Bright future - Wessex Water

Wessex Water’s
magazine
Summer 2016
Your chance
to WIN an
iPad Air 2
Switching
to a meter
could save you
money
– see page 30
cancer group find
support through
fishing
Fishing for life
Business
customers
providing you with
the best service
Bright future
finding the right career for you
Improving the
environment
find out more about our
partnership initiatives –
pages 6 and 7
www.wessexwater.co.uk
Save water and
money
free devices for
your home– page 10
Welcome
S
ummer is here once again and as we
move into the warmer months, recent
wet weather means that our water
resources are normal for the time of year.
But it’s still worth watering wisely in the
garden. Saving water is something we promote
throughout the year – and in July and August we’ll
be out and about at a number of West Country
events offering advice and giving away water saving
devices. You can find out where we’ll be on page 29.
At the events we’ll be encouraging customers to
consider switching to a water meter. While paying for
the amount of water used is something that some
feel cautious about, the reality is that more than half
our customers are now on a water meter and many
are saving money as a result.
Once you switch to a meter – which is normally
free to do – you have up to two years to decide
whether it’s for you. Read what our customers
think on page 23.
What’s inside this issue
4
5
6-7
9
In the news – a look at the
stories that have made the headlines
Take a closer look – your water
quality
Heading down the right path –
apprenticeships at Wessex Water
Defeating dementia – charity BRACE
talk about their work
10-11 Save water and money – equip
your home with the latest water
saving devices
13
13
To flush or not to flush – a look at
what causes blockages
Caring for customers – what we do
for those in need of extra help
14-15 Partnership approach to improve
the environment – working with
communities
16-17 Protecting nature – looking after the
landscape
19
Fishing for life – cancer group
support each other through fishing
We are still encouraging everyone to Be Smart – love
your loo to prevent blockages of your toilets and our
sewer pipes which can cause flooding in your home.
If a package says wet wipes are ‘flushable’, this may
mean they go around your toilet’s U–bend, but they
may not necessarily break down in sewers (as toilet
paper does). To find out more please read our article
on page 13.
Marilyn Smith, group
head of public and
community relations
We are also asking for your view on our plans for the
future. On page 30 you will find a questionnaire ‘your
say your future’. Please help us by answering three
survey questions and returning these to us, and you
could win an iPad Air 2.
Also in this issue; find out about our biggest
apprenticeship recruitment drive and why fly-fishing
is helping recovering cancer patients.
I hope you enjoy the issue.
We want to hear from you...
Write to us at Wessex Water
Magazine, Public Relations,
Wessex Water, Claverton Down,
Bath BA2 7WW or email us at
[email protected]
6-7
21
20
21
Paradise found – customer holiday
offer
It’s good to talk – ways to contact us
22-23 Be Smart, switch to a meter –
installing a meter could save you water
and money
25
Education going further – schools
get involved
26-27 Open for business – providing you
with the best service
28-29 Be Smart, come and see us – your
chance to see what we do at events
this summer
30
31
Your say, your future – take part in
our survey and win an iPad2
Contact us and your feedback –
how you can get in touch with us and
what you have to say
To contact us or find out more about
Wessex Water see our contact details on page 31 or visit:
www.wessexwater.co.uk
25
31
Editor: Marilyn Smith
[email protected]
Design: Sally Amouroux
Editorial team: Ian Drury, Lauren
East, Charlotte Hanna, George
Keast, Pete Orchard and Jan Rance
Published by Wessex Water
The Wessex Water Magazine
Claverton Down, Bath BA2 7WW
Print managed by TaskerStone
and distributed by Royal Mail
Disclaimer: While every reasonable care
is taken with all material submitted to
the Wessex Water Magazine, the
publisher cannot accept responsibility
for loss or damage to such material. The
opinions expressed or advice given in this
publication are the views of the individual
authors and do not necessarily represent
the views or policies of Wessex Water.
This publication is copyright and may not
be reproduced in any form either in part
or whole without written permission
from the publishers.
in the news Take a
A round-up of how we’ve made the headlines
Supporting the
Yorkshire clear-up
Introducing
WOWSER!
The Christmas and New Year
period saw parts of Yorkshire hit
by devastating floods, and we
were quick to lend our support
to the clean-up operation.
We are always looking at new
ways to engage with our
customers, and we recently took
this a stage further with the
launch of a smartphone app.
Specialist teams from Dorset
and Somerset travelled to the
Bradford area to help Yorkshire
Water, using high-pressure jetting
equipment to clear sewers and
pump out properties.
WOWSER! (World Of Water,
Sewage, Environment and
Recreation) is a fun, interactive
and free game which gives a
quirky insight into what we do
beyond providing clean water
and taking away sewage.
More than 6,700 homes were
affected by the floods as river
levels reached unprecedented
highs, and Yorkshire Water
worked around the clock with
other agencies to deal with the
emergency relief effort.
The game takes the player
through a range of fast-paced
challenges that demonstrate
some of the duties of the
company, including stopping
leaks, educating customers on
ways to save water and
preventing sewer blockages to
protect the environment.
Locally-based technology blog
TechSPARK noted the simplicity
of the game and its educational
value to customers.
Seven crews set off from our
depots early on New Year’s Eve
and headed north, where they
were deployed to the worst
affected areas.
Richard Flint, chief executive
officer of Yorkshire Water, said:
“We are extremely grateful for the
rapid support we received from
other water companies, who were
an invaluable extra resource to
help alleviate the flood problems
many of our customers
unfortunately experienced.”
For news as it
happens, or if
you want to share news
with us, follow us on
Twitter @wessexwater
4 Wessex Water Magazine
It said: “While the interactive
challenges are simple, the user
must complete the tasks in a
limited time – it’s pretty fast and
frantic!”
Going the extra
mile for customers
Bringing back the
buttercup
Vulnerable people in the west are
getting some of the best help in
the country from Wessex Water,
according to a report published
in February.
A project to restore a rare species
of the buttercup flower in South
Gloucestershire has been backed
by our biodiversity funding
programme.
Regulator Ofwat highlighted us
as showing best practice when it
comes to helping vulnerable
The Bring Back the Buttercup
partnership project, led by South
Gloucestershire Biodiversity
Action Group, aims to reverse the
recent decline in adder’s tongue
spearwort, a rare member of the
buttercup family found at
Inglestone Common and only
one other site in the UK.
With the support of a grant from
our Partners Programme, Bring
Back the Buttercup will develop a
Wessex Water Magazine
31
method for reintroducing
the
customers based on their
individual needs.
We were invited to make a
presentation to leading chief
executives and customer service
directors – as well as other
companies in the water sector –
about how we go the extra mile
to support people struggling
with issues that are often beyond
their control.
“We are continually looking at
ways we can provide vulnerable
customers with the best possible
experience when they deal with
us and tailor our service to suit
their individual needs,” said head
of customer relations Sue
Lindsay.
rare plant which could help
conservationists support it on
other sites as well.
“The money will help fund the
planting of the adder’s tongue
spearwort and to monitor and
document seed set,” said
Robert Moreton of the South
Gloucestershire Biodiversity
Action Group.
Advertise with us
Make a splash and stand out from the crowd by securing advertising in the
next edition of the Wessex Water Magazine.
For further details call 01225 526329 or email: [email protected]
closer look
When you turn on the tap you have
the peace of mind of knowing that
the water we supply is treated to a
very high standard and continually
tested for quality.
Very occasionally as water travels
along pipes to your home its
appearance can become cloudy or
discoloured and look unappealing.
The most common cause of cloudy or
discoloured water is a change in flow
or pressure within the pipes which
can result in harmless iron and rust
sediment in the main becoming
disturbed. Normally, discoloured
water is short lived and can be
resolved quickly.
So, when can brown water occur
and what should you do?
Matt Cheshire, water quality project
manager, explained: “Brown water is
generally caused if there has been a
burst water main or a third party is
using a large volume of water, such as
the fire service.
“If this happens you don’t necessarily
need to call us. You simply need to
run your cold water kitchen tap until
it clears, which can take 30 to 40
minutes.”
If you have had to run your tap for a
while, and are on a water meter, you
can claim a flushing allowance by
calling us on 0345 600 5 600.
It’s worth knowing that plumbing in
your home can also be a source of
discolouration – particularly if it has
undergone recent work. Check if your
neighbours have discoloured water as
well before getting in touch – if they
don’t, it may indicate that the
problem is in your home.
“Take care to avoid using
discoloured water until it has
cleared as the taste may be
unpleasant and it could stain
clothing.”
Is it all white?
If tap water ever appears cloudy, or
white, this is due to air bubbles
being suspended in the water.
You’ll notice that if you fill a glass of
water from the cold kitchen tap and
allow it to stand, the water clears.
If the water clears from the bottom
to the top the discolouration is
caused by tiny air bubbles. Whereas
if it clears from the top downwards,
it is likely there are chalky deposits in
the water due to hardness.
Matt added: “You can clear the water
before drinking by filling a jug from
the tap, covering it and leaving
it in the fridge to stand. This allows
the air to escape and for the water
to clear.”
Any white water in our network
should clear within two to three
hours. After this time the tap should
be run for two to three minutes to
check that the problem has cleared.
If you’re still experiencing problems
after following our advice get in
touch with our Live Chat team on
our website www.wessexwater.co.uk
or call us on 0345 600 4 600
(Monday to Friday, 8am to 6pm,
emergencies at other times).
Lead pipe awareness
If your property was built before
1970 you may wish to check
whether it has lead pipes.
Unpainted lead pipes are normally
dull grey in colour, and tend to be
thicker than copper or plastic and
generally have a rounded swollen
joint where they join other pipes.
Scratching the surface, perhaps
with a coin, will expose the shiny
silvery grey metal underneath. Or
you could tap the pipe with a
metal object which will produce a
dull sound rather than the clearer
ringing sound heard from copper
or iron pipes.
If you have lead pipes you can
reduce the levels of lead in the
water used for cooking or drinking
by using fresh tap water straight
from the kitchen tap, running the
tap before your drink. Or you can
replace the lead pipes.
Wessex Water Magazine 5
heading down the
right path
This year we launched our biggest ever recruitment drive to attract
more than 40 apprentices to come and work for us in various
roles. Lauren East caught up with two former apprentices to find
out how an apprenticeship has helped them along their career path.
Joe joined us in 2014 as part of our water industry apprenticeship with
Bridgwater College where he had the chance to study for a NVQ Level 2 in
water engineering and move to different departments within the company.
“I’d tried working for smaller
companies but I didn’t feel like I got
the support I needed to progress. My
apprenticeship offered me stability
and being a bit older, I’ve taken
advantage of the opportunities it has
given me.”
After recently finishing his
apprenticeship, Joe now works in
our engineering and construction
department as a mainlaying operator
after practising the skills he learnt on
a purpose-built site at Bridgwater
College’s Cannington Campus. He
explained that the site replicates
real-life working conditions for
on-site staff.
“I enjoyed working on the site and
learning the different practical skills in
a realistic setting. It’s rewarding to
now put those new skills into practise
and provide a service for customers.”
6 Wessex Water Magazine
Trainee site engineer
Why a construction technician?
I wanted to learn more about the type of work Wessex Water
does. The construction technician role allowed me to
experience several parts of the business and regularly work
out on site where no day is ever the same.
How did you get to your current role?
After the construction technician programme, I pursued my
chosen career path as a site engineer. Coming from an office
background I never realised how much I would enjoy being out
on site, in all types of weather getting fully involved with the
construction teams.
What’s a typical day as a site engineer?
Joe Charlton
“I was drawn to Wessex Water as it’s a
large business with plenty of training
support and I saw it as a great
opportunity to learn and gain skills for
my future career,” he said.
Lauren Violante
With many apprenticeship roles
on offer, what’s Joe’s advice to
those thinking about applying?
“The best advice I would give
someone considering applying for
an apprenticeship is to always put
yourself forward and be willing to
learn,” he said.
It includes providing the site team with lines and levels, depths
that they need to dig, concrete levels and helping overcome any
problems that may arise.
And the best part of your job?
I learn something new every day and feel as though I have
contributed heavily to a project. I definitely feel that I have
made the right career choice and I would recommend
engineering and construction to anyone who enjoys a
challenge.
“There is no way I would have seen
myself coming so far when I started.
I’m not a shy person, but the
confidence I have gained working in
such a friendly and driven company
has helped me grow and mature.”
