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Wessex Water’s wessexwater.co.uk

Summer ’19

Wild about Wessexencouraging natural habitats – page 19

Gender diversity our inspiring women

in engineeringpages 8–9

In your areahow we’re supporting yourcommunity – pages 14-18

Blooming brilliantwater saving tips for your garden – page 13

UK’s best beachtravellers rate coastal resorts – pages 26-27

e often hear about species under threat and the amazing conservationwork that goes on to protect their

worldwide survival.

But closer to home we have wildlife on ourdoorstep that also needs a helping hand.

And that’s where Dorset Wildlife Trust’s Get DorsetBuzzing campaign is such a fantastic initiative.

The trust is calling on help to fight the decline ofbees, butterflies and hoverflies by pledging to doat least one thing for pollinators in your garden.See page 19 to find out how you can get involved.

Managing how much water is used in the gardenis also important. Last year’s dry spell saw a hugeincrease in demand for water with people usingmore water outdoors than they normally would.

So when you’re planning your garden for thesummer, as well as thinking about plants that aregreat for pollinators, it’s also worth bearing inmind that drought resistant varieties are often

easier to look after and not as thirsty. Check outour gardening tips on page 13.

We invest in water and sewerage services basedon what matters most to customers and in theinterests of protecting the environment.

During 2020-2025 we’re investing £1.4billion inareas that customers have told us are mostimportant to them. Meanwhile, under our plans,bills, after allowing for inflation, will be no more in2025 than they are today.

This year customers, organisations and otherinterested parties have the opportunity to findout first-hand where we’re investing and howwe’re changing the way we do things.

Our customer and stakeholder forum will seesessions across our region where our chiefexecutive officer and directors explain more – and we’d love to see you there. See pages 14-18

I hope you enjoy the issue.

To contact us or find out more about Wessex Water see our contact details on page 30 or visit:

wessexwater.co.uk

Editor : Marilyn [email protected]

Design: Sally Amouroux

Editorial team: Ian Drury, Lauren East, Eva Jefferies,George Keast, Emily Larque,Pete Orchard, Jan Rance, KirstyScarlett and Tom Thomson

Published by Wessex Water

The Wessex Water MagazineClaverton DownBath BA2 7WW

Print managed by TaskerStoneand distributed by Royal Mail

Disclaimer: While every reasonablecare is taken with all material submitted to The Wessex Water Magazine, the publisher cannot acceptresponsibility for loss or damage tosuch material. The opinions expressedor advice given in this publication arethe views of the individual authors anddo not necessarily represent the viewsor policies of Wessex Water.

This publication is copyright and maynot be reproduced in any form eitherin part or whole without written permission from the publishers.

Cover photo: Bumblebee at Kingcome– Catherine Bolado

WWelcome

We want to hear from you...Write to us at Wessex Water Magazine, Public Relations, Wessex Water, Claverton Down,Bath BA2 7WW or email us [email protected]

6

Marilyn Smith,Group Director ofCorporate Affairs

What’s inside this issue

20

4 In the news – a look at the storiesthat have made the headlines

5 Investing in Bristol’s future – how we’repreparing for a growing population

6 Seeking leaks from the skies – reachingnew heights to spot leaks

7 Got a leak on your doorstep? – how tocheck your private supply pipe for leaks

8-9 Women in water – our inspiring women inengineering

10 Capturing the great outdoors – visit our picturesque reservoirs

11 We’re here to help – meet the team helpingthose struggling to pay

12 The wrong kind of rain – how reservoirs andgroundwater levels replenish

13 Garden watering advice – our tips for keeping plants healthy

14-18 In your area – how we are supporting yourcommunity

19 Wild about Wessex – encouraging naturalhabitats

20-21 Hydrate feel great – tapping into a healthierlifestyle

22 Fine to flush? – latest on the war on wet wipes

23 Do you know your Toiletiquette? – lookingafter your loo

24 Pension Credit Discount – find out aboutPension Credit and Priority Services

25 A better service – improving our service to you

26-27 UK’s best beach – travellers rate coastal resorts

29 Happy staff = happy customers – the importance of well being

30 Letters and contact us – how to get in touch

13

A round-up of how we’ve made the headlines

in the newsGolden flush remains amystery in Bristol There was a Christmasconundrum at our waterrecycling centre in Bristol,where a set of posh denturesended up after being flusheddown someone’s toilet.

