpdesk is on-hand for support and queries.

Information is power Find out more at

Call us today on 0800 085 8060 or email info@digdat.co.uk for more information.

WATER INDUSTRY JOURNAL MARCH 2018

Innovation in understanding leakage

Understanding what customers want from a 21st century Water Utility is high on the UK regulator, OFWATS’s, agenda when reviewing UK Water Utilities business plans for the five years between 2020 and 2025.

James Bateman, Senior Account Manager, 1Spatial Customers do not like to read about wasted water from leaking pipes. This is seen as a waste of a valuable resource and OFWAT are challenging Water Utilities to do more with less; reduce leakage by 15% over the five year period while also reducing customer bills.

Financial penalties for not hitting leakage targets will be substantial; however there will also be incentives for over performance in leakage reduction.

Leakage detection and prevention is not a new phenomenon. The process of dividing a water distribution network up into a number of distinct District Metered Areas (DMA’s) has become an industry standard process applied for decades.

DMA’s now normally consist of between 1000 to 2000 properties and represent areas where the network can be isolated and the flow of water in and out measured.

Leakage Calculation

Leakage is normally calculated per DMA and based on this calculation they are prioritised by each Water Utility on how “leaky” they are.

In this way the worst offenders can then be tackled first.

Leakage calculations rely on knowing: n The flow at minimum usage times; this normally occurs at night when most people are sleeping and not using water. Water

leaving the network during this period is more likely to be a leak than customer usage. n The number of commercial properties in a DMA. Commercial premises are the more likely to use water at different times to residential customers. n The number of customer properties within each DMA. Water Utilities need to be certain that customer property counts are accurate for each DMA. Properties assigned to an incorrect DMA reduce allowances in one DMA and increase them in another. Also changes in a property categorisation will affect the calculation. For example, if a property is demolished and no longer receives water it should to be removed from the leakage calculation property count. Conversely any new build properties should be included within the relevant DMA. Missing or miss-assigned properties will skew results. Any changes should be reflected in DMA property counts as soon as possible.

A constant improvement process of customer address management and understanding the relation a customer property has with the underlying network, will remove these inaccuracies in DMA leakage calculations. It will also allow utilities to link their customer data to informative third party datasets.

Council tax data can be used for instance to indicate when a property is vacant.

Innovations in leakage detection

With the introduction of customer metering, real-time monitoring and acoustic sensing,

42

utilities can now gain better insights and understanding of consumption and where potential losses are occurring on the network within a DMA. However, all these innovative techniques still rely on the base data used within leakage calculations being correct. They also give a picture of what’s happening on the network, it does not consider why customers use water at different times. Changes in water usage could be picked up as leakage and this may not be the case. For example, if the properties within a DMA, over a number of years, become student accommodation, water usage in those properties will inevitably change. Students don’t generally stay in properties all year round. They also use water late at night. These changes may affect leakage calculations and may be picked up as potential leakage, when in fact it isn’t. An understanding of the changing demographic of customers in conjunction with new leakage detection technologies would help to highlight this change to utilities, while also giving them a better insight into who their customers are and what their usage patterns might be.

By gaining a better understanding of the changing demographics of their customer base and improving customer data management, utilities will be able to take full advantage of new leakage detection technologies and also prioritise where to deploy them for maximum effect. Better use and management of data already available to a utility will help remove DMA leakage calculation inaccuracies, while also indicating where true leaks are occurring and giving a better insight into customer water usage habits. www.1spatial.com

WATER INDUSTRY JOURNAL MARCH 2018

THE PROBLEM Regulatory and financial pressure to improve customer engagement

1SPATIAL’S SOLUTION

THE BENEFITS

Capturing and validating data at source

An operational view of data quality across the network and customer base

Reduction in output focused capital investment Do more with less

Applying business rules to improve information

Increased competition in water business retail markets

Real time condition grading of assets

Data integration across enterprise applications

15%

reduction in leakage by 2025

234m

litres a day still lost due to leakage

Single 360 degree view of customer and asset data

Bringing outcome linked intelligence to asset investment decisions

CEO of ‘the best utility company in UK’ named as global industry leader Northumbrian Water Group CEO Heidi Mottram has been named as one of the top global water leaders and most influential people in the water industry.

The announcement follows NWG’s recent success at one of the UK utilities industry’s most prestigious events where the company was named Utility of the Year, beating off competition from across the whole of the utility industry.

The announcement was made by Water and Wastewater International (WWi) and puts the Northumbrian Water leader among water leaders from all across the world.

CEO Heidi Mottram said: “I’m delighted and honoured to have been named on the WWi’s list and my inclusion, and our recent utility of the year award, is a reflection of the amazing work that the people who work for NWG do every day.

Now in its fourth year, the WWi Top 25 Global Water Leaders initiative continues to grow in popularity as a barometer of the industry’s thought leaders.

This year the focus is on active leaders whom are driving companies forward into the digital water age with a focus on innovation.

Their nomination commended Heidi for ‘Helping the utility to develop a policy of using local suppliers to support the local economy, as well as introducing a very forward-thinking flood policy’.

“Under her leadership, Northumbrian has been named the only water company on the World’s Most Ethical Companies list seven years in a row. Prior to her current position, she held a number of senior management

Heidi Mottram roles in rail companies and was awarded an OBE in the New Year honours list in 2010 for services to the rail industry. Last year she was named the North-east Business Executive of the Year”.

The WWi particularly highlighted the company’s first ever Innovation Festival that was held in 2017 and saw NWG team up with companies including IBM, Microsoft and BT to deliver the industry’s first-of-itskind event.

43

“It’s really pleasing to see that we’ve been recognised for our work around innovation as this is something that I’m incredibly passionate about and as a company we are committed to driving the industry forward and pushing boundaries.

“This is a hugely rewarding industry that can not only enhance the lives of those within it, but it also gives people a chance to shape the world around them.”

For more information on the WWi top 25 list visit http://bit.ly/2FkE9gJ

WATER INDUSTRY JOURNAL MARCH 2018

The future of turbidity measurement in distribution networks is bright Solving the Water Industry’s challenges through innovation is vital if the water industry is to achieve OFWAT’s tough targets to improve the quality of drinking water and reduce the number of customer complaints.

As the emphasis on reducing turbidity in potable water increases and customers become less tolerant of discolouration, water professionals have become more motivated to look for new, reliable and effective methods to address water quality as a priority.

What is Turbidity?

The definition of Turbidity is the cloudiness or haziness of a fluid caused by suspended solids that are usually invisible to the naked eye. The measurement of Turbidity is an important test when trying to determine the quality of water.