Joe is now looking to carry on his
career development with the aim of
becoming a team leader, eventually
progressing to management roles.
He added: “I know a lot of work will
be needed to achieve my goals in the
future but I’m always willing to learn
and I look forward to taking on further
training when the time is right.”
Take a look at our apprenticeship and
career opportunities on our website:
www.wessexwater.co.uk/careers
Wessex Water Magazine 7
DEFEATING DEMENTIA
A
Dementia is a growing problem – there are now more sufferers
worldwide than there are people living in Spain.
nd BRACE is a Bristol-based
charity trying to do
something about it.
It funds medical research into
dementia and has raised more than
£14 million to help support related
research projects.
There aren’t many charities that do
this, and that’s one of the reasons why
dementia research remains so
underfunded – just eight pence goes
to research for every £10 spent on
care and support.
BRACE was founded in 1987 by
people whose families were affected
by dementia and it funds research
scientists in Bath, Bristol and other
universities across the south west and
south Wales.
It funds research in this region
because it’s the most practical way for
a smaller charity to make the most of
its grant funding.
But, of course, the benefits are
widespread so BRACE is increasingly
attracting donations and help from
supporters around the UK and
sometimes abroad.
And the organisation’s funding is
bringing results – like the current
clinical trial that grew out of research
into blood flow in the brain which
BRACE made possible a decade ago.
If the clinical trial confirms that the
treatment is effective, an existing
blood pressure drug will be available to
doctors to help slow the progression
of Alzheimer’s – a real breakthrough.
The charity’s role often involves
funding pilot projects and initiatives
which fall outside other funders’ policy
guidelines, but which are then found
to be worth every penny.
It also provides core costs for key
clinical and laboratory teams in Bristol,
helping to create the stability on which
long-term success depends.
No wonder one of the senior scientists
in the region described BRACE as a
“Heineken charity – refreshing the
parts that other charities don’t reach!”
For more information on BRACE or if
you’re interested in helping to defeat
these devastating diseases, visit
www.alzheimers-brace.org
To raise awareness of dementia during
World Alzheimer’s Month famous names
like Robert Peston joined headband
wearing businesses, schools and
members of the public.
Wessex Water Magazine 9
SAVE WATER
AND MONEY
T
hey say home is where the heart
is, and there will soon be a new
way to show your property –
and potentially your bank
balance – some love.
Saving water is in everyone’s interests,
which is why we will soon be offering
supply customers a free home visit by
one of our friendly experts.
Our latest online customer panel
survey saw more than 1,000 people
give their views on home water checks,
74% of whom have meters fitted.
An encouraging 60% of respondents
said they would be motivated to take
advantage of this free service and,
unsurprisingly, lowering bills was the
most common motivation.
Our pilot home Kit Fit scheme will
get underway this year, during which
dripping taps can be fixed and a wide
range of water saving devices can be
fitted.
We hope to provide the service to
4,000 homes over the coming months,
helping families in our area to reduce
their water and energy bills.
10 Wessex Water Magazine
Save water and money
with the help of our
free home Kit Fit visit.
Pete Orchard finds
out more.
Gardens can also be given the onceover, and water butts – our best selling
product during Water Saving Week
this year – are among the items we will
be able to offer.
“The whole family
can get involved in
lowering bills and
using less water –
children can do
their bit.”
“This survey shows that our customers
want to do everything they can to save
water, and that could start with more
knowledge,” said water efficiency and
demand analyst Eve Atkins.
“There are often very simple solutions
to household leaks or faults, and we
offer a wide range of devices to save
water in the home and garden.
“The whole family can get involved in
lowering bills and using less water –
TOP TIPS FOR SAVING WATER
• Put a large bottle or jug of tap water in
the fridge. Waiting for a tap to run cold
can waste more than 10 litres per day.
• Don’t rinse paint brushes under a
running tap. Slowly wash them in a
small bowl of soapy water, running the
bristles with your fingers.
• Water your garden in
the evening when
less is lost to
evaporation.
Using a hosepipe
with a trigger gun
also means you
can water plants
more accurately
and reduce waste.
children can do their bit by using the
Toothy Timer, which tells them to
brush their teeth for two minutes and
reminds them to turn the tap off when
brushing.”
into account school children who have been given advice and
people who have used our online water efficiency calculator,
show that nearly 850,000 litres of water have been saved since
the water saving packs were rolled out.”
The new Kit Fit service takes our range
of water efficiency services to the next
level by offering practical in-home
assistance.
Don’t worry about contacting us to arrange a visit – we’ll be in
touch as soon as our Kit Fit teams are due to be in your area.
Nearly 5,500 customers took
advantage of our offer of free water
saving packs and advice during the
last financial year.
More than 21,000 water saving
devices were distributed last year in
our free packs, including 2,000-plus
eco showerheads and just under
4,000 Save A Flush devices for toilets.
When the amount of water saved as a
result of these devices is added up –
coupled with the impact of advice
given by our education advisers to
children during school visits – the
figures are truly mind boggling.
“The majority of people underestimate
the amount of water they use,” said
water efficiency project manager Julie
Morton. “These statistics, which take
Water meters will be installed on all properties in our region that
undergo a change of occupancy from October 2016, and we are
in the process of contacting customers who are in high rateable
value properties and suggesting they could benefit by switching
to a meter.
save
water
Wessex Water Magazine 11
To flush or not to flush?
That is the question for everyone who uses so-called flushable wet wipes.
O
ur advice is to stay blockage free
by not flushing wipes because
only the three ps, paper, poo
and pee, should go down
your loo.
them into a non-recyclable container
and putting it in with the household
waste.
CALL US – we can help
We know that around 13,000 blockages
a year in our region are caused by
people flushing wet wipes, tampons
and sanitary products, cotton buds and
even nappies down the toilet.
If you are affected by a blocked pipe
you’ll find that in addition to the distress,
the clean-up costs can be enormous.
So if it happens to you please call us
on 0345 600 4 600 so we can help.
BE SMART love your loo
Many of these are caused by wipes
labelled as “flushable” which don’t break
down in the same way toilet paper does.
And this means that a lot of households
are facing the unpleasant and distressing
problem of blocked pipes, and gardens,
garages and homes flooded with sewage.
