code of practice Water

Domestic Customers

Delivering excellence for our customers, our people and our environment How to contact us

PO Box 8 West Street PO9 1LG

Website www.portsmouthwater.co.uk

E-mail [email protected]

Water Account Enquiries (8.00am to 5.00pm, Monday to Friday) 023 9249 9666

Freephone Debt Line 0800 432 0534

24 Hour Freephone Automated Payment Line 0800 0480021

General Enquiries (8.30am to 4.30pm, Monday to Friday) 023 9249 9888

Operations Centre (24 Hour Emergency Service and Reporting of Leaks) 023 9247 7999

Freephone Leak Line 0800 434 6104

Water Regulation Enquiries 023 9244 9088

New Supplies 023 9244 9088

Mains & Service Repairs 023 9244 9082

Code of Practice l Domestic Customers

Contents

How to contact us...... inside front cover

Introduction...... 3

Regulation of the water industry...... 4 Water supply services...... 6 Area of supply...... 6 Quality...... 6 Quantity...... 8 Pressure...... 9 Interruptions to supply...... 9 Connections...... 10 Responsibility for pipes...... 13 Leaks...... 14 Lead pipes...... 15 Shared service pipes...... 16 Badly rusted service pipes...... 16 Electrical earthing...... 16 Protection of water supplies against contamination...... 17 Compulsory metering...... 17 Meter option...... 17 How to read your water meter...... 18 Meter siting...... 19 Meter accuracy...... 19 Tampering with meters...... 20 Vulnerable customers...... 20 Changing address...... 21 Company representatives...... 21 Priority Services Register...... 22 Water efficiency...... 22 Code of Practice l Domestic Customers

Charging matters...... 25 Water tariffs...... 25 Price changes...... 26 Unmeasured bills...... 26 Metered bills...... 26 Payment facilities...... 27

Enquiries and complaints...... 30 Account queries...... 30 Complaints or queries about water services...... 30 Our response to your written complaint...... 31 Auditing the complaints procedure...... 32 Compensation if the Guaranteed Standard on complaints is not met...... 32 What to do if you are dissatisfied with a response to your complaint...... 32 Settling disputes - ...... 33

Guaranteed Standards Scheme...... 37 Keeping of appointments...... 37 Responses to enquiries about bills and/or alternative methods of payment....37 Response to written complaints...... 37 Meter reading...... 37 Supply interruptions...... 37 Restoration of water supplies...... 38 Minimum pressure standard...... 38 Failure to meet standards...... 39 How to claim...... 39

Compensation policy...... 40

Codes and leaflets...... 41

Other useful contacts...... 42

Water saving tips...... inside back cover

1 Code of Practice l Domestic Customers

2 Code of Practice l Domestic Customers

Introduction

This Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help. This code makes up a suite of codes comprising of Customer, Leakage and Debt Recovery codes. Details of these codes, along with other leaflets and useful contact points can be found on the inside front cover and pages 41 and 42.

Upon request, we can supply any of our codes, leaflets and booklets in a large print.

3 Code of Practice l Domestic Customers

Regulation of the water industry

The Secondly, the Secretary of State enables all public water supply and sets specific standards of drinking sewerage services in and water quality which we have to Wales to be provided by private observe and standards which we sector companies and provides must meet when carrying out our for a strengthened framework of basic water supply duties. It is a customer protection. Your individual criminal offence to supply water statutory rights are maintained and unfit for human consumption, and strengthened under this Act, for proceedings can be taken against example you can take civil action a company supplying such water against us for any loss or damage by either the Secretary of State or sustained if we fail in our duty the Director of Public Prosecutions. under the Act to supply water for Drinking water quality standards domestic purposes. In addition to are monitored by the Drinking respecting your statutory rights we Water Inspectorate. are also subject to different sets of controls as explained below. Thirdly, the local Council’s Environmental Health Officer also Firstly, we operate under a has responsibility for quality and licence which places a ceiling health issues arising the use of on the average annual price water. increase which we can charge through a formula related to Finally, the movements in the Retail Prices regulates our abstraction of water Index. The independent Water from underground aquifers, rivers Services Regulation Authority and other inland waters, under the (Ofwat) ensures that we comply provisions of the Water Reservoirs with this and other conditions Act 1991. of our appointment. Ofwat also has responsibility to ensure that The interests of our consumers are customers interests are protected represented by an independent in respect of the quality of service body - the Consumer Council for we provide as well as our level of Water - London and South East. charges. This Committee investigates complaints and provides advice

4 Code of Practice l Domestic Customers and information to all water and sewerage consumers in the Southern Region. Contact details can be found on page 33.

Ofwat, Environmental Agency, Drinking Water Inspectorate and the Consumer Council for Water are overseen by the Department for the Environment, Food and Rural Affairs (Defra).

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Water supply services

West Meon

Lower Upham Northbrook HAMPSHIRE West Street Soberton Newtown Lovedean Worlds End Brickkiln Walderton Lavant Slindon HAVANT Funtington Westergate Woodmancote Farlington Havant & Eastergate Maindell Aldingbourne Fishbourne PORTSMOUTH LITTLEHAMPTON

GOSPORT HAYLING ISLAND

SELSEY

Area of Supply We do not provide sewerage and We supply drinking water to an sewage treatment. These services area stretching through Hampshire are normally the responsibility of and West Sussex from the River Services Ltd. Meon in the west to the River Arun in the east, encompassing 868km². Quality We serve a population of more 85% of the water that we supply than 640,000, plus a commercial comes from springs and boreholes, market which includes many farms, with the remaining 15% from a defence establishments and other source that we have on the River important industries. Itchen, near Southampton. All of our sources abstract water that Our Head Office is at Havant, along has passed through the chalk with our Operational Depot. Details hills of the and, of how to contact us can be found accordingly, is hard. Hard water on the inside of the front cover. deposits limescale when heated 6 Code of Practice l Domestic Customers which can cause fur in kettles, breached, we can be prosecuted washing machines, showers and by the Drinking Water Inspectorate. other devices that heat water. We produce a free leaflet, ‘A Guide to The 1999 Water Supply (Water Water Hardness and Limescale’ Fittings) Regulations, enforced by available from Head Office or via Water Companies, help to prevent our website. contamination of water supplies by ensuring that national standards We undertake to supply wholesome for design, installation and water for domestic use. The quality maintenance of plumbing systems of the supply will comply with the are adhered to. These regulations European Community Directive relate to internal plumbing which as defined by The Water Supply is not owned by us and is your (Water Quality) Regulations 2000 responsibility to maintain, or may (as amended in 2007) and be of be your landlords if you are a sufficient quality to meet domestic tenant. Failure to comply with these purposes which means a supply regulations can result in a fine. for drinking, washing and sanitary Contact us on 023 9249 9888 for purposes and the preparation of further information and advice. food. We produce a useful leaflet on We must sample and test public Water Quality and the required water supplies at regular intervals, Water Quality Standards which is which includes testing at customers available free of charge from our taps. We have powers of entry, as Head Office. laid down in legislation, in order to take water samples for testing If you believe that your water has purposes. Records of test results become unfit to drink or have are kept and are monitored by the concerns about the taste or smell Drinking Water Inspectorate and of your water, please contact are available for inspection by the our Head Office immediately, public, free of charge, at our Head or dial the emergency number, Office. If you want to know about 023 9247 7999, if outside office the water quality in your supply hours. zone please visit our website at www.portsmouthwater.co.uk. Do not drink tap water until you If water quality standards are have spoken to us.

