Why CLM is underpinned by communication

As a landrights services provider, what we do doesn’t readily roll off the tongue – it’s functional but essential for securing network connections. And when you’ve worked in this sector for a few years, you get to know what winds people up and can also clearly see where opportunities lie for offering something different.

I founded CLM 11 years ago because I discovered a market niche. A gap for a unique service which provided a specialist accompaniment to using solicitors or inhouse legal departments. The key element underpinning this spark of an idea, was proactive communication.

I was asked at an event last week by a Main Contractor if they could contact CLM directly to get an update on legals. I answered yes, but caveated that by reminding the room that we’re not solicitors and so our work isn’t legally privileged. We talk to whoever we need to, but also that we don’t just provide legal updates, instead we look at a much wider picture, on delivery, overcoming hurdles and identifying who is responsible for sorting any outstanding elements.

The thing with securing the path for a network connection is there are usually a lot of people involved. DNOs, IDNOs, ICPs, IGTs, (I’ll include an acronym list at the end of this article) end users, developers, investors, private landowners, statutory consultees. If the concerns, questions, resolutions, timescales, risks, challenges, etc., aren’t communicated proactively with the right parties, then entire development programmes can be severely delayed, or grind to a halt.

If people know what’s going on and are kept informed not just when they need to be, but whenever there’s new information, or even just checking in, then the whole process works a whole lot better.

In addition to proactive communications though, is understanding what it takes to be a good communicator. It’s a skill to be able to tune in to the who, what, how, where and when of communication. This is something which I’m always working to educate myself on, and actively encourage the CLM team to develop their intuition too. To do this effectively we need to not only be fully proficient in the service we provide, but also have an indepth understanding of our customers – appreciating their level of knowledge, their wants and needs for information and the ways in which we engage with them to improve their experience.

Communications is complicated, but extraordinarily effective when it’s well managed. CLM is underpinned by communications because if it wasn’t we couldn’t work in the way our clients appreciate and we wouldn’t have a business to celebrate.

Over the next few months, CLM is going to get thoroughly under the skin of communications and its importance in our industry. I invite you to join us for the journey and provide us with any feedback you have.

Laura Wilson, Director, CLM

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*DNO – Distribution Network Operator

IDNO – Independent Distribution Network Operator

ICP – Independent Connections Provider

IGT – Independent Gas Transporter