Wessex Water’s spring/summer 2015

www.wessexwater.co.uk F wa RE ter sav E ing de for you vices r home see p – age 25

Bottle vs tap Our advice is there really a if you’re difference? struggling to pay

Digging deep Employees going the extra mile for customers

Number 2 Get hooked Our Bio­Bus Learn how to fish takes to the at our reservoirs road – page 12 – page 20 Welcome am sure you’ve all had that sinking feeling when post lands on information for visitors. At the the door mat and you realise it’s a household bill that has forefront of our new look inevitably gone up from the previous year. website are our staff and in this edition of our magazine you get I While year on year bill increases seem to be the norm, it isn’t to meet some of them. the case for the average water and sewerage bill, which is actually Marilyn Smith, group falling between now and 2020. Also in this issue we catch up head of public and with a doctor who explains the community relations You may ask how this will affect the services we provide. Well the benefit of drinking tap over good news is that it won’t. In fact we will be investing more than bottled water, find out more ever before – around £2 billion – improving the already high about our historic water tower in Dorset and visit a picturesque standards of service we provide and delivering what customers tell reservoir in Somerset. There are also some top tips on saving water us is most important to them. around your home. We realise that there are some people who still struggle to pay As always we’d love to hear from you, so if you have a story to share their bill, but there’s help available and in this edition of our and want to discuss watery issues with other readers, feel free to magazine we look at the various schemes we offer. There’s now a get in touch. Better still, why not come and see us at one of the much easier way to pay your bill by signing up to eBilling – and it events we’ll be attending in June and July – see page 22 for more. means you can go paperless. I hope you enjoy the issue. You may have noticed that our website has had a spring makeover. It has been relaunched to provide more accessible and refreshed

27 We want to hear from you... Editor: Marilyn Smith email: Write to us at Wessex Water Magazine, [email protected] Public Relations, Wessex Water, Art director: Sally Amouroux Claverton Down, Bath BA2 7WW or email us at [email protected] Editorial team: Ian Drury, 12-13 28 Lauren East, George Keast and Jan Rance 4 In the news – a look at the stories that 19 Thank you Salisbury – our successful have made the headlines campaign aimed at reducing blockages Published by Wessex Water 5 Meet the team – Paul Bridges – helping to 20-21 Caught in the moment – a beginner learns The Wessex Water Magazine fix customer leaks how to fish at one of our reservoirs Claverton Down Bath BA2 7WW 6-7 Bottle vs tap – is there really a difference? 22 Come see us – where you can find us Photography: Colin Hawkins, around the region 9 Not sure? Don’t open the door – advice Julian James and Andrew for vulnerable customers 23 Visit our nature reserve – explore the Stevens nature reserve at Bleadon, North Somerset 11 A towering achievement – Dorchester’s Print managed by TaskerStone and distributed by Royal Mail Victorian water tower 24-25 Be Smart save water – top tips to save water in your home and garden Disclaimer: While every reasonable 12-13 All aboard the number 2 – our Bio-Bus care is taken with all material takes to the road 27 The grid community awards – our new submitted to The Wessex Water Magazine, the publisher cannot accept environmental award scheme responsibility for loss or damage to 14 City lights, sandy beaches – an exclusive such material. The opinions expressed offer for Wessex Water customers 28 Meet the team – Charley Maher talks about or advice given in this publication are her team at our billing company the views of the individual authors and 15 Putting things right – how we deal with do not necessarily represent the views complaints 29 Affordable bills – advice if you’re or policies of Wessex Water. struggling to pay This publication is copyright and may 16-17 Take a fresh look – our new look website not be reproduced in any form either 31 Contact us – how you can get in touch in part or whole without written 18 Burnham coastal improvements – major with us permission from the publishers. water quality work planned for Somerset

To contact us or find out more about Wessex Water see our contact details on page 30 or visit: www.wessexwater.co.uk in the news A round-up of how we’ve made the headlines

Top quality Zero waste leader Making our Extra relief in South scientific staff As a water and sewerage Watermark Gloucestershire company we understand the We have become the first water More than 900 environmental importance of looking after the We will be constructing a multi- company to be praised for the initiatives across our region have environment, so we’re aiming to million pound scheme in South high quality and development of been supported by our Wessex divert 100% of our waste away Gloucestershire to provide our scientists who test water to Watermark award. This year we from landfill by 2020. significant additional sewer ensure it meets regulatory have already helped 18 different capacity for new developments standards. organisations from schools, We’re already within reach of at North Yate, Harry Stoke and parish councils, youth groups that target by achieving more Emerson’s Green. and community organisations. than 97% diversion from The scheme will see the landfill, with the remaining These have included: completion of the Frome Meet the team 3% accounted for by items • Trowbridge Youth Parliament Valley relief sewer to provide such as contaminated soil and for the BIG Community Grow extra capacity in the sewerage construction wastes that are garden project network and help protect difficult to reuse or recycle. • Maiden Bradley Village Hall’s homes and the local memorial garden environment from flooding risk. Waste management adviser • Monkton Park primary school’s Project manager Paul Godfrey James Peacock said: “We are Paul Bridges wildlife conservation area. said: “We’re pleased the project committed to ensuring all waste has now been given approval from across the business avoids If you’re a community group and support Wbye sOsefxw Wata taenr dMagazine 31 a trip to the landfill site and we with an environmental project in We caught up with Paul Bridges, who works in our repair and maintenance team, helping to fx construction will take place The Science Council awarded us are embracing that approach mind, see how we can help you customer leaks. within the next five years. CPD Approved Employer status throughout the business. at www.wessexwater.co.uk/ to recognise our commitment watermark “It will ensure the sewerage What’s a typical day? What’s the best part What’s the biggest to good practice in employee “Our new underground reservoir network can cope with learning and development at Summerslade Down in significant ongoing and future “As my job involves fxing about your job? project you’ve been Leaky pipes schemes. Wiltshire was constructed using development and provide leaks, it involves visiting “I enjoy working in diferent involved in? fixed for free more than 40,000 tonnes of much needed extra capacity.” customer properties and Head of analytical services locations and meeting new “I’ve recently been part of We will detect and materials recycled on site and getting wet and dirty. We fx Helen Shapland said: “We are During the coming months people. It’s rewarding visiting repair or replace, free of we are also enforcing our zero the ‘ferret team programme’ committed to supporting the we will be carrying out leaks on customer supply a customer, fxing their leak charge, a leaking service waste promise throughout our – a great new device to the important role of our scientists environmental and engineering pipes – this is the pipe and making sure they are pipe to a household day-to-day operations, including company which is helping who carry out one million tests a surveys to determine the best between our water main and property – up to the our sewage treatment process.” happy at the end of the day.” us fnd customer leaks year to protect public health and options for developing the a customer’s property. We outside wall of the the environment and ensure we Items such as wet wipes and pipeline route and construction normally fx these leaks free What inspired you to even quicker.” house – providing it is comply with stringent quality nappies that are screened out is likely to start in 2017-18. of charge, even though it is accessible and does not standards.” from sewage treatment works join the company? pass under any The project in South pipework that customers are How would you are sent to our renewable “I joined Wessex Water structure. The scientific team tests drinking Gloucestershire is one of actually responsible for.” energy company GENeco, where because the company helps describe your team water and samples waste water many schemes that we will be A lush patch of grass or they are recycled instead of to ensure it can safely be delivering during our five-year What’s challenging develop your career and in three words? an increase in your bill being sent straight to landfill. returned to rivers and the sea. £2 billion investment programe. about your role? makes you challenge yourself “Hardworking, enthusiastic (for metered customers) by setting targets to achieve, and dedicated.” despite your water “Working under pressure which I really relish. It’s great consump!on staying the to carry out repairs quickly to be part of a fantastic team We have a great team same, may indicate you For news as it and safely without and I love working in an here at Wessex Water have a leak. Call us on happens, or if Advertise with us inconveniencing people.” 0345 600 4 600 or visit outdoor environment.” and we want to introduce you want to share news our website for more Make a splash and stand out from the crowd by securing advertising in the them to you. Visit with us, follow us on next edition of the Wessex Water Magazine. informa!on on our free www.wessexwater.co.uk/ leak repair service. Twitter @wessexwater For further details call 01225 526329 or email: [email protected] careers

4 Wessex Water Magazine Wessex Water Magazine 5 Bottle vs tap – is there really any difference?

The booming bottled water industry is worth £1.7 billion in the UK alone, but Dr Stuart evidence suggests the pricey, packaged alternative is actually no healthier than Farrimond is a qualifed medical water that comes out of our taps. Are we being taken for a ride? George Keast practitioner from caught up with Dr Stuart Farrimond to discuss. Trowbridge, Wiltshire. He worked as a senior house ofcer hirty years ago if you asked a member of “There isn’t any evidence that bottled water has ever in the Royal United Hospital in Bath the British public if they had tried bottled been healthier than tap water with the view of becoming a GP, water, the chances are the answer would and there are more before sadly having to leave T have been no. Yet for some reason, many stringent tests and medicine after being diagnosed of us have become reliant on it based on the regulation applied with a brain tumour in 2008. belief that it’s better for our health and purer to tap water than Pouring money away Overflowing popularity After making a full recovery, he than tap water. bottled. Ironically, some bottled water is simply tap Clever marketing and advertising has taught health and social care at water that has been distilled and had its Wiltshire-based Dr Stuart “Stu” Farrimond believes “Some other played a large part in the recent success Wiltshire College for three years and essential minerals removed. But because that bottled water is no better for you than tap controversial of bottled water. Not only is it sold on now uses his medical and teaching completely pure water is bad for you, background to work as a writer and water and, in some cases, bottled brands can concerns the illusion that there are health benefits and tastes horrible, manufacturers science communicator. actually be potentially harmful to you. have linked from it, consumers are drawn to it by its need to re-add the minerals that plastic bottles convenience. Stu keeps himself busy by running “There is evidence that suggests potentially have been removed. Dr Stu with cancer- Guru Magazine, a science publica- points out that this is a waste “When you’re out and about on a hot harmful bacteria that can cause stomach upsets causing tion that provides both education are more likely to be of time and money and that day or taking part in sport and you need chemicals – and entertainment on science and found at higher levels manufacturers are essentially rehydration, it’s easy and ideal to buy however these health-related issues. in bottled water charging people for tap water yourself a bottle of water. But preparing are largely urban As a freelancer, he has also than would ever be in a bottle. ahead and filling a bottle with water from legends.” written for various national and allowed in tap water,” the tap will not only keep you hydrated but “It also has a huge international press titles such as said Dr Stu. you will save money too,” said Dr Stu. environmental impact, with New Scientist and the Washington the transportation of “It is also argued that bottled tastes nicer Post, as well as having a regular popular bottled brands than tap, this is however another myth in lunchtime science spot on BBC from overseas, the most cases. Blind tests have been carried Radio Wiltshire. process of making the out in the past and the majority of You can check out his website bottles and of course participants cannot taste the difference and blog at www.realdoctorstu.com the waste impact. between the two.” and follow him on Twitter @RealDoctorStu for fun and Only about 20% of It is a never-ending debate, but the UK has interesting science facts and plastic bottles are some of the strictest tap water regulations stories. “Blind tests recycled in the in the world and the health of customers is UK, the rest a top priority for water quality. Save money, have been carried unfortunately end stay healthy, choose tap. up being sent to out in the past landfill,” he added. and the majority of participants All about the taste Occasionally we hear from customers who say their tap water has a TCP taste. cannot taste These tastes are often associated with rubber or plastic materials used throughout the home, such as tap the difference washers, washing machine and dishwasher hoses or other fexible hoses. Sometimes if a washing machine is connected to the mains water feed without a check valve it can afect between the the taste of drinking water. And using new appliances, such as a kettle, can also alter the taste of water. There’s more information, advice and videos on water quality in your area on our website: two.” www.wessexwater.co.uk/waterquality