7 Code of Practice l Domestic Customers

Whenever we take a sample of your receive adequate supplies for water following a complaint, we essential purposes. We have never will provide you with written details needed to apply for a drought order of our findings within 10 working and have not imposed a hosepipe days. The sample will be taken at a ban apart from one occasion in mutually convenient time. 1976.

Exceptional circumstances could Our target is to ensure, whenever arise in which case it may be possible, that drought orders necessary to advise you not to use and hosepipe bans continue to tap water or to boil it before you be unnecessary. Every 5 years use it for drinking or cooking. We we produce a Water Resources will tell you via the local media or in Management Plan, which sets out writing, whichever method allows how we intend to ensure reliable us to broadcast the information as supplies into the future, whilst quickly as possible. meeting the challenges that face us, including protection of the Independent advice on water environment, population growth quality is available from the and uncertainties surrounding Drinking Water Inspectorate or your climate change. A copy of this plan local Environmental Health Officer. is available via Head Office or our website. If you have special needs we may be able to contact you by In some circumstances, where alternative means. Our booklet large quantities of water are likely to ‘Priority Services Register’ gives be used, you are required to have further details. a water meter. Please see page 17 for the compulsory metering criteria Quantity and details of free meter options. We must provide you with sufficient water for normal domestic Whilst we intend to supply sufficient purposes, i.e. drinking, washing, water to customers for normal watering the garden with a watering domestic purposes, we also can, etc. However, at times of aim to do this in such a way that exceptionally high demand we minimises our abstraction, for may have to restrict the use of the benefit of the environment. hosepipes so that everyone can Accordingly leakage management

8 Code of Practice l Domestic Customers is an important company aim and • the height of the property above charges based on what customers the water main and its height actually use, via the installation of relative to the reservoir; a meter, are becoming increasingly common. Indeed, it is generally • the condition of the service pipe; accepted that customers with a meter use 10% less water than • whether the property shares those that pay by other means. We a service pipe with other produce leaflet, Saving Water in the properties; Home, which provides useful tips and information on water saving • peak demand conditions. measures. If you think that your water pressure Pressure is too low, please contact us We must supply water at sufficient on 023 9247 7999 and we will pressure which will ensure water investigate free of charge during reaches the topmost storey of every our working hours. building unless the building is at such a height that the water will not If the cause is our responsibility flow to it by gravity. we will take appropriate action, which may include paying you We will, subject to certain compensation, if pressure falls exceptions listed below, maintain below 7 metres, details of which are a constant supply to you at a included on page 38 of this code. If minimum pressure of 10 metres not, we will tell you what you need head measured at our stopcock to do. which is normally at the boundary of the premises. Interruptions to supply We aim to provide a constant This pressure is sufficient to fill supply of water. However, problems a storage tank which is normally such as burst mains and the need located in the attic, and at a flow to undertake planned maintenance rate which will fill a 9 litre bucket in will inevitably disrupt supplies. approximately one minute. Pressure and flow rates in your home can be If there has been a planned affected by a number of factors: interruption to your water supply for any necessary works, we undertake

9 Code of Practice l Domestic Customers to restore your supply within the you may be entitled to a daily period notified to you. Where the payment of £10, subject to certain interruption as described above is conditions. However, our water for more than 4 hours we will notify resources plan aims to ensure you at least 48 hours before the that such supply interruptions supply is interrupted. are not necessary. Details of our Guaranteed Standards for Supply If the interruption of your supply is Interruptions are covered on page due to an emergency e.g. broken 37. distribution mains and not a trunk main we will restore the supply Connections within 12 hours, 48 hours for a trunk We will connect all new premises main. to mains if you ask us, but you will have to pay the costs which will Where an interruption lasts longer include: than 24 hours we must provide you with an emergency supply - • the charge for making the normally from stand pipes or water connection - and only we can tankers. do this.

As part of our programme for • the charge for laying our checking leakage, we sometimes part of the service pipe and turn off sections of mains at night. installing the stopcock including These interruptions, which typically excavation and reinstatement last less than half an hour, normally of the highway. Alternatively, occur between midnight and 5 you can arrange to undertake o’clock in the morning. the excavation, installation and reinstatement, provided Potentially, supply interruptions a licence and consent are could occur in times of severe obtained from the Highway drought, following the successful Authority and the work is in application by the Company to the accordance with our self lay Sercretary of State for a drought policy. order. In this unlikely event, mains supplies could be periodically • a fixed contribution (known replaced with stand pipes or as an infrastructure charge) water tankers. If this was to occur to our overall costs of making

10 Code of Practice l Domestic Customers

water supplies available. The to inspecting the site and send you infrastructure charge is payable a quotation, telling you what you for each new connection to a need to do before we will make the water supply as a contribution connection. to the cost of increasing the capacity of the local mains This will normally include: network so that the increased demand placed on the system • laying your part of the service by new customers can be met. pipe to water supply regulations This charge, which does not requirements; necessarily have to be paid in advance, is a standard charge • paying our charges (other than allowed under Section 146 of the infrastructure charge which the Water Industry Act 1991 and does not need to be paid in our Licence Condition C. advance);

A ‘new connection’ means • providing a separate service connection, whether directly or pipe to each part of the building through an intermediate pipe, or premises that is separately to a water supply for premises occupied; which have not previously been connected to a supply of water • ensuring that the plumbing provided by us and paid for by the water supply regulations are owner or occupier, or in the case complied with; of a redevelopment, where the premises have not been connected • obtaining any necessary in the last five years. consents from other landowners.

