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Case Study
Scottish Water – Storm sewer response
Background
As part of our ongoing partnership with Scottish Water, Clancy was lined up to cover sewer response work over the critical festive break.
As Storm Pia and Storm Gerritt both swept through Scotland in the space of a week, 630 pipe blockages, or chokes, were reported by Scottish Water’s customers between Christmas and New Year – an unprecedented rate of tasks for this time of year, and with the added customer pressure of minimising network disruption at a time when families want to be focused on celebrating.
Solution
With the increased demands on the country’s waste networks caused by millions of people travelling home for Christmas and with storms forecast, we had placed extra, third-party resource on standby for every day over the break in case of an influx of repair jobs.
As the first responders, we managed customer expectations on jobs and blockages. From there, we needed to react quickly to maintain Scottish Water’s service-level agreement of four hours between a reported choke inside a property and resolving the issue. To maintain this speed of service, our teams in the field visited the problems to investigate and, using Scottish Water’s geographic information system (GIS) of network drawings, identified the root causes of the issues.
Working with our management team, our people then coordinated the fix on site to remove the need for further visits, resolving issues such as soft blockages, root ingress and flooding, as well as the sequencing of the next jobs to maximise efficiency and ensure the most pressing issues were dealt with as promptly as possible.
Benefit
Our history of excellent delivery for Scottish Water meant the client had the confidence to pass a significant amount of unexpected, additional sewer response work to Clancy over Christmas. Due to careful planning and our strong, extensive network of suppliers, we were able to keep residents and small businesses connected to the waste networks, minimising disruption despite an abnormal period of storms.