anglian water services ltd

1. Anglian Water Services Ltd

2. The geographical area info adds context to how widespread the company is and how the size affects how we can respond during an incident. Our responsibilities are valid at all times, the regulations don�t dramatically change when an incident occurs, we are still continuously monitored. Therefore, we need to maintain �business-as-usual� at all times. As well as numerous operational plans, AW utilises EMPROC Emergency Planning, Policies standards and Procedures Standards for continuation of service are laid out in the form of Domestic and Commercial Customer Charters (We will have some available on the day) A brief overview of our Business Continuity and Contingency Plans Examples of heightened response and actions taken The geographical area info adds context to how widespread the company is and how the size affects how we can respond during an incident. Our responsibilities are valid at all times, the regulations don�t dramatically change when an incident occurs, we are still continuously monitored. Therefore, we need to maintain �business-as-usual� at all times. As well as numerous operational plans, AW utilises EMPROC Emergency Planning, Policies standards and Procedures Standards for continuation of service are laid out in the form of Domestic and Commercial Customer Charters (We will have some available on the day) A brief overview of our Business Continuity and Contingency Plans Examples of heightened response and actions taken

3. The Anglian Water Region Anglian Water is geographically the largest of the UK�s regional water and wastewater companies in England and Wales It covers a region of approximately 27,500km2 and: Has over 4.2 million water customers Has over 5.6 million customers who receive wastewater services Covers 14 counties and their associated local authorities (County Councils, Boroughs, Districts and Unitary Authorities) Has 3,000km of coastline with beaches and estuaries Has the UK�s only wetland national park � the Norfolk Broads Includes in its area over 750 sites of special scientific interest Anglian Water is geographically the largest of the UK�s regional water and wastewater companies in England and Wales It covers a region of approximately 27,500km2 and: Has over 4.2 million water customers Has over 5.6 million customers who receive wastewater services Covers 14 counties and their associated local authorities (County Councils, Boroughs, Districts and Unitary Authorities) Has 3,000km of coastline with beaches and estuaries Has the UK�s only wetland national park � the Norfolk Broads Includes in its area over 750 sites of special scientific interest

4. Our Responsibilities Anglian Water, along with the rest of the water industry, is heavily regulated in the way we operate There are 3 governmental bodies who regulate the water industry: WSRA � Water Services Regulation Authority (OFWAT) DWI � Drinking Water Inspectorate EA � Environment Agency. These main 3 regulatory bodies are The WSRA (OFWAT) are our main regulator. They set the price limits customers can be charged, protect standards of service, encourage efficiency, ensure responsibilities under the Water act are carried out and enforced, encourage sustainable development amongst many other things. The DWI are responsible for assessing drinking water quality and ensure and enforce that we adhere to the Water Supply regulations 2000. The EA who monitor any adverse impact on the environment and ensure it is kept to a minimum. They also grant our abstraction licences and any discharge consents for our operations. There is also liaison with other regulatory bodies and consumer councils We are also monitored by Environmental Health, Consumer Council for Water, DEFRA (Department of the Environment, Food and Rural Affairs), and influenced by SEMD (Security and Emergency Measures Direction 1998) These main 3 regulatory bodies are The WSRA (OFWAT) are our main regulator. They set the price limits customers can be charged, protect standards of service, encourage efficiency, ensure responsibilities under the Water act are carried out and enforced, encourage sustainable development amongst many other things. The DWI are responsible for assessing drinking water quality and ensure and enforce that we adhere to the Water Supply regulations 2000. The EA who monitor any adverse impact on the environment and ensure it is kept to a minimum. They also grant our abstraction licences and any discharge consents for our operations. There is also liaison with other regulatory bodies and consumer councils We are also monitored by Environmental Health, Consumer Council for Water, DEFRA (Department of the Environment, Food and Rural Affairs), and influenced by SEMD (Security and Emergency Measures Direction 1998)

5. Guaranteed Standards - EMPROC EMPROC is our Emergency Planning Policies, Standards and Procedures manual, it contains: Policies for Incident Preparedness Policies for Incident Management Policies for Post incident Recovery Governance for the Policies, Standards and methodologies for EMPROC. �to which we all have to understand and adhere to. All the standards and methodologies are mandatory. Incident Preparedness covers: Contingency Planning, Emergency Planning training, emergency planning exercises, facilities and equipment, emergency plant, recording events (inc. log book dissemination) and reporting. Incident Management covers: Level of incident and trigger points, populating incident rooms, record-keeping, alternative supplies, communication and media handling. Post Incident Recovery covers: recovery action plans, post-incident review (in the form of wash-up sessions and reporting) and storage of incident data, lessons learnt and best practice. Governance covers the Quality side of the document, terms of reference for the EMPROC management group and reviewing of the EMPROC documents. �to which we all have to understand and adhere to. All the standards and methodologies are mandatory. Incident Preparedness covers: Contingency Planning, Emergency Planning training, emergency planning exercises, facilities and equipment, emergency plant, recording events (inc. log book dissemination) and reporting. Incident Management covers: Level of incident and trigger points, populating incident rooms, record-keeping, alternative supplies, communication and media handling. Post Incident Recovery covers: recovery action plans, post-incident review (in the form of wash-up sessions and reporting) and storage of incident data, lessons learnt and best practice. Governance covers the Quality side of the document, terms of reference for the EMPROC management group and reviewing of the EMPROC documents.