Customer Complaint Targets

The UK water industry has been targeted over the quality of drinking water supplied to the public, with 27 measures, including turbidity, put into place to improve water quality. With more customer complaints being about water discolouration than anything else, OFWAT has applied high financial penalties to water companies who fail to keep complaints of discolouration to a set limit – a fine of up to £1,000 per complaint if water companies exceed their target. Based on the number of complaints water companies received last year, this could see expected fines reaching between £2-3 million if they do not meet their targets

Continuous, On-line Measurement

To protect against contamination risks, turbidity must be measured continuously, as the value can change very rapidly, with values

going from 0.05NTU to >20NTU in a matter of seconds. The key to a successful water quality system in today’s environment is using the latest in monitoring technologies, which immediately detect abnormal conditions, so water companies can act to reduce the risk to customers.

Access to this newly acquired continuous, accurate data has ‘opened the eyes’ of water companies, who have previously struggled to understand the overall condition of their networks. Now that changes in water quality can be identified and tracked via new technology, action can be taken and crucially, warnings can be sent out to customers to prevent complaints. If this new technology is permanently deployed in multiple locations, it can also allow water companies to manage their networks in a predictive rather than a reactive fashion for the first time.

Network Monitoring Solutions

Many water companies are now starting to invest in the latest cutting-edge technology, which has seen them permanently deploying ground-breaking multiparameter monitors.

One example of such on-line turbidity monitoring systems is Analytical Technology’s new state-of-the-art MetriNet, which is a brand-new approach to smart sensor technology that helps to improve compliance, reduce complaints and increase their SIM scores. This patented technology provides a flexible method for delivering information from remote locations, is designed specifically for applications in water distribution networks and allows ‘no compromise’ continuous measurement of all the main water quality parameters, including turbidity, residual chlorine, pH, Conductivity, Dissolved oxygen, temperature and many more.

At the heart of the new MetriNet system are a series of smart digital sensors, the industryleading M-Nodes that come complete with

44

all the communications protocols needed and expected in today’s digital age, as well as traditional analogue output. The M-Nodes are connected to the water supply using a ‘clickconnect’ flow cell arrangement, connected in series to minimise water usage and can run at pressures up to 6 bar. This means that ATi’s MetriNet system can be used in closed bypass arrangement to completely eliminate water loss. The M-Nodes are ultra-low powered and run autonomously for years at a time on small batteries. Alternatively, they can be powered from a local plc or telemetry system.

For those looking for a complete solution, M-Nodes can be connected to the MetriNet User Interface (MUI), which connects to up to 8 M-Node sensors and links to the outside world via any ‘ftp’ based system. The MUI also has on board data-logging with massive data storage capabilities.

Conclusion

Innovation plays a vital part in providing solutions to the challenges faced by the Water Industry. Advances in robust, highprecision and reliable network monitors are revolutionising water quality management in water distribution systems.

Understanding network behaviour by using these smart monitors allows operators to condition mains for resilience purposes, or long-term maintenance to reduce customer complaints and safeguard against water quality failures.

It is imperative that water companies choose a turbidity monitor that offers a sustainable solution, like the MetriNet, to meet the complex challenges currently facing the industry. It will ultimately help drive down complaints, increase credit ratings and result in pro-active network management to safeguard water quality for customer use. www.atiuk.com sales@atiuk.com

WATER INDUSTRY JOURNAL MARCH 2018

First phase of Mourne Wall helicopter drops complete!

The good weather on Saturday 17th February enabled NI Water’s contractors working on the Mourne Wall Restoration Project to undertake the helicopter lifts which were postponed from late last year.

40 bags of capping stones, weighing just under a tonne each, were airlifted to Slieve Commedagh, Slieve Donard and Slieve Bearnagh at the weekend, adding to the 44 bags previously lifted onto Slieve Meelmore, Slieve Corragh and Slieve Commedagh in November 2017.

The capping stones – around 450 in total, all salvaged locally and weighing between 80 and 120kgs each - will enable the contractor to complete and fully stabilise sections of the Mourne Wall that has already been repaired.

To date, approximately 9km of wall on over half of the 15 peaks has been restored using the indigenous stone lying locally to the wall. This has included putting back into place more than 2,000 capping stones without mechanical intervention.

Restoration work has now moved to the lower sections of wall around Annalong Wood. NI Water anticipates these low altitude areas will be completed before the end of March, with future helicopter lifting for further capping stone work and erosion repair scheduled for early summer.

NI Water would like to thank our main contractor GEDA Construction, sub-contractor Thomas Rooney & Sons and the Mourne Heritage Trust for their assistance with coordinating these latest helicopter lifts and is grateful to landowners and the public for their patience and cooperation while this important restoration work is ongoing.

Modular, multi-parameter water quality monitors for networks t. 0800 8046 062 www.atiuk.com

MetriNet_130x180_Water Industry Journal.indd 1

45

14/02/2018 19:40

WATER INDUSTRY JOURNAL MARCH 2018

z WASTEWATER TREATMENT & TECHNOLOGY

Innovative approach to

Peak Flow Management

Traditionally, Welsh Water have used standard storm storage treatment options to deal with significant flow management into our networks, and combined sewer overflows (CSO) before arriving at our Wastewater Treatment Works. This, along with more innovative approaches such as RainScape, a surface water management approach that includes the use of basins and planters, swales and porous paving, has been used in the past to help reduce spills to the environment.

However, with ever more stringent regulations and the need to reduce costs and keep customers’ bills low, the not-forprofit company have been investing in their innovation programme to look to new technologies and methods to help manage common problems such as this one.

As traditional solutions become less effective in delivering the required spill reductions in a cost-effective manner, Welsh Water and their Capital Alliance Partners looked to new technologies to deliver a solution for Llanelli and Gowerton catchments, in south Wales.

The Research

Through the company’s innovation

programme, Welsh Water and partners took a full desktop review and peak flow sampling to research and examine which innovative technologies could enhance their wastewater treatment works process, to allow them to treat the significant additional flows, known as Peak Flow Equivalent Treatment (PFET) to the permit requirements. In addition to a search for innovative and alternative wet weather treatment options, the company used their Technical Assessment Group Membership to access a worldwide review of ready to market or near-ready to market technologies available for trial or use in the water industry.

Following the desktop review, an external gap analysis and more detailed technology

46

treatment options assessment was undertaken

by Welsh Water’s Capital Alliance Partner Mott MacDonald Bentley (MMB), to help shortlist twelve technologies, gaining an understanding of the capability of those processes to achieving compliance with numeric permits. The twelve innovative technologies were evaluated against a range of criteria including performance, track record in similar applications, ease of operation and maintenance, ease of construction, and operating costs.

