Annual Report

Health and Safety Year ended 31 March 2009

Contents 3 Overview 7 Review of performance 2008-09 10 Recognising excellence and achievements 11 Occupational health and safety management system 15 Governance 18 Appendix 1: Health and safety organisational structure 19 Appendix 2: How we manage health & safety in an outsourced service industry 21 Appendix 3: OHSAS 18001: 2007

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Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

Overview Introduction The occupational health & safety (OH&S) of our employees, contractors and members of the public is our highest priority. Our commitment is that: ‘everyone who works on our behalf or is affected by our undertaking has the fundamental right to return home safely at the end of each day’. Dŵr Cymru Welsh Water (Welsh Water) is responsible for the delivery of water and wastewater services to over three million people in Wales and certain adjoining parts of England. All asset operation and maintenance, asset investment, and customer and support services are provided by the Welsh Water Asset Management Alliance (AMA), which is a partnership between Welsh Water and twelve specialist outsourced service providers. Although Welsh Water only employs 190 staff directly, on average the AMA employs around 4,500 people to deliver these essential public health and customer services to Welsh Water’s customers.

OH&S performance is reported in a Monthly performance report which is reviewed at each meeting of the Board and the Quality and Environment Committee of the Board (QEC). QEC also reviews all significant accidents and nearmiss reports and receives regular updates on key OH&S issues, developments, legislation, and briefs the Board on these matters, as appropriate. Within Welsh Water, each tier of OH&S management (i.e the executive committee of the Board, the company’s OH&S steering group and an OH&S consultative committee) has a defined responsibility to encourage a positive OH&S culture in the business. We place great emphasis on monitoring contract partner performance and oversight of AMA procedures that promote and share good practice across the AMA. Within the AMA, each partner has its own governance arrangements to manage and monitor its own OH&S performance and obligations. Welsh Water encourages continuous improvement in OH&S performance via a business support team in which OH&S specialists from across the AMA participate and which meets every two months. Through this arrangement, we share information across all AMA partners, issue safety-alerts and generally oversee the management of OH&S in the AMA to a consistently high standard.

On any working day, construction or engineering work may be being carried out at over 200 individual sites across the Welsh Water region, and up to 4,000 procedures or operational activities are performed at our treatment works or on our network of water and wastewater pipelines. Within the AMA, all management teams provide leadership and ownership of OH&S, and helping us ensure that we manage risk effectively, there are Proactive OH&S improvement plans and audit over 40 dedicated H&S professionals. In 2008-09, AMA partners implemented 157 OH&S initiatives (comprising 375 individual health and safety action plans) to deal with major risks and Governance to maintain management focus on continuous Welsh Water’s management framework for OH&S improvement in health and safety. By the end of complies with the internationally recognised the year, 98% of all the stated objectives in the OHSAS 18001 standard, which incorporates plans were achieved and delivered. a robust governance structure, and we use the Institute of Directors and Health & Safety Executive ‘Leading Health & Safety’ guidelines as a In addition, over 400 person hours were expended benchmark for the development of OH&S strategy. on the OH&S audit programme. This included Previously, CHSS Limited has looked at the OH&S 47 ‘cross partner audits’, under an audit process governance structures used by some of the UK’s we introduced in the AMA some six years ago to leading ‘blue chip’ companies and independently reflect our outsourced service delivery structure, confirmed that our framework meets what is seven audits by Welsh Water’s insurers and eight considered ‘good practice’ in a wider industrial independent audits carried out on behalf of Welsh context, and in some respects is amongst the best Water by Connaught Limited. standard they have seen.

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Safety performance In 2008-09 there were 34 reportable accidents in the AMA. This is a marginal improvement on the previous year (35 accidents), but represents a 26% reduction over the last 3 years and continues an improving trend that goes back to 2001 when Glas Cymru acquired Welsh Water. There has been an increase in non-reportable accidents with 384 incidents compared with 374 in 2007-08. This should, however, be viewed in the context of a workforce that was 10% larger than in 2007-08 and which, at its peak, was 4,950 staff. This is reflected in the Accident Incident Rate (AIR - injuries per 100,000 employees), which shows a good improvement reducing to 700 for reportable accidents (2007-08: 791) and 7894 for non-reportable accidents (2007-08: 8452).

Reportable accident incident rate (AIR) 700

0.16

1,500

We have seen a further, encouraging, increase in the number of ‘near hits’ reported in the AMA, which is up by 42% to 761. These are important ’learning events’ and form a key part of our process of continuous improvement. Ill Health days lost per employee 4.78

0.19

0.5

0

5.77

0

10

Construction Industry AIR for 2007-08 was 906.

4,425 employees in 2007-08, 4869 in 2008-09.

4,425 employees in 2007-08, 4869 in 2008-09.

Internal and external audits completed

Roadmaps completed

Enforcement actions

44

0

55

100

Cross partner audits plus 8 external audits per year.

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In 2008-09 the service partners who deliver Welsh Water’s capital investment programme achieved a best ever AIR of 229, which compares very favourably with the latest available construction industry average AIR for 2007-08 of 906. One Capital partner also passed a considerable milestone of ‘three million hours worked’ without a reportable accident.

Injury days lost per employee

791

0

We benchmark our AIR performance against two other UK water sector delivery alliances, which in 2007-08 (latest available data) reported AIR’s for reportable accidents of 984 & 1009.

