Boaters on the River Thames can now be clearer about the service they can expect with the launch of a new customer charter today, Thursday 1 April.

 

The new and improved charter aims to make the Environment Agency’s work more accessible and clearer to boaters, giving them key information on the services provided along the River Thames. The Environment Agency will also be monitoring its performance over the coming year so customers can ‘see how we are doing’. Results will be published in Environment Agency’s annual report next Spring.

 

The Environment Agency has worked closely with customer representatives to develop this new customer focused charter and it has been supported by boating organisations including British Marine Federation Thames Valley , The Inland Waterways Association and the Association of Thames Yacht Clubs.    

 

Simon Hughes, Environment Agency Thames Region west area manager, said: “It is important that we give our customers a clear picture of what they can expect from us, and that we provide the best we can with the resources available. We are grateful for the advice and endorsement from our customer representatives and we are also looking forward to an excellent season on the River Thames.”

 

Michael Shefras, Chairman of the Royal Yachting Association (Thames Valley), said: "Thames boaters will welcome the new customer charter and the clear  service standards it sets out. It's a great commitment by the Environment Agency to deliver a terrific service on the river this year and I will certainly be keeping a close watch on how they do.”

  

David Fletcher, Chair at NABO,said "The Environment Agency has made some very clear commitments and we look forward to feedback on the results this year. Many NABO members visit the Thames for short periods and we are keen to see how they compare their experience with other Waterways."

 

The Environment Agency has also developed some new  Frequently Asked Questions on its website  www.environment-agency.gov.uk/riverthames to help customers with answers to commonly asked questions.

 

Copies of the new customer charter will be sent out with all boat licences from 1 April and available online www.environment-agency.gov.uk/riverthames, at locks or by calling 08708506506.