News from South West Water Issue 32, Summer 2020

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

A New Deal Save 5 litres All the right words What it means Play your part, Win a £100 shopping for you be water smart voucher Page 4-5 Page 6 Page 7 Waterlevel issue 32 Waterlevel issue 32

Susan A big year for Davy Chief Executive Welcomes you to the Summer It’s been a big year for South West 2020 edition of Waterlevel. Water’s parent company, Pennon Group. Reducing In July, the FTSE 100-listed Group, which is based in , completed Welcome to the first edition of Waterlevel for our new 2020-25 business the sale of Viridor – one of the UK’s biggest recycling companies – and plan. As well as updates on our plans and progress, plus tips to help you announced it would be focused solely on excellence in water and wastewater save water and money, this issue summarises our New Deal plan, which going forward. includes a unique scheme called WaterShare+. pollutions To coincide with the changes, Pennon’s Chairman and CEO Sir John Parker As part of WaterShare+, we’ll soon be sharing £20 million of cost and Chris Loughlin decided they would stand down, with Gill Rider and Susan savings achieved during our regulated 2015-20 plan. One million eligible Davy (previously Chief Financial Officer) taking their places. customers will be contacted with details about the rebate. The changes meant Pennon became the second ever FTSE 100 company to As well as sharing financial benefits if we beat tough targets, the scheme Our 2020-25 business plan set out our ambitious have a Chairwoman and a female Chief Executive simultaneously, with Susan enables you to have more control in what we do and how we do it. Spot it, as the seventh FTSE 100 female Chief Executive. targets for reducing pollution incidents. That’s not something you hear other utilities doing very often, if ever. In other news for Pennon, the Group once again secured the Fair Tax Mark – While we have significantly improved our performance in some key areas, We’re proud to have pioneered this approach in the . the independent certification which recognises those organisations which pay particularly in reducing the most serious pollutions, we know we have more to report it It’s the right and responsible thing to do. the right amount of tax, in the right way. do to tackle minor, less serious pollutions. One of the key areas that we want to improve is around pollution incidents that If you spot anything you think could be pollution, happen on the network of sewers that move wastewater from customers’ please call our 24-hour services helpline on homes to our treatment works. As our network is spread over a large and often 0344 346 2020 or report it on our rural area, it can be a challenge to identify and respond quickly enough to website southwestwater.co.uk/pollution potential pollution. To help us improve, we’ve established a dedicated task force to focus on Keeping pollutions and employed more operators to carry out sewer cleansing and pumping station inspections and maintenance. When pollutions happen, as well as responding quickly to minimise any impact on the environment, we are looking very carefully at what caused them and what we can do to prevent Major sewer upgrade going them happening again. for Carbis Bay You can play your part by helping to prevent sewer blockages, which cause about a fifth of all minor, less serious pollution incidents. Only flush the 3Ps – pee, paper and poo – down the loo and dispose of cooking fat, oil, grease and Earlier this year we completed a major during food waste in the bin not the sink. scheme to upgrade sections of sewer in You can read the plan at southwestwater.co.uk/newdeal Carbis Bay, , to improve the service Covid-19 to residents and businesses. Isles of Scilly New research programme The project involved upgrading sections of sewer along St Ives Road The Coronavirus crisis has and Longstone Hill by relining the existing pipe with four layers of We have teamed up with the University of Exeter to recycled, environmentally friendly felt impregnated with resin. tested and affected us all. launch a new collaborative research programme. Preparatory work carried out in late 2019 provided more detailed On 1 April 2020, South West Water became We’ve managed to keep our essential services going due to the fantastic surveys of the sewers than had previously been available, and the appointed water and wastewater efforts of our frontline key workers, some of whom are pictured on the Designed to solve some of the most pressing global challenges of determined that some sections that were originally planned to be front cover, as well as those who have adjusted to home working. A big our time, the Centre for Resilience in Environment, Water and Waste upgraded were not in a condition that required renewal or