Northumbrian Water Community initiative achieves world-class benchmark

Northumbrian Water is celebrating its latest Net Promoter Score (NPS) survey results for its Water Rangers community initiative, where volunteers rated the scheme with a whopping +92 – it’s highest satisfaction score yet! 

Volunteer Water Rangers help patrol more than a total of 74 kilometres of waterways, every week or fortnight, reporting their findings so that any potential pollution threats can be dealt with quickly. This proactive community approach to protect the environment was the first of its kind in the UK Water Industry and Northumbrian Water is still the only water services provider to run such an initiative. 

Northumbrian Water’s Wastewater Director, Richard Warneford, said: "We are incredibly proud of our community initiative and delighted with the latest Net Promoter Score results from our volunteers which reflects our commitment to looking after the environment. 

“The Water Rangers initiative has been hugely successful and on a number of occasions, has helped us spot and deal with potential threats to the environment at the earliest possible opportunity. We are incredibly proud of the initiative and everyone who is a part of it.”

Here’s a rundown of the TOP TEN things said by some volunteers when asked, ‘What’s good about being a Water Ranger?’

• “The feel good factor.”
• “Protecting the environment. Being part of a community.”
• “Being able to get out into the gorgeous scenery and the sense that we’re proactively monitoring our waterways.”
• “Purpose, exercise, environment.”
• “Part of a group of people trying to make a difference.”
• “Getting out and about in the countryside while doing a worthwhile activity.”
• “The sense of putting something back into the community. Being outdoors and meeting new people.”
• “Caring for the environment and looking after the river systems.”
• “Playing an active role in your community environment. Added purpose to a dog walk.”
• “Contributing positively to the local environment and feeling valued by Northumbrian Water. Continued learning, improved knowledge and feeling part of a team.”

Volunteers also report on issues that are not the responsibility of Northumbrian Water such fly tipping, fallen trees, abandoned shopping trolleys, defects in footpaths and missing life buoys so that this information can be passed on to relevant authorities to deal with.