Commercial services

Commercial services policy

The NWL Board recognises the importance and supports our policy of developing a close relationship with strategic customers and that of growing the business with industrial and commercial customers.  The Board also recognises the importance of maintaining a strong industrial and commercial base in the region, to support the regional economy and assist in securing and maintaining employment.  In addition, it recognises that the commercial activities of NWL present a window on the company to external stakeholders.

Commercial services action plan

Under the direction of the NWL Board, the Head of Commercial manages two functions with the purpose of developing the commercial business:

Industrial and Commercial Customers

• Strategic customers will be visited on a prescribed frequency to advise on tariff and billing issues, company policy and initiatives.  These visits will provide an opportunity to resolve any key client concerns.

• Support the business community by hosting number of free seminars each year on topics ranging from waste minimisation to water efficiency.  A newsletter will be produced and issued to industrial and commercial customers detailing the services provided.

• Enhance the level of business with existing and new customers by increasing the number of long-term contracts for the treatment of industrial effluents using state-of-the art methods.  Effluents Treatment of effluents will be environmentally friendly and cost-efficient.

• Support the regionally economy by attracting inward investors to the region

Leisure

• Provide open access to the general public in areas of high scenic value in the  waterside parks which we manage.
The most significant waterside park is that at Kielder in Northumberland, Europe's largest man made lake, set in the largest man made forest in Western Europe.  This stunning and tranquil location provides 31 holiday lodges, two restaurants and a bar, together with a caravan park, and facilities for sailing, water skiing, walking and cycling.

• The Café on the Water brand was extended to the South East of England, where the waterside park at Hanningfield Reservoir in Essex now provides the location for a further restaurant.

• Provide facilities for fishing at the waterside parks we manage which, together with the fish farms in the North of England, form the largest inland fishing business in Europe. 

• Provide visitors to the waterside parks which we manage with a variety of energetic and tranquil pursuits which give the opportunity to enjoy the attractive environments and enhance their quality of life.

• Maintain and enhance the land for future generations whilst providing habitats for indigenous flora and fauna for the areas of land we manage.

Commercial services KPIs

In both of these functions, key performance indicators have been established to ensure that high standards are provided to all stakeholders.  These indicators include customer satisfaction and the quality of facilities.

Commercial services case studies

Artenius Effluent Treatment

In 1995, NW entered into an agreement for the treatment of effluent from the pure terephthalic acid production facilities at Wilton on Teesside.  The provision of effluent treatment facilities resulted in the improvement of water quality in the Tees Estuary.  The facility has been recently extended to incorporate NWL’s first anaerobic treatment plant to provide enhanced treatment for an increased effluent load.

Corus Effluent Treatment

NW entered into an agreement with Corus for the treatment of effluent from the South Bank Coke Ovens on Teesside.  The treatment process removed ammonia, previously discharged to the Tees Estuary and, following seven successful years, the contract was extended and enhanced to provide additional treatment, resulting in a further improvement to the environment.

Effluent treatment is also provided for ConocoPhillips Petroleum, Degussa Fine Organics, Vopak Terminals, Biofuels Corporation and Invista Textiles.  In addition, potable water is also supplied to both United Utilities and Yorkshire Water;  the availability of substantial resources in the Northumbrian Water region has prevented unnecessary expansion of water treatment in the other water suppliers’ areas.

Kielder Water, Northumberland

At Kielder Water, the company provides 4* and 5* luxury self catering accommodation.  For the touring holiday maker, there is also a caravan site and camping facilities.  Recent developments have included regaining the control and operation of the restaurant (the Boat Inn) and the bistro-style Café on the Water, both renamed following extensive refurbishment.  Improved customer satisfaction has resulted.

Kielder Water and Forest Park is located in one of the most tranquil parts of the UK where clean air and clear skies provide an ideal location for outdoor pursuits.  It is the home of a number of art exhibits located around the lake and in forest areas, appealing to a different sector of the population.  The Kielder Big Picture, an initiative by Northumbrian Water, Forest Enterprise, Tynedale District Council and Northumberland County Council will result in major, but sensitive, developments in an area of outstanding scenic value.

We have also made improvements at other facilities open to the public, recent developments have included regaining the control and operation of the restaurant at Hanningfield in Essex.  Following extensive refurbishment, the restaurant was renamed and follows the Café on the Water branding of the bistro-style facilities.

NW is now concentrating effort on the development of a small number of strategic sites and developments at Derwent, Scaling and Grassholme.  These will result in providing enhanced facilities for stakeholders.