Attendees are guaranteed a copy of:

Payments, Collections and Recoveries in the Water Industry: 5 years of challenge and change

A Capita White Paper - to be released at the event!

Vulnerability: a Guide for Debt Collection

University of Bristol Research Report

Employee Insight Report 2016/2017

A Capita Market Report

The Role Of Analytics In Digital Transformation

A Manager's Guide

5 Customer Management Trends You Need To Be Aware Of

A Manager's Guide

The Questions You Should Ask When Exploring Automation

A Manager's Guide

The Keynote Speakers

Jon Ashley

Associate Director at OFWAT View Bio

Simon Rustom

Managing Director at Customer Consulting View Bio

Anne Marie Forsyth

CEO at Contact Centre Association View Bio

Daniel Walker-Nolan

Principal Policy Manager at Citizens Advice Bureau View Bio

Chris Fitch

University of Bristol View Bio

Ben Earl

Water Efficiency Manager at Southern Water View Bio

Steve Johnson MBE

Member of the Advisory Board for the Water Industry Commission for Scotland View Bio

Damian Biswell

Customer Management - O2 View Bio

Daniel Hewett

Business Solutions Director at Capita Plc View Bio


  • Time
  • Acvitity
  • Info
  • Registration and Workspace
  • Workspace open for coffee and wireless provision
  • Agenda & Housekeeping
  • Simon Rustom
  • Purpose of event & Wider Market Context
  • Stephen Johnson MBE
  • Preparing for PR19 and future regulatory developments
  • Jon Ashley
  • ‘Challenges and approaches’ Panel Debate
  • Jon Ashley and Stephen Johnson MBE
  • Coffee, tea and biscuit break
  • Key Note - The trends in handing customers across industries
  • Anne Marie Forsyth
  • 'Challenges and Approaches’ Panel Debate
  • Anne Marie Forsyth, Dan Walker-Nolan, Chris Fitch and Ben Earl
  • The O2 Journey – balancing cost reductions, customer service with innovation in a regulated market
  • Damian Biswell
  • 'Challenges and approaches’ Panel Debate
  • Anne Marie Forsyth, François Vincent, Stephen Johnson MBE, Damian Biswell and Dan Hewett
  • Summary and Wrap
  • Simon Rustom
  • Lunch and Networking


Yes, there will be workspace available throughout the event. We will set up room for those who arrive from 9:00am, with Wi-Fi, workspace and refreshments available.

The event is invite-only; however, it will be of particular interest to senior decision makers within the water and related industries. If you wish to attend, please get in touch with Brad Crompton at

Yes, there is no charge for attending the event.

The agenda can be found at the top of this page.

Absolutely, available for all attendees is the following:

  • Payments, Collections and Recoveries in the Water Industry: 5 years of challenge and change – a Capita discussion paper – to be released at the event!
  • Vulnerability: a guide for debt collection – 21 questions 21 steps – University of Bristol research report
  • Employee Insight Report 2016/2017 – a Capita market report
  • We also have more material available to download on the site and at the event!

Post Questions For Our Panel

Previously Submitted Questions

  • What lessons have been learnt from competition in the business sector?
  • How will you benchmark performance of handling customers in vulnerable circumstances?
  • There seems to be a reluctance to sell debt in the water industry – given local authorities and central government are selling debt is this something the water industry should consider?
  • Given the regionalised nature of water provision (notwithstanding the possibility of competition in the next period) should water authorities align more closely with local authorities on customers in vulnerable circumstances and benefits?
  • What success have we had since PR14?
  • Do you think metering will help manage customer debt and what lessons have we seen in energy with pre-payment meters?
  • Do you believe there will be ODIs attached to customer vulnerability in the next AMP?
  • Has the new revenue forecasting mechanism introduced in this AMP, worked for both water companies and their customers?

The Venue


The Crystal, London


We are hosting our event at The Crystal, London. The Crystal is a sustainable cities initiative by Siemens, the world’s most sustainable events venue and the largest exhibition on the future of our cities.

How to Get There

The nearest station is Royal Victoria, on the DLR line.



Bank Station < DLR > Royal Victoria – 20 mins
Waterloo <Jubilee > Canning Town <DLR> Royal Victoria – 30mins
Euston <Northern Line> Bank <DLR> Royal Victoria – 37mins



City Airport <Taxi> The Crystal – 8 mins

Where to Stay

Good Hotel London Polished floating hotel offering chic, snug rooms with free Wi-Fi, plus a rooftop terrace & bar.
Hotel Novotel – Waterfront option offering unfussy rooms, meeting facilities, and a restaurant with Docklands views
Crowne Plaza Docklands - Modern dockside hotel with smart en-suite rooms, restaurant, gym and spa.