Water as a precious asset
A Yorkshire Water case study

Page 1: Introduction

We all have different needs. If you were asked what they were you might talk  about the need to buy a motor bike, to have enough money to go out on Friday night or to buy some new clothes. Water affects all of our lives in many different ways but it is probably something which is not instantly associated with your needs because it is taken for granted. Think how many times a day you use a...
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Page 2: Changing customer expectations

1st September 1989 was a critical date for the water industry in England and Wales. It was the date which signalled the reorganisation of the water industry through the process of privatisation. Yorkshire Water Plc became one of the ten Water Service Companies (WSCs) in the UK formed by the Water Act of 1989. Its core responsibility was to provide water supply and sewerage services to an area of...
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Page 3: Quality standards

Drinking water quality is constantly tested for a very good reason, that of safety. Drinking water must be safe to drink. During a normal year, more than 500,000 regulatory tests are carried out with many more operational tests. Tests have shown that drinking water has been of excellent quality in 99.7% of samples. When a very small number of standards have not been met, investigations are carried...
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Page 4: Improving services

Yorkshire Water’s commitment to improving services and meeting standards does not just relate to the provision of water supply and sewerage services. There is another dimension which goes beyond water as a product and its price, that of customer service. Customer service involves using customer care to differentiate services from those of other organisations. There are many reasons for...
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Page 5: Environmental issues

As we can expect, much of what Yorkshire Water does, either affects or is affected by the environment. As it develops a relationship with its customers, Yorkshire Water also has to take into account the interaction of its activities with the environment. In fact, a stated objective of Yorkshire Water is to improve the environment. It has an Environmental Charter to support this...
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Page 6: Conclusion

It is also realised that many of Yorkshire Water’s sites are of special interest to visitors young and old, including over 50 reservoirs where walking and other recreational activities take place. Yorkshire Water has 11 Education Centres across the region which can be pre-booked for visits. These centres include water and waste treatment works, a museum and a nature reserve. Such centres are...
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