About 250,000 residents live in Brighton and Hove with tourism being the key to its economy. The economic contribution of tourism to the local economy was measured at £408 million in 2006, generated by about eight million visitors per annum, 6.5 million of these being day visitors.

A large number of visitors travel to the city by road enjoying events such as the London to Brighton Vintage Car Rally and the Brighton Festival.

Therefore, the priority for the Southern Water project team, and its main contractor ClancyDocwra, is ensuring the work meets the expectations of customers, both commercial and residential and keeping the city moving.

How we aim to achieve customer satisfaction                                       

• A mains replacement forum meets monthly to discuss the work in detail. The forum members include representatives from:

Churchill Square Shopping Centre, North Laine Traders, the City Centre Manager, Brighton and Hove Bus and Coach Company, key representatives from Brighton & Hove City Council’s Highways Department, the Traffic Manager, Traffic Control and Events, Streetworks Officer, Road Safety, Walking and Cycling, Taxi Licensing, Sussex Police, contractors ClancyDocwra, and Southern Water’s project manager Bob Lennard and support staff.
     
Key members also talk to each other on a daily basis during critical phases of work so that the city’s transport arteries keep moving and the economy is protected while traffic management is in place.

• Southern Gas Networks and Brighton & Hove City Council have co-ordinated some of their works with ours so upgrading works are carried out in one hit.
  
• Digging techniques, working hours and materials used are adapted to the location to cause minimal disruption to traders, residents and visitors.

How we keep customers informed

• Letters are sent to customers who may be affected by the works.
  
• Southern fm, BBC Southern Counties Radio and Juice fm travel desks are kept up-to-date with information.
  
• We inform journalists in local media, including television and radio, The Argus, The Leader, City News and Latest Homes, of the works’ progress and any key developments. We also take out adverts in the above publications about important announcements.
  
• Meetings are held with residents, resident and trade associations, councillors and anyone who may be affected by works.
  
• Information boards are posted on some of the key works in pedestrian locations.

Bob Lennard, Southern Water’s project manager for the scheme, said: "We know there will be some disruption and unfortunately this is unavoidable. However, we aim to keep that disruption to a minimum."

"The team’s combined local knowledge of the city and the traffic flows means we understand the impact working in some locations may have which has also helped us to keep the city moving. And of course, many of us working on the project live in, or near, the city and the works affect us, our families, our neighbours and friends, so we have a vested interest in ensuring work is carried out causing the least inconvenience."