relining. shout out to you too, for respecting social distancing and recognising (CREWW) will research and develop solutions to some of the biggest company for the Isles of Scilly. Using this new knowledge – the value of what we do as we’ve gone about our work. It’s greatly environmental and operational challenges in the water sector. and following feedback from This means that South West Water now has responsibility for the islands’ appreciated. existing water and wastewater infrastructure, formerly owned by the Council There are five areas of research: clean drinking water; the safe treatment residents – we focused on relining of the Isles of Scilly, the Duchy of Cornwall and the Tresco Estate. We know it’s been, and remains, a particularly tough time for many of and disposal of wastewater; predicting and preventing pollution; water only the most essential sections our customers. We reached out with support and more than 20,000 of supply resilience; and protecting the water supply network. of sewer. This reduced the period We are also responsible for sending bills, reading meters and customer you registered for extra help and informed us of your circumstances. If of disruption for residents and services on the islands. We look forward to working closely with the island We will be looking at how we can tackle the challenges of population you’re struggling to pay a bill, please do let us know. Support is available growth, climate change and other issues such as emerging pollutants. businesses, requiring shorter road community as we invest to ensure resilience in the services we provide. and we’re happy to help in any way we can. closures than originally planned and CREWW will see geographers, biologists, psychologists, engineers and enabled us to complete the scheme This is the first time island residents will have received a copy To register for assistance, please visit: of Waterlevel – welcome, and we hope you enjoy it! economists, in addition to behavioural scientists, robotics experts, three weeks ahead of schedule. southwestwater.co.uk/coronavirus mathematicians and other academics, brought together with our own experts to work together to find new ways of solving these challenges. 2 3 Waterlevel issue 32

• 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 A New Deal our business, has two main parts: 1. Sharing our success 2. A greater say How we will do it One million South West Water and • WaterShare+ panel meetings in public every It’s not just about what we’re doing, but also Our Business Plan for customers will each three months how we’re doing it. receive a £20 rebate from a pot of £20 million Highlights include: of cost savings achieved by South West Water - Independent Chair and panel • We will operate in your best interests 2020-25 and what it in our last business plan, from 2015-2020. Our - Hear about plans and progress • We will ensure strong financial control, sound efficiency means you benefit. administration, good governance and take a • A unique scheme which • Working together to - Ask the panel and SWW directors questions means for you shares our success with you reduce how much water we Each eligible customer will receive a £20 rebate, responsible approach to corporation tax and gives you more of a say use in our homes – saving and you will be able to choose how to receive it • Customer Annual General Meeting • We will maintain transparent and clear (from 2021) in our business money in the short term either as: policies for dividends and executive pay Over the next five years, customers and helping secure water • A credit on your bill*, or which are grounded in the delivery of our • Extending our services supplies in the future commitments to you. can look forward to lower bills, further to the Isles of Scilly • Shares in our parent company, Exeter-based “The New Deal is about doing the right thing. It ensures that References to the customer share offer (the “Offer”) in Pennon • Expansion of flagship Pennon Group Plc. Group Plc (“Pennon”) on this page are an advertisement investment and more of a say in • Extra steps to ensure our customers remain at the heart of catchment management The shares choice will require an online and not a prospectus for the purposes of the EU Prospectus services are affordable and Regulation. The references to the Offer, which have been how South West Water is run under schemes to improve raw our service and success, building accessible for all application and will be held in a Nominee prepared by and are the sole responsibility of Pennon, water quality and natural Service on behalf of the participating trust through transparency.” have been approved solely for the purposes of section 21 our innovative new business plan for of the FSMA by Barclays Bank PLC (“Barclays”). Barclays, • New smarter ways of water storage, and provide