Fast action on drain blockage praised by customers

A couple who could not use their kitchen sink or bathroom because of a drain blockage have praised Lanes Group plc drainage engineers, working for Amey on behalf of Severn Trent Water, for their rapid assistance.

Jean and Andy Norman alerted Severn Trent Water after sewage began seeping out of the drain and into their garden outside their flat in Burton on Trent, Staffordshire.

Lanes Group supports Amey in providing wastewater network maintenance services for Severn Trent Water so was tasked with investigating and resolving the urgent drainage problem.

In line with Severn Trent’s customer service standards, on the same day, as soon as possible after the problem had being highlighted, Lanes blockage engineers John O’Toole, pictured above left, and Shane Thompson, right, arrived at the Normans’ home.

Andy Norman said: “The drain blockage was stopping us from using our facilities and the sewage in the garden was very smelly, so we were really pleased that they arrived so quickly.

“They did a brilliant job of sorting the problem, clearing the blockage and cleaning up our garden. Everything was left clean and tidy and in a spotless condition.

“On top of that, they were very polite, cheerful, and thoughtful while they were with us. They really stuck at it because they were working on the job until late into the evening. We were very impressed.”

The blockage had built up in a communal drain which took foul water from several flats in the block and ran beneath the Normans’ garden to a main sewer.

Lanes Contract Manager Glyn Bickerstaffe said: “We’re very pleased that we could help the Normans. It represents a good team effort between us, Amey, and Severn Trent colleagues to give our customers a seamless service.”