0%

98%/98% 100%

163 roadmaps in 2007-08, 157 in 2008-09.

0/0 0

10

No enforcement actions for more than 5 years.

Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

The behavioural safety challenge

Health performance

Despite the overall improving trend in safety performance within the AMA, we are seeing, what we consider to be, an unacceptable proportion of avoidable accidents. Of the 34 reportable accidents in 2008-09, which resulted in injuries that cause people to take more than three days off work, we believe that 28 had a human factor or behavioural element as a significant contributory factor.

In 2008-09 we reviewed our occupational health (OH) strategy, both in Welsh Water and the wider AMA. Arising from this we have agreed a ‘minimum standard’ for OH provision and a standardised approach to health screening across the AMA. We are working to deliver improvement in OH performance at the same pace as improving safety in the workplace, and all AMA partners have OH improvement plans in place, which are subject to regular review.

This is illustrated by the fact that slips trips and falls, and handling and lifting accidents account for nearly 60% of all lost time injuries, and is an area of performance which did not improve last year. In response, we have reassessed OH&S training and awareness programmes across the AMA to improve the focus of all our staff on personal risk assessment, and the need for greater care before commencing any job, no matter how small. It could be argued that we have reached a performance plateau in relation to the number and type of incidents experienced over the last two years. This is not an acceptable position for Welsh Water and, in the same way as we have improved the AIR and increased ‘near miss’ reporting, we are determined to increase the behavioural safety awareness of all staff. This has already started in 2009/10, with the launch of an ‘AMA AWARE’ improvement plan focused specifically on tackling human factors that influence safety in the workplace. All AMA partners are tailoring their respective plans to help their staff recognise how individual behaviour can be positively improved to eliminate avoidable accidents.

This has resulted in some improvement in performance, but there is still work to be done in this area. In 2008-09 we lost 23,281 working days to illness (2007-08: 25,534), but this remains higher than our best-ever recorded performance in 2006-07 of 21,059 working days. This best ever performance, which we aim to surpass in the future, equates to 2.05% of total working days.

Welsh Water’s health and safety management system In January 2009, Welsh Water retained certification to the OHSAS 18001 accredited standard for the systems and processes used to manage OH&S in Welsh Water. This was achieved to the higher 2007 specification and builds, just eleven months later, on the achievement reported last year of achieving the OHSAS accreditation to the 1999 standard. To retain OHSAS accreditation Welsh Water had to successfully pass two independent audits, which were conducted by SGS UK Ltd.

OH&S training in Welsh Water In total, 20 managers with specific responsibility for managing outsourced services have now achieved the National Examination Board Certificate for Occupational Health & Safety (NEBOSH). Three of these have also completed the associated Construction Certificate training.

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Recognising health & safety excellence In March 2008, we held our second annual OH&S Conference, which was attended by a cross section of 230 staff from across the AMA. This Conference, which was again sponsored by Welsh Water’s insurer – Mitsui Insurance, received presentations from independent experts in the field of OH&S including the Health & safety Executive, and was our platform to present annual awards to recognise OH&S Excellence.

Conclusion 2008-09 has seen a further positive development of OH&S within Welsh Water and the AMA. It is encouraging that we achieved the OHSAS18001: 2007, which is a far more demanding standard. Whilst we had a similar level of reportable incidents to the previous year, it is positive to report that our overall Accident Incident Rate has reduced from 791 in 2007-08 to 700 in 2008-09, especially as we have an overall 10% increase in the workforce in this period. There is, however, scope for further improvement, especially as over 75% of our reportable accidents are considered avoidable. Looking to 2009-10, we have already started to place additional management focus and employee engagement on improving behavioural safety and I believe that we have a well-developed plan to improve overall performance in 2009-10.

Peter Perry Operations Director

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Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

Review of performance 2008-09 This report details the performance not only of Welsh Water and its major contract partners, but also their first line contractors. This is the fourth year that we have been able to report on the health and safety performance of all companies that make up the Welsh Water Asset Management Alliance (AMA) and whose work delivers Welsh Water’s undertaking.

Performance data

The total days lost to injury also fell by 3% in 2008-09 (down from 827 to 799 days). Due to the larger size of the workforce, the injury days lost per employee fell 16% to 0.16 (2007-08: 0.19).

Continuing the improving trend of the last four years, in 2008-09 we saw a 3% reduction in reportable injuries (down from 35 to 34), although the number of non-reportable injuries rose by 3% (up from 374 to 384). This is, overall, a good performance for the year, as across the AMA we employed 10% more staff who worked 11% more hours than was the position in 2007-08. The resulting Accident Incident Rate (AIR - injuries per 100,000 employees) for 2008-09 was 700 for reportable accidents (2007-08: 791) and 7898 for non-reportable accidents (2007-08: 8452).

One fifth of all accidents resulted in lost time. Of the 418 accidents (34 reportable and 384 non-reportable), 327, or 78%, did not result in any lost time.

