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Visibility, Integrity, Collaboration

Connecting Local Communities with Care

Think of CLC as a true extension of your team. As guardians of your brand, we work tirelessly to keep households and businesses connected to the essential services you provide. It’s our mission to work together to maintain and grow local infrastructure with respect and care for people and the environment. Quality and efficiency come as standard.

CLC Utilities branded van on the road

Our commitment

We’re commited to outstanding customer care with laser-focus on ensuring our outstanding customer care shines through everything we do. 

 We work in partnership with our customers to communicate effectively and collaborate to find the right solution for their needs.

CLC Utilities van outside a green door

A conscientious customer approach

Our unique approach includes our Gatekeeping Process. All minor, major, planned, and unplanned work filters through our Gatekeeping Process, with key decisions informed by our Impact Assessments. At this stage, we also identify and specifically plan for Vulnerable Customers who will be affected by any works. As such, we are prepared for all projects and undertake them with a seamless project management approach.

 

Through the Gatekeeping Process we identify and minimise the disruption and impact of all works on stakeholders. Where there is likely to be a high impact on customers we deploy a dedicated Customer Liaison Officer (CLO) to the site.

CLC customer care app

Using technology and innovation to improve customer care

We use advanced technology and innovative practices to deliver our customer service objectives. Core to this is our customer app which provides real-time and up-to-the-minute updates. This personalised service provides a powerful platform to engage, listen, respond, and spot issues before they become problems.

 

Whilst not all incidents can be avoided, we take every step to minimise their impact, reduce their occurrence and to recover quickly.

Innovation

A passionate commitment to innovation lies at the heart of CLC Utilities

Motivating us to excel as industry leaders. Innovation not only shapes our evolution, but also underpins our laser-focus on raising standards and safety expectations. It drives us to fulfil project commitments and enhances our customer engagement systems, ensuring responsiveness.

 

Innovation transcends mere rhetoric – it’s an integral part of our DNA to improve in key areas such as process development, systematic management, measurement, and control. It’s seamlessly integrated across our culture and management ethos.

 

Our enduring reputation as industry frontrunners, particularly in customer-centricity, is reinforced by our continual investment in innovation. We conceptualise and execute new ideas to exacting standards, continually seeking to streamline operations, reduce costs, and enhance safety.

 

In the dynamic landscape of the utility sector, we lead the charge in embracing technological advancements. Our objective is to deliver cost-effective, intelligent solutions while keeping the customer firmly at the forefront of our endeavours.

 

Our commitment to innovation is deeply ingrained within our management framework, driving our success from within.

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Working in your area

The works have been completed successfully. Thank you and the team from CLC who have been excellent. I had made it clear residents needed access etc and they were all very helpful and accommodating. The works have also been completed to a high standard.

Affinity Water Customer

  •  The nature of utilities replacement and reinstatement works means that there may be disruption to local communities. We strive to adopt working processes and systems which ensure that disruption is minimised.

  • We know that excavation and repair works on the roads you use, pavements, town centres and more can impact your enjoyment of your environment. We care about the impact our work has on local communities. We recognise that often, disruption can be mitigated when you know what to expect. This is what you can expect from CLC Utilities when we are working in your local area.

  • CLC Utilities operate a unique Gatekeeping Process whereby all works are carefully assessed prior to excavation commencing. This means that we use surveys and site visits to ensure that when work begins it can be completed in the shortest time possible, with minimum disruption.

    During this time there may be spray markings on the roads and walkways. This isn’t permanent and will dissolve over time.

  • We are also popular within the utilities sector because of our specialised turnkey trailer teams. These teams carry all the equipment and skilled staff needed to ensure that a job can be carried out from start to finish by the same people. This reduces the risk of delays whilst a site is waiting for additional material or personnel.

  • Depending on the scale of the works, and the location, different actions are taken to ensure a safe area and that disruption to you is minimised. For large excavations, we will protect the local community by using safe dig techniques as well as ensuring secure barriers are in place. We also take care to use signage which will keep you informed about what is happening on site as well as provide information regarding diversions, timescales and contact details for us.

  • Sometimes we will need access to your private property. If this is necessary, we will inform you personally and liaise with you regarding this. We aim to give you reasonable notice, but occasionally in the event of emergency repair works, this may not always be possible.

    We always work swiftly to ensure that work is completed quickly.

  • At CLC Utilities we are industry-leaders in terms of innovation as well as the reuse of dug materials. Our innovative techniques (such as vacuum excavation) ensure that work is carried out in ways which substantially reduce impact on the environment and the time taken.

    Furthermore, by upcycling and reinstating many of the materials we dig, there are no delays concerning reinstatement works. We take care to remove materials, such as flag stones, in a way which means we can reuse them following the repair or replacement work. We have immensely high standards which our personnel must adhere to in terms of site cleanliness and reinstatement.

  • Depending on the scale and scope of the work our Gatekeeping Process also decides who to have on site. This may include a welfare unit and Customer Liaison Officer (in a named vest) if we are working in an area where there are vulnerable customers. We also, in the event of high-risk or complicated works, will ensure that there is director-level presence on site. There will be information at the site regarding how you can contact us and our Customer Liaison Contact is clearly marked on their clothing. e will work around the clock, using shift working, where necessary.

  • It is of paramount importance to us that we reduce risk and create safe working environments both for our personnel and for members of the public. All customer liaison personnel carry identification cards and you can request to see these at any time. Our processes, from Safe Dig techniques to barriers and road works are all designed to ensure a Zero Harm environment.

    We take additional care to cater to the needs of vulnerable customers. For example, we will create wheelchair and pushchair accessible safe walkways if we have to close the pavement during the works.

  • We continually strive to improve the service we provide to customers. In order to do this, we rely on feedback from customers who have experienced us working in their area. We leave Customer feedback cards to advise of works and contact details for any questions. We would be grateful, therefore, if you are contacted regarding feedback from site personnel or office staff that you complete and return it as soon as possible.

  • If at any point during CLC Utilities working in your area you have any questions or concerns, please get in touch with our Customer Care team who will be happy to help.

Every single team that turned up were efficient, polite, and hard working. The service I received was great, and second to none.

Affinity Water Customer

CLC customer care app showing a new message has been received from a customer

A relationship centred approach to customer support

Central to collaboration with our customers, and via the customer app, is the relationship with our Customer Liaison Team (CLT) which manages all communications with customers.

 

The CLO can be dispatched to site swiftly to rectify any problems, as they occur, in addition to monthly meetings with client representatives. Where necessary, we have a clearly defined escalation process to overcome issues quickly and smoothly.

 

Alongside this, we seek to build collaborative relationships with your customers through a designated and visible onsite Customer Liaison Contact. For example, site visits, door-to-door calling, courtesy boards and Customer Care Cards are a standard part of our service.

Man in CLC Utilities branded PPE on the phone

A culture of learning

We build resilience from all incidents, learning from them for the future through evaluation and analysis. We also conduct audits using our real-time customer satisfaction app.

 

We proactively work to ensure that customers receive a positive experience working with us. It’s for this reason, we are chosen again and again.

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