The transfer of private sewers created a major new workload for Southern Water - but it also created a great opportunity for us to improve our service to customers.

We set up a reactive sewer team, based at our offices in Falmer, to help customers resolve problems in these transferred pipes. The team is fully integrated, from call centre to operational staff, and the new team’s efforts to improve things are already showing real results.

This film shows how the team was set up, looks at their daily work and explains how they are turning this major challenge into an opportunity to improve what we do for our customers: