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We then need to move from reactive to proactive, and it’s all about the Internet of Tings (IoT). Smart devices and sensors will guide a central platform that will shiſt how we communicate with customers, and about what, as well as guiding new organisational-wide process change. In terms of Artificial Intelligence (AI), we have some soſtware officially in use,


such as Microsoſt Copilot; Synthesia AI to produce learning materials; and our Security Operations Centre uses an AI layer over the top of Microsoſt Sentinel. Like many across the sector, we’re playing catch-up with our licensing, so only a few colleagues currently have early access to great productivity tools like the AI Notes meeting summariser, but a broader rollout is imminent and will help drive efficiency, productivity and transparency across our nationwide team. AI will be a crucial factor in any new solutions that we buy or build. We’re


currently looking at a new CRM, and the opportunities to integrate AI in customer service are a big part of our considerations.


KEY OBJECTIVES Looking ahead, our focus will continue to be on the quality of customers’ homes, whether new or existing. We aim to continue to forge important partnerships in sustainability, technology and service provision – building, improving and leading the way – all to meet our offer of quality homes and services for people whose needs are not met by the open market. With the Labour government’s housebuilding targets, new homes will


inevitably be a continual sector focus, with so many people in need of a good home. Having recently celebrated the development of our 7,000th new home since Stonewater was established in 2015, and the 8,000th on the horizon, we have plans to continue a steady delivery of new homes. Large developments of 100s of homes to smaller sites in rural areas – all with energy efficiency and sustainability as standard – will be vital to solving the national housing crisis. Customer involvement and engagement continue to be paramount,


whether that’s shaping services, understanding how to get the best out of new sustainability measures, or supporting us with new initiatives to ensure they make a difference where it’s needed. Transparency and collaborative working with customers are vital to ensuring we meet and exceed new regulations.


We’ve been given a fantastic opportunity to increase the delivery of new homes and provide a more secure future with the new government’s commitments to social housing


We’ve been given a fantastic opportunity to increase the delivery of


new homes and provide a more secure future with the new government’s commitments to social housing. It’s brilliant to see extra funding for the Affordable Homes Programme and while we continue to call for more long- term detail here, we’re hopeful that the ambitions stated so far will enable Stonewater and the sector to invest and plan for a future of more high-quality homes and services for customers and communities.


Article supplied by Nicholas Harris, chief executive at Stonewater. ‘Fabric First’ principles should be applied to water usage ‘F


abric First’ is a practice recognised in the building industry, to improve the energy efficiency performance of homes.


Historically, the environmental impact of


water usage has been largely ignored. However recent environmental concerns and energy costs have highlighted the link between water and the environment. Te recent surges in energy prices have focused attention on the cost. Heidi Mottram, CEO of Northumbrian Water


highlighted the fact that on average 25% of energy used in the home is to heat water. While water efficient appliances, i.e. dishwashers and washing machines, can reduce domestic water and energy usage, much of this hot water used in ‘time critical’ usage e.g. taking a shower or running the tap to rinse dishes. To date, much of the water industry’s focus


has been on adapting customer behaviour. However, Britain’s grey sky and regular rainfall


makes it harder to embed behaviour change. A change in the ‘fabric’ of the water network may be the solution. Our water companies are regulated to provide


a minimum standard of pressure and flow of water, but in many areas due to network structure and gravity fed systems supply is much greater. So, run a hose for five minutes at the bottom of the hill, and your lawn will be greener than the gardener that does the same at the top. Tese ‘time controlled’ uses could be reduced if all households received the same acceptable,


‘standardised’ supply. Groundbreaker’s NRv2 LoFloÆ is a


surprisingly simple method of working towards current water usage reduction targets. NRv2 LoFloÆ regulates the level of flow entering customer premises – regardless of network pressure, meaning a reduction in the level of water used by customers when ‘variable use’ appliances are used. As the flow of water into the premises is limited, then the amount used by the customer is also limited – but without providing a degradation of service, and more importantly not requiring any intervention or behavioural change on the part of the customer, leading to ‘natural’ reduction in per capital consumption. Te NRv2 LoFloÆ can be easily and simply


fitted to any meter installation or retrofitted on meter exchange or when upgrading or remediating underground meter chambers.


HMM12_Groundbreaker_HPAdv.indd 1


Allowing water providers to manage demand with little or no impact on consumers and at minimal cost to the water undertakers. ‘A simple solution at approximately £20 per


household, fitted on the normal meter exchange/ upgrade cycle could achieve in excess of 20% of consumption reduction targets in 10 years.’ A number of flow modulation ranges are


available which enable the perfect balance between usage reduction and service provision. As an added benefit, the NRv2 LoFloÆ can also provide whole site protection against contamination by back flow – effectively a three-in-one solution.


01379 741993 www.groundbreaker.co.uk www.housingmmonline.co.uk | HMM December/January 2025 | 19 19/12/2024 10:37


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