Recent nominations

J810820-1-We would like to thank Yorkshire Water for the excellent service they gave in unblocking the drains which was coming back into our garage. They kept us informed of when they would be coming and apologised for the delay but in fact came the day before as the engineer was free. The engineer was great and nothing was enough trouble. Many thanks. A grateful customer

We recently had a Slovakian customer contact us who did not speak English. We struggled to find someone to help us ring this customer back to discuss her problem (we now know of a translation service we can pay to assist us) Whilst we were investigating this the customers brother rang (he speaks English) and explained the detail of her query which was prompted by a letter we had sent our asking for access to the property to survey the meter set up. Using an online translation service (which is free of charge!) Natalie translated the letter we had sent the customer originally and put details of the appointment we had made to visit the property in the letter too, the customer could see for herself the details of the visit and why we needed to access the property. (The customers brother has since rung in to say letter received and understood by his sister and thank for taking time out to translate this)Natalie has also drafted a letter for the surveyor to take along to the appointment to hand to the customer to explain who he is and that he is there to survey as explained in the letter we have sent out, Natalie has decided to do this is order to give the customer peace of mind. After the survey we will report our findings to the customer and translate this into Slovakian for her. As Natalies manager I am nominating her for this WOW award as this could easily have not been addressed and we could have made the customer feel vulnerable and unvalued by Yorkshire Water. Following this instance we are now workin on a process within our department for dealing with other similar cases should they arise in the future. We will be happy to share this with other departments once we have pulled this together.

J830402-3Colleague Nomintation Upon receipt of a survey from Mr Taylor, I asked Paul for some advice with regard to his comments on a EBS survey, relating Kidney Dialysis, as Paul has personal experience with this condition.Mr Taylor had experienced low water pressure which meant his dialysis machine did not work during this time.Pauls response to this case was fantastic, he asked me to raise him a case so that he could contact the customer and speak with him based on his own experience and knowledge. This is just one example of Pauls excellent attitude and customer service. He is always willing to assist in any way he can and I believe he deserves recognition for his commitment.Kind regards Kim Hoyle Customer Correspondence Co-ordinator (Colleague Nomination)

Steve Moulding provided an excellent service throughout he showed the the utmost repsect and worked very effficiently and his punctuality and dedication were excellent. He seemed very competent overall and his sevice was admirable. He visited Barnburgh Court S63 9GZ on 11/01/2012.

came out and cleared the shared drains connected on my property on eastfield avenue, norton on the 23rd of jan he was polite informative and tidy, cleaned all manholes out not just the blocked one explained the blockage and overall condition giving great peace of mind! a credit to yorkshire water

After noticing a smell "appear" in my house this week, today I found that outside our house both our front and rear drains were blocked up. Whats more, even in daylight I couldnt even see the drains.Steve tonight, in freezing cold weather came and sorted the drains - never mentioning the cold, the tough conditions, or any other of the challenges. I appreciate that that is what he came to do, but his attitude was excellent. Not only did he get stuck in, and fix it, but he offered advice on how to avoid problems in the future - he really went the extra mile to help out. He seemed genuinely committed to helping a customer, not just unblocking a drain.

I had made appointment for 4.30 on 9th Feb. Engineer arrived at 4.40pm and was very friendly and quick doing the job, he explained how the device worked. It was a pleasure to deal with a nice friendly pleasant person he deserves to be awarded...... Good Luck!!!!

Alex visited my home (8 Newland Av, HG2 8LP) at 8pm on Sunday 22 January to help with a blocked sewage pipe; my situation was somewhat stressful because I had moved house the day before!The job was unpleasant and the time was anti-social however Alex was bright, cheery and especially helpful. Alex was very thorough in checking he had solved our problems and checked all our drainage.Additionally, Alex took the time to explain where the key pipes and drains were in my new house, highlight some light repair work that is required and explain steps I could take to stop a repeat occurrence in the future.Without doubt this was the best interaction Ive had with a utility company ever. Thank you, Alex.

I would like to commend a lady called Julie in your office. I have had several follow up calls from her since I reported the incident. the service from her and everyone overall has been excellent! thanks - Mrs CD Turner.