We used media and socialnetworks to try to trace theowner of the false teeth,which included a gold toothreminiscent of Joe Pesci’s ‘wetbandits’ character Harry in theclassic Christmas film HomeAlone.

Sadly no match was found,despite our promise to givethe teeth a thorough cleanbefore sending them back.

“People would be amazedwhat gets fished out of thesewers, from children’s toys tomobile phones, and this oftenraises a chuckle among ourstaff,” director Matt Wheeldonsaid.

“But there is a more seriousmessage – items like thisshouldn’t be flushed and cancause blockages and sewageflooding in people’s homes.”

Are you the owner of the posh false teeth? If so, drop us a line.

Grant protects endangeredbird species The Great Bustard Group(GBG), which has reintroducedan endangered species of birdto the UK, received a grantfrom our Biodiversity ActionPlan Partners Programme.

The £4,000 grant will supportthe planting of an 800mhedgerow along SalisburyPlain, shielding the greatbustards who live there fromdisturbance.

Great bustards are one of theheaviest flying birds alivetoday and can be found acrossEurope, but in 1832 the rarebird became extinct in the UKdue to hunting andagricultural changes.

The GBG has successfullyreintroduced the species overmany years and they nowrequire special protection.

Our regulatory scientist DaveJones said: “We’re reallypleased to be able to supportthe continued reintroductionof such an iconic specieslocated in the heart of ourregion.”

Partnerships increasesupport for foodbanks Helping customers in hard-to-reach areas has long been oneof our priorities, and we’vetaken that a stage further bysupporting foodbanks.

One project involved staff atour regional offices anddepots organising collectionsfor eight foodbanks andhelping to distribute anincredible 100kg of food and toiletries.

We work closely with a range of debt advice partners,who are able to speak to ourcustomers at foodbanks andmake them aware of theaffordability schemes wehave available.

A partnership with BristolWater enables us to help outat more foodbanks in the city,and dedicated funding willensure this support spreadseven further.

In the last financial yeararound £1.3millionemergency food parcels weregiven out to those in needfrom foodbanks across theUK, and more than 120,000 of these were in the SouthWest alone.

Check out our new-lookcompany website Anyone who has visited theWessex Water website latelywill have noticed a fewchanges.

Given a bright new look andadopting a mobile-firstapproach, the site is fullyaccessible via desktops,mobiles and tablets acrossmultiple browsers. Thisenables customers to easilyview our services at any time and on any device.

The new design and easynavigation has been builtfollowing feedback fromcustomers, who can now findanswers quickly on the homepage or by using the FAQssearch bar and live chat.There are also quick links toour careers and about ussections, keeping you betterinformed than ever aboutwhat we do.

Visit wessexwater.co.uk

For news as it happens, orif you want to share newswith us, follow us on Twitter @wessexwater

4 Wessex Water Magazine Wessex Water Magazine 5

t’s no secret to Bristolians that theircity is growing rapidly. A target is inplace to build 26,400 new homes by2026 and a large portion of these

will be popping up across the north ofthe city.

While this is an exciting phase for Bristol, a growing population comeswith a growing demand for services.That’s why we’re investing £55million ina new relief sewer for North Bristol toensure the sewerage network can copewith ongoing and future developmentin the area.

Construction is scheduled to begin in September 2019 and will takeapproximately two and a half years tocomplete.

The sewer will be 6km long, starting inLawrence Weston, from our existingBristol trunk sewer, and finishing inCribbs Causeway to join our new FromeValley relief sewer, which we have justbuilt from Frampton Cotterell to Bradley Stoke.

Once connected, these new sewers willdirect waste around North Bristol to ourwater recycling centre in Avonmouth.

Tunnel visionThe majority of the work will be carried out by tunnelling underground,meaning we won’t always be diggingtrenches in roads and other publicspaces.

Andy Palmer, project manager for thework, said: “We’ve taken every steppossible to minimise disruption tolocal communities and tunnellingunderground forms a big part of thiscommitment.

“For most of the scheme, customerswho live in the North Bristol area won’t even know we’re there, as we’llbe underneath them! We’re eventunnelling under a section of the M5 motorway.”

