Communication key to copper line utility project

One Chestermere resident is having his perception of Chestermere Utilities Inc. (CUI) changed as he works with them to find a solution to the copper line replacement project in Cove Place.
“Right now I’m happy with what CUI has been communicating to me,” said Cove Place Resident Bob Burton.
Burton thinks that if CUI’s CEO Leigh-Anne Palter could change his opinion, with better communication should could change almost anyone’s opinion of CUI.
“I think they should communicate better with everybody else,” he said.
Palter said that as CUI continues to work on this replacement project she has been providing weekly updates to the community.
Burton is one of several residents on Cove Place who will be having the city owned copper water service lines replaced in front of his home.
CUI is also working on ways to partner with residents to find the most cost-effective way to replace the lines on the homeowner’s side of the property line if the homeowner wants to do the work concurrently with CUI.
The replacement project continues to have its bumps but Burton said that with the improving lines of communication it’s a lot easier to solve conflicts as they appear.
“I think, even if we all have to do it, if they were that informative it would be much more palatable for everyone,” he said.
“Because they would understand everything that’s been done on their behalf to make sure that they aren’t getting just choked with a bill,” continued Burton.
Burton is happy that CUI has kept its word from the meeting that took place on Cove Place on July 19. CUI is continuing to look for ways to further reduce the cost of the replacement project.
Palter said that CUI has been reaching out to contractors to investigate a smart pigging technology to help check and evaluate the copper lines.
Unfortunately, they have not been receiving much response from the contractors.
Messages left by CUI staff with various contractors have not been returned.
Because of this, Palter has decided that CUI will be opening a Request For Proposal (RFP) to facilitate bids for this project.
With the RFP process started, Palter said that the actual work of replacing most of the lines on Cove Place will now take place in September after a contractor is selected.
“CUI is doing exactly what they said, they’re doing their due diligence, they’re checking every feasible thing that’s been put in front of them,” said Burton.
An example of this improvement in communication from CUI and its contractors, was when a miscommunication led to debris being piled in front of Burton’s driveway.
Epcor, working as a CUI contractor on this project, completed work at his neighbours house.
The pile of debris blocked in Burton’s wife who had to go to a chemotherapy appointment.
Burton said that he was angry and confronted the Epcor representatives when he saw that. Burton was happily surprised with the speed that the contractors took to remedy the situation.
“That young guy moved everything immediately,” said Burton, “and then he sent my wife flowers and apologized.”
“Now that’s unheard of for somebody like that from Epcor to take the time…and to apologize.”
He said he also received a call from Palter checking to make sure that everything was ok.
“All the communication she did with me was fantastic,” said Burton.
He said that his recent experiences have shown him a whole new side to CUI.
While communication with residents seems to be improving, Burton said there is still room for improvement.
“If she was as informative and polite to everyone as she has been to…us, then I don’t believe that she would have any of the problems that she’s got,” he said of CUI CEO Leigh-Anne Palter.
One suggestion Burton has is that CUI needs to alert more than just the directly involved homeowner of upcoming work on the street.
He said that while the work may be restricted to only one house, often equipment, supplies and vehicles end up parked and affecting neighbouring homes.
“There might be communication to one house and they’re blocking three houses,” said Burton.