Working Near The Electricity Network. Our Services

Transcription

1 Working Near The Electricity Network Our Services

2 COVER PHOTOGRAPH: Working through the night to take down overhead power lines crossing the M32 in Bristol. 2 Contents Welcome From Our CEO 2 Introduction 3 Summary 4 Cross Infrastructure Services 5 Public Safety Information 6 Work Near Overhead Lines 7 Equipment Location Information 8 Working With Infrastructure Providers 9 Major Infrastructure Projects 10 Performance 11 How To Contact Us 12 Welcome from our CEO Following the UK Regulators Network s (UKRN) consultation on cross-sector infrastructure interactions, the UKRN published recommendations for regulated utility networks to help strengthen and improve the interaction between utility companies and those building new infrastructure who need to carry out works close to utility company assets. WPD is committed to supporting the significant current and planned infrastructure investment across the UK by ensuring that anyone who needs to work close to our equipment can do so safely, and also that it is easy to interact with us. This report provides a summary of our activities and fulfils the requirement for an Access Statement. If viewing in Adobe Acrobat or Reader simply click on the titles above to view articles. Use this icon to return to the contents page Note: Some applications may not support the interactive function within the PDF Robert Symons, WPD Chief Executive

3 Introduction 3 Who we are and what we do Purpose of this report This report is published in response to the 2015 UK Regulators Network (UKRN) project on cross-sector infrastructure interactions. Birmingham Coventry Nottingham Its purpose is to make a public commitment that we have a role to play in supporting the significant current and planned infrastructure investment across the UK by: Reviewing how we make our infrastructure services accessible; Creating an opportunity to engage with stakeholders; Identifying opportunities for improvements. Cardiff Plymouth Bristol This report is aimed at four key stakeholder groups: Customers and clients; Regulators and government; Investors and funders of infrastructure; Other DNOs and network operators. Isles of Scilly 7.8m Our network, which serves 7.8m customers, is the largest in the UK We are one of six Distribution Network Operators (DNOs) who deliver electricity to homes and businesses across England, Wales and Scotland. Our network, which serves 7.8m customers, is the largest in the UK, operating from the Lincolnshire coast, across the Midlands, South Wales and the South West to the Isles of Scilly. Our role is simple: We are not a supplier. We do not buy and sell electricity, or directly bill customers. Our costs account for around 16% of an average annual domestic electricity bill which customers pay to their supplier. Further information for stakeholders For more information about our business performance and improvement initiatives, please see our website stakeholder pages:

4 Summary 4 This report covers two main types of cross-sector infrastructure interactions. These are projects that need us to provide additional protection from our assets and those that need us to permanently relocate or divert our assets. They range from domestic customers who need to carry out work at their home, PV installers, painters, builders or other contractors excavating on or working close to overhead lines, to other utilities, local authorities or developers undertaking larger infrastructure projects. Safety is of paramount importance. We provide information and services to customers and third parties to help them carry out work close to the electricity network safely, and without the risk of damaging our equipment or causing supply interruptions. We can either provide additional protection from, or isolate, our equipment or permanently divert it. We also work closely with other utility companies and developers to assist during major infrastructure projects. Our aim is to make it easy for customers to contact us to request information or a service from us, so that they can carry out their works safely. This report explains how customers can contact us by telephone, by , in writing or via our website. We have been improving the availability of information on our website and on social media. We also provide a Web Chat facility and self service options. UK Regulators Network Good practice principles for managing infrastructure interactions The role of infrastructure network operators Infrastructure network operators recognise the stewardship role they play in developing, owning and operating our national infrastructure, and that effective planning and delivery of new infrastructure, across all sectors, benefits everyone. Efficiency, economy and safety Without prejudicing the needs of customers or funders, or its statutory duties including safety, network operators of in situ assets should act with efficiency and economy when interacting with clients. Transparent processes and practice Network operators should establish and follow a process to manage interactions that is transparent, easy to follow, appropriately resourced and commits to explicit service standards appropriate to the clients and projects concerned, supported by the provision of accurate information about the operators network, safety or process as necessary. Clear, transparent and appropriate pricing Any fees or charges to clients should be clearly explained, reflect reasonable and appropriate cost and risk, without exploiting unfair commercial advantage and where reasonable facilitate efficient planning and delivery of infrastructure projects. Continuous learning and best practice The lessons and experiences of best practice in managing interactions within the organisation, based on measurable performance where possible, and outside are proactively gathered and applied, with a commitment to training and support of staff managing interactions.

