From Reactive to Proactive: Cappagh Browne Launches New Customer Team and Strategy for AMP8

Introduction

Cappagh Browne has launched a revitalised customer strategy to strengthen the way we support clients, stakeholders, and local communities. This marks a significant shift from a reactive service model to a proactive, customer-first approach—built around anticipating issues before they arise and improving every step of the customer journey. The strategy is closely aligned with Southern Water’s customer promise: to provide transparent, honest service and make every interaction as straightforward as possible.

.A Dedicated Team for AMP8

Central to this change is the formation of a new customer team, created to support both our civils and environmental programmes. The team brings together office-based and field-based expertise, enabling a joined-up approach to customer care throughout the entire delivery process.

A new hybrid role – Customer Representative and Liaison Officer – has been established to improve responsiveness on site while maintaining strong communication and coordination behind the scenes. This is supported by refreshed training materials and an in-house training lead with experience from AMP7, ensuring our approach continues to evolve with the needs of the industry and regulator.

Real-Time Data and Digital Capability

We’ve partnered with our digital transformation team to adopt real-time data and analytics, enabling insight-led decisions. Field teams are equipped with handheld devices to ensure process adherence and consistent customer engagement on-site. This means our teams can manage CRM updates, monitor job progress, and support customers more efficiently than ever before.

Auditing Standards and Site Presentation

In parallel, we’ve introduced a new audit process focused on customer-facing standards such as signage, information, and presentation. This complements wider site safety and compliance checks and is fully integrated into our SHEQ strategy in partnership with our compliance teams.

Aligned with Regulatory Expectations

This renewed customer focus also responds to new regulatory expectations. For the first time, OFWAT’s Licence Condition G includes a customer performance requirement, with particular attention to how water companies respond to pollution events and internal flooding. Our approach ensures we’re prepared to meet these requirements, with proactive planning, early communication, and customer impact assessments embedded in our delivery.

Becoming a Customer-Centric Business

The AMP8 customer strategy marks a clear step forward in our ambition to become a truly customer-centric business – one where service, communication, and care are integrated into everything we do.

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