Going above and beyond for our residents
Emergency water service interruption notices now reach more residents in more languages.
Brent is a Water and Wastewater Operator at Peel Region. Previously when there was a water main shutdown, Brent and his team would go door-to-door to notify residents of the service interruption. If the residents were not home, they would leave a door hanger notice that explained the situation.
Over time, Brent noticed that many residents didn't speak English, and the door hanger notice was only in English. Brent understands that sudden water service interruptions can be frustrating. To bridge this communication gap, he suggested having the door hanger notice translated into different languages, making it easier for residents to understand the reason for the water outage.
Following his suggestion, a new and improved emergency water service interruption notice was created with an easy-to-remember URL and a QR code on it. Scanning the QR code with a smartphone opens a list of the top 5 languages spoken in Peel Region. This feature now allows residents to read the notice in their preferred language and have a better understanding of what’s happening in their area.
A web page was also created to answer the most frequently asked questions by our residents and to include the message of our current door hanger using clear, simple language that can be translated into the top 5 languages spoken in Peel.
Brent's empathetic approach to understanding the needs of the community has been truly inspiring. His genuine concern for the residents' experience during water service interruptions motivated us to strive for even better communication and support for our community.
Once we’ve given them this, they’ve got an understanding that there’s a situation here on the road and for the most part, when we give this, they’re happy.
— Brent, Water and Wastewater Operator, Peel Region
Customer Service Week is October 7 to 11. Celebrate the people who make service happen.
