Michael Hall – New operational chief brings consumer expertise to Lanes

New operational chief brings consumer expertise to Lanes

Lanes Group has enhanced its consumer expertise by appointing Michael Hall as Head of Operations of its Utilities Division.

Hall had previously been a senior manager at one of the UK’s leading home improvement retailers.

He is also a Major in the Royal Marine Reserve and has completed three operational tours in Afghanistan, one as a member of the reserve, and two as a full-time marine commando.

Hall is now heading up 850 direct and 435 indirect operational personnel delivering wastewater network maintenance services for Thames Water, based at the joint Customer Solutions Centre in Slough, Berkshire.

His appointment comes at a time when water utility companies are placing greater importance than ever before in maximising consumer value and experience.

From April 2017, reforms will be introduced that will allow all non-household customers to switch water supplier. The Government has said it wants to consider a similar reform for domestic customers in the future.

Lanes Group Technical Director Andy Brierley said: “Michael brings with him a wealth of business-to-consumer experience and leadership qualities that perfectly match our determination to deliver excellent customer service on behalf of Thames Water.

“Our operational drainage teams are not just technical experts, they are service ambassadors for Thames Water’s 15 million wastewater customers, and Michael is already leading them from the front in terms of enhancing our service.”

Michael Hall said: “Lanes Group’s operation for Thames Water is very impressive, not least because of the challenge of maintaining and improving the most complex, most strategically-important and busiest wastewater network in the UK.

“My job is to make sure that our operational teams have the tools, training and motivation to get the job done quickly, effectively and safely every time.

“The ultimate measure for operational success for us is customer satisfaction. Our aim is for field teams to work seamlessly with other personnel, including planners, schedulers, customer service staff, across both Lanes and Thames Water. Standing still is not an option, we must always improve.”

With operational teams working from five utility hubs, Lanes Group completes more than 1,000 blockage and repair jobs every day across the Thames Water wastewater catchment.

It is a national leader in using digital and Cloud technology to manage and wastewater operations, as well as innovative solutions that drive customer satisfaction, safety and cost control.