6 Wessex Water Magazine Wessex Water Magazine 7 TimeTime to explorexploree youryour rretirretirementetiretirementement opoptions?tions? Not sure? Why not comeome along to one of our regular open dadayys at our award-winningd-winning Sandford Station retirement village. Don’t open YouYou will be escorted on a guided tour by one of our residentsesidents to view the wide range of facfacilities we have to oferer,, including the Pullman restaurant, pool and gym, indoor and all-weather outdoor bowls, as well as a variety of leisure activities and social eevents. For those with care needs, 24-hour care and support is aavailable, the door as well as specialist nursing and dementia care. The issue of bogus callers and distraction burglaries is one we take very seriously, particularly when it Call 0117 949 4004 to fnd out more comes to vulnerable victims, such as the elderly. www.stmonicatrust.org.uk | [email protected]@stmonicatrust.org.uk eceiving a knock at the You can check if our employees are DeliveringDelivveringering well-beingwell-being door from a stranger can genuine by asking them to show Registeredegistered Charity 202151 make people feel uneasy, some identifcation or by calling especially if they live us on 0345 600 4 600 to confrm. alone, are elderly or just R Customer experience manager suspicious after looking out of the window at the visitor. Ryan Davies said that one of the most common tricks bogus callers Keeping your wits about you in this used was to say they were from situation is the right thing to do, as the water board. the person at your door may not be who they claim. “The term ‘water board’ no longer exists, so if someone claiming to be Bogus callers and distraction burglars a Wessex Water employee says this, are people who pose as ofcials, for it’s a sign that they are not telling example utilities workers, claiming the truth,” said Ryan. “We urge anyone they need access to your property for work purposes. “We urge anyone who is suspicious who is suspicious or in danger of a bogus caller to call We want to help you prevent this the police immediately.” or in danger of a from happening and protect yourself and your home in the event that We also operate a password system, bogus caller to someone knocks at your door where vulnerable customers can call the police pretending to be a Wessex Water create their own personal password employee. that a Wessex Water employee must quote to prove they are genuine. immediately.” It is unlikely that our employees would need to enter your home, More information on how to set up but on the rare occasion where they a password can be found on our would, it will be either because you website: www.wessexwater.co.uk/ have requested a visit or we have customerplus written to you prior to a visit to let you know.

Wessex Water Magazine 9 A towering achievement Regula!ons manager Paul Coggins tells the story behind Dorchester’s Victorian water tower or almost 100 years Dorchester’s Its red roof is made from steel sheets The total height from ground level to water supply came from a held in place with steel trusses and the ornamental finial at the top of the 34 metre (112 feet) deep well in linking roof members; the colour is roof is just over 20 metres (around F a red brick pumping sta!on at original. 66 feet). Wessex Water’s site in Wessex The roof material projects by about A new one million gallon reservoir was Road, Dorchester. 150mm (six inches) and is supported constructed in 1962, at the Wessex The water was pumped by two beam by 16 cast iron columns with linking Road site, to meet the demands of engines to a now abandoned reservoir beams measuring 100mm (four inches) the ever growing county town. on the present site, and then flowed in diameter. And in 1983 the well was abandoned by gravity to the town. The holding tank has a capacity of and new boreholes drilled in the chalk The original engine was built by 409,000 litres (90,000 gallons) and is strata at Eagle Lodge in Dorchester to Bevington, Topham and Courtauld of built from steel girders and supported supply both the reservoir and tower. London in 1866. by imposing, narrow brick built arches, As the town grew in the 1980s and Another – built by the Coalbrookdale with ornamental keystones. 1990s the water supply in Dorchester Company – was added in 1880, the Above these arches are others forming had to meet rapidly growing demands. same year in which the water tower part of the smaller brick built parapet So during 2003­2004 the exis!ng was constructed. The square central brick tower houses reservoir at Wessex Road remained in Steam to drive the engines was the cast iron spiral staircase and service while a new three megalitre produced by two Cornish­type boilers central supply pipe which form the (three million litres) reservoir was and around 1952 the beam engines access to the holding tank. constructed at Lamberts Hill to the and steam plant were replaced west of Poundbury. by electrically driven pumps. Once the water supply had The red roofed octagonal been reconfigured the tower shaped water tower is was abandoned, bringing a major landmark in to a close 124 years’ Dorchester, visible service. from every direc!on approaching the town.

10 Wessex Water Magazine Wessex Water Magazine 11 All aboard the number 2

It’s all green for Bristol Throughout the year the eyes of the world will be on Bristol as the European Green Capital – the frst UK city to win this prestigious award.