Once options were narrowed down, costs were developed and site visits undertaken and two technologies were collaboratively trialled at Gowerton Wastewater Treatment Works in south Wales.

WATER INDUSTRY JOURNAL MARCH 2018

WASTEWATER TREATMENT & TECHNOLOGY z

Cog Mag Pilot Plant Drum

Flex filter

Flex Filter by WWETCO is a simple gravity system requiring no moving parts. Through innovative application of a hydrostatic force, it filters both large and small particles through a porosity gradient within the filter. The technology was new to both the company and to the UK, although it is used in wet weather treatment in the United States of America.

In addition, Co Mag by Evoqua was trialled.

This is an innovative process that uses chemical and magnetite to make a ballasted floc to sink all solids quickly as they are denser, making settlement more efficient and increasing hydraulic capacity. Whilst not new to the UK, this technology was new to Welsh Water.

This collaborative trial was undertaken in partnership with Morgan Sindal, Sweco and MMB and covered nine months on site. It was the biggest trial undertaken by Welsh Water’s Wastewater Services team in the last 15 years, costing over £1 million.

The Trial

The Peak flow equivalent treatment was at the pilot stage when Welsh Water undertook the site trial at Gowerton Wastewater Treatment

Works from September 2016 to May 2017. The site trial reviewed how the two technologies would compare on the same influent. The results and assessment of both technologies were pulled together into a final report by Sweco, which reviewed not just the sample results but also covered areas that mattered for the application it was needed. The application for Welsh Water involves the technology to be running on a site which isn’t manned 24 hours a day. It also needed to respond quickly to weather conditions.

Results of the trial

After an overall assessment the Flex Filter was selected appropriate for the site requirements, to achieve the required outputs.

By treating the additional water arriving at the Wastewater Treatment Works, it would enable Welsh Water to enhance treatment process, making it more cost effective than the traditional options such as storage. The PFET option will save Welsh Water over £8 million against current solutions used and allowed them to work towards meeting thier deadline for achieving reduced spills by 2020, therefore improving the local environment.

47

Flex filter running

The trial work used hydraulic modelling data

by ARUP for the Rainscape program, which helped support the decision for Welsh Water to take a new, cost-effective approach to challenging flow management at Wastewater Treatment Works and meet their spill permit regulations set by Welsh Government and Natural Resources Wales.

Vicky Wilson, Asset Manager Science for Welsh Water said: “Our Innovation trial testing period has enabled us to the see the benefits of both technologies to our business and we have a much better understanding of how they operate. We will utilise the trial data further for other opportunities that we see for the Welsh Water business. This has been a very successful trial project and huge effort involving five alliance partners requiring joined up working.”

Next steps

The innovation project has now moved on to a more detailed process design stage for full scale delivery by our Alliance partners utilising the trial information. Utilising this technology will help Welsh Water to meet there permit conditions in south Wales by 2020.

WATER INDUSTRY JOURNAL March 2018

z WASTEWATER TREATMENT & TECHNOLOGY

New nanoporous metal foams uses sunlight to clean up water

A researcher from the University of Bath is leading the way in creating a new, more efficient way for the water industry to safely remove micropollutants from water without increasing their carbon footprint.

Professor Davide Mattia from the University of Bath’s Department of Chemical Engineering has been awarded a five-year EPSRC (Engineering and Physical Sciences Research Council) Established Career Fellowship in Water Engineering, to develop novel photocatalytic nanoporous anodic metal foams – a sponge-like substance - which will use sunlight to safely remove micropollutants from water.

represent today one of the biggest public health and environmental challenges in the UK as well as other countries. Present in wastewater at very low concentrations, micropollutants slowly accumulate in the soil and in ground water, upsetting the ecological balance and eventually finding their way into the human food supply chain, with a potential to cause severe adverse long-term health effects.

Micropollutants – found in toxic chemicals such as drugs, hormones and pesticides -

Existing technology comprising the majority of water treatment plants in the UK and abroad

is not capable of removing micropollutants, requiring large capital investment by the water industry to meet impending legislation requiring their removal. As such, there is an urgent need for efficient, effective and lowcarbon technologies capable of safely removing these micropollutants from the water.

The most promising technology to address this problem is photocatalysis, where light is used to speed up a reaction which breaks down organic pollutants to non-harmful constituents.

Removal of these compounds from drinking water and wastewater is extremely important for public health and aquatic life. The water sector has great need for innovations in this field, which Professor Mattia’s research can provide.

48

WATER INDUSTRY JOURNAL MARCH 2018

WASTEWATER TREATMENT & TECHNOLOGY z

Given the very large volumes of water that need to be treated and the low concentration of micropollutants, very large amounts of nano-sized photocatalyst particles are required, creating a risk of these nanoparticles leaking from the water treatment plant and accumulating in the environment, also with potentially adverse effects.

Professor Mattia’s team is developing technology that entirely foregoes the use of nanoparticles replacing them with a highly porous photocatalytic foam, thereby creating an efficient method of capturing all the micropollutants whilst preventing nanoparticulate material leaching into the environment.

Professor of Chemical Engineering in the University’s Department of Chemical Engineering, Centre for Advanced Separations Engineering (CASE) and Water Innovation & Research Centre (WIRC @ Bath), Davide Mattia, said: said: “I will be working with academic and industrial partners to retrofit existing water treatment plants to accommodate this new technology. We hope this will result in a more effective way of removing micropollutants in water without increasing carbon emissions or producing toxic by-products.

Professor Mattia added: “I am very excited at having the opportunity to address the grand challenge of micropollutant removal and am grateful to the EPSRC for their support.

“I believe our anodic metal foams represent an innovative and practical solution that water

companies will be able to integrate in their existing infrastructure without radical changes, thereby low the barriers to their adoption.”

Director of the Water Innovation & Research Centre (WIRC @ Bath) at the University of Bath, Professor Jan Hofman, added: “It is fantastic that Professor Mattia gets this opportunity for this exciting research for developing

We can help you reimagine your water R&D

fundamentally new technology for organic micropollutant removal.

“Removal of these compounds from drinking water and wastewater is extremely important for public health and aquatic life. The water sector has great need for innovations in this field, which Professor Mattia’s research can provide.”

Water Innovation & Research Centre

Through the Water Innovation and Research Centre at the University of Bath our experts work with industry, academia, and other stakeholders to tackle the fundamental issues surrounding sustainable water. Through WISE, our Centre for Doctoral Training in Water Informatics: Science and Engineering, we work with collaborative partners to train the next generation of skilled water scientists and engineers.