Reportable accident incident rate per 100,000 employees

Injury days lost per employee

1500

0.25

1200

0.20

900

0.15

600

0.10

300

0.05

0

2004-05

2005-06

2006-07

2007-08

0.00

2008-09

Non-Reportable accident incident rate per 100,000 employees

10

8000

8

6000

6

4000

4

2000

2 2004-05

2005-06

Incident Category Reportable Non reportable Dangerous occurrence Near hit/miss Reportable diseases Enforcement action Days lost due to accidents Days lost due to all illness Average no. employees (FTE) Total Hours worked this year

2006-07

2007-08

2008-09

2004-05 40 339 6 400 0 0 810 18,263 3,939 7,762,083

2004-05

THM

2005-06

2006-07

2007-08

2008-09

Illness days lost per employee

10000

0

THM

0

THM

2004-05

2005-06 46 284 0 306 0 0 748 21,995 3,906 7,599,229

THM

2005-06

2006-07 42 301 1 378 0 0 898 21,059 4,279 8,292,064

2006-07

2007-08

2007-08 35 374 4 537 3 0 827 25,941 4,425 8,638,506

2008-09

2008-09 34 384 0 761 1 0 799 23,281 4,869 9,600,997

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Analysis of accident data for 2007-08 showed that two accident causes (slips, trips and falls on the same level, and handling, lifting and carrying) accounted for a significant proportion (68%) of all accidents. Significant attention was given to improving performance in these areas in 2008-09, as a result of which this number fell to 58% of all accidents (reportable accidents: 55%; non reportable accidents: 58%). This shows that we still have room for improvement as, together, these injury types accounted for 66% of all time lost due to injury (i.e. 542 days). Improving performance further still is a main objective for 2009-10, which will benefit the health and well being of staff and, consequentially, improve the operational efficiency of the business.

Dangerous occurrences There were no dangerous occurrences recorded during 2008-09 (2007-08: 4)

Enforcement actions There was no enforcement action (HSE prosecution, prohibition notices or improvement notice) initiated against any AMA partner in 2008-09, although HSE investigation of the fatality at Prioress Mill Pumping Station in 2006 has yet to be concluded. No enforcement action has been taken in any of the past five years.

Monitoring days lost due to Illness Since 2000, Welsh Water has recorded ill health absence in line with the Water UK Clearwater 2010 programme. Clearwater 2010 is supported by all UK water companies to improve the occupational health of the 240,000 direct and indirect workers in the water industry. It is designed to demonstrate that water companies are responsible employers through a ten year commitment to improving industry performance against seven monitored risks, five of which are specifically work related.

Near hit reporting The monitored risks are: A Near hit is an event or incident that has the potential to cause harm, without actually doing „„Repetitive Strain Injury (RSI) related absences so. Near hit (or near miss) reporting is therefore „„Back related injuries positive, and is encouraged, as the resulting „„Other muscular skeletal disorder related information can be used to notify others of absences potential risks and to revise safe working processes „„Hand Arm Vibration Syndrome (HAVS) related and procedures. In 2008-09 near hit reporting absences increased by 42% (from 537 events to 761). „„Gastro intestinal Infections „„Stress related absences Reportable diseases „„Upper Respiratory Infection Absences There was a single incident of reportable disease (non-work related) recorded in 2008-09 (2007-08: 0). In 2008-09, a total of 23,281 days were lost Following regular and routine Hand Arm Vibration as a result of illness amongst the 4,869 AMA Syndrome (HAVS) surveillance by one of Welsh employees. This is a welcome 9% reduction Water’s partnering contractors, an operative was compared with 2007-08 (25,534 days lost; 4,425 referred to the Occupational Health Practitioner, employees) and reduces the average days lost per who diagnosed HAVS. On investigation, it was employee from 5.77 to 4.78 confirmed that this was caused not as a result of working for the AMA, but from exposure to The highest proportion of absences related vibration in work undertaken for a previous to back injuries and other muscular skeletal employer. The individual was subsequently disorders which resulted in 3,798 days lost, or engaged in duties that did not involve the use 16.3% of all illness absences. 3319 days were lost of vibrating tools. No days were lost as a result (14.3%) to stress related issues (although stress of this incident. is not specifically defined as being work or non work related), and 2838 days (12.2%) to upper respiratory infections.

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Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

Review of major accidents

Causes of Injury

Of the 34 reportable accidents experienced in 2008-09, nine resulted in major injuries, seven of which resulted from slips trips and falls and two as a result of from being stuck by a moving object.

Slipped

%

Major reportable injuries are defined in RIDDOR (Reporting of Injuries, Diseases and Dangerous Occurrences Regulations 1995) and are mainly concerned with fractures, dislocations, loss of sight, chemical burns, electrical shock or burn, or loss Body part injuries of consciousness. Each of the major injuries in 2008-09 was a bone fracture: five were to feet or legs, three to arms or hands and one to the ribs. The remaining 25 reportable accidents were classed as ‘reportable’ as they resulted in lost time exceeding three days.

34 Slipped, tripped or fell on same level 24 Handling, lifting or carrying 16 Other 10 Hit by moving object 8 Hit by something fixed or stationary 3 Exposure/contact with a harmful substance 2 Hit by moving vehicle 2 Fell from height 2 Contact with moving machinery

