Dŵr Cymru Welsh Water took nine customers on a unique behind-the-scenes tour as part of a “Golden Ticket” competition, to get a glimpse into how the water and sewerage systems work and to meet the Chief Executive and other directors.

The visit – which took place during National Customer Service Week – took customers on a tour of a water treatment works that clean water and make it safe to drink, to a wastewater treatment works to explore how dirty water is cleaned and returned to the rivers and seas and also to visit its labs where over [800,000] tests are taken each year to ensure the water supplied to customers is of the highest quality.

The company, which has no shareholders and invests all its profits for the benefit of customers, serves three million customers across most of Wales, Herefordshire and Cheshire.

“Golden ticket” holders had the chance to go into some of the water and sewerage treatment works in the Gwent area, as well as the cutting-edge laboratories in Newport that work on making our water safe at all times. They also had the chance to quiz its directors on matters important to customers.

It comes on the heels of a major consultation over the summer to involve its customers in its everyday work – with customers having a say in how it plans for long-term challenges like climate change, population change, and a digital economy.

Welsh Water has also set up a permanent online customer panel to feed into its work throughout the year, which gathers views on areas like its five-year business plans, how it encourages behaviour change in areas like preventing swimming in reservoirs, and even how bills arrive in your home. Customers can join the panel on the Dŵr Cymru Welsh Water website.

Golden Ticket holder, David Powell said: “It was a very interesting and informative day, we really enjoyed it and I’m sure other customers would like to experience it. We were also very impressed with how the company directors were so interested in interacting with their customers to find the best way to move forward together.”

Welsh Water Director of Customer Strategy and Communications, Alun Shurmer, said: “This was a great chance to get an insight into the many steps involved in making sure drinking water is safe and clean at all times – from the labs, the treatment works, and in the hub where we help solve any issues customers may have.

“Customers also met Chris Jones, the Chief Executive, and other directors, to their feedback and how we can drive further improvements for customers. It was a great opportunity to give customers a real insight into what we do and we look forward to arranging similar evenings in the future.”

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