1. Denise Roberts ACIS, ACMA
Profile
An experienced senior manager with over 22 years’ experience in the regulated water sector. As a result of
working in a small water only company has hands on experience of running a customer service team and
delivering a high level of customer satisfaction, developing and delivering strategic business plans and ensuring
robust financial reporting.
Key skills include:
 Regulatory compliance & corporate
governance
 Financial analysis & reporting
 Business analysis  Business strategy & delivery
 Team leadership  Performance management
 Effective communication & stakeholder
management
 Complaint management and resolution
Service Experience
S R Accounting and Business Solutions LLP November 2012 - current
Accountant, Company Secretary – A partnership providing two core functions:
 Management accounts, key performance indicators, forecasting and planning, annual accounts.
 Consultancy services to the water industry, with particular emphasis on financial modelling, analysis of
regulatory impact, accounting separation and efficiency identification.
Veolia Water South East Limited (Now known as Affinity Water Ltd) April 2009 – November 2012
Regulation & Finance Manager, Company Secretary (part) May 2009 – November 2012
Head of Finance & Customer Services, Company Secretary March 2000 - May 2008
A senior management position with direct reporting lines into the Managing Director, General Manager, Head
Office, Audit Committee and the Board of Directors.
Key achievements were:
1) Business & Financial Strategy.
 Contributed to the identification and submission of the Company’s overall business strategy (2005/6 –
2009/10), with direct responsibility for the Customer Service elements and the financial modelling,
using OFWAT Reservoir.
 Led the development of the Special Factor claim and achieved the 2nd highest percentage allowance in
the industry.

2. 2) Implementation of Business Strategy.
 Responsible for the identification and delivery of operating efficiencies, whilst maintaining or
improving levels of service, for both 2000/01 – 2004/05 and 2005/6 - 2009/10 periods.
 Improved the customer debt collection process, resulting in timelier payments from customers, with
no increase in customer complaints.
 During the current 5 year period (2005/6 – 2009/10) achieved out-performance on operating costs of
4%.
 Through rigorous financial control achieved a return on capital of 7.48% in 2005/6 and 6.46% in
2006/07, compared to a target set by OFWAT of 6%.
3) Management Reporting.
 Ensured accurate, timely reporting of robust financial data to ensure managers could efficiently
manage departments.
 Contributed to out-performance of both internal/Group EBIT targets and external regulatory targets.
4) Regulatory compliance/Corporate Governance
 Acted as Regulatory Director for all OFWAT regulatory matters.
 Company Secretary with responsibility for the Board, Audit Committee and Remuneration Committee.
This role entailed agreeing Agendas, compiling papers and issuing in a timely manner, taking minutes
and ensuring robust corporate governance. Maintaining the Share Register, completing Annual
Returns, managing the Annual General Meeting
5) Financial Control and Risk Management.
 Developed detailed methodology statements and evidence based analysis to ensure full compliance
with Sarbanes Oxley rules.
6) Customer Services, Billing and Debt Recovery.
 Met or out-performed the OFWAT DG indicators, with direct responsibility for DG7 Customer Contact
and CCW audits (on debt and complaints management).
 Consistently achieved the highest assessment in external reviews, carried out by the Consumer Council
for Water, for complaints management.
Folkestone and Dover Water Services Limited March 1989 – March 2000
Management Accountant, March 1996 – March 2000. Direct responsibility for all of the core finance functions
– Accounts Payable, Accounts Receivable, Treasury, General Ledger and Payroll.
Accounts Assistant, March 1989 – March 1996. A newly created post that occurred as a result of the
privatisation of the water sector. Set up a monitoring/reporting system to meet the requirements of the water
industry regulator, OFWAT.

3. South Water Kent Health Authority – Assistant Accountant February 1988 – March 1989
South East Thames Regional Health Authority – Purchasing Officer August 1987 – February 1988
Victory Reinsurance Limited – Credit Control Clerk August 1984 – February 1987
Education
Institute of Chartered Secretaries and Administrators: Qualified in 1996 (home study) and became an
Associate member in 1996. Granted a Practicing Certificate in 2012.
Chartered Institute of Management Accountants: Qualified in 2002 (home study) and became an
Associate member in 2007. Granted a Practising Certificate in 2012, valid until 2017.