Other

Hit by s

Hit by m

Hit by m

Handlin

Fell from

Exposu

Contact with electricity physically assaulted Injured by an animal

%

Contac

26 Hand/finger/wrist 16 Leg/knee 17 12 11 13 3 2

Head/neck Foot/ankle/toe Arm/elbow/shoulder Back Eyes Chest

A total of 325 days were lost due to these major injuries, which equates to 39% of the total time lost due to injury. 2008-09 performance data and future challenges „„Number of reportable accidents continue to fall (3% since last year) „„Non reportable injury numbers are 3% higher than last year „„AIR (accident injury rates) both reportable and non-reportable are improving (falling from 791 to 700 for reportable accidents, and from 8452 to 7898 for non-reportable accidents) „„The number of days lost to injury is broadly the same as in 2007-08, albeit that the number of employees and total hours worked have increased by 10% and 11% respectively In 2009-10 the challenge will be to maintain the overall rate of progress we have achieved to date, whilst speeding up progress on the areas we have targeted for continuous improvement. This will involve a concerted focus on behavioural safety issues and will require the successful delivery and deployment of our ‘AMA AWARE’ OH&S Campaign. Behavioural safety will also be the major theme for our third annual occupational health and safety conference in June 2009. This campaign programme will consist of renewed efforts in the following areas with the aim of achieving a 10% reduction in our Reportable Accident Incident Rate and a 15% reduction in work related illnesses:

Attention 75% of all reportable accidents last year could have been avoided – That is over 20 serious accidents.

Willingness By all of us to accept that the way we behave can lead to unnecessary accidents.

Action Take increased care before work. Ensure we undertake personal risk assessments as we carry out our work.

Recognition That the way we approach our work can affect our safety.

Encouragement Leadership teams in the AMA committed to Health and Safety. Managers as role models for good Health and Safety.

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Recognising excellence and achievements Health & Safety Conference In March 2008, Welsh Water held its second annual Health and Safety Conference, sponsored by insurers Mitsui Sumitomo. Over 230 individuals attended the conference, including executive and non-executive directors, safety representatives, senior managers and health and safety specialists from across the AMA. The theme of the conference was ‘The Journey to Zero’, reflecting Welsh Water’s ambition of achieving no reportable accidents, and included high profile guest presenters, speaking on topics that included: the importance of strong leadership, the behavioural aspects of improving health and safety performance, occupational health and welfare and the new offence of corporate manslaughter

Welsh Water’s third Health & Safety Conference (June 2009) will concentrate on the behavioural aspects of improving health & safety, and speakers will explore the significance of unsafe behaviour, talk about real life examples of when things go wrong, show examples of developing behavioural safety programmes, and explore the reasons why people take risks.

Excellence awards In 2007 Welsh Water introduced its Occupational Health and Safety Excellence Awards – with an overall winner, highly commended and commended categories. Following its initial success it was quickly decided to make these awards annual and, in 2008, the awards were extended to include categories for individuals and teams based on recognition of an ‘outstanding contribution to health and safety’, and ‘best innovative idea’. These five awards have now become a regular feature of the annual Health & Safety Conference.

During 2008-09, a number of Welsh Water’s AMA partners received external recognition for their achievement in health and safety, whilst working for Welsh Water. These include:

Partners’ achievements Black & Veatch

„„RoSPA Gold award specifically for work within the Welsh Water AMA „„Considerate constructors award: bronze for Bretton WTW (jointly with Costain) and silver for Penybont WTW

ChandlerKBS

„„Recognised by the Building Magazine’s ‘Good Employer’s Guide’ as well above average in H&S terms „„Achieved 98.7% for health and safety in UVDB Verify

Costain

„„RoSPA Gold award „„Considerate Constructors Scheme: Bronze Award for Bretton WTW (jointly with Black & Veatch) „„Verify audit score 95.4%

Hyder Consulting

„„Swansea and West Wales Occupational Safety Group award 2008 „„RoSPA Gold Medal for 2009

Imtech Process

„„Over one million AMA man hours without a reportable incident „„Successfully achieved certification to OSHAS 18001 – 2007 „„RoSPA Gold Award

Laing O’Rourke

„„Won the IWO Innovation award, in the ‘people’ category

MorganEst

„„RoSPA Gold award 2008 „„Considerate Constructors Award – 2008 National Award Winner „„2009 - Three prestigious Considerate Constructors Scheme Awards

Morrison Construction United Utilities Operating Services (UUOS) Utilitec Veolia

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„„RoSPA Gold Award 2008 (5th consecutive year) „„Winner - Constructing Excellence in Wales National Award 2008 and finalist -

Constructing Excellence National Awards 2008

„„Third year without a reportable injury in the AMA „„Swansea and West Wales Occupational Safety Group has adjudged UUOS safety performance for 2008 as

outstanding, and singled out this organisation to receive the Chairman’s Award for European Safety Week Events as well as the Safety Certificate.

„„Successfully continued accreditation for UVDB Verify and CHAS „„RoSPA Gold Award 2008

Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

Occupational health and safety management system Introduction In 2008-09, the Welsh Water health and safety management system was substantially revised to meet the requirements of the revised OHSAS 18001:2007 standard. Principal amongst the changes were a much greater emphasis on ‘health’ rather than just ‘safety’, and significantly improved alignment to ISO 14001:2004. OHSAS 18001 is based on establishing and maintaining a formal occupational health and safety management system to ensure a structured, systematic approach to occupational health, safety and risk.

Welsh Water obtained the previous standard (OHSAS 18001:1999) in 2007-08. Moving to the new standard meant a significant increase in scope for the areas covered by the new standard, particularly in relation to the management of Welsh Water’s service partners and the management of risk associated with ill health and the promotion of wellbeing. (See appendix 3 for a definition of the OHSAS 18001 process).

OHSAS 18001:2007 In February 2009, Welsh Water successfully satisfied the requirements of its external awarding and accreditation body and was awarded the new OHSAS 18001:2007 international health and safety management systems standard, which underpins the accredited management framework for occupational health and safety used within the business.