customers. The nominee service will be Susan Davy, South West Water administered by Link Market Services Trustees whose registered address is at 1 Churchill Place, London E14 2020-25. working, using new protection from flooding and Bournemouth Water 5HP, is authorised by the Prudential Regulation Authority technologies to deliver and drought Limited, part of Link Group and Regulated by and regulated by the Financial Conduct Authority and the the Financial Conduct Authority. Further details Prudential Regulation Authority. Barclays is acting exclusively Our five-year ‘New Deal’ sees the more for less will be provided when we write to you. for Pennon and for no-one else in relation to or in connection • Reducing the time water with the Offer and will not be responsible to anyone other than average water and sewerage bill • The biggest environmental supplies are interrupted The value of shares can go down as well as Why are we doing this? Pennon for the protections offered to clients of Barclays and improvement programme for to your homes up and you may not get back the original is not providing, and will not provide, advice in relation to the falling by 11% in real terms, with the We have done this because you, our customers, Offer or any related matter. 15 years investment. told us that you want more of a say in the • Reducing the number of Customers should not elect to acquire Pennon shares in business and that investors shouldn’t be the average bill in 2025 being lower than • Reducing the amount of discolouration, taste and Eligible customers will receive an email or the Offer except on the basis of the information contained only ones who benefit when the business it was in 2010. water lost through leaks smell contacts letter with details about the rebate and how in the prospectus in its final form to be published by to register your choice during September. performs well. We pioneered WaterShare, Pennon in due course. Copies of the prospectus will, and bursts by at least 15%, following publication, be available on Pennon’s website. • Investing in bathing water an earlier success-sharing scheme, in 2014. having already cut leaks by This rebate does not apply to new customers in Shaped by our biggest ever quality improvements WaterShare+ is a new, improved version. This advertisement does not constitute an offer or 50% and having always met the Isles of Scilly because the cost saving was recommendation concerning the Pennon shares. consultation with customers, the plan our targets achieved in 2015-20, before the Isles of Scilly We believe it’s only right that, if we outperform • Reducing sewer flooding our regulated business plan, you should share in The Nominee Service is provided by Link Group which is events that affect homes became part of South West Water’s service a trading name of Link Market Services Trustees Limited was fast-tracked for approval by area. However, scheme benefits could apply in any financial benefits. which is authorised and regulated by the Financial Conduct and businesses Authority. Registered office: The Registry, 34 Beckenham , the water industry Regulator. If the future if we outperform our current 2020-25 WaterShare+ reflects a new kind of water business plan. Road, Beckenham, Kent BR3 4TU. Registered in England and Visit: company, closer to the customers and Wales No. 2729260. we outperform, our customers benefit. southwestwater.co.uk/newdeal * Some customers who pay by direct debit will have the communities we serve. For further information, including the legal and regulatory option to have £20 refunded to their bank account. status of this company, visit www.linkassetservices.com/legal-and-regulatory-status

4 southwestwater.co.uk/watershareplus 5 Waterlevel issue 32 Sign up for Could you save MyAccount All the With MyAccount you can: • View your bills and pay them securely right words • Sign up for paperless billing • Keep your account details 5 litres? up to date • Manage your payment plans Complete the W S T I F E N E B H A T S T H E E • Send a meter reading or apply N E W S U F F I C I E N T N H K D for a water meter wordsearch to win! G N I K N I R D E N A Y O A L A E Sign up at First prize is a £100 High Street shopping voucher, N G N I H T A B V Q T I V A S T F southwestwater.co.uk/myaccount with two runner-up prizes of a £50 voucher each. 