But you can prevent your pipes from
being blocked by putting all those items
in the bin.
As for fats, oil and grease – let them cool
before scraping the solid fat into your
food waste bin for recycling or pouring
Popular website Mumsnet features
horror stories from people who have
had blockages after flushing wet
wipes, with some claiming they simply
don’t disintegrate. We have written
to supermarkets and wet wipe
manufacturers raising our concerns
over the way wipes are marketed.
Caring for customers comes first
W
e are committed to providing the
highest standards of service to all
but we understand that some
customers may need extra consideration.
People don’t like to think of themselves as
being in need of help and don’t anticipate
that it could happen to them at some
point. But anyone can become vulnerable
at any time.
This can be due to literacy, illness,
unemployment or simply a sudden
change in circumstances, such as
a bereavement or divorce.
We try to treat customers as individuals and
tailor help to suit their needs in a way that’s
easily accessible.
Our staff are specially trained to help with all
sorts of needs and we have a wide range of
ways to get in touch.
And if people are struggling to pay their bill
we really can make a difference with a range
of schemes and low rate tariffs. But it’s
important not to delay contact – avoiding the
problem makes it worse in the long term.
If you do have specific requirements due to your age, ill health, a
disability or particular needs register for Customer Care Plus so we can
take these into account. We can offer bills and leaflets in large print or
a language other than English, a security password system to protect
against bogus callers or extra assistance in the event of water supply
interruptions.
Visit: www.wessexwater.co.uk/customerplus or call 0345 600 3 600
(Monday to Friday, 8am to 6pm).
Wessex Water Magazine 13
W
This was one of 25 pilots for the catchment-based
approach that began in 2011 and five years later it’s
still going strong.
photo: Julian Wardlaw
Partnership approach to
improve the environment
Poole Harbour
catchment initiative
Its work has secured funding through the Catchment
Partnership Action Fund (CPAF) for three projects:
• reductions in pollution from sources such as
agriculture
• river habitat
• wet meadow enhancement.
Jan Rance reports on community-based initiatives that are helping water environments.
e’re working with local
communities and
stakeholders and using
partnership initiatives to
make improvements to local water
environments around our region.
Stour catchment initiative
Since the Stour catchment initiative began in 2013 it has carried
out a wide range of work.
As part of this work we’re a partner on
every catchment in our region, covering
the Hampshire Avon and Somerset, and
are hosting three catchment initiatives –
on the Bristol Avon, the Dorset Stour and
Poole Harbour.
14 Wessex Water Magazine
And it has worked with businesses to reduce urban pollution by
raising awareness of the effects on rivers and bathing waters.
This year, the initiative is developing its education and engagement
approach further, to improve links between partners and provide
more help to people in the catchment.
Weed clearing, gussage stream by Amanda Broom
Together we identify the local challenges
and plan and carry out projects to resolve
them in a cost effective way that protects
local resources.
Representatives from local authorities, government
agencies, businesses and NGOs discussed the
management of nitrate and algae in the harbour.
The partnership has also been helping local
communities to develop their own river
restoration and citizen science (ie, scientific
research by amateur or nonprofessional scientists)
monitoring projects on the Bere Stream and in the
Win catchment.
Its achievements include installing a fish passage around a weir and
projects to create fish fry bays and restore wet grassland habitat.
It’s all part of what’s called a catchmentbased approach – a way of working at a
river catchment scale to improve the
water environment and promote
biodiversity – which began five years ago.
We work alongside bodies like local
authorities, government agencies, NGOs,
water companies, angling clubs, farmers,
academia and businesses, to share local
knowledge and expertise.
Together with
Dorset Local
Nature Partnership and Local Enterprise Partnership
we hosted a workshop looking at the feasibility of algal
harvesting in Poole Harbour.
Local community groups are active in the catchment, working on
restoration and awareness of rivers, and partner organisations are
working with schools and the public, encouraging everyone to get
involved with the river through invertebrate monitoring
and public events.
Bristol Avon catchment partnership
Over the last few years stakeholders and partners have
worked together to identify water-based issues in the
catchment. These include:
•
•
•
•
•
•
high phosphate levels
sediment and soil run off
tidal and fluvial flooding
low flows in rivers during warmer periods
degraded river habitats and wildlife
climate change.
A recently published catchment plan has identified work
to resolve these issues, many of which can only be
achieved by working together and sharing resources,
expertise and knowledge.
The partnership is currently undertaking an
environmental services evidence review.
This will bring together the best available scientific data
in order to understand the areas of highest risk for the
key issues and
identify the best
ways of resolving
the issues and
improving the
catchment.
The next step is
to develop a
detailed action
plan that will
identify priority
projects
to bring about
beneficial results.
You can find out more about the partnerships and initiatives, their catchment plans and what they are
doing at their respective sites: www.bristolavoncatchment.co.uk www.pooleharbourcatchment.co.uk
and www.stourcatchment.co.uk
Wessex Water Magazine 15
THe GrId CoMMuNITy AWArds
W
Protecting
nature
e’re fortunate to have many miles of picturesque countryside in our
region. So when we carry out work we do everything we can to protect
wildlife and the local environment. Recently we laid a new pipeline, near
Blandford, Dorset. It’s all part of our water supply grid scheme that is enabling us
to move water around our region to ensure customer supplies are maintained for
years to come. Much care was taken to minimise any impact we had on the
environment during the work. And, as the main picture shows, it’s hard to even
know we’ve laid the new supply pipe through these rolling hills. Find out more
about our water supply grid scheme at www.wessexwater.co.uk/grid
W
16 Wessex Water Magazine
e’ve been supporting
environmental and
wildlife projects in areas
that run along our water supply grid
scheme.
Local groups and organisations
within Dorset, Wiltshire and
Somerset have received funding for
environmental initiatives through
our grid community awards.
The awards have already helped
restore a historic pond in
Dorchester and supported
Wiltshire Bat Group purchase
new monitoring equipment
to study a rare species of bat.
Similar to our long-running Wessex
Watermark Award, we’re working
with the Conservation Foundation,
whose panel of experts judge all
applications for funding.
Community organisations, charities
and schools can apply for up to
£2,000 for projects that seek to
improve the environment and
wildlife.
