Thames Water Screen Services Framework
Need help?
Click to call: 01305 821142
Click to e-mail: twcontract@mnems.co.uk
Contents
How we can help you
How to contact us
Our pricing
Response and equipment lead times
What to do if you need to escalate
Why work with us?
How we can help you
Contact us if you need:
- 365/24/7 inlet works breakdown service
- Hire of screens and screen handling units, short or long term
- Inlet screen parts and spares
- Screening equipment repair and refurbishment
- Reverse-engineered spare parts
We can also provide the following equipment and services outside of the Framework:
- Supply of new wastewater inlet screens, sludge screens, screens handling and screening transfer equipment
- Design and manufacture of control panels
- Full electrical and mechanical installation
- Planned preventative maintenance packages
- Wastewater plant servicing
How to contact us
If you need help quickly, call us on 01305 821142.
To discuss scheduled or non-emergency projects, please contact our Operations Manager Ian Drummond:
- Office: 01305 821142
- Mobile: 07904 284590
- E-mail: twcontract@mnems.co.uk
Our usual purchase order processing time is three working days. Our regular office hours are 07:30 to 17:00, Monday to Friday.
What we need from you
We’re able to respond more quickly to requests if you provide the following information:
- Priority level
- Site name
- Site code (if applicable)
- Site address and postcode
- Site contact details
- Plant serial number
- Plant duty
- Whether the plant is waste or clean water
- Equipment manufacturer, type and model
- Current status of equipment
- Part number, if known (spares only)
- Thames Water asset number
- Brief description of problem
- Photographs of the issue, if this is helpful
We don’t need every single item on this list in order to help, but the more we have, the quicker we can understand and resolve your issue.
Our pricing
Rates are set under the Framework agreement, but parts prices will be advised at quotation.
Due to the reactive nature and unknown details of the screens within the Thames Water Region it is not possible at this stage to provide a list of prices for Lot 5 Screens Repair.
To find out more about pricing please contact us.
Response and equipment lead times
We pride ourselves on our responsiveness, and we typically provide a same-day response to enquiries.
We keep a large quantity of a wide range of OEM and pattern parts in stock to ensure ready availability, so that we are able to meet demands quickly.
Please let us know if there are any spare parts that are deemed critical - if we don't hold them in stock already then we may be able to arrange to do so. Please note that specialist OEM spares can have up to 6-8 weeks lead time.
Equipment offered outside of framework
New screens typically have a lead time of 14-16 weeks from confirmation of design. Smaller screens may be available in shorter timescales.
What to do if you need to escalate
We’re well known for being responsive and reliable, and we treat our customers with urgency and respect. However, we know that sometimes things don’t go smoothly. If you’d like to escalate a situation, please follow this procedure:
First escalation contact
Ian Drummond, Operations Manager
- Mobile: 07904 284590
- E-mail: i.drummond@mnems.co.uk
Second escalation contact
Stuart Spinney, Director UK Wastewater Services
- Mobile: 07595 204685
- E-mail: s.spinney@mnems.co.uk
Our escalation commitment
- Any concerns that you raise are taken seriously
- All complaints are logged as an NCR
- You get an initial response to your concern within two hours
- Escalation is resolved in a timely manner, without the need for Director-level involvement
- Formal complaints are fully investigated and a detailed report is supplied within 14 days
- All NCRs and performance issues are reviewed at Monthly management meetings
Why work with us?
With over 25 years of experience in wastewater services, we are the UK’s largest provider of specialist inlet works products and services.
We work with the majority of UK water companies, and in doing so we have built a reputation for being responsive, reliable, and for delivering work that is of consistently high quality.
We specialise in the servicing and repair of all types of water screening equipment of all ages and manufacturers, and we are the only company in the UK that has a comprehensive range of hire screens to overcome the process problems of a screen failure or under capacity on critical inlet work.
Our asset refurbishment projects can save over 50% compared to an investment in replacement parts, and all of the work is covered by our refurbishment guarantee.
We undertake both “root cause and failure analysis” of defective or underperforming inlet screening equipment, and we implement the refurbishment projects that are best suited to your operational requirements.
This cost-effective service can fix operational problems, handle additional screening requirements, supplement existing screening capabilities, or offer short-term resource during refurbishments.
M&N is part of Hydro International.