‘Premises’ includes any part of a New domestic connections to building which is, or is designed, water mains will be completed altered, or intended to be occupied after the above conditions have as a separate unit. been met within fourteen days (or twenty one days if we have to lay The first thing you must do is our part of the service pipe). The complete an application form, Water Industry Act 1991 gives you obtainable from our Head Office. the right to take legal proceedings We can offer help and advice prior against us if we fail to comply with

11 Code of Practice l Domestic Customers the above duties. damage as a result, you may have a legal claim against us. Records of Any disagreement between us where our mains are laid are held at about the charges and conditions our Head Office and are available for connections to the mains for examination free of charge. and disputes about mains requisitioning, can be referred to Portsmouth Water Ltd is not Ofwat for determination. responsible for sewerage or sewage treatment. These are If we cannot supply your property normally the responsibility of from one of our mains, you and Southern Water Services Ltd. (their your neighbours may be able address and telephone number can to ask for a new main to serve be found on page 42). A separate several properties. You and charge is levied by the sewerage your neighbours must pay any service provider for their services difference between the income we including an infrastructure charge if get from charging for the water applicable. supplied from the new main and our costs in providing the main. When requesting a main, the payment options are (i) to pay ‘relevant deficit charges’ over a 12 year period, or (ii) to pay a single statutory commuted sum (calculated using the discounted aggregate deficit method). We may also need some security from you. Alternatively, you may appoint your own contractor to lay the main by means of a self lay arrangement. Please contact us on 023 9249 9888 for further details.

We will normally provide the main within 3 months of you agreeing that we do so. If we break this deadline and you suffer loss or

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Responsibility for pipes including our preferred location for The water mains in the highway installation. The remainder of the belong to us. Normally the service pipe, taking the water into service pipe from the mains to the your house, is normally the property boundary of your property is our owner’s responsibility, as illustrated responsibility. Most properties have in the diagram below. Sometimes an underground stopcock at the your privately owned supply pipe boundary and our pipe ends at may also supply some of your the stopcock. The stopcock also neighbours, with whom you will belongs to us. We are responsible share responsibility for the pipe and for its maintenance. its maintenance. If there is a water supply problem we may be able If the property is metered, the to help you identify on whose side meter and its maintenance are of the boundary the problem lies. our responsibility, regardless of Contact our Head Office. where it is situated. You should not wilfully tamper with the meter Under the Water Industry Act 1991 as it is a criminal offence. Our the Company has rights of access booklet ‘Switching to a Water to lay and maintain mains in private Meter’ provides further details, land. The Company operates under

A preferred stopcock and meter position for properties built since April 2005

B preferred stopcock and meter position for properties built before April 2005

A

Customer

B Portsmouth Water

Customer responsibility Portsmouth Water responsibility 13 Code of Practice l Domestic Customers a Code of Practice for the Exercise sure there is no water being used of Works on Land, a copy of which in the house (tap running, washing is available from our Head Office machine on etc). Wait one hour on request. and take another reading. If the reading has increased you may Leaks have a leak on your external supply Water can be a scarce resource pipe. We offer a free leak detection and we should all do what we can service and you may qualify for a to avoid wasting it. Leaks from free repair, please contact us on pipes can result in large water loss. 023 9247 7999 for further details. In order to meet leakage targets set by Ofwat, and for the sake of the If there is a leak on your pipe, it environment, we check for leaks is your responsibility to repair it. on our part of the network. You Should a leak exist on a privately should check for leaks within your owned pipe you share with pipework, including any privately your neighbours, you and your owned pipes that you may share neighbours will be responsible for with your neighbours. You could its repair. If your pipe is leaking, we look for high meter readings, damp will ask you to repair it, but if you fail areas on the ground in dry weather to do so we will carry out the repair or lush vegetation during hot and charge you the cost. If, in temperatures. If you are on a meter extreme cases, the leak endangers we recommend that, if able, you people or property we can cut off should take monthly meter readings the supply until the leak is repaired. in order to check for leaking pipes. If you suspect you have a leak We are currently offering to carry or if you see a leak on the road out up to two leak repairs on a please call our Freephone leakline domestic property free of charge, 0800 434 6104. subject to certain conditions, please refer to Code of Practice If you think that there might be a and Procedures for Leakage on leak on your supply and have a Domestic Supplies leaflet to see if meter at or near your property’s you qualify. Please note that this is boundary, you can check if there is not an emergency call out service a leak. Take a meter reading and and is applicable to external pipes then either turn off your supply at only. If you have a leak within your your internal stopcock or make house you should call a plumber.

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If you have a water meter installed lead was frequently used in you pay for the volume of water plumbing. Accordingly, older you use, which may include properties may have a lead supply leaks from your pipework. If a pipe from their kitchen tap to the domestic property is metered we water main in the road. We do may give an allowance, based treat our water in areas where on past normal consumption, for lead is known to be common in the first leak which occurs, within order to reduce the amount of lead the external supply pipe at the absorbed. property. If, when fitting a meter at your property, a leak is detected Lead taken in by the body we will repair it at our expense if it accumulates over time and is can be repaired without additional known to cause harm. Especially excavation. Otherwise it will be your at risk are children and babies who responsibility to repair the leak, are particularly at risk because although often you will qualify for a of the possible effect on mental free repair as mentioned above. development. If you would like us to sample your water to determine the It is wise to protect against the level of lead within it, if any, free of possibility of burst pipes within charge, call 023 9249 9888. your property. Bursts and other problems may arise due to frozen Accordingly, whilst the water pipes in the winter and can be within our mains is lead free, minimised by insulating pipes and water passing from our mains to water tanks, fixing dripping taps customer’s taps can absorb a small and turning off and draining down amount of lead. We will replace our unused taps. lead service pipe free of charge, if you replace all your lead pipework. Our Code of Practice and Please contact us for details. Local Procedures for Leakage on Authorities sometimes provide Domestic Supplies, available free of grants to assist customers who charge from our Head Office, gives wish to replace their lead service further details. pipe. Interested customers should contact their District, City or Lead pipes Borough Council. Lead is commonly found in the environment. Prior to the 1970’s

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Shared service pipes to find out please contact us. We Some customers share a service would be happy to survey your pipe with one or more of their property to help you determine the neighbours. If this pipe is in poor supply arrangement. condition and affecting the quantity or pressure of the supply, we Badly rusted service pipes will normally require the property Galvanised steel service pipes can owners to share in the cost of become badly rusted with time, and replacing it with separate pipes. this may restrict flow and discolour Normally we will also require the water. If this is the case, you separate service pipes instead of a may like to consider replacing your shared pipe:- service pipe with modern materials.