To explore a partnership with water research experts and students at the University of Bath for your organisation, contact water-research@bath.ac.uk.

go.bath.ac.uk/water-research

49

WATER INDUSTRY JOURNAL MARCH 2018

British Water in shape to seize new opportunities – Lloyd Martin reflects on his time as chief executive In recent years British Water has played a crucial role in bringing water companies and the supply chain together. The Water Industry Journal speaks to Lloyd Martin as he reflects on his time at the helm and his search for a successor: “British Water is the UK’s largest trade association for the water sector and we reach our 25th anniversary in 2018. It is a credit to our members and the management team that British Water is thriving and such a strong brand nationally and in global terms.

“The supply chain companies we represent now have a greater extent and diversity than they did even a decade ago. Activity extends well beyond water supply and wastewater treatment - it takes in data management companies, cybersecurity, intellectual property – areas outside the traditional scope of infrastructure and engineering.

Lloyd Martin

“The British Water team has done a fantastic job in growing the membership faster than ever in recent months. Thirty new companies have come on-board since April 2017 and we are well equipped to take on the challenges of the changing water industry.

“I’m delighted to welcome back the water companies as members too. South West Water, Anglian Water and Northumbrian Water are now fully signed up and we expect more to join.

“In recent years British Water has played an important role in bringing water companies and the supply chain together with our popular Innovation Exchange events where supply chain companies present their services and technologies to potential clients. Utilities have a lot to offer to their supply chains as well, so the benefits flow in both directions.

“As I retire later this year the search is underway for fresh leadership talent. Our members need guidance on general business best practice, and the new chief executive will need to demonstrate drive and determination to grow the organisation even as the landscape is changing dramatically. But it is a labour of love and I’ve enjoyed everything I’ve done here.”

Powered by Water programme is a smash hit Young people will be bowled over by a new interactive workshop launched by Essex Cricket and Essex & Suffolk Water, which teaches them the importance of staying hydrated and avoiding fizzy drinks throughout the day.

The water sector is changing

The Powered by Water workshop will be delivered to thousands of students over the next year, as part of Essex Cricket’s ongoing programme of activity with schools in the local area.

We can help you deal with the challenges and be ‘Future Ready’ - whatever the future may hold.

• • • • •

Ageing assets Growth Affordability Resilience Environment

• • • • •

The first Powered by Water workshops were delivered by Essex Cricket to Year 4 pupils at St Michaels Junior School in Chelmsford on Tuesday 30 January. During the session children took part in a number of interactive games, quizzes and activities whilst learning about the importance of drinking plenty of water throughout the day. The pupils also designed their own posters on the importance of staying hydrated.

Customer wishes Energy Climate change Competition Smart networks

John Devall, Water Director for Essex & Suffolk Water said: “We’re really proud to have joined up with Essex Cricket to deliver the Powered by Water programme in local schools. It’s really important that young people learn how important it is to stay hydrated, as it will assist their development, keep them healthy and give them a boost both when playing sport and working hard in the classroom.

WSP is a globally-acclaimed professional services firm. Our teams of technical experts and strategic advisors have skills including engineering, environment, planning, science and architecture.

50

WATER INDUSTRY JOURNAL MARCH 2018

WASTEWATER TREATMENT & TECHNOLOGY z

Future thinking in design of sewage pumping mains

By Martin Osborne & Matt Leedham, WSP Sewage pumping stations are a vital part of sewerage systems to ensure that low lying areas can be effectively drained. The UK water industry has at least 40 000 sewage pumping stations, many discharging through long pumping mains. It is how the pumps work together with the pumping mains that set the performance of the pumping system.

Pumping mains bursts are a common occurrence with typically 2.5% of pumping mains suffering a burst each year. This often leads to pollution of watercourses and can cause property flooding. In addition it has been estimated that as many as half of all sewage pumping systems have poor hydraulic performance and do not pump as much flow as they should or do not pump it in an energy efficient way. So what is going wrong?

The normal design approach to pumping mains is to design for a minimum velocity of 0.75 m/s to keep the main free of sediment and clean of slime and grease. To achieve this the pumps run intermittently alternating between a high flow rate to give adequate velocity and stopped with no flow.

This has several effects. n

n

The high velocities mean high friction losses and so increased energy use.

The high friction losses mean high pressures in the main and alternating running means pressure shocks that can eventually cause fatigue failure of the main.

Up to half of all pumping mains are uPVC and many are approaching the end of their asset life due to fatigue from cyclic loading. n

n

Even at this relatively high velocity the mains (especially small diameter ones) still accumulate fats and slime that reduce their capacity and further increase the pump pressure.

The sewage can become septic while it is standing in the pumping main leading to odour and corrosion problems further downstream.

WSP has recently been involved with trials of a new technique for cleaning pumping mains that can restore their original capacity. This uses ice-pigging, a plug of ice slurry, pushed through the main by pumping water in behind it. The technique was original developed by the University of Bristol for the food and chemical process industries. It was then adapted by Bristol Water for use on water distribution mains. It is a proven technique for these applications used on approximately 700 km of pipe per year across 13 countries.

In pilot projects for Severn Trent Water the technique was successful in restoring the original performance of the pumping systems giving increases in pumping rates of up to 40%; even for pumping mains that had been designed to the conventional 0.75 m/s “self-cleansing” velocity. Perhaps the same behavioural changes that are leading to fatbergs in gravity sewers are also leading to increasing fat deposits in pumping mains.

So if our current design standards are not keeping mains clean, then either we need to increase velocities even more with resulting

51

increase in pressure, energy use and fatigue failure or we accept that pumping mains will need periodic cleaning and design instead for long life and low energy.

With this new approach, pumps would run at lower flow rates but run for longer. This would give lower pressures and also fewer pressure surges as pumps start and stop; so extending the life of the pumping main. The lower velocities have lower friction losses; and so use less energy. If we could halve the velocity we reduce the energy lost to friction to a quarter.

Periodically we would need to clean the main of deposits to keep it operating properly; but experience is that we should be doing that anyway; but generally we do not.

In parallel with planned maintenance of the pumping main would be planned maintenance of the air valves installed at high points on the main. Poorly maintained air valves can lead to air pockets that also reduce the pumping capacity and can also increase the transient pressure when pumps start and stop, eventually leading to failure of the main.

So the new approach would move away from a high capex; low maintenance approach where we build a pumping main and assume that it needs no maintenance until it fails and is replaced; to a true best-value totex approach where we design allowing for ongoing maintenance of the pumping main but achieving more efficient operation and a longer life? The current update of the standard Sewers for Adoption perhaps offered a chance to change design practice; but it appears to be a chance missed. www.wsp.com

WATER INDUSTRY JOURNAL MARCH 2018

z WASTEWATER TREATMENT & TECHNOLOGY

Xelletor: Euroby offers Flottweg’s new dewatering decanter Euroby is excited to announce the arrival of Xelletor - Flottweg SE’s latest centrifuge technology.

