As an UKWIR BQ2 (Zero Leakage) and BQ3 (Zero Interruptions) collaboration, a series of workshops were held in the summer of 2021.  Four interrelated topics were discussed virtually by water companies, their contractors and the supply chain.   Innovative methods were used for gathering and sharing data, insight and opinion in order to disseminate valuable learning and knowledge in relatively short timescales to the appropriate industry areas. 

Interruptions to supply can cause significant disruption to customers lives and are a significant cause of water company customer contacts.  This report details the outputs of two workshops and associated industry surveys examining water company approaches and customer expectations and identifies current good practice and future recommendations.

Appendix C: Customer Communication and Managing Customer Use during Interruption to Supply (ITS) Events - Practitioners Guide

Appendix D: Customer communication and managing customer use during supply interruption events - Infographic