Northumbrian Water Ltd (NWL) commissioned Feilden+Mawson to design a new customer centre to replace their aging facility in Lowestoft. Working closely with all stakeholders, the project has provided NWL with the ability to service customer needs from this highly bespoke building. The 250 staff members are accommodated over two storeys in a BREEAM ‘Very Good’ building, that also achieves ‘Excellent’ for water and energy usage.The new customer centre has carefully considered the working environment and the welfare of the people who work there.