Partnering with the UK’s largest utilities companies

Lanes Group has worked closely with many utilities clients over the years, most notably to deliver major sewer rehabilitation schemes. It wasn’t long before a specialist team was set up, tasked with winning a substantial wastewater network service (WNS) contract.

The team, now expanded to form our full Lanes Utilities division, was successful, and Lanes has been the sole WNS partner for Thames Water since 2014. Services we deliver to Thames include reactive and planned blockage clearance, internal and external flooding response, pollution control, remedial drainage, tankering and overpumping.

Since May 2016, these services have been managed from a dedicated customer solutions centre, where Lanes and Thames Water personnel work side by side in integrated regional teams to better support 15 million customers. In a vision developed jointly with Thames Water, the Customer Solutions Centre combines new working practices and new digital technologies that are fully-focused on delivering excellent customer service and experience.

This forward-thinking, advanced and collaborative approach typifies our approach to serving utilities partners, and our dedicated utility hubs only cement our ability to deliver on all of our promises with utilities partners – guaranteeing a level of service previously unseen in this area of the industry.