The North Bristol relief sewer forms an essential part of our long-termsewerage strategy for the next 100 years. Find out more by visitingwessexwater.co.uk/nbrs

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Investing in Bristol’s future

“We’re investing £55millionin a new relief sewer forNorth Bristol to ensure thesewerage network can copewith ongoing and futuredevelopment in the area”

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Got a leak onyour doorstep?

step 1Turn off your internalstop tap – it’s usuallyunder the kitchensink.

Report the leak to us and we’ll send a leak expert tovisit you.

step 2

step 3

Find your water meter – it’s usually outside. If the dial is stillturning, you might have a leak.

You might be surprised to know thataround 30% of water leaks occur on thepipe between customers’ homes and ourwater mains.

While this pipe is the responsibility of the homeowner, we’ll repair it free ofcharge provided it’s accessible and is nolonger than 12 metres in length. Where we can’t repair for free or the pipe is longerthan 12 metres, we’ll still give help andadvice.

If you’re on a water meter, it is simple to check for a leak. Just follow our stepsopposite. We’ll generally give you a leakallowance if you’re on a water meter andyour bill has gone up.

Don’t worry if you’re not on a meter – thereare several ways to tell if you might have aleak on your private supply pipe.

You may have a leak if you notice:• areas of lush vegetation• a hissing noise at your internal stop tap• damp patches on the ground during dry weather• pooling of water in an area when it

hasn’t been raining.

Wessex Water Magazine 76 Wessex Water Magazine

fleet of 10 unmanned aerialvehicles (UAVs), fitted withleak-spotting thermal imagingcameras, scoured the region

at dawn on cold winter mornings at thebeginning of this year.

Led by our in-house drone pilot CorinneRiley (pictured), the team were able todetect leaks which might not be visibleto the naked eye and ensure they wererepaired quickly.

Corinne, who is fully licensed by theCivil Aviation Authority, explained: “We went out with the drones atsunrise in January and Februarybecause it’s easier to spot anunderground leak when the ground isat its coldest.

“Potentials leaks showed up as warmcoloured patches on our thermalimaging cameras, while the drones

have a mapping function which allowsfor detailed ‘before and after’ photosand helped with our analysis.”

Over the last decade we have investedalmost £100million in renewing supplypipes in the Wessex Water region.

While last year’s cold weather blast –‘The Beast from the East’– leftthousands of people in the UK withoutwater, our customers didn’t suffer thesame fate thanks to this programme ofpipe renewal, careful planning andinvestment in a water supply grid thatmoves water around the region.

Ashlea Lane, director of water supply,said: “We’re always looking to improvethe way we do things, and using dronesallows us to save time, energy andeffort and means we can operate moreefficiently.

“We have dedicated teams on the huntfor leaks all year round, and we’llcontinue to use land-based detectionmethods and replace ageing mains onour network.

“But advances in technology can onlyhelp us, and we’re convinced thatdrones will play an increasing role thisyear and beyond.”

Leakage has halved in our region sincethe mid-1990s and we’re committed toreducing it even further. To report aleak or find out more visitwessexwater.co.uk/leaks

We’ve stepped up the use of drones to spot leaks on the 7,300 miles of underground pipeswe look after in the region.

A

Image captured from the drone

Seeking leaks from the skies

Reaching newheights to spotleaks from the sky

Water Supply UpdatesSign up today so we can keep you informed if there’s a supplyproblem in your areaText UPDATES and your postcode to 84600

Messages to this number are free, but you may wish to check with your network provider if there are any additional charges. For information on how we look after your personal datavisit: wessexwater.co.uk/privacy-policy

We repair an average of 1,200 leaks a month.If you suspect a leak, please report it online at wessexwater.co.uk/leaks or call 0345 600 4 600 so we can investigate further for you.

8 Wessex Water Magazine

Womenin water

t’s safe to say that workplacegender diversity has come a longway in recent years across multipleindustries. We’ve seen an

international push on the matter,including increased pressure forcompanies to publish and worktowards closing their gender pay gap.But there is still a lot more work to do.

The water industry is no different.Turning back time to 30 or 40 yearsago it would have been consideredunusual for a woman to be out in thefield fixing leaks, treating water orlaying new pipework. Womengenerally worked in offices, in clericaland administrative roles.

