Delivering high quality services for Dŵr Cymru Welsh Water customers

Dŵr Cymru Welsh Water is upgrading it's services to improve customer service, sustainability and resilience. We've been appointed lead consultant on the £1.9bn AMP6 business plan. 

Key information

Location: Wales

Date started: 2015

Completion date: 2020

Client’s requirements

Dŵr Cymru Welsh Water (DCWW) is a not-for profit company, owned by Glas Cymru, and is run solely for the benefit of its customers.

With over 3.2 million customers, DCWW is the sixth largest of the ten regulated water and sewerage companies in England and Wales. Their single objective is to deliver high quality water and wastewater services to their customers; representing good value for money.

Turner & Townsend was appointed lead consultant to support delivery of DCWW’s £1.9bn AMP6 Business Plan. Objectives include improving customer service, safeguarding a sustainable environment, reduction of carbon footprint, maintaining a resilient infrastructure, and demonstrating value for money.

  • 3.2 million customers
  • £1.9bn AMP6 Business Plan

Our contribution

We have mobilised a team to provide cost and commercial management, governance and control, audit and assurance, programme and project management, business change advisory, procurement strategy, data and technology, contract services, and real estate services.

These services have been applied across a portfolio of projects including process, infrastructure and dam safety, as delivered by the Capital Alliance Partners and DCWW in-house engineering teams.
We have also provided real estate project and cost management services to support DCWW’s investment in visitor centres and recreational facilities at local reservoirs.

Making the difference

We have shared knowledge and best practice from our multi-sector programme delivery experience. This has helped drive efficiency through the capital delivery process.

Our industry insights also supported development of an effective governance and control framework and supported DCWW to higher-levels of maturity and compliance.

We led the review of the existing capital investment process to identify areas for improvement in relation to value add activities and effectiveness.

Through collaboration with key DCWW stakeholders, the risk and value process was improved, including the tracking of cost benefit and whole life cost in performance reporting.

Our overarching partnership approach provided independent commercial assurance to the capital delivery programme.

Client Testimonial

“Turner & Townsend are supporting Welsh Water on our cost and commercial management for our capital investment programme. I am pleased with the professionalism and competencies that Turner & Townsend have brought to their activities and they are starting to add real value to our programme by bringing wider industry benchmarking and best practice to share with Welsh Water"

Martin Hennessey –

For further information contact:

Emma Radowicz
Business Generation Manager