5 5 Cross Infrastructure Services Our services: Safety information Equipment location information We publish safety information for anyone working close to overhead lines or carrying out excavation works. We provide cable location and overhead line information via our website, so that work can be undertaken safely. Again, this is usually free of charge. Requests for large scale maps, however, are chargeable. Additional protective insulation Diversions and temporary disconnections For anyone who needs to undertake work near one of our overhead lines, we will provide advice and when necessary, we will visit to install additional protective insulation so that work can be undertaken safely. This is sometimes referred to as shrouding, and is usually free of charge. We will move our cables or overhead lines, or temporarily disconnect our equipment to enable third party infrastructure to be installed. This is usually chargeable. Safety is our first priority 7.8m customers 10,000 new connections 9 out of 10 5,800 requests for additional protective insulation overall customer satisfaction rating 1,800 diversions/isolations (not involving a new connection) MAJOR INFRASTRUCTURE PROJECTS RAILWAY & BROADBAND 485,000 safety leaflets distributed 630,000 equipment location maps downloaded (business requests) 5,600 equipment location map requests (domestic)

6 Public Safety Information 6 Safety is our main priority, which is why we recognise that those engaged in work or leisure activities near our infrastructure may be unaware of the potential risks they face. We use social media and advertising to provide information to a diverse range of people. We run campaigns such as our Think Safe. Stay Safe. public safety campaign. We promote this information in newspapers and farming and land user journals, on our website, and on our social media Twitter and Facebook pages. We also publish leaflets and DVDs providing detailed safety guidance for anyone operating equipment near our lines and excavating near cables, and how to contact us for information when planning work, or in an emergency during work. We also publish safety information on our website at: You can also follow us on Facebook Avoidance of Danger from Electricity Overhead Lines and Underground Cables How to report a safety concern 485,000 We distributed 485,000 safety leaflets in 2015/16 and 2016/17 To report a safety concern related to our electricity infrastructure please call us on 105 (available on land lines and most mobile providers). You can also use

7 Work Near Overhead Lines 7 Additional protective insulation To make it easy for customers to contact us via our website, we have a online enquiry request for anyone needing to undertake work near one of our LV overhead lines. 8days In , we dealt with 5,800 requests for additional protective insulation. On average we installed it within eight working days. We operate our low voltage (LV) network so that safety clearances with buildings meet the requirements of the Electricity Safety, Quality and Continuity Regulations. This provides a safeguard against inadvertent contact and the risk of serious or possibly fatal injury from burns and electric shock while individuals are going about their daily business. For anyone needing to undertake work near one of our overhead lines, we offer an advisory service, and where necessary we will retrofit additional protective insulation sometimes referred to as shrouding, over our equipment, so that work can be carried out safely. Improvements to our service Following feedback from customers, we reviewed our service and worked with our suppliers to make it more customer focused. We now offer an enhanced service, visiting the site to carry out a risk assessment so that we can provide safety advice. Where possible, we will install the most effective and least obtrusive type of additional protection. We now minimise the use of highly visible temporary shrouding, and instead, we have sourced a range of less obtrusive insulation materials which have a longer expected life. This means that where possible, depending on site location and the type of work being carried out, the additional protection will no longer require a second visit for its removal. This service is free of charge to private domestic customers. Work involving multiple requests may be chargeable. How to contact us to make a shrouding request

8 Equipment Location Information 8 Enhancing our service for customers Working with our customers Working with our Connections Customer Panel has helped us to improve the availability of network information, and has led to the launch of our data portal. This enables registered users like Independent Connection Providers (ICPs), renewable energy developers, and electrical design consultants to undertake planning and design work using our asset data in a graphic format to suit their needs. We upgraded the service to provide extrafeatures which enable the downloading of our HV and EHVlinear asset data in a variety of CAD and GIS formats and data chunk sizes (free of charge for approved users), and a map viewing package that enables users to search via gazetteers, pan and print. Charges may apply. 630,000 In there were 630,000 downloads which were processed, on average, within three minutes. When planning to carry out work, customers need to know if there are any electricity lines or cables nearby that should be avoided or moved. We have made it easy for customers to contact us to obtain this information. Private domestic customers can call, or write to our Mapping Centre to request plans showing the location of our cables and overhead lines. These are available free of charge, electronically or as a single paper plan. Each year we deal with over 5,000 mapping requests from domestic customers. On average we responded within two working days. For commercial customers, we have replaced our WPDmap system with the LinesearchbeforeUdig facility on our website. This system has the significant additional benefit of searching over 50 other asset owners in a single query, and enables plans to be requested online. This is a free, online service for utilities, local authorities, connections providers, developers and architects to request plans. A charge is made for users such as conveyancers wishing to resell the plans. Paper plans may also be requested by commercial users on a chargeable basis. To access the data portal please visit: How to contact us to request equipment plans WPDmapresponse@westernpower.co.uk Map Response Team, WPD, Mapping Centre, Toll End Road, Tipton, West Midlands, DY4 0HH

