Water Services Training Group

WRc FOG Project

Persuading the customer

Persuading the customer

Andy Drinkwater

FOG Programme manager

WRc

WRc FOG Project Work Package 1: Legal Work Package 2: Sociological – dealing

with dischargers/ customer Work Package 3: Biological/chemical Work Package 4a: Engineering Work Package 4b: Operations

FOG Work Package 2 - Deliverables

User Behaviour and Past Campaigns Stakeholder Engagement Biodiesel Fat traps (3 reports on different

products) Food Outlet premises FOG Strategy

Why persuade the customer? Reducing FOG problems in the sewer

system/pumping station MAY require the sewer system/pumping station to be improved.

However, reducing FOG problems will ALWAYS require less FOG to be discharged of at source

Thus, it is essential to engage with the customer, to get them to change their practices

FOG problem is getting worse !

FOG problem has gradually got worse in the last 10 to 20 years

There are many reasons for this but the rise in eating out and similar increase in the number of catering premises is a major factor

Persuading the customer AIM - Change peoples habits:

Give advice regarding range of methods to minimise the FOG problem – stopping FOG being discharged to sewer

Focus on commercial premises, especially food/catering establishments

Also, give advice to residential customers, as and when FOG related problems are found

Customer – FOG project considered Why is customer disposing FOG to sewer? What are the alternatives? Drivers that could increase discharge of FOG

to sewer Public perceptions/how can they be changed How can the problem be reduced – how can

the discharger be helped? Working with the catering industry Use of campaigns

Why is FOG disposed to sewer? Most - washing of cooking utensils, cleaning

of ovens etc Washing everything good practice in catering

premises – need to change this ! Sometimes - deliberate disposal of FOG from

catering premises, to avoid disposal costs Domestic customers not aware of the

problem – until they block themselves or their neighbour

What can be done

Good kitchen practice - Dry wipe FOG off plates etc, don’t over wash utensils/ovens

Educate about the problems caused by FOG discharges

Make clear that deliberate disposal will not be tolerated

Take opportunity to educate customers when sewer abuse is found

Drivers that could increase discharge of FOG to sewer Need to reduce the amount of waste to landfill Wastes could be ‘diverted’ to sewer, in

particular liquid/sloppy wastes Need to ensure that messages don’t suggest

that sewer system is an alternative disposal system

Need to ensure that a ’common’ message is being given by solid waste and wastewater industry

Public perceptions, how can they be changed Need to make sure that people understand

that FOG disposal to sewer can lead to blockages and sewer flooding

Focus attention on the largest dischargers – food/catering industry and ‘problem’ domestic customers Advice leaflets for catering industry Sewer abuse leaflets/advice for domestic

customers when there is a problem

How can the problem be reduced Food/catering industry

Good kitchen practice Education and advice leaflets Not tolerate deliberate dumping of FOG –

legal remedy Work with solid waste industry ABOVE ALL, WORK WITH CATERING

INDUSTRY – INDIVIDUAL PREMISES

Working with the catering industry Need to:

Engage with owners/operators of catering premises

Make best use of other public health professionals – in particular environmental health officers, who are often more familiar with the premises in question

Suggest alternatives to/help premise owners/ operators – grease separator advice/dosing systems

Grease separators

Grease separators

Internal dosing units

External dosing unit

How can the problem be reduced

Domestic customers

Target advice/leaflets

Work with solid waste industry

FOG Work Package 2 - Deliverables

User behaviour and past campaigns Stakeholder engagement Biodiesel Fat traps (3 reports on different

products) Food outlet premises FOG Strategy

The customer - Way forward and summary

Andy Drinkwater

FOG Programme manager

WRc

The way forward (1) Engage with customers, both domestic and

especially catering industry Education of customers during visits Where appropriate involve other public health

professionals Produce/provide advice leaflets

Catering industry – good kitchen practice Domestic customers – sewer abuse

leaflets in problem areas

The way forward (2) Develop a strategy for catering premises

(FOG removal before entering the sewer system): Use of grease separators where

appropriate/ practical Alternatively, use of biological dosing

systems Where practical, use of method based

consents requiring use of an appropriate grease removal system

The way forward (3) Develop a robust legal alternative, for

those who will not be persuaded Work with the solid waste industry, to

deliver a consistent message Review the above initiatives periodically