Over 13 million people rely on the services of Thames Water to bring them a clean, reliable supply of water and to ensure that their waste is taken away. Thames Water records and holds a multitude of information regarding individual properties, and receives over 1000 search requests per day from solicitors and search agents at peak moving times - each of which must be logged, answered and filed for reference.
The Challenge
Each time that a property is sold, the buyer’s solicitor is bound to investigate issues that may affect the house, or conditions that may affect the sale. One such search is made to the water provider. Information requests received by Thames Water obliges significant staff resources to be committed to manage the document processing time alone. A gradual switch to electronic document processing was implemented with a robust database to streamline the process and to make linking and logging requests less labour intensive.