• if one of the households on the Electrical earthing shared pipe falls into payment Safe earthing of electrical arrears; appliances in your house is your responsibility and your water • if the houses are converted service pipe should not be used for into a larger number of flats or earthing your household electrical homes; installation.

• if the shared pipe has been The provision of electrical earthing interfered with; is not one of our services. Unfortunately, some houses, • if the capacity of the pipe particularly those built before becomes inadequate. 1966, still rely on their water pipe as an earth. If your house is one Any dispute between us over the of these, please remember that requirement for separate service the increasing use of plastic water pipes can be referred to Ofwat pipes reduces the effectiveness of for determination. You may not be your water pipe as an earth. You aware that you share pipes with should consult your local electricity your neighbours. If you experience supply company or an approved low pressure at peak times it could electrician for advice on electrical well be that the supply is shared. If earthing. you are unsure whether you have a shared supply and would like

16 Code of Practice l Domestic Customers

Protection of water supplies • for a double bath - that is any against contamination bath with a capacity over 230 The protection of water supplies is litres/50 gallons; governed by the Water Regulations. These regulations are designed • where a reverse osmosis type to prevent contamination in the water softener system is fitted; water service pipes and distribution mains by preventing backflow, back • For a power shower (pumped siphonage and interconnections and multiheaded variety). of water from other sources. It is our responsibility to ensure that Meter option these regulations are complied with If your property is served by a and we have powers to enter your single supply pipe which supplies property in order to inspect your only you, you may choose to have plumbing. your supply of water measured by a meter. Installation is free for your Abstracts from the regulations are main home. We will carry out a free available on request and should survey and give free advice to help be referred to when carrying out you in your decision. any plumbing works, such as the installation of a washing machine, If your property has low occupancy etc. or a high rateable value, you may save money by switching to a Compulsory metering meter. Since April 2005, all new domestic properties have been automatically Our leaflet ‘Switching to metered. You are also required to a Water Meter’ details the have a water meter in the following meter option scheme and is circumstances: available on our website at www.portsmouthwater.co.uk and • if garden watering is undertaken includes estimates of household other than by hand; water use in a year to assist you in estimating your measured water bill • where the property has an if you are considering switching to automatically replenished a meter. swimming pool or pond with a capacity of more than 10,000 You will have a one-off opportunity litres; 17 Code of Practice l Domestic Customers to revert to unmeasured charging Meter’ gives further details of the up to one month after the issue of Company’s meter option scheme your fourth bill following installation and reversion policy. Call us on or a period of 24 months following 023 9249 9666 for further details or installation whichever is greater, to apply for a free meter. provided that you do not fall within the compulsory metering criteria How to read your water meter detailed above. Metered charges Where possible, we recommend do, however, remain payable for the you read the meter at regular period during which your property intervals and keep a note of the was metered. readings. By reading your meter regularly you will quickly notice any Please note that if a customer high usage which could mean there reverts to an unmeasured charge is a leak. that we do not normally remove the meter. It remains in place as The meter is usually located in the it may be used in the future by footpath or your driveway. Once a subsequent occupier or if the you have found the meter, open the Company commences compulsory cover using a screwdriver, remove metering at some future time. the polystyrene filler which is placed in the meter box to protect Where a meter cannot be installed the meter from frost. at a reasonable expense you will be able to opt for an assessed charge. Most meters are situated within For one bedroom properties with their own meter box. However, a single occupier this charge is some are in pits under a large set at a level that assumes an metal cover that should only be annual usage of 55 cubic metres of removed with specialist equipment water plus the domestic measured and training. Should it be the case standing charge. In all other cases that your meter is in such a pit, and it is set at the average measured you would like us to take a reading, household charge. This charge please phone us on 023 9249 9666. will be applicable from the date on which the meter would have been installed. 0 0 1 0 4 1 2 0

Our leaflet ‘Switching to a Water The meter dial will look something

18 Code of Practice l Domestic Customers like the picture above. You should from the Company and the fittings only note the black figures. These elsewhere. record the number of cubic metres you have used. The red figures If a meter is installed by you or record parts of a cubic metre and your agent it must be approved by are ignored for billing purposes. the Company. We endeavour to The meter in the picture has fit your meter within one month of recorded 104 cubic metres and the request having been received. 120 litres. Your bill would be based Where the Company is unable to on 104 cubic metres only. 1 cubic install a meter within one month, it metre = 220 gallons. will ensure that the customer is no worse off as a result of this delay by Meter siting making a retrospective adjustment Meters can be fitted externally to the unmeasured charges based by the house, in the pavement, on the first consumption reading. or internally. Our usual policy for properties built prior to April 2005, Meter accuracy is to site the meter externally next The types of water meters used to the stopcock, close to the to measure domestic use are property’s boundary. Meters are approved and tested for accuracy fitted free in our preferred location. by the manufacturers before If you would like a different meter leaving the factory. location to that offered, you will have to pay any additional costs. Water meters rarely over-record Alternatively, we can read your water consumption but if you meter up to once a month for you believe your meter is inaccurate, free of charge and advise you of you can ask us to test it. If your the reading. suspicions are confirmed, there will be no test fee and you will be given If the meter is installed externally a refund if appropriate. by you, or your agent, it must be sited in the garden, forecourt When calculating a refund we must or drive in a position where it is assume that the meter has been easily accessible for reading. The over-recording your consumption fittings can be purchased from the since two readings prior to the Company and collected from our event - the last occasion but one depot, or you can obtain the meter when we last read it - unless we