OHSAS 18001 achievements across the AMA Accredited

Working to Accreditation

„„Laing O’Rourke - OHSAS 18001:2007

„„Severn Trent Labs - OHSAS 18001:2007

„„Hyder Consulting - OHSAS 18001:2007

„„UUOS - OHSAS 18001:2007

„„Veolia - OHSAS 18001:2007

„„Kelda Water Services - OHSAS 18001:2007

„„Imtech - OHSAS 18001:2007

„„Cap Gemini - OHSAS 18001:2007

„„Black & Veatch - OHSAS 18001:2007

„„Utilitec

- ISO14001 and OHSAS18001

„„MorgaEst - OHSAS 18001:1999 (OHSAS 18001:2007 pending) „„Management Registration) „„RPS - OHSAS 18001:2007, also PAS99: 2006 (Integrated

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Managing risk across the AMA – improvements in 2008-09

Promoting good practice

Access to operational assets Access by third parties to operational assets has always been a risk to be managed. Last year we revised, extended and re-issued Welsh Water’s ‘Procedure for Safe Access to Operational Assets’, which applies to all operational assets and means that we have a single protocol for asset operators and third parties to use to manage and visit operational sites in a controlled and safe manner. The revised procedure specifically addressed problems previously experienced by Welsh Water’s service partners.

OH&S training within Welsh Water in 2008-09 NEBOSH certificate: Following the ambitious training programme during 2007-08 where numerous Welsh Water employees were awarded the NEBOSH general certificate or construction certificate, a further 2 employees achieve similar awards last year. Within Welsh Water there are now 20 employees with the NEBOSH general certificate, including 3 who in addition, hold a NEBOSH construction certificate. This is, arguably, one of the highest levels of line management staff with health and safety qualification in the sector.

Potential Explosive Atmospheres (PEXA) In January 2009, Welsh Water published a revised PEXA handbook that is used by all operating partners and designers. The revised handbook provides new guidance to assist in the classification of potentially explosive atmospheres within Welsh Water’s water and wastewater operational processes.

Driver training: Driving at work is one of the highest risk activities undertaken by Welsh Water. Last year we commenced an 18 month programme of risk assessment and bespoke driver training to help identify and minimise the risks of this activity to its employees with the sole aim of significantly reducing the likelihood of being involved in road traffic crashes. This refreshes the programme undertaken in 2006.

Health and safety handbook Welsh Water’s health and safety handbook provides clear guidance for staff on how to manage the risks associated with the work they undertake on behalf of Welsh Water, and provides detail of the company’s health and safety policy and key safety procedures. Last year, a substantially revised (third) version of the handbook was issued to all staff. This includes a comprehensive description of the roles and responsibilities of staff, managers, directors and the various groups involved in health and safety management across the AMA. Electronic accident reporting The ‘Welsh Water Incident Tracker’ is an internetbased management tool introduced in April 2008 for the recording and reporting on injuries, incidents, and illnesses. This system is available to all AMA service partners. It provides an easy to use database to record injury and illness details, but also assists in trend analysis and tracks the successful deployment of recommendations to prevent recurrences. The Incident Tracker also tracks progress on the delivery of health and safety action plans (roadmaps) under Welsh Water’s continuous improvement programme.

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Office safety training: Although most Welsh Water staff work in an office environment, where most OH&S risk may be considered as benign or low risk, there are still hazards that need to be managed. Last year, induction procedures for new staff, and arrangements for OH&S training were updated and made available to all staff. This addresses company procedures in an emergency, and covers such topics as fire and emergency services, first aid provision, display screen equipment, manual handling, safety in the car park, and the risks of lone-working. Managing violence and aggression at work: AMA service partners who have direct interface with the public have long understood the need for training for staff to enable them to keep safe: by learning techniques to avoid confrontation, or defuse potentially difficult situations when subjected to aggressive behaviour. Although Welsh Water has fewer employees who have this direct interface, some staff do encounter situations where they may be subject to verbal or physical abuse in the course of their work. Last year, a new programme of training to manage violence and aggression at work was introduced for staff identified as potentially at risk.

Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

New display screen equipment (DSE) training and assessment system Using the latest available technology, last year Welsh Water launched bespoke online training and risk assessments for those whose work involves the use of display screen equipment. An extensive programme of training was put in place for administrators and users of the system. Review of driving policy on company business Recent changes in road traffic legislation make it easier for drivers to be prosecuted for careless driving, and the Health & Safety Offences Act 2008 means that the penalties for this offence are significantly more onerous - for both employers and employees. Welsh Water now prohibits the use of hand-held and hands-free mobile telephones whilst driving on company business. A revised statement of policy and guidance, issued in 2008-09, also sets out the roles and responsibilities of Welsh Water and individual employees, and provides information to help drivers to protect themselves: how to minimise risks to the driver (training, health, fatigue), by planning the journey (route, weather, type of road) and assessing the condition of the vehicle (roadworthiness, servicing).