A radically new design addresses the three “holy grails” of dewatering – cake dryness, low energy consumption and low polymer consumption - improving all three.

Flottweg have re-examined how the decanter functions and how dewatering is conventionally optimised according to the nature of the feedstock. Granular sludges usually require a shallow cone angle of about 8°. This geometry creates a large discharge diameter and hence a shallow pond; the solids usually settle quickly and the shallow cone angle facilitates discharge.

In the case of fine, pasty sludges like sewage sludge, settling is slower and the dewatering is effected by a compressive action.

A steeper cone of 15° and a smaller discharge diameter is utilised to form a deep pond, this allows a longer settling time – or greater bowl capacity, and the additional head of water

increases the compressive force on the sludge.

The limiting factor here is the scroll body which hinders the development of an ideal “super-deep pond” machine.

to assist cake transfer past the dip weir by hydraulic pressure, with more energy savings.

So – what does this mean for the operator?

Flottweg have looked at modern engineering construction techniques and, taking a leaf out of the motorsport book, replaced the scroll body with an open space-frame on which the flights are mounted.

The design results in an extremely deep pond – with perfect axial flow. Whereas previously the feed stream was introduced in to the pond radially, with a great deal of turbulence – and associated energy losses, the Xelletor feed stream is axial and meets the liquid surface with a minimum of disruption resulting in smooth feed acceleration and low vibration.

The use of a “negative dip weir” permits the use of a large discharge diameter for the cake, but a small diameter for the centrate.

The centrate discharges at a small radius and less energy is lost at the discharge point, also, the greater depth behind the dip weir serves

Tests at the end of 2015 against “conventional” Flottweg decanters showed the following improvements: n 2 % higher cake dryness, or… n 2 kg/tD.S. lower polymer demand n 40 % saving in power consumption (compared to a traditional decanter, in this case a Z4E) n Smooth operation – low vibration n No more wear in the feed chamber, because there is no feed chamber n Variable feeding point, adjusted by varying the length of the feed pipe For further information please contact www.euroby.com

£5 million Sewer Improvement Project Underway for Ormeau Avenue/Dublin Road Area NI Water is pleased to announce that work has commenced on a £5 million project to improve the sewerage infrastructure in the Ormeau area, which will include Ormeau Avenue, Dublin Road, Bruce Street, Sandy Row and sections of the lower Ormeau Road.

Work will commence this week – week commencing 5th February 2018 on Adelaide Street, with work progressing from the Ormeau Avenue end. We anticipate that this phase will be completed in May 2018.

During this time, a lane closure will be in place on Adelaide Street, however normal traffic flow will be maintained. Parking restrictions will be in place in the vicinity of the works. Site investigation work will continue in the car parks on Bruce Street.

NI Water has liaised closely with the Department for Infrastructure and other key stakeholders during the planning of these works, and will continue to do so as the work progresses.

David McGrath NI Water’s Senior Project Manager said: “Work is now underway on this essential Sewer Improvement Work, which will reduce the risk of Environmental

pollution to the River Lagan and sewer flooding in this part of the sewerage network during periods of heavy rainfall.

The project will also accommodate future growth and development in Belfast City Centre and the wider Dublin Road/Ormeau area, allowing for new connections to the upgraded sewerage network.

“There has been flooding in the area in the past as a result of blockages in the sewerage system caused by fats oils and greases (FOG). This project will improve the sewerage infrastructure in the area but that doesn’t mean customers in the area should become complacent with disposing of FOG, everyone has a role to play in keeping the drains clear and fat free. The effects can be devastating and costs NI Water thousands of pounds per year to clear the blockages that occur.”

As with all work of this nature, there will be traffic disruption in the area, which will include lane closures at various locations as the work progresses. There will also be a reduction of parking availability within car parks in certain areas and relevant signage

52

and traffic management will be in place as we move to different areas.

We will continue to keep businesses and residents in the area informed of progress, through direct day-to-day contact on site and regular updates through Belfast City Centre Management. As the work progresses we will provide our best estimate of timescale for the completion of each section of the project as the work progresses. However, as with any large and complex capital project, adjustments to timeframes are to be expected.

As proud partners of NI Year of Infrastructure 2018, NI Water is helping to raise awareness of how infrastructure underpins our lives. This £5 million investment in the Ormeau area is an excellent example of the importance of our infrastructure to help reduce the risk of flooding and protect the environment. For further information log on to Infra2018.org To view the impact of FOG on our sewers visit: www.niwater.com/fats-oil-andgrease-fog/

WATER INDUSTRY JOURNAL MARCH 2018

WASTE WATER z

QUALITY PRODUCTS AND SERVICES

SUPPLIERS OF LIQUID & SOLID SEPARATION TECHNOLOGIES TO THE WATER & INDUSTRIAL MARKETS

Flottweg centrifuge technology

Filter press technology and spares

Mobile/contract dewatering

SALES RENTAL MAINTENANCE REFURBISHMENT SPARE PARTS

Euroby Ltd New Dawn House, Gorse Lane, High Salvington, Worthing, Sussex BN13 3BX T - 01903 69 44 00 F - 01903 69 44 77 E - sales@euroby.com www.euroby.com 53

WATER INDUSTRY JOURNAL March 2018

z WASTEWATER TREATMENT & TECHNOLOGY

Belzona keeps power plant pumping for 37 years and counting Pumps are at the heart of any fluid handling system and notably are the second most common piece of machinery used in general industry. Coupled with a heavy reliance on pumps and the detrimental effects of erosion-corrosion, pump efficiency can deteriorate significantly over years in service, simultaneously resulting in increased energy costs. In-service deterioration cannot be negated completely, in fact, designing a pump that is totally immune to these effects is virtually impossible. However, through the use of protective polymeric coatings, which provide an additional barrier against the effects of corrosion, erosion and cavitation, pumps can significantly exceed their original expected design life.

In some instances, the lifespan of pumps that have been coated using polymeric systems have been dramatically extended. Notably, cooling water pumps at Vales Point Power Station in New South Wales, Australia, are still functioning efficiently after being initially repaired and coated using polymeric systems back in 1980, spanning an in-service period of 37 years.

Exposing the galvanic nightmare

Towards the end of 1978, the opportunity was taken to examine two main cooling water pumps, following a turbine seizure, with inspection revealing a vast amount of damage. Together, the high velocity salt water, alongside prolonged immersion in a solution featuring hydrogen sulphide, methane and considerable decaying marine life, had created a severely corrosive environment.