Marilyn Smith, group head of public
and community relations, said:
“This is a great opportunity that
could help get environmental
initiatives off the ground or support
those that are up and running,
but need further funding.”
If you have a project in mind and
it falls within the area covered
by the water supply grid scheme,
see how we can help by visiting
www.wessexwater.co.uk/grid
Before: Picture taken
during construction
After: Main picture
shows how the area has
returned to normal
following construction
Wessex Water Magazine 17
fishing for life
e
Breast cancer group South West Fishing for Life has been supporting its members
through fly fishing at our Hawkridge reservoir in Somerset. Lauren East finds out more.
stablished in 2008, South
West Fishing for Life helps
with therapy and provides
respite for people suffering
or recovering from breast cancer.
The support group was started by
founder Gillian Payne, who was
inspired by our Hawkridge reservoir,
near Bridgwater, Jane Tomlinson’s
battle with cancer and hearing how
fishing techniques could be beneficial
to building up tissues and muscle.
With the help of trustee and
fly fishing coach Sally Pizii, the
organisation now runs eight
monthly meetings, including one
at Hawkridge, so others can reap the
benefits of fishing as well as enjoy
the beautiful outdoors.
Sally Pizii explained that mixing the
activity of fishing along with fun,
support and understanding was the
recipe for success, leading to the
group receiving The Queen’s Award
for voluntary services.
“Meeting regularly in a relaxing
environment gives people the
chance to unwind, enjoy the fresh air
and get a degree of physical
exercise,” said Sally.
“Members become more confident
in themselves and their whole
demeanour changes. They’re
achieving a new skill they may never
have thought they could, developing
better fitness and being supported
emotionally.”
The meeting at Hawkridge takes
place once a month during the
fishing season. Members get to talk
with others who are going through a
similar situation and then meet up
with licensed coaches for three
hours of casting and fly fishing.
“The aim of the support group is to
encourage the enjoyment angling
can bring as well as the friendship
benefits. No-one is embarrassed by
the fact they have little or no hair or
that their features are swollen by the
medication – it doesn’t matter, it’s
the whole person that is being cared
for,” added Sally.
You can find out more about
South West Fishing for Life at
www.southwestfishingforlife.org.uk
• Wessex Water’s Hawkridge
Reservoir is situated on the edge
of the Quantock Hills in a
magnificent setting. It is a trout
reservoir with a variety of
rainbows, browns, tigers, golden
and blue. Find out more about our
reservoirs on our website
www.wessexwater.co.uk/fishing
Pictured above: volunteer coaches Nick
Berry, Sally Pizii and Tony Pizii.
Wessex Water Magazine 19
An exclusive offer for Wessex Water customers
paradise found
It’s good to talk
T
he digital revolution and the rise of
social media mean it has never been
easier for us all to communicate.
But sometimes only a good old-fashioned
conversation will do, which is why we have
friendly staff on hand if you need help to pay
your bill, report a leak or ask a technical
question.
Alternatively, you might want to seek us out at
one of the numerous community events, fairs,
residents’ days and drop-in sessions we take
part in throughout the region.
Discover Malaysia with Trailfinders from £1349
10 night holiday staying at The Majestic Hotel Kuala Lumpur
& Pangkor Laut Resort
This exclusive Wessex Water package consists of:
• Direct return Malaysia Airlines flights to Kuala Lumpur
• 3 nights at The Majestic Hotel Kuala Lumpur with breakfast,
transfers and a complimentary upgrade
• 7 nights at Pangkor Laut Resort with breakfast, transfers and
a 35% discount
• Save over £550 per couple!
ards 2015
Aw
20 Wessex Water Magazine
For more information and to book call your local Trailfinders:
Trailfinders Bournemouth 01202 411 600
Trailfinders Bristol 0117 929 9000
Trailfinders Exeter 01392 458 200
quoting Wessex Water.
Price is per person, based on two sharing, subject to availability.
Valid for selected departures 13 Jun 2016 – 31 Mar 2017.
Peak season supplements apply.
Book by 31 Dec 2016.
Regular visitors to our website –
www.wessexwater.co.uk – will have noticed
our Live Chat facility, which gives quick and
easy online access to our customer services
department.
Of 9,938 chats recorded last year, 88% of
customers were satisfied that their query had
been resolved and 96% were satisfied with the
agent overall.
Nearly three quarters of customers said they
would have otherwise contacted us by phone
and 20% by email – another sign of how times
are changing.
Customer care team leader Luci Sheppard said:
“The team handle a range of issues and
enquiries via Live Chat, from sewer blockages
to low pressure. The service is quick, easy and
popular with customers.
“More than 500 operational chats come in
each month from people who say they would
have either called, emailed or in some cases
not contacted us at all.
“So it’s also helping achieve our performance
commitment to provide both an excellent and
easily accessible service for customers.”
Meanwhile, our Twitter and Facebook accounts
offer alternative means of getting in touch or
alerting us to potential problems.
Now 10 years old, Twitter has become a vital
news and information resource for a busy
generation and thousands of people now
follow our feed – @wessexwater – to see
what we are up to or to get in touch.
“The team
handle a range
of issues and
enquiries via
Live Chat, from
sewer blockages
to low pressure.
The service is
quick, easy and
popular with
customers.”
Our main Facebook page has been ‘liked’ by
lots of customers, while we also have an
extremely popular Wessex Water Fisheries
page where anglers share tips and pictures of
their prize catches.
And smartphone users can download our
mobile app game Wowser! to learn more about
what we do as a company and try their hand at
some fun, interactive games.
Wessex Water Magazine 21
Made a big difference
Retired couple Peter and Susan Renshaw moved into a new
metered property in Melksham five years ago, and they have
noticed a big difference in their bills after previously being in
a house with a high rateable value.
There was a time when some people were cautious about switching to a water meter.
But as Ian Drury reports, that’s no longer the case as many people are now opting for a
water meter and saving themselves money.
Over half of our customers are now on a water
meter and in the last six years alone more than
50,000 households in our region have switched.
Many customers prefer to pay for how much
water they use rather than have their bill based
on the size of their property. On average those
who switch save around £100 a year – and that
doesn’t mean you necessarily have to
significantly change the way you use water.
Simply installing water saving devices, which we
provide for free (see page 11), and being more
aware about how you use water, such as waiting
until you have a full load to put your washing
machine on, can make a difference.