Came to find our outside stop tap. Very friendly, helpfull, cheerful despite the rain, and efficient. Found within a minute or two and dug out and tested. made some helpful suggestions about getting a water meter, when to the trouble of showing me one so I can ask the plumber to leave enough pipe to fit one. Obviously a man who enjoyes his job.

Good Morning, yesterday evening an engineer attended at my property, 31 Thornes Park, SHIPLEY, BD18 1BH. Unfortunately I am unable to recall his name. I would however appreciate you passing on my sincere thanks for a job well done under difficult circumstances. The engineer spent a great deal of time ensuring everything was satisfactorily completed. I know he had a long journey home following the job but this did not detract from his excellent work. His manner at all times was professional and he was a credit to your company. Regards C M Breen (Mr)

Following a call for help due to a serious overflowing household combined surface/foul water drain problem, Michael arrived in his Yorkshire Water van and set to work investigating the problem. He quickly discovered a totally blocked main village sewer which was causing the surchage on to my property. 5 mins of jetting the main sewer quickly solved my problem, which was a major relief with heavy rain forecast overnight. My nomination is based on Michaels professional approach to the task: customer friendly, articulate when explaining the problem and his confidence and efficiency in solving the problem was impressive. Nothing was too much trouble for this guy who told me a was an amateur boxer. This probably explains his disciplined approach to work - a top man.

Miss Healey was very impressed with speed of response and efficiency of Alex in removing the blockage. She advised she wanted to nominate him for a WOW! Award.

He visited my property to locate a tap to isolate my house and two attached cottages. The same task has been attempted unsuccessfully by many other personnel from Yorkshire Water, this gentleman was clearly determined to locate the tap and show me the course of the water supply which he did in order to satisfy my concern. I am now in full knowledge of the water services to my property. The considerable time he spent here he carried out his work in a courteous and polite manner. Very well done Yorkshire Water , this man is exceptional and the others were very good also, the organisation was clearly determined to find the solution.

We had a really bad leak and the plumber we had could not find the stop tap. We had water everywhere and because the house is old the plumber said the stop tap may turn all the houses on the street off. We had water everywhere!, I was really concerned and upset and with three children and water pouring down the street was worried. Then I rang you and bang on time Lee Soady turned up. He said "dont panic, Im here to sort it and find the stop tap" straight away he made me feel a little more relaxed. Then 30 mins later and although burried under the ground he found the tap. Polite, kind and efficient. What a genuis!!!!!!

Nomination from a resident in Wold Newton who has written in to say "I write to you following my recent dealings with your colleague Craig Jackson. On the 11.1.12 a water meter was errected outside my property without any prior notification. This 3 high concrete post was an eyesore and was directly in front of our property and raised verge. Horrified and wanting answers we contacted YW for some written replies to our queries. Later that day Mr Jackson contacted me as requested by YW to make enquiries of my concerns. Mr Jackson promised to look into the situation and get back to me the following day (I must admit I didnt think he would). True to his word he got back to me and having made enquiries said on this occasion the water meter would be removed. He was most professional and I must say a great representative for your organisation. True to his word today the removal was completed and he rang me to confirm this had been done. He also confirmed that it would not be replaced. The customer service was excellent. Thank him for us for all his help"

Residents of Woodlsey Road Leeds have written in to say "Over the past couple of weeks we have seen workmen carrying out the contractual obligation on Woodsley Road, Leeds. We just want to express our unfathomable appreciation to these workmen who we personally got to know them as Paul Evans, Lee Winder, Chris Hargreaves. As the days prolong, we see these gentlemen working persistently hard in these unpredicted winter conditions, they would always smile and acknowledge us when we pass them. They would make us feel secure and safe when crossing the road and returning home on an evening. They would always inform us and keep us updated of any delay or disruptions which may accrue. I mentioned to my sons when they return home from the family businesses Look at those workmen, they are a beacon of lights for the Company they work for; they should be used as role models for the rest of the workforce to follow We wanted to emphasis how honoured we are to come across workmen of this calibre, and hope you will acknowledge their tremendous hard work. The residents of Woodlsey Road Leeds would like to show our appreciation towards your company and staff"

Customer from Longroyd Street North Leeds, rang to praise John Hargreaves for the support he provided when she had no water or heating OOH. She has then written a thank you card saying "John was working in Keighley on Sunday 15.1.12. I am 77 and woke up at my address with no heating or hot water. I could not even make a hot drink as nothing worked. I rang YW to explain and thank goodness I was put through to John Hargreaves. He was so very kind and helpful on the phone. He attended and my pipes were frozen, he left my taps switched on and halfway through the morning I rang his number to tell him the water was back on. He was willing to come and sort things out for me, he was brilliant"

Anthony came to visit us today 31/01/2012, after we reported low water pressure. He was prompt, very friendly, knew his job very well and answered all our questions. We were extremely impressed.