Wessex Water is supporting Bristol 2015 – a year that will be celebrating environmental ambition in Bristol and the surrounding area among other great things.

Over the years we’ve done our bit in helping to improve the city – from multi- million pound investment schemes to rid the city of polluted waterways to developing renewable energy projects.

Our Bio-Bus has played a role too in putting Bristol on the map by showcasing the benefts of using gas-powered vehicles. e’ve launched the UK’s waste is treated and 35,000 tonnes “By treating sewage and inedible food Bristol sewage treatment works. with film crews travelling to the first bus powered on gas of food waste, collected from waste we're able to produce enough On a full tank of gas it can travel UK to film it in service.” It’s sustainable – the Bio-Bus is powered generated from treating households, supermarkets and biomethane to provide a significant up to 300km – which takes the on waste produced from people living in sewage and food waste food manufacturers, is recycled. supply of gas to the national gas To find out more about our W annual waste of around five and around Bristol. unfit for human consumption. network that's capable of powering people to produce. Bio-Bus visit the Wessex Water Through a process known as almost 8,500 homes, as well as channel on YouTube and search Better for the environment – the bus The 40-seater Bio-Bus produces fewer anaerobic digestion, 17 million cubic fuelling the Bio-Bus,” said Mohammed Mohammed added: “It is great “Bio-Bus”. emits up to 30% less CO than a diesel bus emissions than traditional diesel metres of biomethane a year are Saddiq, managing director at GENeco. to see the bus go into regular 2 We’d love to hear what you think. and produces 97% fewer harmful emissions engines and is providing a service in generated during the sewage and service in the city and I am sure Tweet us your thoughts using than diesel engines. Bristol operated by FirstGroup – food waste treatment process at our “Gas powered vehicles have an with its eye catching design it #BioBus ironically on the number two route – Bristol plant, run by our renewable important role to play in improving air will turn heads, as well as open up You could do your bit to make the city from Cribbs Causeway through the energy company GENeco. quality in the UK. Using biomethane discussion about how gas-fuelled • Our gas to grid plant won a top greener by taking part in the “Do 15 in 15” city centre to Stockwood. in this way not only provides a buses could become the future for prize at this year’s Guardian Waste not, want not campaign – which hopes to attract 10,000 sustainable fuel, but also reduces our more environmentally friendly Sustainable Business Awards. Gas for the bus is produced at pledges by the end of the year. Visit As well as providing fuel for the reliance on traditional fossil fuels.” public transport. Judges recognised the cutting- our sewage treatment works at www.bristol2015.co.uk Bio-Bus, the gas is also injected into edge technology used to inject Avonmouth in Bristol where around The Bio-Bus is regularly filled using a “There has already been the national gas grid network gas into the network. 75 million cubic metres of sewage to power homes. specialist gas refuelling plant at worldwide interest in the bus Wessex Water Magazine 13 An exclusive offer for Wessex Water customers ✓ Putting things right City Lights Despite our best efforts, sometimes we get things wrong. How successful are we at dealing with the complaints we receive? Jan Rance finds out more.

& Sandy Beaches e supply water to 1.3 million customers and sewerage services to W 2.7 million and no matter how hard we try, we do sometimes receive complaints about our service.

But we actually have one of the lowest levels of complaints in the water industry and year after year the number of complaints we receive has continued to fall.

In 2013-14 we received 2,175 complaints – which was around 16% less than the year before and represents only 22.5 complaints for every 10,000 homes or businesses connected to our water and And if you remain dissatisfed, you When it comes to billing and sewerage systems. may be eligible to take your concerns charging complaints, 91.5% to the Water Redress Scheme, WATRS, are resolved at the frst stage, Looking in more detail, of these a new dispute resolution scheme set of water supply complaints complaints 1,143 were about billing up by the water industry and its 91.7%, of sewerage service and charging matters, 324 about regulator. complaints, 90.5%, of metering water supply, 421 about sewerage complaints 87.1% and of other service, 31 about metering and It’s designed to provide customers services complaints 94.1%. 256 about other services. with an independent, impartial and easy to use alternative to going to And fnally, if a complaint is justifed We have a simple complaints court or a tribunal. and it is appropriate, we will consider fnancial compensation under our Discover Malaysia with For more informa!on and to book call your local Trailfinders: procedure, approved by our We believe it is important to resolve Wessex Water Promise – our Trailfinders from £1499 Trailfinders Bournemouth 01202 411 600 regulator, Ofwat, which works in 10 night holiday staying at Trailfinders Bristol 0117 929 9000 stages with time limits within which complaints quickly and at the very guarantee of good service. The Majes!c Hotel Kuala Trailfinders Exeter 01392 458 200 we must respond. frst stage. Lumpur & Pangkor Laut Resort quo!ng Wessex Water. We have one of the highest levels of Price is per person, based on two sharing, subject to availability. If customers are not happy with the This exclusive Wessex Water package consists of: action we take to put things right, frst stage complaint resolution in the • Direct return Bri!sh Airways flights to Kuala Lumpur Valid for selected departures 1 Jun 2015 – 20 Mar 2016. they can ask for their complaint to be water industry with more than 90% • 3 nights for the price of 2 at The Majes!c Hotel Kuala Peak season supplements apply. referred to the customer watchdog, of complaints resolved at that point. Lumpur with breakfast, transfers and a complimentary Book by 31 Oct 2015. upgrade the Consumer Council for Water. • 7 nights at Pangkor Laut Resort with breakfast, transfers, a complimentary upgrade and 30% discount • Save over £800 per couple!

