Congratulations to Caroline Killeavy who has now taken over from Jonathan Bryant in this role.
This change of face will be of most concern to your representatives, but she is also your contact if you have to take an official complaint to the second, Director, level.
You can contact her by e-mail at Caroline.Killeavy (at) britishwaterways.co.uk. For consistency she recommends you still post complaints to the Watford address although he will still be working from Newark some of the time:-
Head of Customer Relations
64 Clarendon Road
She told me: "The procedure is still the same and customers should read the guidance on Waterscape to ensure they direct their complaint to the most appropriate person in the first instance. Link below.....
Thanks for communicating to your members. "
We wish her well and let's hope you don't need to complain.