In addition, the pump’s composition included an assortment of stainless steel castings, austenitic cast iron, standard grey cast iron, with just a touch of phosphor bronze. Fundamentally, this contributed to a galvanic corrosion nightmare. Furthermore, some of the marine growth, including crustaceans, had incredibly penetrated up to 0.5 inches (12.7mm) into the cast iron. At this stage, temporary repairs were made by fitting false flanges and using a tar epoxy coating. The pumps were put back into service and the power station made immediate enquiries into replacement components.

Polymeric solution offers viable alternative

Amid enquiries at the beginning of 1980, Senior Maintenance Engineers from the power plant consulted Belzona’s Australian Distributor, Rezitech, to discuss the repair and protection of the cooling water pumps with polymeric solutions. Existing pump applications using polymeric materials highlighted answers for identical problems that the Engineers were investigating. Therefore, interest culminated in a request to inspect the pumps and advise on the possibility of repairs. Shortly after, partial restoration of one of the main cooling water pumps began, with the work being completed in 12 days and the pump returned to service.

Impressed with the visual results, it was decided to carry out a full reclamation on the next pump.

Each pump measured a total of 52ft (15.8m) in height, dictating that the repairs were completed in a quarry off-site; in part, due to local regulations restricting grit-blasting in an industrial area. Following the appropriate surface preparation, the extent of the metal loss was revealed to be extreme, particularly due to vastly graphitised areas deteriorating the metal work further. Using a ceramicfilled epoxy-based repair composite, efforts began in earnest to rebuild the various pump components, including the suction bell, diffuser, impeller and drive shaft. Due to the ceramic composition of the repair material, it offered significant erosion-corrosion protection, versus welding new metal into place. In addition, the cold-applied systems

54

ensured the elimination of hot work, which could potentially cause further weaknesses in the already vulnerable metal and prolong the threat of galvanic corrosion.

In addition, this material was ideally suited to be over coated with a ceramic-filled coating to ensure long-lasting performance in the face of erosion-corrosion and chemical attack.

Applicators ensured maximum protection by coating each component internally and externally, providing the pumps with a further barrier against aggressive marine growth. The pumps were inspected every month thereafter and seventeen months later, a diver’s report indicated that the pumps were still in perfect condition.

Maintenance remains the key to longevity

Since then these pumps have been maintained on a regular basis using Belzona systems. Over time, product selection has since changed, with the original materials being replaced by an internal coating of Belzona 1321 (Ceramic S-Metal) and external protection achieved using Belzona 1341 (Supermetalglide). There can be no doubt that if it were not for polymeric materials, these pumps would be out of commission and, in all probability, scrapped eventually, well within their projected life. The full lifespan of the pumps was estimated at ten years and this has been exceeded dramatically without the need to replace, highlighting the longevity which polymeric coatings can provide.

WATER INDUSTRY JOURNAL March 2018

WASTEWATER TREATMENT & TECHNOLOGY z

A whole world of solutions.

Discover the latest repair and protection solutions for the Water and Wastewater facilities.

• • • •

Chemical resistant protective coatings Cold bonding metal repairs Enhancement of fluid handling systems Fast-curing concrete rebuild

Solve thousands of Wastewater Industry problems. Future proof it. Belzona it. www.belzona.com/wastewater

Our product range offers value to a range of applications within areas of drinking water, wastewater, leisure resorts, food processing, breweries, mining, power generation, facilities management and mainstream industrial processes. n PolyBlend Polymer Feed Systems n Encore Pumps and Liquid Feed Systems

n Dry Chemical Feed Systems n Varea-Meter Variable Area Flowmeters

Find us on

Email: aran.bray@waterprocesssolutions.com Telephone: 01622 719945

www.waterprocesssolutions.com

55

FLOW CONTROL REGULATORS The control and storage of the water flowing through the foul and surface water networks

HydroSlide®

ElectroSlide®

Mechanical, non-powered flow control

Actuated level control discharge regulator for 5 - 3,500 L/s

Can be designed and provided with a complete control centre package.

Can be configured to provide varying ‘stepped’ flow rates.

Sewer flow control

Continuous and constant actuated flow regulation

Surface water flow control within SUDS systems

Programmable blockage recognition and clearance

Controlled discharge of +/- 5% of storm retention tanks

Exact flow control, even with surcharging backwater

Flow control into sewage treatment works Prevention of downstream flooding Utilisation of the upstream storage volumes within the sewer network Available within the Micro Drainage and Causeway ‘Flow’ design software packages

Simple flow rate change within bespoke software Terminals to remote control system included Can be installed on upstream or downstream Rigid, stainless steel Easy to retrofit in existing tanks and shafts Inexpensive installation with instruction Flow measurement downstream as an option

The HydroSlide and ElectroSlide family of flow control units are designed to accurately and reliably control the pass forward flows throughout an impounding upstream head range enabling compliance with discharge rates and possible reduction of storage volumes.

OTHER FLOW CONTROL SYSTEMS AVAILABLE HYDROBEND – VARIABLE WEIR

HYDROGUARD

ELIQUO HYDROK LTD I T 01726 861 900 I sales@eliquohydrok.co.uk

HYDROSTYX

ACTUSLIDE

www.eliquohydrok.co.uk

WATER INDUSTRY JOURNAL MARCH 2018

Leading pump rental specialist Selwood provides green-friendly solution to overpumping job An environmentally-friendly and highlyefficient solids handling pump provided the ideal solution when Selwood was called upon to assist with a complex operation.

Wessex Water contracted Bridges Electrical to carry out upgrades at Westover pumping station, near Langport, in Somerset.

The upgrade work included replacing pumps, fitting new stools, replacing control valves and concrete repairs to the base of the wet well at the pumping station, which is strategically important and is in an environmentallysensitive location on the edge of the River Parrett.

The challenges were several-fold. Temporary overpumping was required to deal with all incoming flows from the surrounding area and deliver through a 500m existing underground rising main through to Langport sewage treatment works.

Overpumping had to be capable of providing up to 70 litres/sec at 27m total generated head – a challenging task indeed.

Further issues to overcome were lack of space available within the perimeter of a very small pumping station. There was not enough space to place a traditional end suction diesel pump and access to the manhole was so small that a traditional electric submersible pump was out of the question.

Given the station’s sensitive location, a pumping solution using electric rather than diesel drive was highly desirable.

The experience and knowledge of Selwood’s pump rental specialists came to the fore when a site survey was carried out, including discussing the various options with the client.

Selwood was able to provide a bespoke solution by supplying one of the new S200 electric drive pumps – a model that was able to match the incoming flow and rising main head requirements for the operation.

The S200 is part of the market-leading solids handling S range that are renowned for their trouble-free pumping of raw or screened sewage, sludge or slurry, water with fine and large solids, and water containing rags and fibres. The S200 features a capacity of 560m3/h, a total head of 23m and can transfer solids sizes of up to 100mm.

Due to the confines of the site, standard 8-inch wire armour hoses were deemed to be too long and did not provide enough flexibility.

Eight-inch flanged composite hose, supplied in shorter 5ft lengths and significantly more flexible that wire armour hose, proved to be the optimal solution.

Selwood also provided a 200kw inverter control panel with ultrasonic control panel and transducer. Installed and programmed

by Selwood’s own electricians to the requirements of the client, it provided ease of use throughout the application.

Phil Ingleheart, Framework Manager for Selwood, said: “Our solution meant that the customer benefitted from an environmentallyfriendly auto prime electric pumping regime, saving the cost of running diesel driven equipment.

Fin McDermott, Senior Project Manager for Bridges Electrical, said: “Selwood’s response time to the enquiry should be commended.

“Phil Ingleheart was made aware of the criticality of the works and attended a site meeting to review the requirements without delay.

“While on site scoping the requirements, safety was at the forefront of Selwood’s surveying process and their specialists completed a site-based risk assessment to ensure access, lifting, and security were considered with each step.

“I was impressed by their commitment to having a full appreciation of the site restrictions and a detailed understanding of the pumping requirements.”

Fin added: “While on site Bridges and Selwood worked in partnership to install and commission the overpumping system.

“This collaboration speeded up the installation time and prevented delays with refurbishment of the wet well.

“Thoughout the rental period, Selwood maintained regular communication to ensure correct performance of their equipment being rented.

“In addition, this was a friendlier solution to the local environment by eliminating the risks of diesel fuel spills near the river.

“A difficult job was made simpler with collaboration of the Wessex Water team and Framework suppliers.”

“By developing very good working relationships at all levels between Bridges Electrical and Selwood and the client Wessex Water, this made it possible for all parties involved to have an input in open discussion and find a robust solution together.”

Selwood is the number one pump rental solutions provider in the UK and its products are backed by decades of innovation.

57

For more information visit www.selwood.co.uk

WATER INDUSTRY JOURNAL MARCH 2018

z NEWS

Safeguarding critical national infrastructure against intrusion or attack With the issue of national security at the front of everyone’s mind, utility companies and their suppliers, not to mention Government ministers and advisors, have never been more aware of the importance of keeping the nation’s water supply and its critical infrastructure and equipment secure.

The Centre for the Protection of National Infrastructure (CPNI) has advised public sector organisations which own parts of the Critical National Infrastructure, on design improvements to protect them from the effects of chemical, biological, radiological and nuclear (CRBN) agents. And measures have been taken by all of our water companies to safeguard against chemical and physical attack.

All water utilities new build sites will be obliged to meet the current Government directives but, of course, the far bigger challenges come from bringing existing, ageing sites up to date so they too meet these high standards.

Sue Paton, Sales and Commercial Director of Morgan Marine, who design, engineer and manufacture security housings, kiosks, enclosures and barsets for the utilities industries, says: “Much work has been done across Britain to bring our water infrastructure up to date.

“But of course many of the buildings and their associated networks of pipes and underground workings were built by the pioneering Victorians to the standards and with the materials of the day.

“This means we have some highly decorated municipal buildings dotted around our landscape, but they do need very regular

upgrading to meet our modern, stringent security standards.

“This work is being done as part of a rolling programme by all of the major water companies.

“As leading engineers and manufacturers of specialist LPCB security rated products, we carry out detailed assessments of water sites and advise about the tools and products needed to safeguard water infrastructure – whether this is Victorian infrastructure, or whether this is the more modern kiosks and housings that need to be modified to meet newer security standards.

“To illustrate, we have multiple sites in our current order book which we will upgrade by throughout 2018. As far as the fabric of key buildings is concerned, they would frequently have been fitted, back in Victorian times, with handsome mahogany doors, which, tycpically might have been added to with glass panels in the 1970’s.

“These have to be removed and replaced by security tested steel. Similarly the windows, air vents and any other possible access points in these old buildings need to be assessed and made secure with the kind of rigorously tested bar sets we produce.

“For water utilities companies, their equipment isn’t just housed in buildings,

58

kiosks and housings, but it extends to pipework, wells and chambers, all of which need to be protected so they don’t become the soft underbelly for potential intruders or attackers.

“We launched a new product at the most recent UK Security Expo which is particularly useful in this regard and it is a product many of our regular clients asked us to engineer and manufacture. The new Trojan LPCB SR3 and 4 single and multi leaf access covers are particularly valuable to clients in the water sectors by helping to secure chambers – whether these are dry or wet wells, access to valves, or chemical fill points. CPNI advice is consistent in its recommendations that effective physical security of any asset is achieved by multi-layering different measures – a practice commonly referred to as defencein-depth.

“The concept is based on the principle that the security of an asset is not significantly reduced with the loss of a single layer, since there are many such layers. So, considering physical security requirements when you are at the design stage of a facility or enclosure, is key.

Making sure you have a robust access control and locking systems, and being able to detect any physical or chemical breach – these are all part of that layering approach that helps to keep our vital Critical National Infrastructure secure.”

WATER INDUSTRY JOURNAL MARCH 2018

Glenfield Valves – Sloy Hydro Station Refurbishment

1

Glenfield Valves Limited was recently awarded a contract by Dales Engineering Services Ltd for overall client Scottish and Southern Energy (SSE) to refurbish two Needle Discharge Valves – one 48” and one 12” on the Sloy Hydroelectric Power Station.

In May 1945 construction began on the Sloy Hydroelectric Power Station on the banks of Loch Lomond in Scotland. The power station was completed five years later and was opened on 18th October 1950 by the late Queen Mother - It is still the largest conventional hydroelectric power plant in the UK. The Loch Sloy Dam, built as part of the project, is 56m high and 357m long and raised the surface level of the loch by approximately 47m. The resulting Sloy Reservoir has a 17km2 direct catchment area, although various pipes and intakes have provided a further 63km2 of the indirect catchment area. The total volume of water held in the reservoir by the dam is approaching 36million m3, and a 3km long tunnel takes water from Loch Sloy to a valve house positioned approximately 197m above the tank. From the valve house, four DN2000 steel pipes carry the water down into the powerhouse that is situated on the west coast of Loch Lomond.

Jim McAllister, Glenfield Valves Project Manager for the project, explained about the valves and the company’s involvement.

“The Needle Discharge valves are the original ones fitted in the 1960’s by Glenfield Valves, and it is the first major refurbishment they have had. We still have the original drawings in our extensive technical library that enabled

us to understand what was needed for the refurbishment.”