Training in the wider AMA Welsh Water monitors OH&S training in the AMA through its process of proactive roadmap action plans, which in 2008-09 (in different service partners) included: „„Hazard perception „„Induction training „„Driver training „„Introduce system of regular checks for high risk drivers „„Emergency first aid training „„Stress awareness training „„Training for emergency drills, procedures and communication „„Awareness of drug and alcohol risk and issues „„Crane supervisor training „„Health & safety co-ordinator training „„Training in health & safety for team members on site inspection system „„Manual handling training „„Fire warden/fire evacuation training „„Plant safety awareness training „„Asbestos awareness training „„Environment site waste management plan training „„Manual handling training programme to include more specifics relating to chamber covers „„Line managers trained to improve return to work interviews „„Display screen equipment training

You’re four times It’s hard to More likely to concentrate on have a crash two things when you’re on at the same time a mobile phone

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Occupational health & wellbeing New occupational health service for Welsh Water As part of our commitment to improving occupational health and safety within Welsh Water we have secured the services of Connaught (formerly National Britannia) to provide both a proactive and comprehensive occupational health service to all our employees. The aim of the service is to: „„Implement comprehensive occupational health programmes that, as a minimum, meet the requirements of appropriate legislation and recognised best practice. „„Increase awareness of all employees in general health issues, which in turn will encourage employees to make informed choices about their lifestyles and working practices. „„Emphasise the fact that Welsh Water care about its employees’ health, safety and welfare. „„Assist Welsh Water in helping employees return to work following illness, accidents or general sickness absence. New occupational health handbook To introduce the new occupational health service, a handbook has been issued to all managers, outlining the role of occupational health together with details of the services provided, arrangements for accessing the service and guidelines regarding the confidentiality of medical information. In addition, a leaflet has been issued to all staff outlining the scope and role of the new occupational health service. The leaflet provided information on what occupational health can provide for individuals, details of the occupational health team, confidentiality and what to expect when the occupational health team contacts them. Welsh Water first aid group To maximise the effectiveness of the first aiders, a best practice group has been set up to discuss treatment scenarios and practice treatment process to ensure skills are kept refreshed.

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In addition to preparing for potential injuries, first-aiders are working with employees with known medical conditions to create personal care plans. If a particular condition is known about, the first aiders can receive additional training so that they are prepared and can recognise the early stages of the onset of an illness, and have the knowledge and skill to help the individuals concerned. Health and wellbeing campaigns within Welsh Water As, generally, Welsh Water employees operate in a relatively low risk environment, it was decided to introduce proactive health and wellbeing campaigns to educate, inform and help maintain staff health. This commenced with a ‘healthy heart’ campaign, which focused on the benefit or the risk of: „„Physical activity „„Smoking „„Blood pressure „„Reducing cholesterol, and „„Eating for a healthy heart The results of this health screening was covered by a confidentiality agreement and each participant was provided with an individual risk profile, together with information that would help them make better lifestyle choices that would reduce the risk of coronary heart disease. Occupational health across the AMA Within the AMA, service partners have access to occupational health service provisions, based on the assessment of occupational risk by each employer. Occupational activities undertaken within the AMA include: „„Risk based health surveillance „„Health promotion activities such as skin cancer, Well man and well woman campaigns „„Employee assistance programmes Each service partner provides details of both their organisations general and work related illnesses. This information is recorded and monitored in the Welsh Water incident tracker (described previously).

Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

Governance Introduction Welsh Water’s OHSAS 18001 accredited safety management system defines the processes, policies, legal framework and structures that we have established to manage all aspects of our operation. It provides a ‘governance’ framework by setting out the responsibilities for the management of OH&S, and ensuring we remain focused on the accountability of individuals and teams within the business - using both reporting structures and formal management systems to identify and control risks to the operation of Welsh Water. Good governance also requires us to have proactive, open and transparent reporting relationships with Welsh Water’s key stakeholders. In this respect, key stakeholders include the community we serve, Welsh Water’s regulators, supply chain partners and government, as well as all staff across the AMA.

Monitoring performance Performance reviewed at Welsh Water and AMA forums Arrangements have been established to review our health and safety performance and these are described in the Health and Safety Organisational Structure chart in Appendix 1 Monitoring and review of our overall health and safety performance is undertaken during bi-monthly meetings between Welsh Water’s Health and Safety Managers and the Health and Safety Managers of our partnering organisations. Here, details of progress against our AMA action plans are reviewed, together with details of any reactive events such as accidents and incidents. Audit reports are also reviewed and checks made to ensure that any corrective actions have been closed out within agreed timescales. Any lessons learned from this joint process are shared and best practice within the AMA is discussed and, where appropriate, applied across the AMA.

Welsh Water’s OH&S policy and procedure is reviewed at a Health and Safety Committee, which meets regularly to review performance and to consider opportunities for further improvements to our management arrangements. Chaired by a senior manager, the committee reports to the Welsh Water Health and Safety Steering Group, which approves priorities and, where required, the release of resources as appropriate. To communicate our health and safety performance throughout the business, a monthly health and safety management report is produced and circulated to heads of departments. This is also published on Welsh Water’s Infozone (the staff Intranet) and on notice boards around the business. The Quality and Environment Committee of the Board reviews health and safety performance on a monthly basis and report directly to the Board on this and wider health and safety matters. Roadmaps - continuous improvement action plan programme In 2008-09, Welsh Water and its service partners delivered against 157 roadmap initiatives, which split into 375 individual health and safety action plans. From April 2008, Welsh Water’s incident tracker was used to record and track the progress of all roadmap initiatives. The company specific action plans included initiatives focused on: „„Behavioural safety „„Staff training and awareness „„Site and works inspections „„OH&S audit „„Occupational health At the end of the year the average completion of all roadmaps was 98%. Of the 375 individual action plans 85% were fully completed; 3% were between 90 and 100% complete; and 2% between 80 and 90% complete. All were completed early in the following year, 2009-10.