19 Code of Practice l Domestic Customers can prove that the error began on a Vulnerable customers later date. WaterSure tariff If the meter is accurate you will We have a special tariff for have to pay a test fee of an amount individually metered customers who not exceeding £70 where the have to use large amounts of water. test is carried out by removing To be eligible for this tariff you must the meter from the premises, or be on one of eight benefits and a in any other case not exceeding person residing at your property £20. Arrangements for a test can must have a qualifying illness which be made through our Distribution requires the household to use an Department at Head Office. You will additional amount of water or you receive a copy of the test results. must have three or more children under the age of 19 living with you Alternatively you can ask the and in receipt of Child Benefit. Trading Standards Department of your local council to carry out an If you think you are eligible for this independent meter test. tariff, please call 023 9249 9888 for more help and an application form. We can also decide to test your meter. Should a malfunction be Assistance will take the form of detected we may adjust your latest a charge capped at the average bill accordingly. Any adjustment will household charge. Further details be based on how much you have of this scheme can be found in our used in the past when the meter Scheme of Charges booklet. was operating correctly. Helping Hand tariff Tampering with meters If you have a low income or are The meter, and its maintenance in receipt of certain benefits you are our responsibility. It is a may be able to apply for our tariff, criminal offence to interfere with Helping Hand. To qualify for the the operation of a meter which Social Tariff you must have a has been installed for charging household income of less than purposes. the Government’s low income threshold, excluding the following benefits:

20 Code of Practice l Domestic Customers

• Child Tax Credit Changing address If you are going to change address • Personal Independence and you pay by meter, you must Payment give us at least 2 working days’ notice so that we can record a final • Mortgage Interest Relief reading. If you fail to do so, you will be liable to pay our charges up to • Attendance Allowance the earliest of:

• Housing / Council Tax Benefit • 28 days after you do notify us of your move; or • Disability Living Allowance • the next planned meter reading Water bills are then capped at our date; or minimum charge for the year. If you think you qualify for this tariff, • the date on which the new please visit our website, or call us occupiers tell us they have to obtain an application form. moved in.

Arrears Assist If you do not have a water meter If you have arrears on your account and are changing address you of £300.00 or more and have not should notify us of the date on been making regular payments which you are intending to move to your account then it may be beforehand. In all cases please possible apply for help under our contact the Customer Services Arrears Assist Scheme. Once your Department at our Head Office, application has been approved, who will arrange a refund or a credit payments you make after this date on your account if appropriate. we will match. Regular payments do need to be received in line with Company representatives the arrangement we will agree with Please remember that only duly you. If you think you qualify for this authorised representatives of the scheme, please visit our website, Company are entitled to enter or or call us to obtain an application visit premises for the purpose of form. examining water fittings, testing the water or making enquiries concerning water charges.

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All our representatives carry • leaflets, codes and bills in a Company Card with their large print or, upon request, photograph. They are usually in electronically; one of our Company vans. Always ask to see the identity card before • help with meter reading; letting anyone into your house. If you are doubtful, close the door • password facility; and call us on 023 9247 7999. Anyone working for us won’t mind • special arrangements if your waiting until you have checked supply is interrupted. them out. Our booklet, ‘Priority Services For extra peace of mind you could Register’ gives full details of the always register to use a password services and a registration form. when we arrange to visit. You This is available, free of charge, choose a word, which will be used by telephoning our Offices on by the person calling at your house. 023 9249 9666 or online. Only you and our employee will know the password. If the person Water Efficiency calling doesn’t know the password, We have a statutory obligation, don’t let them in. under section 93A of the Water Industry Act 1991, to promote Priority Services Register the efficient use of water by our We have introduced special customers. services which may be of particular help to some of our customers. We have produced a Water These are:- Efficiency Plan to explain how we will be fulfilling this duty. • a bill reading service over the We recognise that, because telephone; water conservation is of such environmental importance, the • a nominated contact facility, efforts needed must be shared by which allows someone else to us and our customers, so the plan deal with your account while also sets out how we ourselves will you are unable to, e.g. through continue to play an effective part hospitalisation; in ensuring that water is used as efficiently as possible. A copy of

22 Code of Practice l Domestic Customers the plan is available, free of charge, from our Head Office.

Our leaflet ‘Save Water Now’ details some simple ways of saving water in the home, which include:

• Turning off the tap when brushing your teeth

• Washing vegetables and salads in a bowl rather than under a running tap

• Only run washing machines and dishwashers with full loads

• Take a five minute shower rather than a bath

• Put a Save-a-Flush bag in your toilet cistern (contact us for a free bag)

We also offer some free water saving devices for the home which can be ordered via our website at www.portsmouthwater.co.uk.

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24 Code of Practice l Domestic Customers

Charging matters

Our Charges are published Most households pay water annually within our Scheme of charges based on the rateable Charges. value of their home, but some may have a water meter. The meter is Water tariffs usually in a special stopcock box at Details of all our current charges the boundary of the property unless are contained in our Scheme of your property was built after April Charges and are available from 2005, when it is usually mounted on our Customer Services Department. the property wall. We have standard charges (tariffs) for: Between 1st April 1990 and 1st April 2005, new properties were • water supply; fitted with an external stopcock box with the facility for fitting a meter. • connecting new properties to the water mains; Since April 2005, all newly built properties have automatically been • disconnecting and re- charged on a metered basis. connecting existing properties to the mains system. Charges will be payable by the occupier of the premises receiving If you are connected to mains or having access to the supply, or sewerage, you will be billed any person to whom the supply is separately for sewerage, usually made available. by Southern Water Services Ltd, so you will need to contact them In the case of premises subject to separately if you are moving a short term tenancy, the Company home or if you wish to address may determine that the supply is queries and complaints concerning made available to the landlord for sewerage services and flooding business purposes and that the from sewers. Their address and landlord should be liable to pay the telephone number can be found water charges. on page 42. Southern Water are an entirely separate company to A person, who is not the occupier Portsmouth Water Ltd. of the premises or is not the person