The valves are then fully assembled, painted and hydrostatically tested.

The valves were originally removed by Dales Engineering Services Ltd and were delivered to our workshop.

We received a visit from the Dales Engineering Services Limited and SSE Engineers who witnessed the successful testing of the valves post refurbishment. The SSE engineer commented that he looked forward to another 50 years of successful operation.”

From there the Glenfield Valves engineering team were able to remove and replace the bronze seat and face rings on both valves.

The most challenging aspect of replacing the seat and face rings is ensuring that the ‘bedding’ or “lapping” between the seat and face rings was accurate. This is done by hand and is an highly skilled process; one which is fundamental to successful and cost effective valve refurbishment.

Jim explained, “During the assembly, we have to rebuild all the gearing within the valve and replace the bronze piping for the grease lubricating pipe. We then have to undertake the ‘lapping” element to match the seat faces - this is also carried out by hand. It entails introducing a marking dye on one surface and then closing the valve until the two surfaces are engaged. This indicates the high points on the surface that have not been dyed. It is then that the most intricate and skilled aspect of the works takes place. The engineer fitter has to file or grind the surfaces by hand until they are completely engaged and ‘drop tight’ – no leakage whatsoever!

60

For further details on the Sloy Hydroelectric Power Station scheme, please contact: Jim McAllister Project Manager Glenfield Valves jim.mcallister@glenfield.co.uk 07810 377246

Member of the

group

WATER INDUSTRY JOURNAL MARCH 2018

2

The Needle Discharge valves are the original ones fitted in the 1960’s

by Glenfield Valves, and it is the first major refurbishment they have had. We still have the original drawings in our extensive technical library that enabled us to understand what was needed for the refurbishment.

3

4

5

6

Jim McAllister Project Manager

1

Leaking valve before refurbishment

2

48� valve piston assembly

3

Seat machining

4

Final assembly

5

Refurbished gear box

6

Refurbished valves returning to site

61

WATER INDUSTRY JOURNAL March 2018

Brenntag UK & Ireland hosts inaugural safety day Setting the standards for the distribution of chemicals The inaugural Safety Day, organised by Brenntag UK & Ireland, was attended by number of the leading companies in the water, recreational leisure, life and material science industries, including Thames Water, Solstar Europe, Veolia Water Technologies, Wessex Water, Yorkshire Water, South East Water, United Utilities, Welsh Water, EDF and others.

The theme of the event being “Setting the standards for the distribution of chemicals”, Brenntag safety representatives were joined by some of the key experts in the supply chain.

Held in Wychwood Park, Crewe, the day was opened by Brenntag UK & Ireland President Russel Argo, who outlined the agenda and the key learning objectives. Fred Worle, Brenntag UK & Ireland Operations Director, shared some personal experiences and set the scene for the pertinent topics of the day, introducing Ken Woodward OBE, whose highly inspirational talk really drove home the message of the importance of safety in the workplace.

Among the presenters was Richard Scaife, Director for The Kiel Centre, who delivered a thought provoking discussion on the human aspects of safety culture, and Peter Newport, CEO for Chemical Business Association (CBA).

Peter Newport’s presentation titled “Security in Distribution of Chemicals” discussed the changing profiles of security in the distribution of chemicals and initiatives on the prevention, detection and response to terrorism both in the UK and EU, an overview of the existing and developing regulatory frameworks, the role of partnership programs and industry voluntary initiatives with regards to raising awareness and capacity building.

The delegates were joined by safety representatives of Brenntag EMEA - Gordon Hay (Operations Director) and Ingo Legermann (HSE Manager) who shared Brenntag’s experiences on a European level on company’s journey to building the safety culture across the organisation.

The day followed with a number of interactive workshops ran by selected companies including: “Active safety systems in fleet management” by Volvo and Thomas Hardie; “Material handling in the workplace” by Briggs Equipment and Pyroban; “The Watermelon Effect: Does a green dashboard mean a health facility?” by ABB and “Safety optimisation of bulk storage, offloading and distribution of hazardous liquids” by Chem Resist. One of the sessions, run by Brenntag IT Manager Martin Peberdy, introduced the new Mobile Delivery Management Platform and further discussed the benefits and advantages this innovative digital technology offers to Brenntag partners.

Fred Worle said: “Safety is at the core of everything we do at Brenntag. We recognise

62

that as a distributor we sit at the very heart of the supply chain and therefore, in ensuring that we get it right and do it safely every time is integral to the success of our business partners, and I would like to extend our specific thanks to Thames Water whose yearly safety seminars inspired us to hold our event. We hope that the delegates not only found our Safety Day of interest, but that the scenarios, examples and initiatives discussed and showcased by Brenntag, our suppliers, associates and of course

by Ken Woodward OBE, will help to improve safety in the chemical distribution sector and the wider environment. “ Russel Argo added: “We were absolutely delighted with the industry response to the topics discussed.

We very much hope that the Brenntag Safety Day will further facilitate the ongoing conversation on safety, quality, service and innovation, as together we strive to make the chemical industry a safe and enjoyable workplace for all.”

As part of their ongoing commitment to Safety, Brenntag are organising additional Safety Days across the UK & Ireland throughout 2018.

Just a note of appreciation for the Safety day, really well organised, informative and very professional (John M Kennedy, Solstar Europe Limited) I would just like to thank you for the day and the opportunity to attend. A well run event, you must be so proud of the company you work for and the team that made this all possible. Thanks Again!

(Brian Malam, Veolia Water Technologies)

Securing National Infrastructure

LPCB Security Housings, Doors, Bar-sets, Cages and Access Covers Steel and GRP Buildings and Cabinets Tested to LPS 1175 SR2 and SR3 and SR4 Please refer to Red Book Live for full listings

Morgan Marine Ltd., LlandybĂŻe, Ammanford, Carms SA18 3GY

Telephone: 01269 850 437 Email: sales @morgan-marine.com Web: www.morgan-marine.com

Facebook “f ” Logo

SELWOOD

Pump Rental & Sales Solutions

Quality pumps for all solutions Selwood’s pumps are renowned across the water and wastewater sector for their reliability, performance and efficiency.

We are proud of our unique position as the leading rental company in the UK and a leading manufacturer of pumps. It means we are able offer a full range of quality units for the most demanding applications.

All our products are supplied with the guarantee of specialist technical support, outstanding customer service and 24/7, 365 days-a-year emergency response.

Call us today or visit our website to find out how we can help you with your pumping requirements.

03330 142000

www.selwood.co.uk

Branches Nationwide

CMYK / .ai

Facebook “f ” Logo

CMYK / .ai