Customers Peter and Susan Renshaw and Kathy
Wilson from Wiltshire said they saved money by
being on a water meter – read their stories
opposite.
While a water meter may not be for everyone,
especially if you have a large family that uses a
significant amount of water, it is worth seeing if
you could save by switching. Use the calculator
on our website or request our leaflet which
explains how to work out your water use.
Don’t forget we’ll normally fit a meter for free
and if you decide within two years it isn’t for
you, you can go back to paying unmetered
charges*.
*This option lapses after you have been billed for two years on the
metered charge. You can only make this change once.
Why have a meter?
Join in with other people in your area by switching to a meter and
only paying for water you use.
It makes sense because it could lower your bill if any of these apply:
• you live on your own or have a small family
• live in a house with a high rateable value
• are a low water user.
Is a meter right for me?
It could be, but you need to think about how much water you use.
Water use is affected by:
• the number of people in your house
• how often you use your appliances
• the condition of your internal pipework (consider whether you
have leaks or drips) and appliances.
How do I apply?
Applying is easy, simply visit our website which has further
information www.wessexwater.co.uk/meter or call 0345 600 6 600
(automated line) for an application form.
What happens next?
Once we receive your application
we’ll be in touch. Your meter will
be fitted quickly and you may
not need to be at home.
Mr Renshaw said: “I have always been quite economical when
it comes to using water but I’ve definitely noticed it is
cheaper to be on a meter.
“Having a meter means you tend to be more careful, and I am
probably only in the shower for two to three minutes.
“We rarely use the dishwasher, and when I wash up the oldfashioned way I tend to use the water sparingly. I’m also a big
user of the garden and I have three water butts.
“I would certainly recommend a meter to friends and I try to
pass on water saving tips to my children and grandchildren.
“In my view you would only be worse off with a meter if you
were tremendously wasteful.”
“I have always been quite
economical when it comes to
using water but I’ve definitely
noticed it is cheaper to be
on a meter.”
Happy on a meter
Kathy Wilson from Devizes had a
meter fitted more than 10 years
ago and is adamant she would not
now be without it.
Mrs Wilson said: “I’m someone
who hates to see water wasted
and I get annoyed with my slow
immersion heater when I’m
washing up.
“I would estimate I save around
£30 a month – £400 a year – on
my water bills thanks to my meter,
and I’m always trying to persuade
my neighbours to get one put in.
“Normally they can be fitted
without anyone coming into the
house, so it really isn’t any hassle
to switch.”
A keen gardener, Mrs Wilson has
five water butts and re-uses water
from the kitchen to tend to her
plants.
Inside the home, she already
has a water-saving toilet cistern
device in her toilet and plans
to request a free pack of
gadgets from our website –
www.wessexwater.co.uk/
savingwater
“Normally they can be
fitted without anyone
coming into the house,
so it really isn’t any
hassle to switch.”
“We’ve got to think of the
resources we leave behind for
our children and grandchildren,”
said Mrs Wilson.
“I think too many people take
water for granted, and having a
meter is a good way of making
you stop and think about how
much you’re using.”
www.wessexwater.co.uk/meter
22 Wessex
WessexWater
WaterMagazine
Magazine
Wessex Water Magazine 23
Sweet dreams
We investigate
your client’s
property
risks so you
can sleep easy
at night.
Sweet dreams
For peace of mind and a 10%
discount ask your solicitor to
order all your property searches
from Wessex Searches quoting
reference “sleep easy”*
*Terms and condition apply.
24 Wessex Water Magazine
01225 526 206
www.wessexsearches.co.uk
Wessex Water Magazine 27
Education going
further
A
s well as this we also
work with secondary
schools, colleges and
universities to support
learning in other subjects such
as science, geography and
engineering.
Over the past three years,
we’ve worked with first year
HND graphic design students
from Bournemouth and Poole
College and asked them to
come up with ideas for their
portfolios based on topics we
promote, such as water
efficiency and avoiding
blockages in the home.
Education adviser Duncan
Forbes, one of the three
advisers we have working
across our region, supports
the students by explaining the
topic in full and then provides
feedback on their work during
the project.
“Encouraging students to
research a subject we
promote helps their
understanding of the issue
For more than 20 years, our free education service
has been helping schools teach pupils about the
water cycle, the environment and what happens to
their waste, through classroom lessons and trips to
our water and sewage treatment works.
and students go on to become
excellent ambassadors by
sharing their new found
knowledge with friends and
family.
“We end up with some
great original ideas for our
campaigns that young people
can relate to,” explains
Duncan.
Looking to the future
We also work with local
universities on research
projects and support students
with their studies, with the
hope of them considering a
career in the water industry.
One way we support studies
is by inviting civil and
engineering students from the
University of the West of
England (UWE) to a tour of
our different sites as part of
their second year programme.
procedures we have at each
of our sites,” said leakage
engineer Jody Knight, who
has been coordinating the
visits for the last five years.
When visiting water
treatment works, students
learn about the treatment
process and how it is
controlled and when visiting
construction sites discussions
are had about health and
safety, the environment and
archaeological impacts as well
as the construction design.
“Inviting students to take a
look around our sites helps
them place the theory they’ve
learnt on their course in a
practical setting.
“So far we’ve had more than
110 students from UWE visit
us, including some from Brazil,
and students have done an
industry placement with us
following their visit.”
“The aim of the visits is to give
students a good overview of
the source to tap process and Find out more about our free education service or arrange
to explain the different
to speak to one of our education advisers by visiting the
website: www.wessexwater.co.uk/education
Business seCTion
Business seCTion
Open for business
A lot is set to change for the 100,000 businesses and other non-household customers in our region
over the next year. Under a new government initiative they will soon be able to pick and choose their
water and sewerage provider in what is set to be the biggest change to the UK water industry since
privatisation. Some have argued that this approach has not worked in the energy industry, so why
introduce it to water? It’s called ‘Open Water’ and George Keast tells you more.
pril 2017 is an important
month in the water industry
and for businesses and other
non-household customers
across England, because the way they
receive their water and sewerage
services will change.
A
Open Water will create more tailored
services for non-household customers
to improve efficiency, particularly for
larger businesses with premises in
different parts of the country.
