customer service

Customer service is what our business has been built on since we launched in 1971. Our success comes from delivering a professional service with a family business ethos – something that sets us apart from our PLC competitors.

Our customer service commitment

• We are proactive, working to understand our clients needs and what’s important to them

• We establish clear points of contact early on and brief our team on client codes of conduct

• We are quick to identify problems and find solutions

• We keep our customers informed at all times, whether working on the public highway or private property

• We follow the ‘Considerate Constructor’s Scheme’ and closely monitor our performance

• We are good neighbours, working with the local community to minimise disruption and expedite our works

We have a dedicated Customer department to help our water clients to deliver excellent customer service. Our customer liaison staff and planning team ensures that our stakeholder management plan is delivered effectively through timely, proactive communication with customers and key stakeholders.  This reduces the number of escalations and unwanted contacts ensuring a consistent message is delivered throughout the duration of any project.  

C-MeX

We recognise that our people are often the public face of our clients’ businesses so we do everything we can to keep our clients customers happy. 

For water company clients, this means we directly impact their C-MeX, a key performance output based on how customers feel about the service they receive. 

We make sure we have a positive impact on our clients’ C-Mex evaluation by proactive engagement throughout the duration of works, being open and transparent and keeping customers well informed, responding in a timely, professional manner, completing works to the satisfaction of impacted residents and businesses.