22 Wessex Water Magazine Wessex Water Magazine 15 Take a fresh look: www.wessexwater.co.uk

We’re pleased to introduce to you our new look website. Here are some of the new Ask a question and updated features it offers to customers. Save more ...find the right answers with our FAQ agent ...cut your Get in touch water use and your bill with ...all our contact details our handy !ps in one place

Give feedback

...tell us what you think Chat online about our service

...discuss a query with our online adviser Quick help

Moving home? Emergency? Some of the key tasks are Go paperless on our homepage

...sign up to eBilling to manage your account and pay online Live incidents

...latest work we’re carrying out across the region

What’s next? Mobile and tablet friendly Improved online services and new look online forms ...browse our website at Meet our people Know your water quality Be social are coming soon home or on the move Discover more about the ...use our postcode checker to learn ...stay up to date on Twi$er, staff behind the scenes more about your tap water Facebook, YouTube

16 Wessex Water Magazine Wessex Water Magazine 17 Burnham coastal Thank you improvements Salisbury Beaches along the 560km of coastline we serve are of exceptional quality and Our campaign aimed at reducing sewer blockages in Salisbury and increasing among the best in Europe. Ian Drury reports on bathing water quality improvements awareness of non­flushable items has been hailed a success in the city. planned for Somerset. George Keast looks back at how it went.

ur ‘Be Smart, love your loo’ Petersfinger sewage treatment campaign was launched to works to drive home the message. address the sewer Visits were made to Salisbury Oblockage problem in Salisbury, hospital, libraries and schools. where there are more blockages than anywhere else in the region Independent customer research due to people flushing items was carried out before and a%er e carefully manage wastewater “As a company we have a longer term vision to like wet wipes, par!cularly the campaign to monitor awareness and stormwater discharges remove rainwater from our sewers within this so­called ‘flushable wipes’. among local people when it came from our coastal sewerage area, but we recognise that this needs the to blockages. network and sewage treatment cooperation of a wide range of people from Results from the campaign, held It revealed that those customers works to help protect bathing local councils to businesses and individual during October and November last W who recalled the campaign were water quality and ensure high standards are householders.” year, showed that the use of wet wipes in the city fell by almost 10%. more likely to believe that sewer maintained. blockages were caused by flushing Wessex Water and the Environment Agency Billboards and press adverts were wipes and that their own property However, there a wide range of factors that have carried out intensive investigations since produced and appeared around was at risk. affect the cleanliness of beaches and bathing 2010 to understand the reasons why the water the city. We also worked closely waters, including agricultural and urban run-off. quality does not achieve new tighter European with Spire FM and its ‘Cash for And while there is s!ll more standards at the beach. Christmas’ compe!!on, which not number crunching to do, the early To further improve bathing water quality along only gave people the chance to win signs are posi!ve with December the Somerset coastline, we are investing around Jim Flory, environment manager at the cash in the run­up to Christmas, 2014 showing the lowest number of blockages ever recorded since £39m on sewerage improvements. Environment Agency (EA), said: “The EA has but also to win an iPad Air, if they records began nearly 10 years ago. been working to identify and address possible pledged to love their loo and put Measures include increasing storage in the sources of pollution that could affect bathing wipes in the bin. Ma$ said: “Last year we had 13,000 sewerage network to reduce the frequency water quality. “Around 1,200 customers made blockages, many of which were of discharges from combined sewer overflows, the pledge to only flush the three caused by wet wipes that were providing ultraviolet disinfection at more “This is a very large catchment with many Ps – paper, poo and pee,” said Ma$ branded ‘flushable’, cos!ng £5m to sewage treatment works and a large overflow. complex and contributing factors such as Wheeldon, general manager of remove. And working with public authorities, businesses agricultural and road runoff, illegally connected waste strategy. “On the back of the successful and communities to reduce the amount of drains, dog fouling and seagulls, as well as the “Our high profile campaign was campaign we are hoping for a rainwater entering the sewerage network and contributions from sewage treatment works significant decrease in blockages reducing its capacity. and overflows.” targeted towards different types of wet wipe users, for example in the Salisbury area this year.” young parents who use baby wipes Pictured above: Top and middle: George Ruth Barden, head of environment and The work, which will be completed by 2018, Although the Salisbury campaign Keast and educa"on adviser Duncan or teenagers using facial wipes.” catchment strategy, said: “We have an will help to improve the bathing water quality has come to an end, customers Forbes with customers pledging to love can s!ll make the pledge at ambitious plan to deliver these projects within at Burnham Jetty. Our educa!on advisers spoke to their loo. Bo#om: Educa"on adviser Gillian www.loveyourloo.co.uk a tight timescale which will help to improve community and baby and toddler Smith doing the “shake test” with a young bathing water quality at Burnham Jetty. groups and we even opened skeleton at Halloween.

18 Wessex Water Magazine Wessex Water Magazine 19 Caught in the moment Visit one of our sites Anyone who wants to give fishing a go We encourage everyone to give fishing a needs to have an Environment Agency go. Free tui!on is offered to beginners rod licence which can be purchased from As the new fishing season gets under who can use equipment at the reservoir, your local post office or online. which means you can have a go without To find out more about our reservoirs way Lauren East visited Su#on Bingham having to spend money on your own kit. visit www.wessexwater.co.uk or be$er reservoir to find out why fishing is s!ll At Hawkridge, near Bridgwater, and s!ll get in touch with our online fishing Clatworthy, near Taunton, there’s fly community where you can find !ps and one of the most popular ac!vi!es fishing on offer. Durleigh reservoir, also see some pictures of latest catches at in the UK. near Bridgwater, is the only Wessex facebook.com/cas!ngoff Water site dedicated to day !cket coarse fishing and is renowned as an excellent carp water.

ith the days becoming Relaxing surroundings – near rippled water. He added: “Fish longer and the weather perfect for fishing have sensi!ve eyes and will swim more welcoming, it was Su$on Bingham is a fly fishing site towards rippled water as it helps We asked anglers from our fisheries Facebook the perfect excuse to where an ar!ficial ‘fly’ resembling a protect their eyes from the sunlight page to share their first !me fishing advice: visit our reservoir at natural invertebrate is used to lure as they near the top of the water. WSu$on Bingham, near Yeovil, to try and catch fish. fishing for the first !me. “Once you get a bite, take your !me reeling in and most importantly stay I was welcomed by Ivan Tinsley, our relaxed and enjoy yourself!” dedicated ranger, on hand to teach me the essen!als of fly fishing and A few moments later I got a bite and answer any ques!ons I had. reeled in my first fish – a rainbow trout weighing 2lbs 6oz. I wasn’t Ivan has worked as a ranger at Su$on done yet as, following further Bingham for more than 27 years and advice from Ivan, I caught a second said the highlight of his job is mee!ng rainbow trout weighing 2lb’s 4oz. new people. My day at Su$on Bingham was He said: “I’ve been fishing since I was thoroughly enjoyable and very Facebook – www.facebook.com/cas!ngoff or 14 years old and I enjoy teaching relaxing. The day started with cas!ng prac!ce search for Wessex Water fisheries others and passing on my knowledge where I learnt to accurately direct the “There’s a range of other ac!vi!es of the site and sharing my fishing !ps. fly rod using a special weighted line. Catch up with the latest informa!on from our available at our reservoirs aside from fisheries including news, fishing reports and “You might not always catch a fish At the reservoir’s edge I put my fishing,” Ivan said. “We have recently compe!!ons. You can post top catches, photos, first !me but there are many reasons cas!ng lessons into prac!ce as added new on­site signs along the !ps and any feedback from your experience. for that including the weather or the I aimed to catch some quality rainbow banks of the reservoir at Su$on fish might not be feeding. It’s my job and brown trout. Bingham so visitors can learn about to help anglers of all abili!es.” the wildlife and bird species as they Opposite page: Ivan coaches Lauren on her first a$empt at Ivan suggested looking out for fish walk around.” fishing. Le%: Lauren with her catch and her evening supper.

20 Wessex Water Magazine Wessex Water Magazine 21 Come and Visit our nature reserve see us... We’ll be out and about around our region this year and we’d love to meet you.

On Saturday 11 July we will be at the Yeovilton Air Day in Somerset. The event, at the Royal Naval Air Sta!on, is one of the South west’s largest, and offers an ac!on­packed day out for all the family with If you are looking for a trip out to explore birds and other wildlife in natural thrilling flying displays and plenty to see and do on the ground. surroundings, there’s no be#er place to visit than Bleadon Levels nature reserve. Common snipe Look out for our stand where we will be invi!ng people to take the challenge as part of our Be Smart save water campaign. Set in more than 27 Wildfowl are a feature There will be fun ac!vi!es for children, an opportunity to find out hectares of land providing and you can see a more about how to save water around your home and garden, and a range of mainly wetland range of ducks on the of course some freebies and a compe!!on to enter. habitats for wildlife, the nature reserve from nature reserve was the two bird hides On Saturday 18 and Sunday 19 July you will find us at the Bristol established during the situated at the north Widgeon Harbour Fes!val. There is always lots going on at the free event – late 1990s when major side of the lagoon and from music and street performers to mari!me events. Working boats, tall changes were made to the the south side which ships and the occasional pirate will be pulling in crowds to the harbourside land on the Bleadon Levels has wheelchair access. area of the city and there’s plenty on offer at Queen Square and College during construc!on of Waders feed on the Green too. Weston­super­Mare marsh and skylarks sewage treatment works. breed there. We’ll be there to show you how you can do your bit to protect the environment as part of our Be Smart love your loo It has nearly 19 hectares The nature reserve Otter campaign and explain how, over the years, we’ve of saltmarsh and !dal car park is open improved the River Avon. creek habitat as well as a Monday to Friday further eight hectares of (8am to 3.30pm), Marilyn Smith, group head of public and community grassland, reedbed and but the site can be rela!ons, said: “We’ve invested hundreds of millions of open freshwater lagoons. accessed any !me by pounds on sewerage work to improve water quality in walking along the sea The saltmarsh is called a the River Avon, which was once heavily polluted. wall footpath from Gadwall ‘managed retreat’ – the Uphill area of “The river is now a central part of the city allowing it farmland given back to Weston­super­Mare. to host events such as the Bristol Harbour Fes!val. natural coastal processes. Come and find out how we’ve transformed this area A%er building a new sea Find it at: Weston­ of Bristol by digging deep and laying a network of defence wall, the old one super­Mare sewage tunnels to divert sewage away from the city so it was breached, le'ng in treatment works, can be safely treated.” salt water at high !des and Accommoda!on Road, allowing specialist salt­ Weston­super­Mare Teal At the Bristol Harbour fes!val we will be offering loving plants to establish. BS24 0AP. To find out an ac!vity for children to take part in and a The marsh is an important part of flood defence, more about our other recrea!onal sites visit fantas!c compe!!on to enter. reducing the power of incoming high !des www.wessexwater.co.uk/recrea!on during storms. • In April more than 240 people visited the For those of you who like to get closer to nature, The footpath around the nature reserve allows nature reserve to take part in an Easter egg we will be suppor!ng both the Fes!val of Nature you to take a closer look at the variety of hunt. There were ac!vi!es for children, in Bristol on 13­14 June and the Fes!val of Nature habitats and wildlife found there, including which included building bird boxes. Water vole in Bath on 27­28 June. water voles and the elusive o$er.

22 Wessex Water Magazine Wessex Water Magazine 23 Claim FREE goodies for your home To order your FREE water saving devices simply visit www.wessexwatershop.co.uk/freepack or call 0345 371 0 727*

ShowerSave Toothy Timer ✔ ShowerSave reduces water and ✔ Brush teeth for 2 minutes and energy used for showering – turn of the tap Not suitable for electric show- ers Save a fush Four minute device shower timer You can do your bit in the home ✔ A clever bag for your toilet that ✔ Try to take a quicker shower saves water with every fush with our four minute shower and garden to save water Not suitable for dual fush toilets timer every day – just follow these Free and discounted water saving devices are only available to 10 easy steps: Wessex Water supply customers. Alternatively, you can order by ticking the items you want and sending this form with your details to: • turn the tap off when brushing your teeth – save up to Save Water Save Money, C/O Data Capture Solutions Ltd, 345 Edinburgh 9 litres a minute Avenue, Slough, Berkshire, SL1 4TU • take a short shower instead of a bath – save 35 litres • flush your toilet once less a day – save 8 litres Please fill in your name and address • collect water as it runs to hot and use it for plant watering Name: – save 9 litres • only use your dishwasher or washing machine with full loads Full address: – save more than 30 litres • fix dripping taps and leaking toilets – could save more than 400 litres a year • use a watering can in the garden – a sprinkler can use as much *The Save Water Save Money customer service team is available 9am to 5pm Monday to Friday. water in an hour as a family uses in a week – save 40 litres Calls to 0345 numbers usually cost the same as standard UK landline numbers. Please check with • buy a water bu# so you can use rainwater on your garden and your telephone service provider. Wessex Water Magazine 9 water it at night when it is cooler – save 5 litres • wash your car using a bucket of water instead of a hose – save 40 litres Water water everywhere… not any more • fit our free water saving devices to save water and energy. Changes in rainfall and melting snow and ice We’ve halved leakage since Visit www.wessexwatershop.co.uk to order your free items. are altering water systems in many parts of 1995 and are now saving the world. millions of litres of water For more informa!on visit every day. www.wessexwater.co.uk/savingwater or Even in historically wet Britain there are areas call 0345 600 4 600 which are experiencing drought conditions on And it really helps when our (Monday to Friday, 8am to 6pm) a regular basis. customers get involved in In our region there are increasing population saving water too, because: pressures and a changeable and unpredictable • it helps us maintain our water supply climate. • means more water is left in the Spot a leak? So our challenge is to ensure we have enough environment Call our leakstoppers line water to meet everyone’s needs at all times. • reduces the carbon footprint of treating and transporting water and dirty water 0345 850 5959 (24 hours) We’ve invested millions of pounds to reduce and of heating water in the home leakage in our water supply network. 24 Wessex Water Magazine • and iWt’se tshsex r iWghate trh Minagg taoz dinoe. 25 THE GRID COMMUNITY AWARDS Giving back to the environment We’re delighted to let you know about a new environmental awards scheme that we’ve launched.

ur new grid community awards Somerset can apply for the awards scheme scheme will help areas affected by if they fall within the area covered by the the water supply grid programme water supply grid scheme, which aims to Owith funding for environmental projects. provide security of water supply for It will provide cash boosts to groups customers across our region. seeking to improve the environment and This may include along the pipeline route, wildlife in areas that run along our water which will transfer water from areas of supply grid. surplus in the south of our region, in Dorset, Similar to our long-running Wessex to areas of deficit such as Salisbury in Watermark award, we are working with the Wiltshire, via Blandford and Shaftesbury. Conservation Foundation, whose panel of Or the various new sites for storage tanks experts judge all applications for funding. and other grid infrastructure throughout the three counties. Community organisations, charities, schools and local groups can apply for up Marilyn Smith, group head of public and to £2,000 for projects including pond community relations, said: "This is a great restoration, tree planting, conservation opportunity for community initiatives to be areas or nature reserves. given the boost they need to get important environmental projects underway or “Not only are the grid community awards a complete existing ones. way that we can give back to customers and the environment following our "We are looking forward to seeing what construction activities, it’s also an interesting projects are submitted for opportunity for customers to learn more funding and are hopeful that it will build about the water supply grid and the on the success of the Wessex Watermark benefits it will bring to their community,” awards scheme." said grid programme manager, Drummond You can find out more about where the Modley. grid pipeline and sites are located and how Groups, organisations and community to apply for the grid community awards initiatives throughout Dorset, Wiltshire and by visiting www.wessexwater.co.uk/grid How are we getting on with the grid? There’s still five years to go before we finish our water supply grid, but here’s a quick update on what we’ve completed so far:

60% of work 12 new pumping stations built 140km of new has been completed and a further 12 refurbished pipeline laid

5 new reservoirs built Customers will have security and 2 under construction ✔ of water supply

Wessex Water Magazine 27 Af ord bi able lls fo r all Help is available if you’re struggling to pay your bill. Meet the team he average water and sewerage bill will be Here are the various schemes available: falling between now and 2020, but we realise that for some people paying their Spread the cost of your bill: if you have short-term Charley Maher T bill can still be a problem. problems paying your water bill you can agree to pay less We met Charley Maher, managing director of Bristol Wessex Billing Services (BWBSL), our joint Our tailored assistance programme ‘tap’ has a for an agreed period of time and catch up later. venture with Bristol Water that does everything from processing bills to helping customers who range of low rate tarifs and debt repayment need extra support. schemes that ofer help to customers to suit their Pay direct from your benefts: if you are receiving individual needs. benefts, you can pay your bills and any arrears directly from them. What’s involved in a normal What’s challenging about What inspired you to join Currently we have helped more than 18,000 day for you? your job? the company? people through tap and over 90% of people who came to us looking to clear their debt are now Lower your metered water bill: if you have a water meter “One of the most important areas of “Simplifying our processes, yet getting “I was excited about working for a back on track with their water bills. and require large amounts of water for reasons beyond your my role is ensuring each part of the the balance right between making company that truly cares about its control, WaterSure Plus can put a limit on what you have to pay. customer journey that we look after is things efcient while keeping the customers, it sounds corny but it’s Head of customer relations Sue Lindsay said: joined up, so liaising and supporting customer at the heart of everything true. It’s fantastic working for a “We want people to know that there is help and *Lower water bills: if you are in extreme fnancial difculty the various teams across the business we do.” company that continuously strives to support available and that we have tailored and simply cannot aford your water bill, we can put you on a to serve our customers well is a key improve what it delivers.” solutions to meet their personal circumstances. low rate tarif. part of my role. No two days are the same and that’s what makes it so “In the last 12 months we have had a 25% increase How have we improved the *Repay debt and get back on track: if you have exciting.” in the number of people receiving help – but we customer experience? know there are still more people we are yet to signifcant water debt, but can aford your ongoing bills, we “We have a unique call centre where reach.” can help you gradually reduce your debt if you continue to pay What makes your job customers are greeted by a local warm as normal. interesting? voice from staf who are multi-skilled We work closely with organisations such as “Customer behaviour is ever changing with an aim to help customers at the Citizens Advice Bureaux, StepChange, housing * You will need to seek independent debt advice to be eligible and we need to react to that. At the frst point of contact. We introduced associations and charities in providing advice and for this tarif. Debt advice agencies can help you boost your moment we are looking at new ways eBilling and live chat for customers, signing those in need up to our afordability income, manage your money and deal with your debts. to support our customers in the way which is growing in demand and we schemes. they communicate with us – it’s all are currently looking at an ‘auto call about providing customers with back’ option to provide even more “We want people to know that You can fnd out more information by visiting our choice and making it simple and easy customer choice.” website: www.wessexwater.co.uk/tap for them to get in touch. Working with there is help and support our team to look at ways to evolve the How would you describe available and that we have service we provide is interesting and Top right: Charley Maher. Above: customer your team in three words? rewarding.” services team at BWBSL tailored solutions to meet their “Positive, proactive and caring.” personal circumstances...”

28 Wessex Water Magazine Wessex Water Magazine 29 Live chat makes a connection

Our free Live Chat service is proving popular among customers getting in touch with us online, with 95% leaving positive feedback. “More than 1,000 customers have resolved their billing or operational issue using the interactive real-time tool," said our digital communications manager Clive Tugwell. "It's another way for those who have difculty using the telephone or prefer discussing issues online to get in touch.” To speak with a member of our customer services team via Live Chat, open the ‘Ask a question’ tool on our website then click the orange button in the bottom-right corner. The service is available Monday to Friday, 8am to 6pm. "Easy and quick to use. I will "Excellent experience, very useful definitely use this method again" and brilliant staff"

We’ve changed our contact number www.wessexwater.co.uk If you have a question about your bill including: Leaflet lines: Charges explained 0345 606 6 271 • payment arrangements 0345 600 3 600 Meter option 0345 601 5 983 • moving house (Monday to Friday, 8am to 6pm) Surface water drainage 0345 601 5 982 • problems paying • surface water drainage [email protected] Information line: • Customer Care Plus. (Please quote your customer number and Listen to our rateable value talking leaflet 0345 606 6 269 telephone number) Other services: Wessex Water, 1 Clevedon Walk, Nailsea, Bristol BS48 1WA Estimated meter bill? Leave your actual reading 0345 850 0 018 If you have a question about your water supply To pay by credit or debit card 0345 600 1 019 or sewerage including: (an automated speech recognition line) • loss of supply or low pressure 0345 600 4 600 All leaflet and other services lines are automated, • a water quality problem unmanned and available 24 hours a day. • a leak (Monday to Friday, 8am to 6pm, • sewer flooding emergencies only at other times) If your water is supplied by Bristol Water, please call • a blocked sewer. 0345 702 3797 (Monday to Friday, 8am to 6pm) if you have a question about your water supply. We welcome calls via the Text Relay service. If your water is supplied by Bournemouth Water please Calls to 0345 numbers usually cost the same as standard UK landline numbers. call 01202 590059. Please check with your telephone service provider. To protect our customers and staff calls may be recorded. eBilling now available Follow us on Wessex Water supplies water and sewerage services to an area of the south west of England, Sign up now by visiting 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 www.wessexwater.co.uk the city of Bristol and surrounding areas including some parts of Somerset. Bournemouth Water supplies water to Bournemouth and to just south of Salisbury.

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