Solomon Water Manager of Retail Lucy Habu participated in the Australian Water Association’s AWP-funded Partnerships for a Resilient and Climate Smart Water Sector Program. Here, Lucy shares her insights on the impact of collaboration and the lessons learned, highlighting the importance of access to clean water for Solomon Islands communities.
When I joined Solomon Water in 2018, I never imagined how much my work would come to mean to me – not just as a job, but as a purpose. As the Manager of Retail, responsible for our customer services division, every day I see the impact water has on the lives of people in our community.
Water is essential – it is life. As a mother myself, I know all too well the struggles many women and children face in accessing clean water. I’ve lived it, and it’s why I care so deeply about my role at Solomon Water. Every time we solve a customer’s issue or connect a new family to the water supply, I feel like I’m helping to lift a weight from someone’s shoulders, to ease the burden that so many carry when water is scarce.
Leading a team that manages new supply connections, handles customer complaints and maintains day-to-day operations is huge responsibility. There are days when it feels like a constant challenge to meet service level standards. But I see this work as part of something bigger – part of a global humanitarian effort to bring clean, safe water to everyone.
I’ve found that engaging with customers, listening to their concerns and working to improve our services creates a strong bond with our community. Every interaction builds confidence and trust, and that trust is the foundation of our success as a water utility.
This is why partnerships like the one between Solomon Water and Goulburn Valley Water (GVW) are so vital. The learning I gained through that partnership program was invaluable. Seeing how GVW operates, with state-of-the-art technology and innovative practices, was both inspiring and eye-opening. It showed me what’s possible when we collaborate across borders – when we share not just resources, but knowledge, expertise and experience.
What amazes me most was the level of sophistication in their systems, particularly in water treatment and distribution. We face many of the same challenges, but their solutions are often ahead of where we are.
The hardest part of the program was absorbing everything during the short time we had together – it was a lot to take in! But every second was worth it because it wasn’t just about seeing what they do; it was about learning how we can apply those lessons back home, to make changes on our processes and systems and overall to benefit the people of the Solomon Islands.
One of the biggest impacts of the partnership was on the development of our own Hardship Policy at Solomon Water. Through the deep-dive sessions with GVW’s customer services team, we learned proactive ways to support customers struggling with bill payments. Inspired by their Customer Support and Customer Violence policies, we customised our approach, and our first Hardship Policy was approved in July 2024.
This policy allows us to help residential customers who are in financial difficulty, ensuring they stay connected to water services. It’s a huge step forward in making ease of payment for customers and water accessible to everyone, and I’m incredibly proud of this achievement.
This partnership program was not just a learning experience; it was a reminder of the importance of solidarity in the water sector. We all face similar challenges, whether it’s financial hardship, water scarcity or the rising threat of climate change. But when we come together – whether it’s through partnerships between Australia and the Solomon Islands or across other parts of the Pacific – we become stronger. We bridge gaps, we innovate, and we create sustainable solutions that can make a real difference in people’s lives.
These opportunities are so valuable not just for me, but for everyone in our sector. They allow us to grow as professionals, to test our leadership, and to gain the confidence to push forward new ideas. They remind us that we are not alone in our mission to provide clean, safe water. Together, we are better equipped to tackle the immense challenges we face – especially the global issue of climate change, which is threatening the very sources of our water.
Partnerships like this create lasting impact. They bring us closer together, empowering us to work hand in hand to combat the rising tide of challenges ahead. And in doing so, they help us fulfil the most important mandate of all: providing our communities with access to safe, clean water.
As I reflect on my purpose and value at Solomon Water and everything I’ve learned, I am reminded of something simple but powerful: water is a precious resource, like gold. It enhances life, it sustains health, and it drives economic activity. By supporting partnerships like this, we can ensure that future generations will have access to this vital resource and that we continue to build stronger, more resilient communities across the region.
Interested in finding more about AWA's international programs? Contact the team at international@awa.asn.au