Making a positive difference in our community
Our Community Principles
The Kelda Group provides local communities with much more than just high quality water and sewerage services.
We have an extensive engagement programme, providing support and help-in-kind to a wide variety of different organisations across the communities we serve. These partnerships are of enormous important to us in terms of forging stronger links and by making a tangible and positive difference to the quality of people's lives.
We provide this support in three key areas:
- Education - through educating young people and local communities on the value of what we do.
- Environment - playing a key role as one of Yorkshire's largest land owners in enhancing the natural and build environment.
- Empowerment - providing opportunities for our colleagues to share skills with the local community through employee supported volunteering.
We aim to do this by:
- Providing a range of educational visits into our industry, strongly aligned to the National Curriculum, through our education and outreach programme.
- Raising awareness of our capital investment programme through open days, customer events and community presentations.
- Educating customer groups through our campaign work on key issues relevant to the water industry.
- Supporting local communities through our employee supported volunteering programme.
- Providing financial support through our employee fundraising team to local and regional charities, and by offering Payroll Giving opportunities
- Recognising vulnerable customers through our Helping Hands register, providing guidance and support in respect of bill payment, and raising awareness of Bogus Caller issues.
- Communicating widely, where possible, throughout the delivery of capital investment work to deliver the best possible solution whilst minimising disruption to customers.
- Managing our impact on the local environment through our investments to coastal and river water quality, by reducing our carbon footprint, creating more of our own energy and by developing a plan to manage water supplies in the event of a drought.
- By developing sustainable environmental and community partnerships and through regular liaison with key stakeholders throughout the region and industry.
The Kelda Group does not partake in any commercial initiatives in the community.
Our Community Management Targets and Outturns for 2012/13 were:
1. Impact of our extensive capital investment programme
- Our media score target for 2012/13 was +15. We out-turned at +16.
- For social media we met our “high//high” (share of voice and sentiment) target. Social media provides a really important and effective channel to engage with Yorkshire Communities around the capital programme enabling us to have real-time dialogue with customers and helping better inform them and answer any specific questions that they have.
- Our target was for 'Customer understanding of investment in our region' to be 7 out of 10. We out-turned at 7.1
2. Supporting customers in respect of price rises, affordability and water poverty by:-
- Contributing £682,000 to the Yorkshire Water Community Trust in 2012/13
- Enabling 3,792 customers to remain on the Resolve scheme, customers made payments worth £1.1million through Resolve, and in turn the company wrote off £1.8 million of outstanding debt during the financial year 2012/13.
- By providing the Watersure tariff to customers meeting the criteria. During 2012/13, we had 4,630 customers on the Watersure tariff.
3. Creating greater awareness and building understanding of our services by:
- Offered an education programme, educational visits and speakers service to the community we serve.
- During 2012/13, 330 education visits were delivered to 10,675 customers.
- Our Green Classroom resource was issued to 113 schools – a total of 4703 booklets being issued across the region.
- Our Speakers attended 107 events, reaching an audience of over 6127 customers.
- Customers becoming much more aware of the problems that pouring away fat, oil and grease down the sink or flushing away nappies and wipes down the toilet could cause to their homes with an acceptance that it is their responsibility to look after their own drains. We created 27 million opportunities to see/hear these messages and over 5000 customers requested free fat cake kits.
- Encouraged customers to sign up for a free water saving pack online via city centre events, advertising and media promotions - 26,387 packs were distributed and over 4000 gardening packs given out at events
- Our winter campaign provided free winter packs to 2000 customers at events at supermarkets throughout the year and provided a great opportunity to advise people on how to prepare their homes for winter. 200,000 advice leaflets were distributed to customers thanks to our customer service technicians and a partnership with Rotary International in west Yorkshire.
4. Demonstrating our large environmental responsibilities, sustainability and conservation by:
Continue development plans at Scammonden Water in conjunction with Kirklees Council and Pennine Prospects.
Review of existing promoted walks to ensure they are fit for purpose, safe and waymarked including a review of specific site with easy access provision by a professional and imaginative consultative service providing access for all helping to give better opportunities for everyone to enjoy our land.
Continue to manage the Yorkshire woodland holding to meet the UKWAS, FSC accreditation standard, with specific works to enhance and restore our Ancient Woodland sites.
Creation of an new artificial otter holt and restoration of BAP (Bio diversity Action Plan) target flood plain grazing marsh. Continued management of meadows, water bodies and woodlands at Tophill Low Nature Reserve along with entry in to High Level Stewardship (HLS) agreement with Natural England for land and water body management.
Continued support for the Black Grouse reintroduction programme on YWS land in North Yorkshire.
Our community management targets are reviewed annually during our business planning process.