25 Code of Practice l Domestic Customers to whom the supply is made Measured bills available, may be liable to pay If you live in a metered property, water charges in relation to those your account will comprise of fixed premises instead of the occupier by charges, (standing charge), which or under any statutory enactment or will vary depending on the size by agreement with the Company. of your meter and an additional charge for each cubic metre (220 Price changes gallons) of water used. Standing Water Companies’ annual tariff Charges cover reading and charges are regulated by Ofwat. maintaining your meter along with the cost of issuing bills to you. The amount we are allowed to Metered bills are payable in arrears. charge over a five year period reflects our investment plans for Half yearly bills are normally sent to maintenance and improvements ½" (15mm) and ¾" (20mm) and 1" in levels of service balanced by (25mm) metered supplies. The size savings from efficiency targets set of your meter will normally have by Ofwat. been determined when the supply was laid. The larger the meter the Unmeasured bills greater the amount of water that is Most water bills for customers available to meet your demands. without a meter consist of a fixed Most domestic connections have charge, (standing charge), plus a ½" (15mm) meters. If you are variable charge element based on unsure about the size of your meter the Rateable Value of the property. we will be happy to arrange for a The domestic rating system was representative to call to answer any abolished on 31st March 1990. questions you may have. Meters Subsequently, properties without 1½" (40mm) and over are billed a rateable value were charged a quarterly or monthly. Licence Fee unless they chose to have a meter. Since April 2005, all Where access to read your meter new properties have been metered. has been restricted, we may issue Unmeasured customers are billed an estimated bill to you, based on an annual basis for the charging upon past consumption. We year July 1st - June 30th, with can accept meter readings from charges payable in advance. customers, but seek to obtain at least one actual reading per annum. 26 Code of Practice l Domestic Customers

Payment facilities • Payment by cheque or cash With the exception of Credit Card at any branch of your own payments, we make no additional Bank or Building Society; charges for any of the following payment methods. • By personal visit to our Head Office • By Direct Debit You can pay by cash, cheque, This is the easiest way to pay Debit Card, Credit Card (a because the bank does all the commission charge will be work for you; made). Please bring the whole account with you. Office hours The Direct Debit method are 8.30am to 4.30pm, Monday of payment is available to to Friday; unmeasured customers and consists of 8 monthly payments. • At any PayPoint retailer If you have a bank account and Customers who pay by do not already pay by Direct Debit instalments can make their you can obtain an application form payment at any PayPoint retailer from us and upon completion and free of charge. acceptance by your bank you can start paying by the Direct Debit • By Telephone to our Head method with your next bill. You may Office be able to set this arrangement up Monday to Friday 8.00am to over the phone. 5.00pm. Payments may be made by Debit Card or Credit Metered customers may also pay Card (A commission charge is by Direct Debit. They can opt to made for Credit Cards). Please make one payment per bill or, if telephone 023 9249 9666; they prefer to pay by instalments, opt for a Budget Plan. The budget • By Telephone with a Debit plan fixes monthly payments Card based on past consumption and is Please telephone our 24 hour reviewed once a year. Freephone automated line on 0800 0480 021, and have your • Payment by cash or cheque bill and card to hand at the time at any branch of Lloyds Bank of the call; No charge will be made;

27 Code of Practice l Domestic Customers

• By Telephone with a Credit amount from your benefit to pay Card any amount you owe in arrears Please telephone our 24 hour and cover current charges. If Freephone automated line on you wish to use this facility, you 0800 0480 021, and have your should telephone or write to us, bill and card to hand at the time or contact your Jobcentre Plus of the call. A commission charge Office direct. Alternatively, we will be made; may apply for Water Direct on your behalf. If we do so we will • By Telephone or Online let you know. Banking When using your telephone or With the exception of payments Online Banking arrangements, made by Direct Debit, payments please quote your Account may be made monthly, fortnightly or Number. Our Sort Code is 30- weekly by arrangement. 00-00 and our bank Account Number is 0239 0302; Our normal terms for payment of accounts are yearly, six monthly • Via our website or monthly over eight months, www.portsmouthwater.co.uk however, instalments can be payments by Debit Card or arranged monthly, weekly or Credit Card can be made, fortnightly. although a commission charge is made for Credit Cards. A further explanation of these methods of payment can be found • By Water Direct on the back of all our water bills, If you are having difficulty and within our Scheme of Charges. paying your bill and are claiming Income Support, Income If you find it hard to pay your bill Based Jobseekers Allowance, by any of the above methods, you Income-related Employment and should come to us for advice. In Support Allowance or Pension some cases it is possible to find Credit, Jobcentre Plus may allow alternative methods of payment. the bill to be paid direct to us by deduction from your benefit. If you cannot pay your bill in full If you pay by this means, and on time contact our Customer Jobcentre Plus will take a fixed Services Department. The

28 Code of Practice l Domestic Customers telephone numbers and address low occupancy level. Please see can be found on the inside of the page 17 for details of the free meter front cover. Do not delay - contact option scheme. us as soon as you know you will have difficulty paying the bill. If you contact us we may be able to agree a personal arrangement such as alternative payments. Should it be the case that you are housebound, please contact us and we will arrange for someone to collect your payment.

We operate a Code of Practice on Debt Recovery which is available from our Head Office.

When domestic customers who are charged on a metered tariff receive a higher than normal bill due to a leaking supply pipe, then it may be possible to adjust the charge on the first occurrence following installation of the meter.

For further information, please refer to our Code of Practice and Procedures for Leakage on Domestic Supplies which is available on request from our Head Office.

Some unmetered customers may be able to reduce their bills by switching to a meter, especially customers with a high rateable value or living in properties with a

29 Code of Practice l Domestic Customers

Enquiries and complaints

If we fail to meet certain standards straight away, recording the contact of service, you may be entitled to against your records. Where we compensation. Please see page cannot resolve your complaint 37 for details of our Guaranteed immediately, we will arrange for Standards Scheme. If you have an a Manager to contact you at a enquiry, the address or telephone mutually convenient time. Since number to contact can be found on our telephone calls are recorded, the inside of the front cover. any such contacts are available for review. If you are not satisfied with your initial response from us, please We have Guaranteed Standards in refer the matter to the Customer respect of response times to written Services Manager. account queries, see page 37 for details. Account queries Account queries can be made, in Complaints or queries about person, by telephone, in writing or water services by e-mail. If you wish to make a complaint we recommend you put it in writing In the case of a query in writing and send it to our Head Office: or by e-mail, we will dispatch a substantive reply to you within Portsmouth Water Ltd 10 working days from the date of PO Box 8 receipt of the query. If you request West Street a change to the arrangement Havant by which payment is made and Hampshire that request cannot be met, a PO9 1LG substantive reply will be dispatched within 5 working days from the Sewerage services are normally receipt of the request. supplied by Southern Water Services Ltd. Complaints Should you have any complaints concerning sewerage services about our service please tell us as should be addressed to them. soon as possible. We will attempt Their telephone number is to solve any telephone complaints 0330 303 0277. Southern Water are