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 Congratulations to the winners How to enter O E S A Y O L U L O I I A I D T N of the wordsearch in issue 31 of Entry to the competition is R G T O N I M L U G O T S U U E R Take the Waterlevel. managed by South West Water. There is no entry fee. P I M M T M O R R D M L D R C G E Top prize went to Mrs Gwen Cleverdon of Crediton, and the South West Water will notify the M O E Y O P S A I E L B R U I U L Come rain or shine, hassle out winners by email or phone. runners-up were Dr RH Bruce of I N N C S A H V N I I R A N N O I Extra protection and Stephen Oldreive of We reserve the right to select an saving tap water makes sense. of paying Totnes. alternative winner in the event T A T E Y C E T B S S A I W G Y A that we have reasonable grounds E L B A D R O F F A N D N A A F B for ’s How to enter for believing that a winner has Small changes in water use, avoiding waste, can Meanwhile, we’re on a mission to achieve a further Paying by Direct Debit is easy Please send your entry to: contravened any of these terms L O R E S O U R C E S A A T F O L make a big difference – it’s a win-win for our 15% minimum reduction in leakage by 2025. This is because you don’t have to remember Waterlevel Wordsearch, South West and conditions. Water, Peninsula House, Rydon R E S I L I E N C E E D G E O O E customers and the environment. Being water smart a challenging target and we’ll be investing over £50 water supply to pay your bill – and you can choose If a winner does not respond to Lane, Exeter, EX2 7HR. telephone or email contact, we will F G T G N I D O O L F O E R S O D one of four dates to best suit your means you can save money off your water bill, million across South West Water and Bournemouth We are working in Tamerton Closing date make reasonable repeat attempts I Y D P R O T E C T I N G S E A S protect the environment and make sure there’s Water to help us achieve it. Recruiting more people, circumstances. Payment will be All entries received by 31 to contact them. If they cannot be December 2020 will be entered contacted within three weeks of enough to go around. investing in technology and working with our Foliot, near Plymouth, to build made directly to us from your bank into the free prize draw. the draw date, we reserve the right supply chain partnerships are key to our leakage a new pumping station to or building society account, and you Selection of winner to select at random a replacement Find all the words and phrases listed below in the grid If every one of our customers saved 5 litres of tap reduction strategy. will be fully protected by the Direct One winner and two runners-up winner. (except the ones in brackets - ‘Water’ only appears once). water a day, that would be a saving of nearly 10 protect the water supply Debit Guarantee. will be selected at random from all Each winner must give consent correct entries on 4 January 2021 to publication of their name and The words are all associated with South West Water’s New million litres. Despite the challenges of the Coronavirus to Plymouth during at Peninsula House, Rydon Lane, home town in the next edition of Deal. When you have finished, read the unused letters in pandemic, since April we’ve detected and repaired How to set up a Direct Debit: Exeter, EX2 7HR, and in accordance Waterlevel. We reserve the right to order (left to right, starting on top row). They spell out a Here are some of our top tips from customers over 2,300 leaks, and the average repair time has dry weather. • Online at with these terms and conditions. select an alternative winner in the Prize event that consent is declined. question and an answer. Write them in the spaces under on how they’re going to save 5 litres a day: southwestwater.co.uk/directdebit been nearly 60% quicker than in the previous year. The new pumping station, along with the The first eligible entrant selected General the grid. This is an amazing achievement and recognises at random will receive a High By entering the competition you existing pumping station at Lopwell Dam, • Sign up via MyAccount YOU GET A STAKE IMPROVING; all the hard work and efforts our key workers Street shopping voucher to the agree to be bound by these terms I collect the water from the shower and will transfer water from the River Tavy to • Call 0344 346 1010 value of £100. The next two eligible and conditions. Decisions are HAVE YOUR SAY Protecting (the) Environment tap whilst it is heating up, and use it to and delivery partners have put in under extremely entrants selected at random will final and no correspondence or the new Mayflower Water Treatment Works each receive shopping vouchers discussion will be entered into. REDUCING; Biodiversity water my plants – Charlie Barrett challenging circumstances. at Roborough as needed, making it more to the value of £50. Personal information collected Pollution Sufficient Resources Terms and conditions In the last two years, we’ve doubled the number of resilient to drought. from entrants will be used by Flooding Need The competition is only open to us solely in connection with Bathing Quality leak detection staff and significantly increased our residents in the UK aged 18 or over I am going to wait until I have a This investment will ensure we can continue the competition and will not be (water) Loss (water) Treatment