From the inital call from Mike to say he was 10 minutes away to his thorough investigation of the sewer and his proposed solution was excellent. Quick, efficient and a pleasure to deal with. Good to see you employ some skilled knowledgable people still

I was unable to resolve a query from a customer who had a leaking meter, and was advised to see if Donna Mashford could help. Not only did she have all the answers she was more than happy to take ownership of the query and assured me that she would contact the customer to reassure her that YW were dealing with the issue. As soon as Donnas name was mentioned it gave me confidence that the outcome would be a positive experience for the customer. She always goes out of her way to "close the loop".

I would like to nominate the engineer who visited me recently who was very kind, knew his job, polite and very helpful in helping me detect a leak in my wc cistern which had not been obvious to me and I was very grateful to him for identifying the problem as to why my water use seemed to have increased. Its lovely to get nice people working for you who know there job so he deserves a wow award

Steve Concannon Has been the gentleman who we liaised with when the initial pipe replacing program in leeds 7 began about 8 months ago. In the last week a valve has need to be retro fitted. Mr Concannon Called commented hed remembered we were a care home and need water re toilets also for drinking / central heating . he explained the process, the time it would take and how he would personally keep us informed during the work also if the work went over re supplying us with water what we need. And he did just that . once completed he came commented "the work was completed" ~ " he would call back later to make sure all was well " he did .In all our dealings he has been patent, knowledgeable, understanding . kind and been aware of why were concerned and reassured us.Im not a wow type person but i am the type of person who recognises when some one is trying to do their best and give 110% and if thats wow then wowAmanda ( phone ) its not often phone calls are returned or the person on the phone has patience or can conceptualise what the person who is making the phone call is trying to express. We spoke to Amanda re some follow up work to the new piping in leeds 7 area. Amanda was polite, helpful, professional and fully understood our worries and concerns. And most important said she would update us and did. normally people on the other end of the phone it can be a hit and miss experience more miss than hit. Amanda was lovely patent,easy to talk to , understanding . if these 2 people are a example of the quality of the people who work for you ~ seriously look after them, give them a pat on the back. A big corporation like yourselves or a small care home like ourselves its not rocket science or having to get a degree to understand ~ you need the right quality of staff and once you get them look after them . i have no connection with either person or know them other than to what ive written above .i hope you consider them both regards Adrian Maguire

tom was really helpful and explained everything to me - he also had to fit two meters due to the way my house if plumbed. He also was very good at assuring me that I will save money and even convinced my dad (who was visiting) to swap to a meter too. there was no mess and he was very friendly. great customer service.

this gentleman came out to help us with a problem with our drains today (06/02/12) . He was most helpful to sort the problem, and did so with speed and effeciency. he explained about the new way in which yorkshire water have taken over our drains. these days it is wonderful to have polite and efficient help and this gent is a credit to your company.

Liz Walker phoned me following an inspection by Dave to let me know that during his visit he was really helpful and friendly and explained everything to her so she felt confident about what she was being asked to do. She described him as being absolutely fantastic and a real people person and added that he is definitely in the right job working with customers.Our Water Regulations Inspectors often deliver a lot of difficult news to customers when telling them that they need to make alterations to their plumbing systems, so it is lovely to get some positive feedback from a satisfied customer.

J822387-1-I am writing about the work done at the above address on Wednesday 7 andThursday 8 December by Morrison’s Utility. The two men, whose names unfortunately I do not know, worked extremely hard in foul weather, especiallyon the Thursday. The work was completed on time- according to the letter from the Yorkshire Water Office-,- and cleaned up so well that nobody who had not witnessed the work in progress would even realise that it had been done. The only clue to a sharp eye is the small concreted square on the garage entry slope, and that is because a catlsmall dog walked over it that evening!The plumber, too, was very efficient and made a tidy job in re-routing the pipe work.