30 Code of Practice l Domestic Customers an entirely separate company to issued pending our response to Portsmouth Water. the complaint. In responding to a complaint we will use our best Complaints may, of course, endeavours to: be made by telephoning 023 9249 9888 or in person at • provide a satisfactory the above address. Telephone explanation and advise who to complaints and complaints contact within the Company in person will be handled if you are dissatisfied with the immediately wherever possible by response; an appropriate member of staff, depending on the nature of the AND where appropriate: complaint. Sometimes it may be necessary for us to call you back • apologise and resolve the or make an appointment prior to problem that caused the resolving the issue. If this is the complaint; case we will keep you regularly updated with how your complaint is AND progressing. • consider, without you having Written complaints will be to claim, whether other responded to by staff at redress such as rebate or Department Head level or above. compensation should be provided having regard to any Our response to your written loss, inconvenience or distress complaint and worry experienced; We have given an undertaking to customers under the Guaranteed AND Standards Service to reply in full to a letter of complaint concerning the • inform you which of the provision of water services within provisions for redress apply to 10 working days of receipt. their particular case in the event of their being dissatisfied with a If appropriate a hold is placed on response to a complaint. the account whilst a complaint is being processed. This ensures that no further reminders, etc. are

31 Code of Practice l Domestic Customers

Auditing the complaints automatically by us within 10 procedure working days of our failure to meet The Company Secretary is kept the standard. If we fail to make the informed of complaints responses automatic £30 payment within 10 on a daily basis and receives days of it becoming due then you monthly totals from the Registration can write to claim a further £30 Department detailing the number of payment. complaints made in that period and the time taken to provide interim If you feel you may be entitled to a and substantive replies. payment and do not automatically receive it you should write to us An analysis is made of complaints within three months of the relevant received with a view to revising incident. Disputes about payments internal practices and procedures, under the Scheme can be referred and the services provided by us, to the Ofwat at the address given including the introduction of new below under ‘Settling Disputes’. ones if appropriate. This continuous monitoring and revision will ensure What to do if you are complaints are resolved whenever dissatisfied with a response to possible and should, hopefully, your complaint reduce the occurrence of further If you are dissatisfied with complaints. the outcome of your written complaint you have the right to an Compensation if the Guaranteed independent review by one of our Standard on complaints is not Executive team, who would not met have been involved in the original If we fail to meet the standards complaint process. If you would like contained in the Guaranteed such a review you should write to Standards Scheme (detailed on the Managing Director at our Head page 37) you will be entitled to a Office explaining why you remain payment of £30. Where there is dissatisfied. The Managing Director a balance outstanding on your or one of the Executive team will account, this amount will be respond to your letter within 10 credited to it. Otherwise payment working days. will be made by cash, cheque or a direct payment to your bank In the unlikely event that you have account. This payment is made followed the above procedures

32 Code of Practice l Domestic Customers and are still dissatisfied with the you can ask for it to be reviewed, in responses, you may take the line with their complaints appeals matter to Consumer Council for process. Water - London and South East. The members of this independent If your complaint remains Committee are appointed by the unresolved after it has gone Secretary of State and are drawn through all the stages of our from the local community. There Complaints Procedure and has are regional committees throughout been reviewed by the Consumer the country, each representing Council for Water, you may be the interests of customers. eligible to take your concerns to The Committee investigates WATRS, the Water Industry Redress complaints and provides advice Scheme, who can provide an and information to all water and independent and binding decision. sewerage customers within their Details on how and when to apply Region. Your letter should be can be found at www.watrs.org.uk addressed to the address below. or by calling 0207 520 3801. Further details can be found at our website CC Water London & South East www.portsmouthwater.co.uk. 1st Floor Victoria Square House Our leaflet, ‘A Guide to Portsmouth Victoria Square Water’s Complaints Procedure’ is Birmingham B2 4AJ available from our Head Office. Telephone: 0207 931 8502 For a copy please telephone 023 9249 9666. E-mail: [email protected] Settling disputes - Ofwat Certain disputes can be referred to Your letter should be accompanied Ofwat to determine: by copies of all correspondence on the complaint. Calls to the lo-call • Exercise of works on private number will be charged at the local land; rate. • Connections to water mains and Should you be unhappy with the associated works; way the Consumer Council for Water deal with your complaint, • Charges for requisitioned mains;

33 Code of Practice l Domestic Customers

• Date the main is to be provided Under the Water Industry Act 1991 by (if more than 3 months); you can have certain disputes decided by an independent • The connection point of service ‘source’. We can both choose the pipes; ‘arbitrator’ (person who decides on the matter), or, if we cannot • Terms and conditions of agree, the Secretary of State for the agreements for self-laid mains; Environment or Ofwat can choose one, depending on the type of • Security deposits for dispute. connections to the water main and associated works; We offer an arbitration scheme which allows an independent • Refusal to provide a free meter; arbitrator to be appointed to give a decision quickly and with the least • Providing separate service pipes fuss. All evidence is given in writing for new supplies; (so you don’t need to make a court appearance). The arbitrator’s • Providing separate service pipes written decision is legally binding for existing supplies; on both you and us.

• Adoption of water mains; The disputes which can be decided by an arbitrator are relocation of • Disputes regarding our meters and damage/loss caused Guaranteed Standards Scheme by the Company’s work in the street. Ofwat’s address is: The Act also gives you the right, Ofwat in certain circumstances, to take Centre City Tower legal proceedings against us, for 7 Hill Street any loss or damage caused to you Birmingham by our failing to comply with certain B5 4UA duties under the Act. Tel: 0121 625 1300 Fax: 0121 625 1400 We endeavour to provide a speedy, Minicom: 0121 625 1422 efficient and satisfactory response to any complaints received. This

34 Code of Practice l Domestic Customers procedure details the steps you should take should you have cause to complain. We will do all we can to resolve your complaint in the hope that the means of redress outlined above will not be necessary.