9 Working With Infrastructure Providers 9 Helping others plan diversionary works Minimising traffic disruption Power for homes and leisure We work with a range of third parties including local authorities, other utilities, the Highways Agency and private developers such as housebuilders to help them with their infrastructure projects. In addition to new electricity connections, these projects may also involve the temporary disconnection or isolation of our power lines or cables, or a permanent diversion of our assets to make way for new infrastructure. We process these requests in the same way as requests for a new connection. In many cases the request for a disconnection or diversion is part of a request for a new or altered connection, and will form part of the connection offer and associated terms and conditions. This work is chargeable, and a quotation is provided to the customer before work takes place. We provide assistance during transport infrastructure projects, where we plan our work to minimise disruption to road users. In Bristol, we worked with the local authority to help prepare the way for the new Metrobus system. Our engineers worked through the night to take down overhead power lines crossing the M32, a main route into the city. The job was scheduled at night for safety reasons and to minimise disruption to traffic between two junctions. In Somerset, we worked with the Highways Agency along a stretch of the M5 motorway which was closed at night so that a section of our high voltage 33kV power lines could be raised in order to allow safety clearances to be maintained following the installation of noise baffles. Working safely at night under strong lights was a challenge but we managed to complete the job and hand back control of the motorway ahead of schedule. Electricity supplies form a vital part of new housing and leisure infrastructure. We work with many developers, at the planning stage of their project, to assist them with their responsibility to comply with the Health and Safety Executive s guidance GS6 Avoiding Danger from Overhead Power Lines. Where we are aware of construction work or plant or scaffolding to be used within 15m of a high voltage (HV) overhead line, or where a developer requests guidance, we provide advice on clearances from high voltage lines and general precautions to be taken to enable the developer to conduct an informed risk assessment for their site works. In many cases, in order to get the development up and ready before the main electricity supply can be installed and energised, we need to liaise with the developer to divert the overhead line clear of the site, so that the works can be undertaken safely. The new Friars Walk retail centre in Newport, South Wales, where WPD worked closely with the developers. How to request a new connection or diversion online wpdnewsuppliesmids@westernpower.co.uk (sites in the Midlands) wpdnewsupplieswales@westernpower.co.uk (sites in South Wales) wpdnewsupplies@westernpower.co.uk (sites in South West England)

10 Major Infrastructure Projects 10 We work closely with other utility companies and developers to assist during the early stages of major infrastructure projects. When the project is of national significance we appoint lead managers in each of our four regions to manage the interactions between us and the infrastructure provider. As well as connections to our network, these programmes typically involve diversions or temporary disconnection of our network. Electrifying our railways We worked with Network Rail to enable the multi-million-pound electrification of the Great Western railway line between Paddington and Cardiff. The work involved replacing standard height poles with taller ones to provide the necessary clearance for Network Rail s new overhead power lines, which will electrify the new trains. We also needed to divert sections of our high voltage network, where Network Rail will demolish a railway bridge within which our network has been embedded. HS2 We are working closely with HS2 on the largest infrastructure project in Europe. The 3 planned phases of the project converge right at the centre of WPD s Midlands territory. We will be providing hundreds of connections and diversions to enable the first new intercity railway line north of London to be built in a century. We have appointed a dedicated team to co-ordinate the works and liaise with HS2. Rolling out broadband Over the last few years we have been working with BT s contractor Carillion Telent to assist with the broadband roll-out. This has involved us providing electricity connections to a network of broadband cabinets. Initially, senior management met with Carillion on a monthly basis to ensure that the project ran smoothly and that the workload could be managed effectively by all the local teams across our region to meet Carillion s project timescales. Diverting power supplies as part of the electrification of the Great Western railway line.

11 Performance 11 Importance of customer feedback Ofgem s Broad Measure of Customer Satisfaction (BMCS) enables us to monitor our performance. It includes a monthly survey of customers general enquiries which considers requests for cable plans and safety information, disconnections/isolations and shrouding as main categories. The survey measures ease of contact for customers, politeness of staff, response to requirements and overall satisfaction. In 2015/16, we achieved satisfaction scores of over 9 out of 10 across all infrastructure interaction services, as illustrated below. The results of the customer survey for general enquiries enable us to benchmark our performance against other distribution businesses. We aim to be the top performer across our four operational regions, and the individual scores and comments from customers help us to develop improvement initiatives in areas where further improvement may be required. Our Connections Customer Panel also gives us feedback on our connections services which we publish as our ICE Workplan (Incentive on Connection Engagement). In 2014, one of the first suggestions raised was to improve the access to mapping information, which we have subsequently implemented. For more information about the Connections Customer Panel visit: uk/about-us/stakeholder-information/ connection-customer-engagement.aspx 9 / 10 Customers have rated us 9 out of 10 across all infrastructure interaction services, as illustrated below. Average customer survey score (out of 10) Cablesafe / proximity enquiries Diversions Disconnections / isolations Shrouding 9.11 Cable plans Letting us know what you think If you would like to share your thoughts about any of our services or perhaps about this report, please contact us: By using the feedback form on our website at co.uk/feedback.aspx feedback@westernpower.co.uk Tony Taylor, Information Centre Manager, Western Power Distribution, Avonbank, Feeder Road, Bristol BS2 0TB. WPD score Ofgem target

12 Western Power Distribution (East Midlands) plc, No Western Power Distribution (West Midlands) plc, No Western Power Distribution (South West) plc, No Western Power Distribution (South Wales) plc No Registered in England and Wales Registered Office: Avonbank, Feeder Road, Bristol BS2 0TB December 2017