At Wessex Water things look a lotdifferent nowadays. We have womenworking across all areas of thebusiness, including engineering,construction, customer services,operations and IT, in entry levelpositions and senior leadership anddirector roles. However, our genderbalance is still heavily dominated by men.

Jo Gordon, head of human resources,said: “We know that we can do morefor our customers if we reflect the

diversity of the communities we serve.Plus, it’s proven that businesses withdiverse workforces outperform thosewithout.

“We have already taken a number ofsteps to make the business moreaccessible and attractive to women.For example, we have enhanced ourflexible working policy to make it workfor all employees and new recruits.

“This is beneficial to both men andwomen, but particularly for newparents who are either returning towork after maternity leave or lookingfor a new role with us. We also includethe strapline ‘happy to talk flexibleworking’ on all job adverts where it isoperationally feasible and we reviewthe wording of our adverts on anongoing basis to ensure they aregender neutral.”

There’s a clear need to hire morewomen at all levels and in all areas ofthe business, so enlisting the help ofsome of our female workforce as rolemodels has proved successful in ourrecruitment process, particularlyamong school, college and universityleavers.

Managing director of engineering and construction, John Thompson,said: “We engage with schools,colleges and other youth groups such as local girlguiding and scoutingorganisations to raise awareness ofour technical apprenticeships.

“Whenever we conduct a visit wemake sure it includes a femaletechnician to inspire young women toexplore long-term career options withus in engineering or operations”.

“We’re really pleased that currently 11 per cent of our technicalapprentices are female – considerablyhigher than the national benchmark –and 17 per cent of apprentices overallare female. But we still have a longway to go, so we’ve embarked on acompany-wide project to improveinclusion and diversity for the futuresustainability of the business, led bymanaging director of customer andretail services, Charley Maher.”

I

Ahead of International Women in Engineering Day in June, we want to proudly showcasesome of our fantastic female team members in engineering and construction roles, as wellas share what we’re doing across our wider business to improve gender diversity.

What made you want to pursue a career in engineeringand construction?I originally started my career with Wessex Water in customerservices and operations. I was actually the company’s firstfemale sewerage inspector! I then became a customerinspector in engineering and construction to gain moreknowledge and understanding of a different department. Iwanted to challenge myself and to show my managers andcolleagues that women can do this job just as effectively astheir male colleagues.

What do you enjoy most about being a customerinspector?I enjoy helping people, that’s always one thing I have beenpassionate about. I also enjoy the challenging jobs such as nowater and low pressures and understanding how differentequipment and technology works. It’s a very rewarding job,you feel like you have achieved something when a job getscompleted, or you help a customer who has had anemergency. There is always something to do and every day isvaried.

Are there any women in your life who have inspired youto go down this career path?There are many women in my life, my grandparents and mymum have encouraged me to go beyond my comfort zone andinspired me to achieve what I am capable of. I have beenbrought up to do my best. I’ve always wanted to make a pointand put myself out there. So, I can encourage and maybeinspire other women to go for these jobs. I want to prove toothers that there is no need to have this barrier, or stigma that

still follows these job roles around. The women in my familyare confident, outgoing and hard-working, which has mademe who I am today. I am still very young and still have a longway to go in my career, but doing this job and getting theexperience gives me a massive advantage.

What would your advice be to other women looking toget into engineering and construction roles?If you’re passionate about something or want to trysomething new, just go for it. Make sure you do research andif possible try and speak to people who are doing the job.Don’t be scared about applying for something that you wantto do because it’s male dominated, there are more and morewomen out there now doing these jobs. Even if you don’t getit first time don’t let that put you off, apply again and alwaysthink positive. I am currently the only female in the companydoing this job and I would love to see more women applyingand joining different teams within Wessex Water.

Lucia – customer inspector

Helen – critical sewers engineerWhat made you want to pursue a career in engineering and construction?I like to fix problems, and there’s such a diverse range of challenges in engineeringthat if you enjoy trying to fix problems, it’s a really satisfying place to work!

How have your team supported you throughout your career at WessexWater?My team are brilliant, and we are all supportive of each other, ready to help out orassist when problems crop up. My manager has always encouraged me to takeownership of more challenging projects and provided training opportunities forfurther development.

