Lanes Group has worked closely with many utility clients over the years, most notably to deliver major sewer rehabilitation schemes.
Then, a specialist team from Lanes decided to look at the possibilities of using our existing infrastructure and knowledge to go a step further. The aim was to bid for — and win — a substantial wastewater network service (WNS) contract.
The team was successful, in every sense of the word. Since 2014, Lanes Group has been the sole WNS partner for Thames Water plc. Services we deliver include reactive and planned blockage clearance, internal and external flooding response, pollution control, remedial drainage, tankering and overpumping.
Since May 2016, these services have been managed from a new Customer Solutions Centre, where Lanes Group and Thames Water personnel now work together in integrated regional teams to better support 15 million customers.
In a vision developed jointly with Thames Water, the Customer Solutions Centre combines new working practices and new digital technologies that are fully-focused on delivering excellent customer service and experience.
This forward-thinking advanced service model epitomises our thinking on how best to serve our utilities clients.
Today, Lanes Group has a full operating division, with dedicated utility hubs fulfilling wastewater contracts across the UK. Each of them benefits from our drive to innovate, creating customer service fit for the digital drainage age.