Agenda item

Complaints

Minutes:

In the period from January 2019 to today’s date, there had been 25 complaints compared 10 complaints over the same period in 2018.  It was also noted that there had been five different complainants in 2018, but 13 different complainants this year, some having not made contact for several years.  It was confirmed that there had been 22 complaints direct to SWW this year and this mirrored the hot weather conditions.

 

The issue of communications is regularly remarked upon by complainants and an example was given where it took five days after the initial call to get a call back on the issue.  This may be due to a lack of understanding by the call handler and the incorrect action being taken.

 

Once a complaint is received via the call centre, the complaint would be logged and passed to the dispatch team who will then issue the job.  It was acknowledged that although there are regular complainants, the call handler has no history of the case.  In such cases where the complainant was disappointed with action or communication, Toby Armes could contact the complainant as part of the escalation process.

 

If SWW were aware of a breakdown on site, a polygon is placed on the system to enable the call handler to provide appropriate information to the caller.  This would continue and assurances were given that information is as clear as possible in terms of timescales.

 

It was suggested that the residents representatives of this group could be contacted via a group email to enable them to communicate outwards to other residents at any time where there were planned works and a potential risk of odour.

 

Further examination was required on whether residents could enter their postcode online to get information about the problem being experienced.  This is similar to the system used for burst mains, so the systems were in place, but further checks were required on whether resources were available to achieve this, and also taking into account factors such as wind direction etc.

 

A complaints log was circulated that detailed which complaints related to each operational issue, eg a breakdown.  There were occasions where they were unable to link any activity to a complaint.  Following instalment of the new ropes to the scrapers, no further issues were anticipated. 

 

Cake is the semi-solid material produced as a by-product of treating sewage and is removed on a daily basis.  The new agreed communication method should also advise of any backlog of cake that needs to be removed as it has potential for odour.

 

Another issue highlighted on the log related to a problem with the inlet pumps.  Flow meters had been installed to the inlet to show how much was being pumped into the works, and this had failed one evening.  This was an example of where residents/ECC/Environment Agency should have been contacted as it had the potential to generate odour.

 

Any problems that arise overnight will be the responsibility of the duty manager who may have to prioritise resources out of hours.

 

A representative from the pipes and pumps network team had been invited to attend future meetings, which will cover issues such as manhole covers and pump stations.  The Group welcomed this.

 

Robert Waddle would circulate a diagram of the escalation process which could be fed back to complainants.  There was no trigger in terms of the number of calls received; they were all dealt with in the same way.

 

As part of this process, it was felt it would be useful for the Customer Support Team to have a copy of an action plan detailing all outstanding jobs so they can factor in communication around potential odour risks.  However, it was noted that there were no outstanding jobs as part of future investment, although a review of the barn where the cake is stored would be undertaken with costings.  The review would examine whether the barn could be enclosed, but this would then require the installation of an extraction system.

 

Covers on two inlet skips had been installed.  This was currently working well, and there were another three skips to do.  In addition, there are another two skips where the grit is expelled where this could be utilised as well. Members of the group would be informed when these works had been completed, and it was suggested that a site walk-around could take place at the next meeting.

 

There is a link with the weather in terms of odours as the effluent is stronger, especially over sustained dry weather with no dilution.  Wind also plays a factor – if there is no wind, odours stagnate. Particular reference was made to Sundays when the odours seemed to be stronger, and this could be due to more people being at home.

 

The group discussed the development of 100 new homes being built very close to the works.  It would be advantageous to build good PR between SWW and the residents of this development.  Once properties are occupied, it would be prudent to open up the works for heritage days to give residents an opportunity to visit the works.

 

It was noted that the other factory in the city which could give rise to odours was based in Marsh Barton and was a very different odour so was unlikely to be confused.  A tidal odour had also been noticed in the past which relates to algae breaking down in the river which can give off a similar smell and can also show as a slick on the river, but this was naturally occurring.

 

Agreed that:

 

(1)  An email group be set up to include Environmental Health, Environment Agency, Waste Water Services Operations Manager, Countess Wear Assistant Manager and residents representatives to advise of any planned maintenance or where there are issues identified on site;

(2)  Customer Support Team Manager to investigate if the online system used for burst mains could be utilised for odours

(3)  Customer Support (Toby Armes) to be the contact in escalation of cases

(4)  Customer Support Team Manager to circulate a diagram of the escalation process

(5)  Group members to be informed when the remaining skips had been covered.

Supporting documents: