News from Bournemouth Water Summer 2020

Thank you for helping us to keep services continuing despite the pandemic Page 2

Save 5 litres A New Deal All the right words Play your part, What it means Win a £100 be water smart for you shopping voucher Page 3 Page 4-5 Page 7 Waterlevel Summer 2020 Could you save Susan A big year for Davy Pennon Group 5 litres? Chief Executive It’s been a big year for Bournemouth Welcomes you to the Summer Water’s parent company, Pennon Group. In July, the FTSE 100-listed Group, which is based in Exeter, completed the sale 2020 edition of Waterlevel. of Viridor – one of the UK’s biggest recycling companies – and announced it would be focused solely on excellence in water and wastewater going forward. Welcome to the first edition of Waterlevel for our new 2020-25 business plan. As well as updates on our plans and progress, plus tips to help you To coincide with the changes, Pennon’s Chairman and CEO Sir John Parker and save water and money, this issue summarises our New Deal plan, which Chris Loughlin decided they would stand down, with Gill Rider and Susan Davy includes a unique scheme called WaterShare+. (previously Chief Financial Officer) taking their places. Come rain or shine, saving tap water makes sense. As part of WaterShare+, we’ll soon be sharing £20 million of cost The changes meant Pennon became the second ever FTSE 100 company to Small changes in water use, avoiding waste, can Whilst we’re working around the clock, 365 days savings achieved during our regulated 2015-20 plan. One million eligible have a Chairwoman and a female Chief Executive simultaneously, with Susan as make a big difference – it’s a win-win for our It takes over three litres of water to a year, to reduce leakage and fix pipes as quickly customers will be contacted with details about the rebate. the seventh FTSE 100 female Chief Executive. customers and the environment. Being water get hot water to our kitchen tap or the as possible, it’s important to note that leaks do, smart means you can save money off your water shower. I collect this in jugs and empty and will, happen. As well as sharing financial benefits if we beat tough targets, the scheme In other news for Pennon, the Group once again secured the Fair Tax Mark – the bill, protect the environment and make sure there’s milk bottles to put in water butts, for enables you to have more control in what we do and how we do it. independent certification which recognises those organisations which pay the enough to go around. plants, kettle, rinsing food, boiling To minimise disruption and keep taps flowing for right amount of tax, in the right way. customers, we have recently invested about £3 That’s not something you hear other utilities doing very often, if ever. veg, eggs, pasta, rice, washing wellies, If every one of our customers saved 5 litres of garden equipment and the birdbath million to help us keep customers in water if there’s We’re proud to have pioneered this approach in the water industry. tap water a day, that would be a saving of nearly – Lesley Coxon a burst or we’re making a repair. This includes a new It’s the right and responsible thing to do. 10 million litres. fleet of tankers and 18 new technicians, meaning For more inspiration see we can act more rapidly and plan repairs without Here are some of our top tips from customers bournemouthwater.co.uk/how-to-save-water/ needing to affect supplies to customers. on how they’re going to save 5 litres a day: Meanwhile, we’re on a mission to achieve a further 15% minimum reduction in leakage by 2025. This is When waiting for the water to run a challenging target and we’ll be investing over £50 hot, I save it in a bowl, take it into the million across Bournemouth Water and South West garden and fill watering cans Water to help us achieve it. Recruiting more people, Why do leaks – Keeping Ann Masters investing in technology and working with our supply chain partnerships are key to our leakage happen? reduction strategy. New Milton I collect the water from the shower and Leaks can occur at any time, and there are a tap whilst it is heating up, and use it to Despite the challenges of the Coronavirus going few reasons why. We have over 1,700 miles water my plants – Charlie Barrett pandemic, since April we’ve detected and repaired peregrines over 2,300 leaks, and the average repair time has of pipework laid underground, and ground been nearly 60% quicker than in the previous year. movement can put a strain on our pipework. during I am going to wait until I have a This is an amazing achievement and recognises The colder months in winter can cause our Did you know that New Milton Water bigger load for my washing machine. all the hard work and efforts our key workers and metal pipework to shrink, which in turn I will also be more mindful in the delivery partners have put in under extremely causes leaks. Severe weather such as freezing Tower is home to a pair of breeding shower, in order to use less water challenging circumstances. temperatures, followed by thaws, cause Covid-19 – Linda Hellyer freezing of water in our pipes and ground peregrine falcons? In the last two years, we’ve doubled the number of leak detection staff and significantly increased our movement, which results in increased leakage Keith Betton, Chairman of the Hampshire Ornithological Society and Official on our network. Using a water butt for my plants and number of Customer Leakage Technicians. The Coronavirus crisis has Bird Recorder for Hampshire, first noticed a pair of peregrines on the tower in using a garden trug underneath my Equally, prolonged dry weather can cause September 2016. Keith and Joanna Hayward from New Milton Town Council plant pots to catch the excess water the earth to shrink. Extreme demands on our tested and affected us all. contacted us to see what could be done to assist the protected birds and to reuse on them – Chloe Mitchell system can also put a strain on our pipes. Thankfully we’ve managed to keep our essential services going due encourage them to nest on the 30-metre high octagonal tower. We worked to the fantastic efforts of our frontline key workers, some of whom are together to work out the best place to install a nesting box on the tower to pictured on the front cover, as well as those who have adjusted to home encourage the peregrines to breed. working. A big shout out to you too, for respecting social distancing and The water tower is still operational, so we decided to place a box in the turret to recognising the value of what we do as we’ve gone about our work. encourage the birds to nest in an undisturbed part of the tower. The nesting box It’s greatly appreciated. was installed in February 2017, and a webcam was placed on the tower so the Spot it, report it Hear it here first! birds could be observed as their breeding season progressed. We know it’s been, and remains, a particularly tough time for many of our If you see a leak that needs urgent repair, Did you know that we can send you a text message to alert customers. We reached out with support and more than 20,000 of you Within a few weeks, the peregrines had decided that this was the perfect ready- please call our freephone 24-hour leakline on you to any issues that might affect your water supply? registered for extra help and informed us of your circumstances. If you’re made nest. They nested and reared three chicks, followed by three again in 2018, 0800 587 8979 or report it on our website. If you would like to receive text alerts to your mobile during an emergency struggling to pay a bill, please do let us know. Support is available and two in 2019 and four in 2020. we’re happy to help in any way we can. We aim to repair all visible leaks within three days. Some repairs may take or a voice message to your landline, call us on 01202 590059. It is a terrific success story and it’s great to have them in New Milton. longer where they might cause disruption to the service or traffic. You’ll just need your customer number, which you can find on your bill. To register for assistance, please visit: We would like to thank Keith Betton from Hampshire Ornithological Society, southwestwater.co.uk/coronavirus/priority-services-bw/ Joanna Hayward from New Milton Council and a special thank you to all volunteers that help every year. 2 3 Waterlevel Summer 2020

• Address water poverty • Provide outstanding We also by making bills more customer service affordable for all • Deliver our promises, • Deliver environmental supporting the regional pledge to: leadership economy and our communities

A key feature of our New Deal is

Our unique scheme, which shares our success with you and gives you a greater say in our business, has two main parts: 1. Sharing our success 2. A greater say How we will do it One million and • WaterShare+ panel meetings in public every It’s not just about what we’re doing, but also Bournemouth Water customers will each three months how we’re doing it. receive a £20 rebate from a pot of £20 million Our Business Plan for of cost savings achieved by South West Water - Independent Chair and panel • We will operate in your best interests in our last business plan, from 2015-2020. Our - Hear about plans and progress • We will ensure strong financial control, sound 2020-25 and what it Highlights include: efficiency means you benefit. administration, good governance and take a - Ask the panel and SWW directors questions Each eligible customer will receive a £20 rebate, responsible approach to corporation tax and you will be able to choose how to receive it • Customer Annual General Meeting • We will maintain transparent and clear means for you • A unique scheme which money in the short term either as: (from 2021) policies for dividends and executive pay shares our success with and helping secure water • A credit on your bill*, or which are grounded in the delivery of our you and gives you more say supplies in the future “The New Deal is about doing commitments to you. Over the next five years, customers • Shares in our parent company, Exeter-based in our business the right thing. It ensures that References to the customer share offer (the “Offer”) in Pennon can look forward to lower bills, further • Expansion of flagship Pennon Group Plc. customers remain at the heart of Group Plc (“Pennon”) on this page are an advertisement and not • Extra steps to ensure our catchment management our service and success, building a prospectus for the purposes of the EU Prospectus Regulation. investment and more of a say in how The shares choice will require an online The references to the Offer, which have been prepared by and services are affordable and schemes to improve raw application and will be held in a Nominee trust through transparency.” are the sole responsibility of Pennon, have been approved solely Bournemouth Water is run under our accessible for all water quality and natural Service on behalf of the participating for the purposes of section 21 of the FSMA by Barclays Bank Susan Davy, South West Water PLC (“Barclays”). Barclays, whose registered address is at 1 water storage, and provide customers. The nominee service will be Churchill Place, London E14 5HP, is authorised by the Prudential innovative new business plan for • New smarter ways of and Bournemouth Water protection from flooding administered by Link Market Services Trustees Regulation Authority and regulated by the Financial Conduct working, using new Limited, part of Link Group and Regulated by Authority and the Prudential Regulation Authority. Barclays is 2020-25. and drought acting exclusively for Pennon and for no-one else in relation to technologies to help us the Financial Conduct Authority. Further details will be provided when we write to you. Why are we doing this? or in connection with the Offer and will not be responsible to Our five-year ‘New Deal’ sees the deliver more for less • Reducing the time water anyone other than Pennon for the protections offered to clients supplies are interrupted The value of shares can go down as well as We have done this because you, our customers, of Barclays and is not providing, and will not provide, advice in average water bill falling by 9% in real • Reducing the amount of told us that you want more of a say in the relation to the Offer or any related matter. to your homes up and you may not get back the original through leaks business and that investors shouldn’t be the Customers should not elect to acquire Pennon shares in the terms, with the average bill in 2025 water lost investment. Offer except on the basis of the information contained in and bursts by at least 15% • Reducing the number of only ones who benefit when the business the prospectus in its final form to be published by Pennon in Eligible customers will receive an email or performs well. We pioneered WaterShare, being lower than it was in 2010. discolouration, taste and due course. Copies of the prospectus will, following publication, • Working together to letter with details about the rebate and how to an earlier success-sharing scheme, in 2014. be available on Pennon’s website. smell contacts register your choice during September. WaterShare+ is a new, improved version. This advertisement does not constitute an offer or Shaped by our biggest ever consultation reduce how much water we recommendation concerning the Pennon shares. * Some customers who pay by direct debit will have the use in our homes – saving We believe it’s only right that, if we outperform The Nominee Service is provided by Link Group which is with customers, the plan was fast- option to have £20 refunded to their bank account. our regulated business plan, you should share a trading name of Link Market Services Trustees Limited in any financial benefits. which is authorised and regulated by the Financial Conduct tracked for approval by , the water Authority. Registered office: The Registry, 34 Beckenham Road, industry Regulator. If we outperform, our Visit southwestwater.co.uk/newdeal WaterShare+ reflects a new kind of water Beckenham, Kent BR3 4TU. Registered in England and Wales company, closer to the customers and No. 2729260. customers benefit. For further information, including the legal and regulatory status communities we serve. of this company, visit www.linkassetservices.com/legal-and-regulatory-status

When Pennon Group Plc acquired Bournemouth Water in 2015, Bournemouth Water became part of South West Water Ltd. Under one business plan, WaterShare+ covers both South West Water and Bournemouth Water customers. One plan, one scheme For more information, see bournemouthwater.co.uk/watershareplus 4 5 Waterlevel Summer 2020

Sign up for Working with nature MyAccount and agriculture Major With MyAccount you can: All the • View your bills and pay upgrade them securely Since 2015, we’ve been • Sign up for paperless billing right words • Keep your account details working in partnership complete up to date • Manage your payment plans with Catchment W S T I F E N E B H A T S T H E E • Send a meter reading or Last year we N E W S U F F I C I E N T N H K D Sensitive Farming to apply for a water meter Complete the G N I K N I R D E N A Y O A L A E completed a major Sign up at improve water quality in N G N I H T A B V Q T I V A S T F myaccount.bournemouthwater.co.uk the River Stour. scheme to improve wordsearch to win! I T V A K E A I U I T E G N R S A V R E D A S R A N U Y N B E E A S We use water from the Stour to supply our customers with drinking water the resilience of our water supply to nearly First prize is a £100 High Street shopping voucher, O E S A Y O L U L O I I A I D T N after purification at Alderney Water Treatment Works. The river runs through 18,000 properties in the Westcliff area of with two runner-up prizes of a £50 voucher each. R G T O N I M L U G O T S U U E R valuable agricultural land, which we rely on to produce our food, but the impact Take the P I M M T M O R R D M L D R C G E of land use along the river’s course affecting water quality is a concern. Selection of winner We reserve the right to select an Bournemouth and parts of . M O E Y O P S A I E L B R U I U L It’s important that we find ways that agriculture, water supply and nature hassle out One winner and two runners-up alternative winner in the event will be selected at random from that we have reasonable grounds I N N C S A H V N I I R A N N O I can all co-exist and thrive in this important catchment. After carrying out an assessment of the 27-inch water main which all correct entries on 4 January for believing that a winner has supplies these areas from Alderney Water Treatment Works, we of paying 2021 at Peninsula House, Rydon contravened any of these terms T A T E Y C E T B S S A I W G Y A Catchment Sensitive Farming (CSF) works with farmers to reduce pollution discovered that those properties would be at risk of having no water Lane, Exeter, EX2 7HR, and in and conditions. E L B A D R O F F A N D N A A F B Paying by Direct Debit is easy accordance with these terms and from agriculture getting into our rivers. Between 2015 and 2020, CSF worked or low water pressure in the event of a major burst. conditions. If a winner does not respond to L O R E S O U R C E S A A T F O L because you don’t have to remember with over 240 local farmers in the Stour catchment to raise awareness of the telephone or email contact, we will R E S I L I E N C E E D G E O O E To increase the resilience of the supply to these properties, we installed to pay your bill – and you can choose Prize make reasonable repeat attempts issue and offer advice on how farming practices can be adapted to prevent The first eligible entrant selected to contact them. If they cannot F G T G N I D O O L F O E R S O D a series of connections from an existing 18-inch main, which is also one of four dates to best suit your contamination of the river. at random will receive a High be contacted within three weeks I Y D P R O T T I N G S E A supplied by Alderney, to the 27-inch main at different locations along circumstances. Payment will be made Street shopping voucher to the of the draw date, we reserve E C S directly to us from your bank or value of £100. The next two the right to select at random a We’re continuing to work with CSF reducing the presence of agricultural the pipe. eligible entrants selected at replacement winner. pollutants in the Stour, as well as reducing soil erosion from agriculture building society account, and you random will each receive shopping Find all the words and phrases listed below in the grid This means that if a burst should occur on the 27-inch main, one of the vouchers to the value of £50. Each winner must give consent to improve the river ecology and maintain a healthy ecosystem. In turn, will be fully protected by the Direct (except the ones in brackets - ‘Water’ only appears once). connections from the 18-inch main further along than the burst can be to publication of their name and this will enhance this important wildlife habitat and reduce the risk to Debit Guarantee. Terms and conditions home town in the next edition of The words are all associated with South West Water’s used to replace the flow and continue to supply the areas concerned The competition is only open to Waterlevel. We reserve the right to drinking water quality – a win for everyone! New Deal. When you have finished, read the unused letters while a repair is completed. How to set up a Direct Debit: residents in the UK aged 18 or select an alternative winner in the over who live in the Bournemouth event that consent is declined. in order (left to right, starting on top row). They spell out a • Online at Water region. question and an answer. Write them in the spaces under bournemouthwater.co.uk/your-bill General All entrants must provide an email By entering the competition you the grid. Improvement work • Sign up via MyAccount address, postal address and/or a agree to be bound by these terms daytime telephone number. and conditions. Decisions are • Call 01202 590059 YOU GET A STAKE IMPROVING; New research programme final and no correspondence or HAVE YOUR SAY complete at Knapp Mill Employees of Pennon Group Plc discussion will be entered into. Protecting (the) Environment companies and their families are REDUCING; Biodiversity We have teamed up with the University of Exeter to not eligible. Personal information collected We’ve recently completed from entrants will be used by Pollution Sufficient Resources launch a new collaborative research programme. How to enter us solely in connection with Flooding an upgrade at Knapp Mill Need Entry to the competition is the competition and will not be Bathing Quality Designed to solve some of the most pressing global challenges of managed by Bournemouth Water. disclosed to any third party except (water) Loss (water) Treatment Water Treatment Works in There is no entry fee. for the purpose of operating the our time, the Centre for Resilience in Environment, Water and Waste help with competition and fulfilling prizes Drainage Christchurch – with the help Bournemouth Water will notify the (CREWW) will research and develop solutions to some of the biggest where applicable. All entries will Fair Charging (and) your bill? winners by email or phone. be securely stored then destroyed of our contracting partners environmental and operational challenges in the water sector. on 30 April 2021 and no personal Affordable Bills If you have difficulties paying data will be kept after that date. and specialist divers. There are five areas of research: clean drinking water; the safe treatment Safe Clean Reliable Drinking your bill, don’t worry or struggle in Water and disposal of wastewater; predicting and preventing pollution; MEMBERSHIPFREE We’ve improved the inlet works, where silence – get in touch. If you’re on water supply resilience; and protecting the water supply network. Resilience water is taken from the River Avon, by updating the screens and replacing a low income, have lost your job Help us protect the wildlife Community Benefits the six pumps which distribute water across the site ready to be treated. or have had an emergency then and countryside you love We will be looking at how we can tackle the challenges of population Regional Investment Divers were needed to help remove the old screens and measure up for the growth, climate change and other issues such as emerging pollutants. the last thing we want is for you to Join today & get new equipment to be fitted. The new screens were specially designed to worry about your bill. We will work 3 MONTHS’ FREE MEMBERSHIP protect wildlife in the river, as well as to prevent debris like branches floating CREWW will see geographers, biologists, psychologists, engineers and with you, based on your individual If you aren’t already a Hampshire & Isle of Wight Wildlife Hidden message: in the water from blocking the inlet or causing damage to the works. economists, in addition to behavioural scientists, robotics experts, circumstances, to make it as easy Trust member, get ready to connect with nature this summer mathematicians and other academics, brought together with our own as possible for you to manage your with a Reserves Guide & latest Wild Life magazine. Updated modern electrical control systems will reduce maintenance time on site and the experts to work together to find new ways of solving these challenges. water bill. Registered charity, Help make Hampshire and the Isle of Wight wilder! new underground pumps are more powerful and efficient, reducing our carbon footprint. no 201081 Visit hiwwt.org.uk/3monthsfree We have a range of support Handwashing is a first line of defence available, from flexible payment against COVID-19. Yet 4 in 10 people plans to help you spread the cost MEMBERSHIP£25 Thank you! Name: around the world live without access to of your water bill to support tariffs Friends of basic handwashing facilities. that reduce the amount you pay Address: HandwashingHandwashing is isa afirst first line line of defence against COVID-19. if you’re on a low income. We also Longham Lakes WaterAid/Tom Greenwood WaterAid/Tom Thank you to all of Bournemouth Now, more than ever, we need to help againstYet 4 inCOVID-19. 10 people Yet around 4 in 10 the people world live without access to ensure that everyone, everywhere has a offer home visits from one of our Are you a regular visitor to Longham Lakes near ThankWater’s st ayou!ff, customers and aroundbasic handwashingthe world live facilities.without access to Ferndown? Why not become a ‘Friend of Longham’? basic handwashingfighting facilities. chance of staying safe and heathy. WaterCare advisors, who can talk To help you enjoy this lovely area you will be able to park when partners who have helped Now, more than ever, we need to help ensure that everyone, you through the support we provide displaying your membership sticker. Income from this scheme Postcode: WaterAid/Tom Greenwood WaterAid/Tom Thank you to all of Bournemouth Now, more thanThe ever, power we need to help to help save lives is in our hands will help us improve habitats around the lakes and provide WaterAid change lives with clean and help you with completing educational opportunities for young people. Water’s staff, customers and ensureeverywhere that everyone,and has atogether, fighting everywhere chance we can has of stayingmakea itsafe happen. and healthy. Tel: water and good hygiene. fighting chance of staying safe and heathy. application forms, if you need it. Membership costs just £25 partners who have helped The power toFind help out save more lives atis in www.wateraid.org our hands and together, we The power to help save lives is in our hands To find out more about becoming a Friend of Longham, call Email: WaterAid change lives with clean can make it happen. Find out more about 01202 581411 or email [email protected] and together, we can make it happen. Send to: Waterlevel Wordsearch, Bournemouth Water, water and good hygiene. Find out more at www.wateraid.org how we can help at Longham Lakes, Ferndown, BH22 9AB Find out more at www.wateraid.org bournemouthwater.co.uk/your-bill Peninsula House, Rydon Lane, Exeter, EX2 7HR Closing date for entries: 31 December 2020 6 7 Our customer Our Priority Where charter Services to find out We know your water services At some stage in our lives, are vital, and if something goes we can all benefit from a bit more wrong, we’ll work hard to put it of extra help. We publish right as quickly as possible. various reports This could be due to a physical or learning disability, We want to provide you with the best illness, age or communication requirement, and documents possible service. If you think we’ve fallen or other reasons. on our website to help customers short of this, please let us know so we find out more about what we do, can sort it out as quickly as possible. The help available to people on our Priority Services register includes providing bills in formats such as our future plans and how we can Our customer charter explains what you can Braille or large print, reading bills to customers over help them. expect from us, and what we’ll do to make the telephone and helping with alternative water amends if we don’t meet the standards. supplies in emergencies. Following feedback from you, publications such as our Annual Performance Report Download a copy from our website at Our Priority Services are available to anyone living and Business Plan 2020-25 have also been bournemouthwater.co.uk/publications in our region, even if you’re not the bill payer. condensed into shorter customer summaries, or call us on 01202 590059. The help available doesn’t have to be for you, if so you are able to access important information you’re an account holder or nominated carer you about our performance and future plans in a can register on behalf of someone else. customer friendly format. Find out more at Visit bournemouthwater.co.uk to find out more. bournemouthwater.co.uk/priority-services/ or call 01202 590059 (Text Relay is also available). Community round-up

Working in partnership Making a difference We are an essential As part of our commitment to the community, we part of the community have made a charitable donation to the Community we serve, and we Action Network (CAN). support our region in a CAN is a local charity that provides professional and practical support to the wide variety of ways. voluntary sector in Bournemouth, Christchurch and Poole, as well as providing the local volunteering hub. We want to see communities healthy, diverse, As a major employer and key infrastructure provider, our vision is to vibrant and flourishing. sustainably improve our services while benefiting the communities we serve and the people we employ. Our Customer View Group worked with CAN to identify 16 local charities and community groups that will benefit from our donation of £15,000. The We work closely with South West Lakes Trust to enhance sustainable chosen charities focus on environmental projects, community support and recreation, access, education and nature conservation on and around our educational opportunities. lakes and reservoirs. Amy Collins, CAN’s Volunteering Development Lead, said: “Some of these South West Lakes Trust manages two reservoirs at Longham near Ferndown, organisations are so small they don’t even have a website, but they make a large portion of Christchurch Harbour including lower reaches of the rivers a huge difference to the people they help. This donation is really welcome, Stour and Avon, and works with partners at Blashford Lakes near Ringwood. especially at this time.” They offer opportunities for fishing, watersports and general public access, Feedback from the organisations that received a donation include: “What balancing recreational needs with those of the environment and water supply. wonderful news to receive and as a small rescue we are truly grateful, we will For more information visit swlakestrust.org.uk make good use of it” and “We would like to put the money towards a storage We also work with Hampshire & Isle of Wight Wildlife Trust, who look shed we need to buy, as we are running out of room at the church, and are after Blashford Lakes Nature Reserve near Ringwood on behalf of now feeding 1,000 people a week!”. Bournemouth Water and . Find out more at hiwwt.org.uk/nature-reserves/blashford-lakes-nature-reserve We also support the ReFill campaign, which combats pollution from single-use plastic water bottles. Last year we provided free tap water at events in our Follow us on social media area including the New Forest Marathon, the UK BMX National Series To find out about supply interruptions, water-saving tips and other news and the Surf Life Saving National Championships, where our hydration station at Branksome Chine was used 11,471 times! facebook.com/bournemouthwater @BmouthWater