A water company's deep-dive community engagement
At Kingfisher Commons, through our consultancy offering, we are proud to have partnered with Wessex Water on their ambitious Community Connectors project. Our role was facilitating interactive workshops that fostered genuine community engagement and identifying how co-created solutions could be achieved for shared environmental and social goals in Chippenham and Bridport.
Navigating challenges and building trust using a neutral third party
Our involvement as an independent facilitator was crucial to the project's success. Entering communities where Wessex Water was initially met with scepticism, we faced a challenging environment. The workshops began with a tense atmosphere, as community members were vocal critics of the utility company.
Dr. Tessa Lynn from Kingfisher Commons, noted for her approach, played a key role. According to Kirsty Scarlett, Head of Engagement at Wessex Water, “Dr. Tessa Lynn at Kingfisher Commons applies a collaborative and positive approach and a helpful understanding of corporate bodies’ challenges externally and internally as they engage with local communities. Her positivity was always really welcome, and her ability to give an external point of view and sense check on the project was invaluable.”
The independent facilitation was critical in overcoming initial resistance. Kirsty Scarlett emphasized the importance of using a third party to facilitate “Although I and others have the skills and experience to facilitate workshops, for the community and internal stakeholders it was valuable to have the project and topics presented by a more neutral third party. This was especially important when dealing with controversial topics around the environment. The independent facilitation added credibility to the project and ensured that community engagement was taken seriously as a key way of working for the business in the future. Soft skills are needed, but bringing an element of rigour to the process is helpful.”
Co-Creating Shared Goals
In our role, we facilitated workshops to develop the Theory of Change, which helped the community and Wessex Water identify shared goals and actionable steps. These workshops informed the decision-making criteria for the £50,000 fund allocated to each community, ensuring the funds were used to address real needs and priorities.
Workshop Highlights: Bridport and Chippenham
The workshops were structured into two main parts—Stakeholder Mapping and a Theory of Change (reworded Change for Impact):
- Stakeholder Mapping: Participants identified key stakeholders, both present and absent, to ensure comprehensive engagement. Over 100 stakeholders were identified in Bridport alone, illustrating the depth of community interest and potential for future collaboration.
- Change for Impact: We guided discussions on four key themes—environment, wastewater, water supply, and social impact. Community members co-created specific goals for each theme. For example, Chippenham focused on reducing sewage discharges, while Bridport aimed to enhance the community’s understanding of local water quality impacts.
Engaging Wessex Water Staff
Two Community Connector Managers, local residents active in their communities, were instrumental in promoting the workshops, leading to full attendance and waiting lists. Wessex Water staff provided crucial technical expertise, with notable contributions from:
- Andy Mears, Permitting Manager, who explained the functioning of storm overflows and sewage management.
- Aimee Shaw, Head of Customer Insight, who discussed water conservation and usage.
- Kate Robbins, Head of Customer Policy, who contributed to discussions on social impact and support for vulnerable customers.
Internal Workshop: Shaping Future Strategies
In January 2023, we facilitated an internal workshop with senior Wessex Water staff to align their strategies with community goals. This session sparked vibrant discussions and innovations, highlighting how community engagement can influence various aspects of the company’s work, from infrastructure planning to customer relations. There was a lot of energy in the room as people from different departments coming together to identify how community engagement could support their goals and what they could do to support the project. This workshop not only contributed valuable insights into the Theory of Change but also demonstrated the potential for increased solidarity and collaboration within Wessex Water.
Moving Forward Together
By combining rigorous facilitation with genuine collaboration with neutral third parties, the Community Connectors project has set a new standard for how utility companies can effectively engage with communities.
At Kingfisher Commons, we are excited to continue driving this change and helping organisations and communities work together to solve complex challenges and achieve shared goals.
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