From Alan Tunney via George Brown of The City of Ottawa to CWW

This is just to let you know that Clean Water Works was at my home today to undertake lateral lining to my sanitary sewer. I just wanted you to know that the two young gentlemen from the company were extremely personable and very helpful. Their work was professional and very thorough. After they left, it was almost impossible to tell that they had been there for most of the day. There was absolutely no mess or debris to clean up.

In summary, an extremely pleasant experience all round. I am confident that we won’t have any further problems with the sewer line. The approach of the City in these particular circumstances would seem to me to very cost effective. Thank you for all of your help.

From: Brian Wallace; Director of Leasing, Oxford Properties in Ottawa to CWW

Nick, I just wanted to say what a great job Ray and Pierre did at our home yesterday. They explained the job well and executed it in a clean and professional manner. The success of a company depends on the people and these two guys did a great job.

From: André Audette via George Brown of The City of Ottawa to CWW

[Just a note from another satisfied customer:]
Thank you for the very professional work done at our house in a timely manner.
[Thanks and pass along the good word to David and Ray.]

From Paul Monat via George Brown of The City of Ottawa to CWW

[Hi Nick,

Here is a follow-up from another customer. Kudos to David and his crew for this.]

I would like to commend the person (and his assistant) who worked at my home on Friday, October 31^st. I think his name was David from Clean Water Works.

I believe he was well organized, very competent and worked well. He even explained things clearly when I asked questions AND he cleaned up the whole mess afterwards! Thank you.

From: Lisa Sgoifo, Ottawa

I am writing to acknowledge the service I received January 25^th. I do not have names to provide, but two of your servicemen – Paul and John – came to my home to help with a sewer drainage problem. Despite being their last call of the day these two individuals went above and beyond what I had come to expect based on recent experience. I had been without running water for three days at the point of their arrival. I had been given the runaround by a city technician, very little help beyond a mere attempt at snaking the clean out line by one company, and an inconclusive camera attempt by another.

When Paul and John arrived they attempted to gain camera footage in order to be able to use the high pressure water to clean out the line. When they had the inconclusive footage themselves they correctly advised me that the best route to take would be to have another technician come in and use a high volume less pressure clean-out method to try to alleviate the back up before attempting the high pressure system. It wasn’t clear whether the line had collapsed, or if it was a severe rooting problem, and using high pressure would have likely created a real mess of my basement.

Mitch, another technician arrived within the hour and had successfully powered through a small portion of the blockage – thankfully! However, when CWW had called Mitch in, the plan was to have Paul and John return on Thursday to again attempt the high pressure clean out. Instead, these two gentlemen took it upon themselves to stay in hopes that Mitch’s efforts would enable them to then clean out the line, which of course ended up being the case. If it weren’t for their kindness and dedication to me and my unfortunate predicament, I would have been another two days with limited water usage.

I just wanted to thank these three individuals, especially Paul and John for reminding me that kindness in strangers still exits.

I have kept a CWW company card and noted their three names on it. If I ever hear of any of my friends, family, or acquaintances who are in need of plumbing aid, I won’t hesitate to pass along the company and these specific technicians names who went above and beyond for me that day.

Thank you, Paul, John, and Mitch again for all of your help and advice. It appears as though my home will be put on the 18-month City of Ottawa clean-out program. So I look forward to seeing you guys then!

Gratefully yours,

Lisa Sgoifo

From: Bruce Mason, P. Eng., Public Works and Services Department, City of Ottawa

[John and Rick – Congratulations for your efforts on the Trenchless Sewer Rehabilitation program which generated the following positive feedback from a resident of Gilmour Street in Ottawa. Richard Hewitt also noted below the benefits of 'no-dig' technologies and how he’s particularly pleased to hear the positive comments.

The City places a high priority on customer service, and it is reassuring to know that we have contractors and staff working with us who share that priority. Keep up the good work!]

From the City to the originator of the letter, Ms. Lisa Andrews

[Dear Ms. Andrews:

The Mayor’s office forwarded to me your correspondence. I would like to thank you for taking the time to send a message on this work. The City has, for a number of years, been undertaking work where appropriate using 'no-dig' technologies and with regard to watermains has been acknowledged as being very pro-active in this regard. We certainly recognize the benefits of this approach where it makes sense.

I am particularly pleased to hear your comments about our contractor, CWW, and you can be assured that they will be advised of your positive comments, as will the staff involved

Thanks again,

Richard Hewitt
A/Deputy City Manager
Public Works and Service Department
City of Ottawa]

The original letter from Lisa Andrews to the Mayor of Ottawa