Tell us about your recent trip to Sydney, what was it for, what did you getout of it?I won the United Kingdom Society of Trenchless Technology (UKSTT) YoungProfessional award last September and was awarded a travel bursary to further my knowledge of the industry. With Wessex Water’s support I travelled to Australiafor a visit to Sydney Water, which was an incredible trip. As an industry we havesimilar problems around the world, and it was very interesting to see the differentapproaches Sydney Water uses, while sharing our own experiences and expertise.

What would your advice be to other women looking to get into engineeringand construction roles?It’s a great industry to work in. Don’t be scared of making mistakes or asking forhelp while you’re gaining experience. It’s a process everyone goes through whenstarting out in a new industry, regardless of gender!

For more information on the career opportunities available with us visitwessexwater.co.uk/careers

We know there’s aneed to hire morewomen at all levelsand in all areas of

the business

Wessex Water Magazine 9


Capturing the great outdoors

meet the team...

Our social policy team aims to help any customers who may be strug-gling to pay their bill. They are a friendly voice on the end of the phone,ready to offer help and support through any financial difficulties.

We sat down for a chat with team leader Shannon and team memberAaron to find out how the team helps our customers.

Describe a typical day? Aaron: We work through the postaland online applications that areallocated to us. We also take callsfrom customers and respond in realtime on live chat. Customers contactus directly or sometimes they aretransferred to us from our customercontact centre.

What can customers expect?Shannon: We try to make it as easyas possible to pay your water bill andany outstanding debts. We can helpwith payment plans, reduced rates,the Pension Credit discount and ourpriority services (see page 24).

Aaron: Everyone has differentcircumstances and we listen andreassure customers that we will dosomething to help. Everyone knowssomeone who has had a strugglewith money, and we always try tokeep this in mind.

What’s the best part of yourjob? Aaron: I know that every day I make adifference to someone. It’s a nicefeeling. We also really get to knowand understand our customers; oftena call can start off with a customersounding understandably stressed,but by the end they are much morerelaxed and happy.

Shannon: We also get to tell people the good news that they’vecompleted repayment plans. It’s niceto see the whole process and gettingsomeone back on track is a really nicefeeling.

What advice can you givecustomers? Shannon: Talk to us as soon as you think you might be in trouble,whatever the circumstances. We area really friendly team and we’re here

to help. The sooner you contact us,the more we can help.

Aaron: You might want to bury yourhead in the sand about your bill, butcall us instead. Don’t struggle, wewant to help.

We’re here to help

If you’re struggling to payyour water bill, please contactthe social policy team 0345 600 3 600 or visit wessexwater.co.uk/your-account/help-paying

You can also find water savingtips and order a free watersaving pack by visiting wessexwater.co.uk/savingwater

Stop, look and celebrate our beautiful region and take a moment to explore newplaces and admire wildlife right on your doorstep. It’s time to grab your camera andcapture some of the West Country’s most picturesque sites.

Sutton BinghamSomething for everyone!

Located near Yeovil, Sutton Binghamhas everything you need for a greatday out. Facilities include sailing andcanoeing clubs, a nature trail, children’splay area, a picnic area and more.It’s also a popular water for fly fishingwith regular tutorial and family funfishing events taking place throughoutthe season. #SuttonBingham #LoveYeovil#EnjoyTheView

DurleighA coarse angling mecca

Durleigh reservoir, near Bridgwater, isdedicated to day ticket coarse fishing -ideal for anglers seeking to catch carp,pike, bream and roach.

You never know what you might catchnext!#AnglerLife #InstaFishing#OnTheBank

ClatworthyTake in the beauty of

Clatworthy reservoirLocated on the edge of ExmoorNational Park. It’s the perfect settingfor both fly fishing and walking. Take a stroll around the ClatworthyRound, it offers fantastic views of thewater and surrounding countryside.Follow the short nature trail or walk theentire five-mile perimeter, to discoverwoodland wildlife. #Clatworthy #LoveForSomerset#NatureWalks

Hawkridge Variety is the spice of life

at Hawkridge.Hawkridge, near Spaxton in Somerset,is the place to be if you are a fan offishing. Rainbows, blues, tigers andgolden trout can be fished andif you ever need any advice or tips,speak to ranger Gary Howe, who hasmany years of experience.#Hawkridge #FlyFishing#FishingLife