number of Customer Leakage Technicians. who live in the South West Water bigger load for my washing machine. to provide customers in Plymouth and the help with region. disclosed to any third party except Drainage for the purpose of operating the I will also be more mindful in the Whilst we’re working around the clock, 365 days surrounding area with a clean, safe and All entrants must provide an email (and) address, postal address and/or a competition and fulfilling prizes Fair Charging shower, in order to use less water a year, to reduce leakage and fix pipes as quickly reliable supply of drinking water now and your bill? daytime telephone number. where applicable. All entries will Affordable Bills be securely stored then destroyed – Linda Hellyer as possible, it’s important to note that leaks do, into the future. Employees of Pennon Group Plc Safe Clean Reliable Drinking If you have difficulties paying on 30 April 2021 and no personal and will, happen. To minimise disruption and keep companies and their families are Water Despite the additional pressures of your bill, don’t worry or struggle in not eligible. data will be kept after that date. taps flowing for customers, we have recently Resilience Using a water butt for my plants and completing this essential work during the silence – get in touch. If you’re on invested about £3 million to help us keep customers BOOK & SEEDS Coronavirus outbreak, we are following a low income, have lost your job FREE Community Benefits using a garden trug underneath my in water if there’s a burst or we’re making a repair. Government and NHS advice to make sure or have had an emergency then Free garden wildlife Regional Investment plant pots to catch the excess water This includes a new fleet of tankers and 18 new safety is paramount throughout the scheme. the last thing we want is for you to to reuse on them – Chloe Mitchell technicians, meaning we can act more rapidly book and wildflower seeds worry about your bill. We will work and plan repairs without needing to affect The new pumping station is due with you, based on your individual With 57 nature reserves across , membership Hidden message: to be completed by February 2021. of Devon Wildlife Trust is your passport to a more supplies to customers. circumstances, to make it as easy Get involved at For more information see wild life! Join DWT with Waterlevel and receive a free southwestwater.co.uk/save5litres as possible for you to manage your Wildlife Trust garden wildlife book and wildflower Visit southwestwater.co.uk/tacklingleakage southwestwater.co.uk/coombelane seed mix. If you see a leak that needs urgent repair, please water bill. Go to devonwildlifetrust.org/waterlevel and support call our free 24-hour helpline on 0800 230 0561 or Registered charity, us today! Membership offer valid until 31 October 2020. We have a range of support no 213224 report it on our website southwestwater.co.uk/leaksHandwashing 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 Thank you! around the world live without access to Name: basic handwashing facilities. of your water bill to support tariffs MEMBERSHIPFREE & SEEDS Address: HandwashingHandwashing is isa afirst first line line of defence against COVID-19. that reduce the amount you pay Get 3 months free

WaterAid/Tom Greenwood WaterAid/Tom Now, more than ever, we need to help Thank you to all of South WestagainstYet 4 inCOVID-19. 10 people Yet around 4 in 10 the people world live without access to if you’re on a low income. We also ensure that everyone, everywhere has a membership and a pack Thank you! around the world live without access to offer home visits from one of our Water’s staff, customers andbasic handwashingfighting facilities. chance of staying safe and heathy. basic handwashing facilities. WaterCare advisors who can talk of wildflower seeds Postcode: partners who have helped Now, more than ever, we need to help ensure that everyone,

WaterAid/Tom Greenwood WaterAid/Tom Now, more than ever, we need to help Thank you to all of South West The power to help save lives is in our hands you through the support we provide Nature has provided joy and comfort in the difficult months WaterAid change lives with everywhere has a fighting chance of staying safe and healthy. Tel: Water’s staff, customers and ensure that everyone,and together, everywhere we can has makea it happen. and can help you with completing of lockdown. Become a Cornwall Wildlife Trust member today clean water and good hygiene.fighting chance of staying safe and heathy. to help protect and enhance Cornwall’s wildlife and wild places. partners who have helped The power toFind help out save more lives atis in www.wateraid.org our hands and together, we application forms, if you need it. The power to help save lives is in our hands Email: WaterAid change lives with can make it