British Waterways Press Update
24 March 2009
The latest round up of stories for the waterways press.
Waterways Press Update – March 2009
CONTENTS
1. British Waterways’ directors seek customer views on nationwide tour
2. British Waterways National Customer Service Award winner
3. More people are visiting the waterways
4. Tackling fly-tipping at British Waterways’ customer bin sites
5. Late payment charge
6. The Matt Hampson Walk to the Guinness Premiership Final
1. British Waterways’ directors seek customer views on nationwide tour
This summer British Waterways (BW) marketing and customer service director, Simon Salem and BW’s customer operations director, Vince Moran will be hosting a nationwide series of customer forums to meet with boaters, anglers, walkers, and other interested canal users. The series of regional meetings are an opportunity for BW to give a brief update on financing and management issues affecting the waterways before answering questions and garnering customer views and opinions about waterway priorities.
The 14 regional forums will take place between May and September and follow similar sessions held during 2008. The first meeting is scheduled to take place at Crick Boat Show on Sunday 24 May. The full list of events will be available on the BW website at www.britishwaterways.co.uk/meetings.
2. British Waterways National Customer Service Award winner
During March, operations team supervisor on the Caledonian Canal, John Stafford, was presented with BW’s National Customer Service Award by chief executive, Robin Evans. The annual accolade was in recognition of John going above and beyond his day-to-day duties to deliver exceptional customer service.
John was initially nominated by his colleagues on the Caledonian Canal for his help, during his own time, in organising a local charity event aimed at engaging local school children in a community Towpath Tidy, and for being the main organiser of a BW Scotland sports day. However, before being selected as the overall winner by Robin Evans, he was one of a number of short-listed finalists, which included colleagues nominated for delivering exceptional customer service in their environment, heritage, leisure, enforcement, moorings and operations roles.
Commenting on his decision, Robin Evans said: “I constantly hear stories both inside and outside the organisation about how BW people provide truly exceptional customer service. Every year I have to choose just one individual for the National Customer Service Award. This year I have decided John should receive the 2008 award because he has demonstrated a willingness and commitment to our customers that goes way beyond what I could reasonably expect from my employees. John has helped, encouraged, and welcomed visitors on to the Caledonian through a series of public events. He has worked tirelessly, selflessly and frequently in his own time to encourage more visits on to the Caledonian Canal.”
John said: “To be honest, I am still shell-shocked to receive this award, especially when I look at the winning staff members from other regions. I would like to thank Robin Evans for bestowing this award on me and an old lock-keeping friend, Peter Kennedy, who taught me well when I first started on the canal eight years ago. However, I would not have been able to achieve anything without having a good team behind me. As one boat owner said to me, being on the canal is like being part of a village community where everyone helps each other.”
3. More people are visiting the waterways
The number of people visiting the canals is on the up. Figures are measured recording numbers of visitors in a typical two week period, which during 2008 rose over 6% from 3.2 million to 3.4 million people. Waterways users are also visiting more often with the number of individual visits rising 7% from 245.3 million in 2007 to 262.6 million in 2008.
Simon Salem, BW’s marketing and customer service director said: “Increased community involvement in projects such as Towpath Tidy and innovative marketing initiatives, such as the recent Yours to Enjoy campaign, help to encourage people to use the waterways as part of their everyday lives, whether that be to go boating, commute, socialise, fish, exercise, spot wildlife or simply take time out. These latest figures are particularly important when it is considered that the number of visits to inland waterways as a whole is in decline.
“Waterways are a valuable local resource for communities up and down the country to use and enjoy year round – making them a popular destination in these tough economic times. The continued improvement in visitor numbers clearly shows how canals and rivers remain relevant to modern, local communities, and are extremely important in demonstrating to central and local government the value of waterways and the need for the nation’s canals and rivers to be adequately funded for current and future generations to enjoy.”
4. Tackling fly-tipping at British Waterways’ customer bin sites
BW is taking action to tackle the ongoing problem of fly-tipping at customer waste facilities. As part of its customer service provision, BW currently provides boaters with waste collection sites intended for bagged domestic waste only, similar to a residential doorstep collection service. However, there appears to be some confusion surrounding what can and can’t be left at these sites with, in some cases, inappropriate waste (including large domestic items) left by boaters encouraging others in the community to also use the sites as a general waste facility.
BW is unable to dispose of waste through local authority waste disposal services and instead is obliged to pay business-rates for the removal of fly-tipped waste – money that would otherwise be spent on the maintenance and upkeep of the waterways.
To help combat the problem, a number of informative posters will be installed at customer waste facilities, clearly stating what can and cannot be deposited, and alerting users to the fact that it is a criminal offence to fly-tip. The posters will also display the locations of the nearest recycling facilities.
Hannah Graves, BW environmental advisor said: “Fly-tipping is a real problem at some BW waste disposal sites and we are urging boaters to dispose of their bulky or hazardous waste through their local authority waste disposal service. Local authorities provide excellent recycling and waste facilities and most will come and collect larger items directly from their residents who don’t have cars for a small charge.“If everyone took responsibility for their own waste disposal, BW could redirect valuable funds away from clearing up illegal fly-tipped waste and towards projects of real value to customers.”
5. New late payment charge for licences
From 1 April 2009 a late payment charge of £150 will apply for any boat licence, which is more than one month out of date. In these instances a revised renewal notice, including the additional fee, will be issued to the customer.
The charge is intended to encourage all boaters to renew their licence promptly therefore improving BW’s ability to process payments. The money generated from the late payment charge will be used to offset licence enforcement costs.
6. The Matt Hampson Walk to the Guinness Premiership Final
Matt Hampson played rugby union for Leicester Tigers Academy, England U18 schools and England U19 until a training accident in 2005 left him paralyzed from the neck down.
The Matt Hampson Trust Fundraising Committee are organising a charity walk in May, which will start in Rugby and follow the Grand Union Canal, with narrowboats as support vehicles. The walk is backed by Premier Rugby Limited (PRL), The Professional Rugby Players Association (PRA) and all 12 Guinness Premiership Clubs, each of whom will have their own supporting narrowboat. The organisers are hoping for a cross selection of walkers from club supporters to sponsors and, in some cases, players.
The aim is to raise as much money as possible to support the Matt Hampson Trust, SpecialEffect, and other designated charities chosen by each participating Premiership club.
The Matt Hampson Walk will begin on 8 May 2009 at Clifton Cruisers in Rugby and finish at the Guinness Premiership Final at Twickenham on 16 May 2009. For more information, visit www.walk4matt.org or contact Chris Everard on 07850 182199 or chriseverard@ezeedsl.co.uk.