Follow us on Instagram: @wessexwater_Follow our page to see the latest behind the scenes snaps of the sites we work to protect and look after.Plus! Don’t forget if you are visiting one of our sites, tag #WessexWater for the chance to be featured on our page.

oliday season means many ofus are hoping for a repeat oflast summer’s gloriousweather, which was the joint

hottest on record in the UK.Demand for water soared by 20% inour region when temperatures wereat their highest in 2018, but we wereable to manage our reservoir andgroundwater levels to ensure thatenough water was available foreveryone.Rain eventually returned in the formof short, sharp showers, which wasgood news for topping up ourreservoirs but less than ideal for re-stocking groundwater.Water resources data analyst EmmaWey explained: “Around 70% of the water we abstract is fromgroundwater sources, which takemuch longer to recover from dryconditions than reservoirs. “One of the consequences of theheatwave last year was sun-bakedground, which meant any heavyrainfall ran off the surface ratherthan seeping into the ground.“Light, persistent rain is actuallypreferable to intense showers whenit comes to groundwater, as it allowsfor the ground to recover moregradually and soils to becomesaturated. “Soils reached record levels ofdryness last July, so it is possible tohave the wrong kind of rain!”November was the first month afterthe 2018 heatwave that saw

significant rainfall – 122mm, or 113%of the monthly average. The sixmonths prior to this (May to October)saw only 60% of what would beexpected for the time of year.Meanwhile, total reservoir storagein our region was 37% at thebeginning of November – the lowestit has been since 2003 – and it wasnot until February this year that they were restored to full capacity.There has been plenty of talk in the national media about futurewater shortages if scorchingsummers become the norm, butcustomers who use water sensiblyneed not panic. Like all water companies, we plan forperiods of dry weather to make surethere is enough for all homes andbusinesses and that our local riversand wildlife are protected. Aimee Shaw, head of waterresources, said: “We’re confident wehave sufficient resources to meetdemand for the next 25 years andbeyond.“We’ve halved leakage on ournetwork since the mid-1990s andinvested £230million in a watersupply grid, enabling water to bemoved around to where it’s needed most.“That said, we always encourage our customers to use waterresponsibly for the benefit ofeveryone and the environment.”

The wrong kind of rain? It’s not as bizarre as it sounds. Pete Orchard exploreshow reservoirs and groundwater levels replenishvery differently after spells of dry weather.

H


Think your garden needslots of water to flourish?Think again...

Follow our tips below and your garden willreward you.

• Give the tap a rest and save rainwater in awater butt. Plants and pond life prefer it.

• Always water in the early mornings orevenings when it’s cooler so less is lost toevaporation.

• Cover your soil with bark or stone chipmulches to retain moisture so you need towater less often.

• Use water retaining granules in pots andhanging baskets to reduce the need forwatering.

• Cultivate trees, shrubs and hedges toattract wildlife and give plants extrashade.

• Put saucers under containers to catch run-off.• Let your lawn turn brown – it will soon

recover when the rain returns.

Using less water can also be achieved bychoosing plants that thrive in dry conditions.

Common sage, geraniums, lavender, lemonthyme, perovskia ‘blue spire’, rosemary andverbena are all suited to heat and lightwatering. The same applies to house plants –cacti and succulents need less water too.


It is possible to have a water efficient garden that is awash with beautiful plants and a haven for wildlife.Don’t worry, we’re not about to impose a hosepipe ban. There hasn’t been one in our supply region since1976. But saving water makes sense for everyone, whether you’re a metered customer looking to savemoney or thinking about the future for your family and the environment.


Over the last few months we’ve been working hard to connect with your community and our people at Wessex Water have got involved. These are someof the ways we’re making sure we make your community our priority.

Community ChampionsA community champion is a member of our staff who represents their localarea. Our staff are proud of wherethey live and their communities, soget in touch if there is a local groupyou think we can help.Community champions may take partin our charity funding panels, supportlocal volunteering or helping with thespeaker service for community groupsin the area.

Wessex Water Community FundWe are delighted that the first awardsfrom the Wessex Water CommunityFund have helped more than 45community groups and charitiesacross our region to build strongercommunities and share theimportance of access to water as anessential part of community life.