^6-2-2012 Drains back garden morning.Mr S Hawkworth came to unblock drains which was filling up and chucking sewerage out all over my back yard,He was very polite when requesting i flush the loo after unblocking the drains said please and thank you also when i mentioned that this was a recurring problem he put the camara down .As my drains have been delt by the council befor this action with the camara has been promised but never cared out so iv now got extra peace of mind .If it is at all possable to say its pleasant having to deal with drains then this young man made it so. With thanks Mrs patricia Lomas

Arrived quickly after i made the call. Did that little bit extra and showed me how to close off the water internally (needed to use a screwdriver in this case!) Didnt expect that as he had come to look for the external tap. It was a home emergency situation - and with a diswasher gushing water all over the place I was extremely happy that the water supply was turned off.

Mr Wilson came to my permises and was not just very polite but also came across as very happy and knowledgable in his work. He got to work immediately expalined the problem they encountered, what they were going to do and the fact they were to call in extra help. Despite having to work with overflowing sewerage they dealt with the problem efficiently and with no disruption; I hardly knew they were there. Additionally I was extremely impressed when someone answered the phone at 8.10pm the evening before to arrange the visit the following morning. Mr Wilson rang me in the morning to let me know what time he was going to arrive; a huge plus. Thank you, well done Yorkshire Water and all your staff.

Extremely pleasant with great sense of humour. Used his initiative to resolve the situation quickly by finding the spare part needed from a colleague working close by rather than wasting time having to go back to stores or getting another team out to complete the job. The job reference. Code was j884479

J853768-4 ref to job no quoted by Mr Nichols 13827902, mr N called to give feedback regarding the visit 31 jan, he advsd the guy was really discreet which was very much appreciated as this is a business & the visit could have looked bad to customers, he said he was also really helpful & informative & showed him the cctv footage & even explained everything to him please pass on cusomer comments, Mr Nichols said he was really pleased with the visit & couldnt praise the tech enough, thanks

J829753-4. Steve provided an excellent service. Customer toasted S.Every on christmas day - said he was very helpful and gave them some great advice going forward.

J817071-3/ 13729720 - Mrs Senior wanted to praise Chris on his phone manner. She said he was excellent and instantly put her mind at rest. He was very calming, understanding and helpful.

J804097-6 - Customer wanted to thank the technicians for clearing the blockage and providing such an excellent service.

J817071 - Both Chris and Craig were excellent and very helpful and explained things. Both of them put her mind at rest and calmed her fears.

13737571 - rang in to praise the 2 guys who called today to replace defective cover, said they were very friendly & efficient, thanks

13724832 - Customer states he is really happy with the jet van operative who attended - was friendly, polite, professional and did a great job to clear the blockage. He was also impressed with the techs attitude at doing this work as the weather conditions were awful.

Technicians were brilliant and very polite. genuinely interested in sorting the problem out and took time to talk to neighbours and explain what they were doing.

J781221-2 - Drain rodding team knew their stuff and it showed in the standard of their work.

J789036-12 - We found all the men very polite, friendly and helpful. All the work was well done and we are very pleased with the outcome.

J758189-2 - Very efficient from start to finish.

J807742-1 - All persons involved were of an excellent quality to the firm. Many thanks again.

J833455 - the jetvan driver who attended the 2nd time provided an amazing service. Not only did he make sure the system was complety clear he also checked the toliets worked before levaing site and disinfected the surrounding area, Customer very happy with serivce.

J861204/ 13776746 - L/lord called to praise Lee BoWman (Peter Duffy) for being efficient, on time and for doing a tremendous job

J757188 - Fantastic work very pleased with the techs that attended site wonderful job. he would like this to be put on the wow awards.

J832436 - John went the extra mile, he communicated with the customer and was very, very helpful.

J837221 - Steven was a smashing la and did a brilliant job. He was very happy with the overall service.

J840843-3. cust really happy with service and praising DA - as we got tech out asap & resolved the problem- and provided excellent service - cust really happy

J879545 - Julie was a pleasure to speak to. She was polite and curtious and very understanding. Best of all she was maing every effort to help and didnt fob him off. The technician did a greta job and was a good ambassador for Drains Aid and put him at ease. He earnt every peeny he is paid. Pverall a great job from start to finish.