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D. Audits of Scottish Water in 2008
Technical Audits Undertaken by DWQR in 2008
Operational Audits
During 2008/9 DWQR carried out detailed technical audits at four water treatment works, and at 11 distribution system locations. The treatment works were audited as part of DWQR investigations in response to incidents at those sites, and a number of recommendations were made. Additionally, a number of sites in the Western Isles that had previously been audited by DWQR were revisited to ensure recommendations had been followed up. It was disappointing to find that a number of actions previously reported by Scottish Water as complete had not in fact been satisfactorily discharged.
DWQR Auditing A Mains Repair Near Dumfries
The distribution audits followed up on the audit programme from 2007, and encompassed a range of activities on the distribution system including mains repairs and rehabilitation undertaken by contractors and Scottish Water.
It was reassuring to note a number of improvements to hygiene practices on the previous year's audits, including increased efforts to keep tools and fittings clean, hygiene in vans and standardisation of the use of chlorous spray solution. A number of deficiencies were also noted, including a continued lack of attention to dewatering of excavations. Discussions with Scottish Water following these audits are ongoing.
A Burst Water Main
Consumer Contact Audits
In early 2009, DWQR audited the information provided to consumers who contacted Scottish Water about water quality matters, and the resulting operational response from Scottish Water. A total of 19 consumer calls were audited in April 2009. An improvement was noted in the way Scottish Water staff provided authoritative information on water quality to callers, although further work is needed. It was also evident that the system for tracking and recording responses to consumer contacts was not always being adequately updated by operational staff who visited consumers to investigate issues. This meant an inadequate record was being kept, and it was not always possible to establish exactly how the issue had been dealt with. This is of concern to DWQR, especially if the consumer needed to contact Scottish Water again about the same issue in future.
A number of very positive points were noted during the audits, including the provision of definite appointments to consumers when a visit was required, and the proactive telephoning of bacteriological results to consumers before the full set of water quality results for the other parameters were known.
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