Get Water SmartOur education advisers have been outand about across the region providingfree education services, supportingscience fairs, giving workshops at

local schools and helping schoolgroups visit our sites. Get in touch todiscover the amazing world of howwater reaches your taps and howwaste water is dealt with safely.

Hydrate Feel GreatStay healthy and hydrated! We’vesupported local youth sports teamsand provided water for local runs andchallenges taking place in your area.We’re also working with local councilsand community groups to help providepublic access to tap water refill points.

Water Force VolunteeringOur teams of volunteers love to getout and help in the local community. Ifyou know a local charity that could dowith some team help, get in touch [email protected] contact your local communitychampion.

Wild about WessexGet out and about to enjoy ourreservoirs and reserves. Visitinggreen spaces can help improve yourhealth and wellbeing and there are somany ways you can take part – fishing,walking, birdwatching or sailing toname a few. We’re working to improvefacilities and accessibility for all.

Watermark awardsOur environmental Watermark awards have also supported manysmall community projects to promoteconservation and get communities of all ages engaging with their localwildlife and green spaces.

Don’t forget to say hello!Come along and meet us in person at events we’ll be at this summerseason in your area and pick up arefill bottle or some water saving kit.

Kirsty Scarlett, Head of CommunityEngagement

find out more about what’s happening in your area at wessexwater.co.uk/community

Our Community commitment...

Kirsty


DorsetIn your areaWessex Watercommunity

Known for it’s impressive Jurassic Coast and popular beaches, Dorset contains not only many fossilsand millions of years of geological history, but also a passionate sense of community. With plenty of activities and sights to see, you’re never far away from something to do, and with your support we’vebeen able to enhance your area by working on some great local projects.

James Lovell – Divisional wastemanager south“I want the local residents to recognise me asa person they can rely on to learn aboutwhat’s going on in the area and to offer aninsight into what we do. Being an activecommunity member, I helped to assess theapplications for our community fund lastyear to support the local organisations.”

Richard Mullins –Engineering technician“With a long history of volunteering forlocal charities, I want to share myknowledge about the county with thecommunity. I plan to visit the localcharities we’ve supported to see theimpact we’ve made.”

Meet your community championsProviding multicultural lunchesin BoscombeOur Wessex Water Community Fundis helping to cover the costs of theUnity International Lunch introducedby the Training and LearningCompany. The lunch gives new ethnicminority residents and long-termresidents a chance to meet over foodto build an appreciation of differentcultures.

A new pond for Marshwood CEPrimary School in BridportMarshwood CE Primary Schoolneeded help to repair and expand itspond which had fallen into disrepair.So that they could rebuild thefacilities often used as a learning toolfor the schoolchildren, we chose togive the school a Watermark award.

Pine pulling at Tadnoll HeathNature Reserve in DorchesterDespite the wintry weather, a teamof 12 Water Force volunteers headedout in November to help the DorsetWildlife Trust carry out someessential pine pulling at TadnollHeath Nature Reserve, to helpmaintain the heathland.

Events 2019 – come and meet us16 July Customer and stakeholder forum –Hamworthy Club, Magna Road, Poole, BH21 3AP

14 August Gillingham and Shaftesbury Show

7 – 8 September Dorset County Show, Dorchester

Customer andstakeholder forums

To register for ourcustomer and stakeholdermeetings take a look on ourwebsite or social mediachannels for furtherinformation.

We look forward tomeeting you!

find out more about what’s happening in your area at wessexwater.co.uk/community find out more about what’s happening in your area at wessexwater.co.uk/community


SomersetIn your areaWessex Watercommunity

Somerset is home to a variety of landscapes and culture. From coastal cliffs to moorland, agriculturalshows to festivals, there’s something to be found for everyone in the UK’s seventh biggest county. With plenty to do in Somerset we like to get out and about with the locals to enjoy the community environment we share.

Rebecca Hind – Divisionalwaste manager west“With a long career in water andwaste water treatment, I know howimportant the water industry is toboth our local communities and theenvironment. After recently joiningthe company, I was keen to becomea community champion to support

my local neighbourhoods to promote the great work thatthe business enables.”