6. Guaranteed Standards Our Customer Charters � Water Issues Where there could be an impact on the safety of a water supply, a visit must take place within 4 hours (if convenient with the customer) and an alternative supply arranged if necessary If samples have to be taken � the customer gets an explanation of key results within 48 hours Compensation payments if a problem lasts longer than 48 hours Compensation if the problem is more widespread and is a result of AW negligence Aim for restoral of burst water main within 12 hours for minor bursts, 48 hours for strategic mains. We have 3 Customer Charters covering Domestic Customers Small & Medium Business Customers � which covers those who utilise under 5000m3 of water/sewerage services per year Large Business Customers � which covers those who utilise over 5000m3 per year OR are a Trade Effluent customer. TE is based on volume and strength of effluent and treatment required, Everything from Car wash to electroplating services. We have copies of our Business Charter and Large Business Charter here today for you.We have 3 Customer Charters covering Domestic Customers Small & Medium Business Customers � which covers those who utilise under 5000m3 of water/sewerage services per year Large Business Customers � which covers those who utilise over 5000m3 per year OR are a Trade Effluent customer. TE is based on volume and strength of effluent and treatment required, Everything from Car wash to electroplating services. We have copies of our Business Charter and Large Business Charter here today for you.

7. Guaranteed Standards Our Customer Charters � Water Issues Alternative supplies provided where appropriate Interruptions to supplies for essential work will be notified in advance Advice provided for restore times due to interruptions 48 hours notice in writing prior to planned interruptions Compensation for failure to achieve these timescales Other �water� issues covered: Water pressure Water Meters Leakage.

8. Guaranteed Standards Our Customer Charters - Wastewater issues Significant risks of flooding can result from heavy rainstorms when surface water enters the sewerage system AW aims to provide adequate capacity in our sewers to protect homes from flooding There may be some extreme weather events which cause flooding against which we cannot protect some properties Flooding from sewers can also occur for other reasons e.g. blockages.

9. Guaranteed Standards Our Customer Charters - Wastewater issues Levels of service include:- Response to internal flooding within 4 hours Provision of a letter of explanation on the cause when requested to do so If through a failure of one of our assets a customer is internally flooded we will refund the customers sewerage bill up to maximum payment of �1000 for each incident AW will consider providing temporary accommodation if a property has become uninhabitable as a result of a failure of a public asset None of these guarantees apply if we are prevented from meeting our standards by third party actions or exceptional circumstances such as severe weather.

10. Business and Service Continuity Plans Require explanation text here � Possibly: The Business Continuity Management System, which we have developed using EMRPOC and guidance in BS 25999, has allowed us to develop plans at each level: Incident Strategy Plan: A draft is complete and we have compiled all the feedback from the Key Stakeholders and are using this to transform the draft Incident Strategy Plan into a user friendly document. Business Continuity Plan: Still being developed, a draft is complete, and is now being linked to EMPROC. Process Recovery Plans: 75 in total with 67 complete, which only leaves 8 plans left in the whole business. Require explanation text here � Possibly: The Business Continuity Management System, which we have developed using EMRPOC and guidance in BS 25999, has allowed us to develop plans at each level: Incident Strategy Plan: A draft is complete and we have compiled all the feedback from the Key Stakeholders and are using this to transform the draft Incident Strategy Plan into a user friendly document. Business Continuity Plan: Still being developed, a draft is complete, and is now being linked to EMPROC. Process Recovery Plans: 75 in total with 67 complete, which only leaves 8 plans left in the whole business.

11. Business Continuity Plans for critical offices and sites Disaster Recovery Centre Plans under further development Water and Wastewater Services documents providing detailed information for use event of incidents In excess of 1200 Operational Continuity plans. Business and Service Continuity Plans What we have in place�. Simple contingencies to include in your plans:What we have in place�. Simple contingencies to include in your plans:

12. In times of significantly higher levels of rainfall resulting in fluvial flooding, AW still has the main objective and legal obligation to endeavour to maintain the performance of our assets wherever possible We ramp up responses to customers and assets using our own extra resources and our contractors Open the company incident room in order to assist with prioritising critical plant/sites and customer jobs Arrange for internal mutual aid to increase resources available Mutual aid from other water companies. Examples of Heightened Response What we have in place�. This enables us to respond in a timely manner. Extra resources � overtime Internal mutual aid for increasing resources available � personnel from other territories What we have in place�. This enables us to respond in a timely manner. Extra resources � overtime Internal mutual aid for increasing resources available � personnel from other territories

13. 24 Hours a day, all year round call us on 08457 145 145 Report a leak on 0800 771 881 By e-mail to custservice@anglianwater.co.uk Language Line 08457 91 91 95 Incident status on our website www.anglianwater.co.uk Contact us�

14. Any Questions? Questions? Questions?