Anglian Water

As the supplier of water and wastewater services to over 6,000,000 customers in the East of England and close to 4000 employees it is our aim to ensure our customers have a reliable water and water recycling service. Although we will do our best to ensure you do not suffer an interruption to your water supply, unfortunately interruptions do happen. When interruptions to services occur we use our WaterCare register to quickly identify vulnerable customers who may need some extra help. WaterCare can provide that additional assistance to people with dementia; therefore it is important that they and their carers are aware of the service we offer. As a regional company we aim to share best practice amongst our professional partners through hosting events and attending LRFs. Our aim is to promote the role of the water company especially with regard to the vulnerable. WaterCare can provide that additional assistance to people with dementia; therefore it is important that they and their carers are aware of the service we offer. As a regional company we aim to share best practice amongst our professional partners. Through hosting events and attending LRFs we aim to promote the role of the water company especially with regard to the vulnerable.

Updated:
12 August 2016
Location:
East Midlands
Sectors:
Utility
Local Alliances:
East Midlands Regional Board

1. Action Plan

1. The National Dementia Declaration lists seven outcomes that the DAA are seeking to achieve for people with dementia and their carers. How would you describe your organisation’s role in delivering better outcomes for people with dementia and their carers?

Anglian Water’s role in helping to deliver better outcomes for those living with Dementia and those caring for these people is vital.  In order to achieve this we ensure that we undertake a programme of education within our business, educating our customer facing colleagues on how to identify and approach someone they believe has dementia as well as offering our staff who are living with dementia the appropriate support services they need. 

For our customers, we have WaterCare and we ensure that this is promoted at every opportunity whether it be in the LRF’s or just through our own media channels.  We’ve recently worked with Northamptonshire Police on work regarding bogus callers, and hope to replicate this work with other areas in our region. Promotion of this service is key, it is a self registration/third party registration service, so in order to benefit from it, we need to ensure our customers are aware it exists.

2. What are the challenges to delivering these outcomes from the perspective of your organisation?

The biggest challenge for our company is raising awareness and promotion of this service to the people that need it most.  That means identifying the organisations best placed to help us achieve this, using our own media channels effectively to get our messages out.  Using networks like the Dementia Action Alliance we can achieve our goals, and also to generally raise awareness of dementia.

2. Actions

  • Raising vulnerable customer awareness

    Raising vulnerable customer awareness internally through our ‘team talks’ to make employees aware of who are vulnerable customers are and their needs.  Collect feedback to assess understanding and confidence. 

    Status:
    Planning

    2013 - Fourth Quarter update

    In progress

    2013 - Third Quarter update

    In progress

    2013 - Second Quarter update

    In progress

    2013 - First Quarter update

    In progress

  • Raising awareness externally of our WaterCare register and Bogus Caller information

    Raising awareness externally of the work we do to protect its vulnerable customers by holding vulnerable person events – at these events we invite a wide range of partner’s i.e. Voluntary Sector, County Councils, Trading Standards and Health.  This will enable us to better understand external partner’s obligations and responsibilities. 

    Status:
    Planning

    2013 - Fourth Quarter update

    In progress

    2013 - Third Quarter update

    In progress

    2013 - Second Quarter update

    In progress

    2013 - First Quarter update

    In progress

  • National Doorstep Crime Protocol

    Encourage good practice in line with the National Doorstep Crime Protocol by ensure customer facing employees are fully aware of their responsibilities.  Use our internal ‘team talk’ to raise awareness. Collect feedback to assess understanding and confidence. 

    Status:
    Planning

    2013 - Fourth Quarter update

    In progress

    2013 - Third Quarter update

    In progress

    2013 - Second Quarter update

    In progress

    2013 - First Quarter update

    In progress

  • Identify ‘hot spots’ for bogus callers

    Work with trading standards and media to identify ‘hot spots’ for bogus callers.  Promote the national doorstep protocol to raise awareness about distraction burglaries. 

    Status:
    Planning

    2013 - Fourth Quarter update

    In progress

    2013 - Third Quarter update

    In progress

    2013 - Second Quarter update

    In progress

    2013 - First Quarter update

    In progress

  • Review the WaterCare leaflet

    Review the WaterCare leaflet to ensure it is right for its target audience and amend according to feedback 

    Status:
    Planning

    2013 - Fourth Quarter update

    In progress

    2013 - Third Quarter update

    In progress

    2013 - Second Quarter update

    In progress

    2013 - First Quarter update

    In progress

  • Sharing of personal data with external partners

    Exercise the sharing of personal data with external partners to ensure understanding of the process and lessons learned ahead of any incident or emergency.

    Status:
    Initial Scoping

    2013 - Fourth Quarter update

    In progress

    2013 - Third Quarter update

    In progress

    2013 - Second Quarter update

    In progress

    2013 - First Quarter update

    In progress