Severn Trent Water gives Lanes pair 10 out of 10 for star effort

Severn Trent Water has thanked and rewarded two Lanes drain blockage engineers after they received 10 customer commendations between them in just one month.

Damon Reeves and Jack Looker are part of the Lanes operational team in Stafford, working on the wastewater network services contract for Severn Trent Water.

They respond to drain blockage problems experienced by Severn Trent Water customers, investigating the cause of the blockages and, wherever possible, clearing it and curing the underlying problem in one visit.

During January, their work attracted 10 calls of thanks and commendation to the Severn Trent Water customer services call centre, which is significantly more than is usually expected for just two drainage engineers.

During a site visit, Severn Trent Water’s Chief Customer Officer, Sarah Bentley, presented Damon and Jack with Star Rewards – giving each of them a choice retail vouchers up to a value of £25.

Severn Trent Water Customer Services Manager Amanda Beard said: “Damon and Jack’s performance is outstanding. Our customers are clearly impressed with their approach to their work and the difference they make.”

Lanes Group drainage engineers operate Severn Trent Water’s first time resolution approach to drainage problems.

When they respond to a call, they do all they can to make sure they have the equipment and materials that allow them to get to the root cause of the issue at hand, and put in place a permanent solution.

Lanes Contract Manager Roland Leslie said: “First time resolution is good for customers, because they get a fast, permanent solution. It is also good for Severn Trent Water, because customers are more satisfied and, in the long-term, costs are reduced.

“Damon and Jack’s performance epitomise what Lanes service is all about, and how first time resolution works.

“They are very good, technically, at solving blockage problems. They also take time to explain to the customer what they are doing, and why – and give tips on how they can help prevent blockages reoccurring.

“Customers really value that level of support, and it’s what we are always striving to achieve.”