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Independent external audit Welsh Water arranges for external audits to be carried out on partnering contractors. As we have a robust internal cross-partner audit programme in place (see below), Welsh Water does not audit all partners every year. Instead, a number of the partners are selected annually, such that all service partners are independently audited at least once in every three year period. External audits were carried out during 2008-09 on eight service partners: Costain, Morgan Est, Morrison, Laing O’Rourke, Capgemini, TCS, UUOS and Kelda. This represents one third of the directly appointed strategic service partners. Topics audited were: „„The process for collecting and recording of accident and injury data „„The process for accident investigation „„Management of obligations under the Construction Design Management Regulations 2007 (CDM), whether as Designer, CDM coordinator or Principal Contractor. „„Accuracy of reporting progress against roadmap initiatives. „„Robustness in closing non-conformances from previous external audits. „„Occupational health provision and management of staff wellbeing. „„Review of the general health & safety management arrangements. 7 of the 8 organisations audited demonstrated high standards of compliance to the audit criteria, with Morgan Est, Morrison and Laing O’Rourke being commended by the auditors for their excellent standards. An improvement plan has been agreed for the 8th service partner. Cross partner audits Under Welsh Water’s programme of cross partner audits, each partner is periodically audited by two of their AMA peers. Since 2001, there have been 240 such audits, with each service partner audited up to three times per year.

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In 2008-09; 47 audits were completed, each with between 30 and 40 areas of examination. In total, this process recorded 1,631 conformances, 80 non-conformances (most of which have been closed or have been programmed for completion via a roadmap action plan), and 17 examples of exemplar good practices. In 2007-08 there were 36 cross audits, which identified similar levels of conformance: 17 examples of exemplar good practices, 1,181 conformances and 76 nonconformances. Cross partner audits are viewed as being good practice in multi company delivery alliances and are now recommended by the HSE. Notwithstanding the high level of conformance with the audit criteria, the actual numbers achieved are not the main story. The system of cross partner audit has achieved two significant benefits. First, in providing Welsh Water with a long term view of the health & safety competence of all its AMA partners, but also in allowing the AMA’s health & safety professionals to take on the role of auditor, and gain an unprecedented view of health & safety procedures and processes in other organisations. This view of other partner’s processes has resulted in considerable sharing of good practice and cross fertilisation of ideas, and significant improvement in the professional expertise of all involved.

Cross partner audits 2008-09 %

94 Conformance 5 Non-conformance 1 Good practice

Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

Insurance audits Welsh Water takes pride in its close working relationships with its service partners and has extended this good practice to encompass other service providers, like Mitsui Sumitomo, who provide Employers Liability insurance for the AMA. This working relationship and programme of insurer audits yield benefits for both parties; Mitsui can review Welsh Water and its AMA partners and their systems to clearly understand the risk in the business, and Welsh Water benefits from Mitsui’s work with other clients who might have different procedures for minimising losses. A programme of insurer audit visits is proposed by Mitsui each year having regard to Mitsui’s assessment of key risks. OHSAS 18001 audit Each year, the OHSAS 18001 health and safety management system is subject to audit every six months by the external accreditation body. In addition, Welsh Water has established a programme of internal audits, which take place every three months and are designed to identify any opportunities for improvement. During the year 90 corrective actions were identified by the internal audit team, of which 97% were closed within 30 days. OH&S training for non executive directors Good OH&S policy and procedure and risk management are led from the top of the organisation. It is appropriate, therefore, that from time to time, Directors of the company receive OH&S training and update on best practice in OH&S governance and performance. During the year, three non executive Directors, who are also members of QEC, successfully completed a bespoke health and safety training course designed to equip them with the knowledge and skills to effectively champion occupational health and safety within the Board room. The course covered aspects of OH&S law, the roles and responsibilities of a Director, and best practice in risk management and reporting systems, and related arrangements in Welsh Water to the best practice guidance published by the Institute of Directors.

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Appendix 1

Health & safety organisational structure Welsh Water’s OHSAS 18001 accredited safety management system defines the processes, policies, legal framework and structures that we have established to manage all aspects of our operation. It provides a ‘governance’ framework by setting out the responsibilities for the management of OH&S, and ensuring we remain focused on the accountability of individuals and teams within the business - using both reporting structures and formal management systems to identify and control risks to the operation of Welsh Water.

DCWW Board

SRSC Safety Representatives and Safety Committees Regulations CWER The Health and Safety (Consultation with Employees) Regulations

Quality & Environment Committee (QEC)

Directors Health & Safety Steering Group

Senior Management Team

Health & Safety Manager

Strategic Partners

Corporate Governance Structure

Functional Team H&S Co-ordinators

Functional Team H&S Co-ordinators

Functional Team H&S Co-ordinators

Functional Team H&S Co-ordinators Health & Safety Committee

Employees SRSC and CWER Compliance - aid to Corporate Governance

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Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

Appendix 2

How we manage health & safety in an outsourced service industry The following is a general description of the health and safety management system developed by Welsh Water and its contract partners. This continues to evolve over time as best practice changes within and outside the Welsh Water enterprise.

