We have been having our own water issues not connected to this. As a result, I got chatting to one of their engineers - it was quite illuminating.

It seems that TW used to employ a couple of staff who kept job sheets and sent the engineers out where they were meant to go. It was a simple system but it worked.

Now, they are a long way into a SAP implementation. Engineers get sent to a site but frequently have no idea about case history or even why they have been sent there. The managers can track their location though which is nice.

(For those not in the know SAP is eye-wateringly expensive and complex software that I have reason to believe is very capable - however one needs to spend at least as much on the setup as the purchase itself and the industry is littered with tales of failed implementations where this has not happened).

So, anecdotally, 2 staff have been replaced by a new computer system and an army of SAP consultants. Progress don't you know.

In summary, I doubt they are actually lying, they probably just don't know.