35 Code of Practice l Domestic Customers

36 Code of Practice l Domestic Customers

Guaranteed Standards Scheme

We are required by legislation way you pay your bill and we find to provide compensation to we cannot make the change we will you in certain circumstances, let you know within 5 working days as laid out in the Guaranteed from the date we receive your letter. Standards Regulations. Our payments go beyond the legislative You are welcome to telephone with requirements. queries about bills and payment methods. Most queries can be We guarantee to provide the answered immediately. Where following specific Standards of this is not the case we will advise Service in our daily dealings with you when your query will be you and pay £30 compensation if resolved. Please note, Guaranteed we fall short. Standards payments do not apply to telephone queries. Keeping of appointments If we have to visit your home we Response to written complaints will make an appointment am or We shall respond to all written pm (i.e. before or after 12pm) on a complaints concerning the specific day, or if requested within a provision of water services within period of 2 hours in which the visit 10 working days of receiving your will be made. If we cannot keep the complaint. appointment we will let you know at least 24 hours in advance; either in Meter reading writing or by telephone. Where your meter is not read at least once in a 12 month period, Responses to enquiries about provided access has not been bills and/or alternative methods denied, then a payment will be of payment made. If you write to us with a query about the correctness of your account Supply interruptions we will answer the query within Where a property suffers a supply 10 working days of receiving your interruption of more than 12 hours letter. on more than three occasions in a 12 month period a payment will be If you write to ask us to change the made.

37 Code of Practice l Domestic Customers

Restoration of water supplies 24 hours during which the supply If there has been a planned remains unrestored. interruption of your water supply for any necessary works, we undertake Minimum pressure standard to restore your supply within the As part of our programme for period notified to you. Where the checking leaks we sometimes turn interruption as described above is off sections of mains pipe at night for more than 4 hours we will notify in a programmed way to identify the you at least 48 hours before the sections leaking. We usually do this supply is interrupted. between midnight and 5 o’clock in the morning. If the interruption of your supply is due to an emergency eg a broken These interruptions usually last less distribution main and not a trunk than half an hour. If this is likely main we will restore the supply to cause you a specific problem within 12 hours, 48 hours for a trunk please contact our local office. main. Because the disruption is slight we won’t tell you in advance nor do If the interruption lasts longer than we regard this as a failure to meet 24 hours we must provide you with standards. an emergency supply - normally from standpipes or water tankers. We aim to maintain a minimum pressure of water in a For customers with special needs, communication pipe serving we will provide an emergency premises supplied 10 metres static supply if the interruption lasts more head. In the event of pressure than 24 hours. For more details see falling below 7 metres on two our ‘Services for our Customers occasions, for more than one hour, with Special Needs’ booklet. within a 28 day period, a payment will be made. This payment will Where we fail to restore supplies by normally be made automatically. the notified time a payment will be However, you will need to claim made. within 3 months of the payment becoming due, if we could not Where your water supply is practiably have identified your interrupted you may be entitled to property as having suffered from a further £10 for each additional loss of pressure as described above. 38 Code of Practice l Domestic Customers

If you feel you have a problem with How to claim your pressure please contact our The Guarantee payment for failure Head Office. We will investigate the to meet our standards in respect matter free of charge and report of queries about your water service back to you. charges, keeping appointments, or complaints is made automatically Failure to meet standards within 10 working days of becoming If we fail to achieve these payable. If we fail to make an Standards of Service we guarantee automatic payment when due a an entitlement to a rebate in the further payment of £30 will become form of credit against your bill, or payable, but may need to be by cheque or cash if no amount is claimed by you. outstanding. We hope you will never have cause Payments are £30, except in for complaint but if you feel you respect of restoration of water qualify for a £30 payment under supplies where you are entitled to one of the above standards, and a further £10 for each additional have not received it automatically, 24 hours during which the supply you should write within 3 months of remains unrestored. the incident giving rise to the claim.

We will not make certain payments The address to write to in respect of where our failure to meet specified any claim is: standards is due to severe or exceptional weather conditions, or Claims Department due to other circumstances as laid Portsmouth Water Ltd down by the Government. Please PO Box 8 contact us on 023 9249 9888 for West Street further details. Havant Hampshire PO9 1LG Payments under this scheme do not affect any legal rights you may If we cannot accept your claim you have, to take action for any loss or are entitled to appeal to: damage sustained and are made without prejudice in that they do not Ofwat constitute an admission of liability Centre City Tower on our part. 7 Hill Street Birmingham B5 4UA 39 Code of Practice l Domestic Customers

Compensation policy

The quality of the service you receive is as important to us as it is to you. A high quality service is a vital part of our business. We have always worked to high standards of service, which are reflected in the high level of satisfaction expressed by our customers.

This code contains details of our Guaranteed Standards Scheme and details the fixed payments which may be payable should we fail to meet the specific standards covered by the scheme. However all our standards of service are important and, as a general principle, our employees are encouraged to bring to the attention of their manager any occurrence or occasion which they think may warrant a compensation payment or credit to a customer.

We will consider any matter which we are aware of, and which may warrant a compensation payment, on its own merits and will assess it based on the individual facts, taking into account any loss, inconvenience, distress or worry caused by the unwarranted acts of the Company.

40 Code of Practice l Domestic Customers

Codes and leaflets

The following codes and leaflets are available free of charge from our Head Office. Company produced literature can be made available in large print.

Advisory Priority Services Register Save water now Water quality - Taste & smell Water quality - Lead pipes in your home Water quality - Water hardness & limescale

Water charges Scheme of charges Can’t pay your water bill in full? Application for Water Direct payments Direct Debit Could I save money by switching to a water meter? Your new water meter

Codes of Practice Leakage on domestic supplies Domestic customer debt Exercise of works on land A summary of Portsmouth Water’s complaints procedures

41 Code of Practice l Domestic Customers

Other useful contacts

Our contact details can be found on the inside of the front cover.

Southern Water The Environmental Agency Southern House Guildbourne House Yeoman Road Chatsworth Road Worthing Worthing West Sussex West Sussex BN13 3NX BN1 1LD Tel: 0330 303 0277 Tel: 01903 832000

Consumer Council for Water Defra London and South East Customer Contact Unit 1st Floor Eastbury House Victoria Square House 30-34 Albert Embankment Victoria Square London Birmingham SE1 7TL B2 4AJ Tel: 0207 931 8502

Drinking Water Inspectorate Floor 2/A1 Ashdown House 123 Victoria Street London SW1E 6DE Tel: 020 7890 5956

42 Water saving tips...

Use a water butt to store rainwater for the garden.

Only run washing machines or dishwashers with full loads.

Take a short shower rather than a bath.

Wash vegetables and salads in a bowl rather than under a running tap.

Choose drought tolerant plants which need less watering.

Wash your car with a bucket and sponge.

Turn off the tap when brushing your teeth.

Fix dripping taps and lag pipes to prevent leaks.

Use a mulch to help conserve water and improve soil. NOVEMBER 2017