happen. and together, we can make it happen. Find out more about how we can Go to www.cornwallwildlifetrust.org/waterlevel and complete Send to: Waterlevel Wordsearch, South West Water, clean water and good hygiene. the direct debit instruction – no payment will be taken for 3 months. Find out more at www.wateraid.org Registered charity, Peninsula House, Rydon Lane, Exeter, EX2 7HR Find out more at www.wateraid.org help at southwestwater.co.uk/bills no 214929 Offer valid until 31 October 2020. Closing date for entries: 31 December 2020 6 7 Our Priority Services Where to find out At some stage in our lives, we can all benefit from a bit of extra help. more We publish various reports and documents on our website This could be due to a physical or learning available to anyone living in our region, even to help customers find out more about what we do, our disability, illness, age or communication if you’re not the bill payer. The help available future plans and how we can help them. requirement, or other reasons. doesn’t have to be for you, if you’re an account holder or nominated carer you Following feedback from you, publications such as The help available to people on our Priority can register on behalf of someone else. our Annual Performance Report and Business Plan 2020-25 Services register includes providing bills in have also been condensed into shorter customer summaries, formats such as Braille or large print, reading Find out more at so that you are able to access important information bills to customers over the telephone and southwestwater.co.uk/priorityservices about our performance and future plans in a customer helping with alternative water supplies or call 0344 346 1010 or minicom 0800 169 friendly format. in emergencies. Our Priority Services are 9965 (Text Relay is also available). Visit southwestwater.co.uk to find out more.

Our customer Community round-up promise We know your water and wastewater Working in Recent highlights services are vital, partnership and if something goes Devon and Cornwall Food Action 187 tonnes of marine waste, wrong, we’ll work collected and redistributed more mainly plastics, have been collected We’re proud to support hard to put it right as some amazing charity than 300 tonnes of surplus from the region’s beaches by food to vulnerable communities BeachCare volunteers to date. quickly as possible. partners doing great across the South West. The 630-mile South West Coast work in our region: We want to provide you with 1,320 children participated in a free Path overlooks bathing waters the best possible service. If you BeachCare with Keep Britain Tidy hour-long RNLI Swim Safe Session and contributes £436 million think we’ve fallen short of this, at Marazion or Bude, learning to the visitor economy. please let us know so we can sort Cornwall Wildlife Trust how to stay safe in open water. Over 2,760 people of all ages it out as quickly as possible. Devon Wildlife Trust Beach Schools South West enjoyed outdoor events run by Our customer promise explains South West Coast Path Association provided outdoor learning Cornwall Wildlife Trust in 2019. what you can expect from us and opportunities for more than 3,000 Surf Life Saving GB 1,934 schoolchildren visited what we’ll do to make amends if schoolchildren in disadvantaged Devon Wildlife Trust’s Wembury Beach Schools South West we don’t meet the standards. areas of Plymouth and Torbay. Marine Centre in 2019. Environment Plymouth Download a copy from our website at southwestwater.co.uk/promise Improving Lives Plymouth or call us on 0344 346 1010. Planet Earth Games ReFill Age UK Cornwall & The Isles of Scilly Correction Age UK Devon Cornwall Air Ambulance Trust The Autumn 2019 edition of Waterlevel wrongly stated that Devon Air Ambulance Trust Tree pledge 174 million tonnes of marine Devon and Cornwall Food Action waste had been collected by BeachCare volunteers. This RNLI Working with a range of partners, we have promised should have said 174 tonnes. Mayflower 400 to plant at least 100,000 trees over the next 10 years. South West Lakes Trust Trees bring both environmental and wellbeing benefits. They help combat climate change, prevent flooding and add to the natural beauty of our region. Follow us on Earlier this year, we completed some planting on land around our reservoirs at Roadford, Burrator and Park Lake in partnership with South West Lakes Trust and Westcountry social media Rivers Trust, and with the help of volunteers from a wide range of organisations. To find out about supply interruptions, water-saving tips and other news In total, we have supported the planting of 43,800 trees in this first year of delivery facebook.com/SouthWestWater against the 100,000 target. We hope to significantly increase this figure over the next 10 years as we identify more potential partners. @SouthWestWater