Larger businesses will be able to
choose one retailer to manage and
supply their services nationwide,
meaning they can receive one bill
for their entire business and raise all
enquiries with one single point of
contact.
As well as reducing significant amounts
of time and administrative work on
sorting through water bills, nonhousehold customers can also benefit
from tailored water efficiency services,
including advice on ways to save water
across their business and help the
environment.
So you might be wondering how it
will all work? In simple terms, existing
water companies like us will be
exiting the market for non-household
customers and will become
wholesalers, while retailers will enter
the market and become the new
point of contact for customers.
What is a retailer?
• Retailers will bill the non-household customer and hold the relationship with them.
• They will be the first point of contact for non-household customers when they have an enquiry
about their water and sewerage services or bill.
• They will compete with other retailers to provide the best services to non-household customers.
What is a wholesaler?
• Wholesalers will continue to supply water and provide sewerage services to non-household
customers on behalf of the retailer.
• They will continue maintaining their water and sewerage network and all other assets.
• They will continue to carry out work, such as leak repairs or meter replacements for
non-household customers on behalf of the retailer.
26 Wessex Water Magazine
What you need to do
If you run a business or are responsible for paying water and sewerage services for a non-household property in
our region, we want to let you know how you could benefit from Open Water and get the best service tailored
to meet your individual needs.
Water2Business
We have created a new retailer, jointly
owned with Bristol Water, to compete
in the non-household water and
sewerage retail market. It already has a
wealth of experience of looking after
businesses and other non-household
customers in our region and across
the rest of the UK – it’s called
Water2Business.
Most other water companies have also
set up their own non-household retail
arms in preparation for Open Water.
Your business or non-household
properties in the region will
automatically be transferred to
Water2Business when the market
opens in April 2017 and you will
no longer deal directly with Wessex
Water apart from when there is an
emergency.
Visit www.water2business.co.uk
for more information.
There are a few rules about whether
your property will be eligible to be
part of this competitive market, the
primary one being that you are
paying business rates.
For eligibility details and more
information about switching, visit
www.open-water.org.uk/customers
Switching
We very much hope you choose
to stay with Water2Business and
continue to receive industry leading
levels of customer service, but you
will have the choice to switch
supplier if you wish.
You can switch any time after
April 2017 for free by contacting
the retailer of your choice and asking
to do so. Then the retailer will do all
the hard work for you.
Our standards remain the same
“Your relationship with us as a nonhousehold customer will inevitably change
after Open Water, as all billing and routine
enquiries must now be made through
your retailer.
“However, on the occasions that you do
need to communicate with us, such as during
an emergency or operational incident, we will
continue to provide our high standards of
customer service and go the extra mile to
help you at all times.”
Andy Pymer,
Wessex Water’s
director of regulation
and customer services.
To make sure you get the best option
for your business or non-household
property, we would recommend you
take time to identify what you want
from your water and sewerage
service provider and review your
current usage, bills and meter readings.
Promote your
business
Make a splash and
stand out from the
crowd by securing
advertising in the
next edition of the
Wessex Water
Magazine.
For further details call
01225 526329 or email:
[email protected]
Wessex Water’s
magazine
Wessex Water Magazine 27
Over the next few
months we will be
out and about in our
region and we’d love
to meet you.
BE
SMART
come and see us
“Visiting the summer shows is a great way for us to meet our customers.
We try and make it fun for all the family, with quizzes and competitions,
and hope to see lots more people this year.”
Marilyn Smith, group head of public and community relations
O
n Saturday 2 July we will
be at the Yeovilton Air
Day in Somerset. The
event at the Royal Naval
Air Station Yeovilton, HMS Heron, is
the Royal Navy’s premier airshow.
The base is home to the Lynx Wildcat
Maritime Force, the Commando
Helicopter Force and the Army
Air Corps Wildcat Aviation
Reconnaissance Force. It is also home
to the famous vintage aircraft of the
Royal Navy Historic Flight. The air day
promises to be an action packed fun
day out for all the family, with thrilling
flying displays and plenty to see and
do on the ground.
Look out for our stand where we will
be inviting people to find out how
to save water and money, learn more
about our Be Smart love your loo
campaign and enter our competition.
Later in the summer we will be at the
Bournemouth Air Festival which
promises to be a four-day spectacle of
some of the world’s greatest display
teams and aircraft.
With beautiful clifftop and beachfront
viewing areas, the festival runs from
Thursday 18 August to Sunday 21
August. It hosts a wide variety of stalls,
stands and attractions. The night air
entertainment evening, the dusk air
displays and the live music along the
seafront create a magical atmosphere
for a summer weekend.
Our staff will be on hand to answer
your questions and tell you about
water saving initiatives in your home
and garden and there will be an
opportunity to find out how you can
do your bit to protect the
environment.
Then in September we will be at the
Dorset County Show on the weekend
of September 3 and 4. With several
new initiatives this year, including the
Dorset Artisan Craft tent and a new
heavy horse village, this annual event
is held at the Dorchester Showground,
Dorchester. This year’s show is the
finale to the Dorset Agricultural
Society’s 175th anniversary year.
,
lighted
.
e
.
.
d
y
e
r
a
rs s ut in and we a
o
t
i
s
i
v
ter p
our
What e had a water maelved our bills.”
d how
28 Wessex Water Magazine
v
h
realise
t
“We ha it has nearly
’
n
d
a
Ih
e
t idea.
becaus
a
e
r
g
a
how is a family.”
s
e
h
t
g to
e as
“Comin ter we wast
ff from y are
a
t
s
e
a
h
w
he
ft
much
ome o reness and t
s
t
e
e
m
a
reat to re raising aw
g
n
e
e
b
a
. They
“It has
r
e
t
a
xW
Wesse
eyes.”
y
m
n
i
stars
Come and visit us at the show, where
there will be fun activities for the
children, and the chance to take part in
our survey and enter our competition.
Our staff will be on hand to tell you
about our Be Smart switch to a meter
programme and how you could save
money on your water bills, as well as
environmental initiatives such as our
Be Smart save water campaign.