1. Selection of contractors Before any contractor is appointed to work for Welsh Water the health and safety manager or appointed agent will review a pre-qualification questionnaire completed by the contractor. Part of the assessment process may necessitate a visit to the contractor’s offices and interviews with their management team and safety representatives. In Appendix 2, we provide further information in respect of Welsh Water’s procurement procedures and the standard of health and safety review this requires.

2. Setting performance targets At the earliest opportunity following the appointment of the contractor, and usually within 6-weeks, the client manager and Health and safety manager will meet a contractor and agree a ‘roadmap’ action plan, outlining a range of specific health and safety issues which form part of the contract performance arrangements. Roadmaps are based upon a joint assessment of the health and safety risks associated with the contract, and will include both quantitative and qualitative targets. The roadmap action plans are reviewed and updated as appropriate on an annual basis.

3. Monitoring performance Performance monitoring will involve both proactive and re-active monitoring arrangements.

Best practice groups – Where a contractor has similar activities to other appointed contractors they are required to join a health and safety best practice group and share knowledge and information with other Welsh Water contract partners. Peer group cross auditing – Best practice groups agree an appropriate health and safety audit programme and undertake a series of internal cross auditing, whereby one or more contractors audits another in their peer groups and shares lessons learned. This cross audit also forms part of Welsh Water's continuous improvement programme to identify and manage health and safety risks, and the results of the audits will be considered as a performance measure together with the roadmap action plan. External audits – An approved health and safety specialist is engaged by Welsh Water to undertake independent external audits of contractors at intervals of not less than every three years. The results of these audits are fed back to the contractor. Problem solving workshops – If the activities of one contractor impacts upon the health and safety performance of another, and issues are not readily resolved, Welsh Water will take the lead and facilitate a problem solving workshop in which all relevant contractors are required to participate and agree a satisfactory solution to the health and safety issues raised.

3.1 Pro active monitoring Performance reporting – Progress against agreed Roadmap objectives is routinely reported. This involves either monthly or bi-monthly meetings with contractors to ensure focus is maintained on all health and safety matters, and to reinforce Welsh Water’s commitment to high standards of health and safety. The meetings will discuss the results of the contractor’s health and safety performance based upon the data supplied.

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3.2 Reactive monitoring Contractors are required to submit, on a monthly basis, details relating to the following: „„Near hits „„Minor accidents „„Reportable accidents/diseases „„Dangerous occurrences „„Enforcement action or contact from Enforcement agents „„Lost time from work related ill health This information is discussed at routine review meetings and used to assess whether the pro-active measures are having an impact on reducing the accident/incident rates, and assist with any trend analysis.

4. Contract review Regular feedback from Welsh Water on health and safety performance is included in monthly or bi- monthly meetings. In addition, a formal review of the contractor’s health and safety performance is undertaken each year. Should there be any concern that a contractor is under performing, notice will be served on the contractor requiring improved performance within a specified, but reasonable, timescale. Over and above any contractual remedy available to Welsh Water, should a contractor fail to positively respond then it may be removed from Welsh Water's schedule of approved contractors. This prevents such contractor from qualifying for further work until such time as Welsh Water considers arrangements have been put in place to address those concerns. In certain extreme circumstances, where it has become evident that the contractor is unable or unwilling to effectively manage the health and safety risks, Welsh Water has reserved powers of Step In under which it may take direct management control of any contract.

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5. Major incidents All major accidents must be reported immediately to Welsh Water's Client Manager and Health and Safety Manager, and an agreed process of accident investigation and reporting followed. In the event of a major health and safety incident, Welsh Water reserves the right to determine whether to appoint independent specialist investigators to establish the root cause, and conduct a review of existing management systems to prevent or mitigate against further similar incidents. All relevant managers and contractors would be required to assist the appointed investigator, and any resulting proposed actions would agreed with Welsh Water.

Dw ˆ r Cymru Welsh Water | Annual Report of Health and Safety | 2009

Appendix 3 OHSAS 18001: 2007

Occupational health and safety assessment Sseries 18001:2007 (OHSAS) is the assessment specification for the Welsh Water occupational health & safety management system and is designed to consistently identify and control health and safety hazard and risk, reduce the potential for accidents, aid legislative compliance and improve our overall performance. As with ISO 9000 and ISO 14001, the OHSAS 18001 system uses a cycle of plan, do, check, review and improve as illustrated below.

The following key areas are addressed by OHSAS 18001 and the Welsh Water health and safety management system; „„Planning for hazard identification, risk

assessment and risk control „„OHSAS management programme „„Structure and responsibility „„Training, awareness and competence „„Consultation and communication „„Operational control „„Emergency preparedness and response

The revision of our health and safety management system in 2008 culminated in the award of OHSAS 18001:2007 in February 2009 and has further assisted Welsh Water to promote a safe and healthy working environment, by providing a robust framework that allows Welsh Water to consistently identify and control health and safety risks, reduce the potential for accidents, aids our legislative compliance and improve overall performance.

„„Performance measuring, monitoring and

improvement This certification process, and subsequent regular compliance audits to maintain the certification, will ensure that we continue to take effective measures and implement the necessary rigorous controls to identify and manage the health and safety risks associated with our business activities. SGS UK is our independent assessment and accreditation organisation that undertakes the bi-annual audit programme.

Continuous Improvement

OH&S Policy Planning Management Review

Implimentation and Operation

Checking and Corrective Action

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