SAVE THE DATE
Saturday 2 July
RNAS Yeovilton
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Thursday 18 to
Sunday 21 August
Bournemouth Air Show
Bournemouth seafront
Saturday 3 and Sunday
4 September
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Wessex Water Magazine 29
Wessex Water Magazine 29
Your chance to WIN an iPad Air 2
your say
your future
Customers are at the heart of everything we do, which is why your views are important to us so we can make plans for the
future. We would like you to take part in our latest survey so we know what matters most to you and what you think
about the services we provide. Once you’ve given us your view you’ll be entered into a competition to win an iPad Air 2.
Complete the survey online at www.wessexwater.co.uk/survey2016 or return the form below to us.
Q1 What’s most important to you?
From the list opposite, which three things are
most important to you and which three are least
important to you?
For example, if your top three are A, B and C they
should be put in the ‘Most important’ boxes, then
fill in the ‘Least important’ box with your least three,
for example D, E and F .
Most
important
Least
important
A
B
C
D
E
F
G
H
I
J
K
Improving the taste and appearance of water
Helping you to save water and money
Reducing the chance of your water supply being interrupted
Reducing the amount of water that leaks from pipes
Reducing Wessex Water’s carbon footprint
Ensuring the sea is cleaner
Improving river habitats
Providing more help and financial assistance for customers
that need it most
Reducing the chance of sewage flooding into properties and
on to land
Wessex Water taking on a greater role in flood prevention
Ensuring Wessex Water’s services are reliable even when
extreme weather events occur
Q2 How much do you agree with the following statements? (Please tick)
Strongly Tend to Neither/ Tend to Strongly Don’t
agree
agree
nor
disagree disagree know/no
opinion
Wessex Water...
is an expert at what it does
cares about its customers
plays an active role in the community
plays a key role in protecting the environment
Household customer
Business customer
Employee
None of the above
Picture perfect
I often visit your Bleadon Levels
Nature Reserve where I sit at the
hides with a flask of coffee
watching the wildlife. You have
to be patient, but there is an
abundance of wildlife there –
only yesterday I watched two
deer, two herons, coots and
swans and various ducks. I often
look at your magazine and think
that this nature wildlife reserve
should be promoted more with
pictures of wildlife. It's what
people love to see and read
about – so here’s a picture (see
below) I took at Bleadon.
P Cousins
Weston-Super-Mare
Many thanks to everyone who has got in touch
Water debate
In your article "Elixir of life"
I was dismayed to read all the
comments defending bottled
water. It is perhaps not
surprising that vested interests
are popping up like sewage from
an old fashioned outfall, but that
members of the public are saying
they drink bottled water because
they want to be sure their water
is safe just beggars belief.
That just shows the power of
marketing hype over common
sense.
A Newton
Shaftesbury
Questions about your bill
• Payment arrangements • Metering • Moving house •
Problems paying • High water use
• Customer Care Plus
0345 600 3 600 (Monday to Friday, 8am to 6pm)
Name:
Email: [email protected]
Email:
Write to: Wessex Water, 1 Clevedon Walk, Nailsea,
Bristol BS48 1WA
www.wessexwater.co.uk
Address:
Telephone number:
Complete this survey and return to us at Wessex Water Services Limited FREEPOST BS8433 Bath BA2 7BF. Don’t forget to include
your contact details so we can get in touch if you win the iPad Air 2. To enter online visit www.wessexwater.co.uk/survey2016
Competition closing date is 31 August 2016. Please read our competition rules on page 31.
Costly bottles
I read with interest the feature in
the Spring/Summer issue by Dr
Farrimond entitled “bottled vs
tap” and found the responses in
the Autumn/Winter edition very
interesting.
Setting aside the issue of
comparing the merits of tap to
bottled water, the main issue has
to be an environmental one –
that being the cost of the bottle
production. The majority of
water is sold in polyethylene
terephthalate (PET) bottles,
which are produced from fossil
fuels, mainly gas and petroleum.
It is estimated that twice as
much water is used in the
production of the bottle than
its contents which means that
each litre of water sold
represents three litres of water.
Once the bottle has been
made we have the energy costs
involved in filling it with water
on the production line, the
transportation cost whether that
be by road, rail, air or sea and
finally the recovery cost, some of
which is by way of recycling or in
many cases into landfill.
In this country where we have
high quality tap water, bottled
water is a product that is totally
unnecessary, the production of
which has a huge negative
impact on our planet and I would
urge consumers to turn their
backs on it.
Mike Barrow
Chairman of the Eco Group at
Keynsham Methodist Church
Biogas request
Just to say how informative the
Autumn/Winter copy was. “All
About Taste” was very good and
did help to explain the various
tastes that water may have.
Would it be possible to have an
article on Wessex Water’s biogas
systems?
G Baker
By email
Editor – What a great idea. We’ll
look to include an article in our
next magazine.
We want to hear
from you...
Write to us at Wessex Water
Magazine, Public Relations,
Wessex Water, Claverton
Down, Bath BA2 7WW
or email us at
[email protected]
Competition rules: Open to Wessex Water customers only and no more than one entry per household is allowed. Employees of Wessex Water and their families are
not eligible to enter. No alternative prizes are available. The decision of Wessex Water’s group head of public and community relations is final. Wessex Water will not enter into
correspondence regarding this competition. A list of winners is available on request by sending a stamped addressed envelope to Public Relations, Wessex Water, Claverton
Down, Bath BA2 7WW. Closing date for entries 31 August 2016.
contact us
delivers on its promises
Q3 Tell us if you are a
Wessex Water: (Please tick)
Feedback
(please quote your customer number and telephone number)
Questions about your water supply or sewerage
• Loss of supply • Leak • Water quality problem
• Sewage flooding • Blocked sewer
0345 600 4 600 (Monday to Friday, 8am to 6pm, emergencies
only at other times)
Email: [email protected]
www.wessexwater.co.uk
We welcome calls via the Text Relay service.
Calls to 0345 numbers usually cost the same as standard UK landline numbers.
Please check with your telephone service provider. To protect our customers
and staff telephone calls may be recorded.
Wessex Water supplies water and sewerage services to an area of the south west of England, covering 10,000 square kilometres including Dorset, Somerset, Bristol, most of
Wiltshire and parts of Gloucestershire and Hampshire.Within our region Bristol Water supplies water to the city of Bristol and surrounding areas including some parts of
Somerset. Bournemouth Water supplies water to Bournemouth and to just south of Salisbury.
Wessex Water Magazine 31