Lauren East – Social mediamanager “Like many other employees atWessex Water, I’m very lucky to callSomerset my home. I love thecommunity spirit there is here,and by becoming a champion, Iwas able to join the SomersetCommunity Fund panel and helpgive back to the communities we serve.”

Meet your community championsProviding a community Sunday lunch inStreet, SomersetCrispin Hall and Crispin Community Centre runevents, workshops, groups and classes to enrichthe lives of all people. Our Wessex WaterCommunity Fund has helped the centre providea Sunday lunch project which includes freetransport to the hall, lunch or afternoon tea andentertainment provided by local clubs.

Supporting river restoration in YeovilWe gave Yeovil Rivers Community Trust aWatermark award to go towards theirrestoration project to help improve thewatercourses and adjoining green spaces foundat Preston and Dodham Brook. By doing so, awater vole has returned to its former habitat.

Decorating at Ditcheat Primary SchoolOne of our dedicated staff members organised aWater Force volunteer day for nine of ouremployees to decorate Ditcheat Primary Schoolduring the February half-term holiday. Theymanaged to give the schools’ classrooms andhallways a fresh new look and the children werevery grateful for the changes we had made.

Events 2019 – Come and meet us15 July Customer and stakeholder forum –Taunton Cricket Club, Taunton, TA1 1JT

16 August Dunster Show, Minehead

21- 22 September Somerset County Show,Taunton Racecourse

Wiltshire In your areaWessex Watercommunity

Through our community programme, we’ve been supporting projects in the picturesque county of Wiltshire to preserve its nature and wildlife and support the people who live here.

Prince Scott - Keyaccount manager “When I was asked if I wasinterested in becoming acommunity champion forthe Wiltshire area, I waskeen to be involved as Iwanted to make a

difference by helping less fortunate people livingin my local area.”

Gillian Sanders – Planning liaisonmanager “I’ve been a towncouncillor for Corshamsince December 2017which has helped meunderstand the priorities oflocal government and thecommunities they serve. Ifelt I could use what I hadlearned in this role to benefitWiltshire further by becoming a Wessex Watercommunity champion.”

Meet your community championsSupporting vulnerable adults in Devizes One of the charities we’re supporting through ourWessex Water Community fund is Devizes OpenDoors, acharity combating homelessness in the town. Theorganisation offers one-to-one support to vulnerableadults as well as preparing and serving food. Our fundingwill help them run their laundry and shower services,helping to benefit more people in the area.

Reducing single-use plastics in Bradford on AvonTo mark the 25th anniversaryof our Wessex Watermark, weprovided £1,500 to Bradford onAvon Town Council, ClimateFriendly Bradford and Bradfordon Avon Preservation Trust tohelp them install threedrinking and water bottle refillfountains. These fountains willhelp people in the area to stay

hydrated and reduce their plastic use.

Volunteering with The Woodland Trust in

Chippenham To commemorate soldiers from Wiltshire who lost their lives in the First World War, our staff volunteersjoined theWoodland Trust,ChippenhamBorough LandsCharity andWiltshire Councilto plant 1,000 trees in theirmemory.

Events 2019 – come and meet us1 July Customer and stakeholder forum –The Guildhall, Salisbury, SP1 1JH

21 September Country Comes to the City, Salisbury

5 October Wiltshire Bee & Honey Day, Devizes



ur region encompassessome of England’s mostenchanting spots. Whetherit be the Dorset coastlines,

the rural hills of Somerset, theliveliness and historical sites of Bathand Bristol or the World HeritageSites found in Wiltshire.

With such an environmentally richregion, we believe it is part of ourduty to maintain and enhancecommunity spaces alongside localcharities and organisations, toprotect the environment and improvethe lifestyles we have.

We’re supporting Dorset WildlifeTrust with Get Dorset Buzzing – acampaign set up by the charity inresponse to the national decline inbuzzing bees, butterflies andhoverflies.

We’re calling on you to join thecampaign and make small differencesin your garden to encourage wildlife.You could plant water efficientpollinator friendly flowers, buildhabitats or just leave a third of yourgarden to grow ‘wild’.

Dr George McGavin, TV presenter,entomologist and president of DorsetWildlife Trust, says: “Whenever I see a neat garden with a striped lawn andtrimmed borders I think, ‘Oh dear,that’s not great for insects.”

He recommends taking a step backon the preened perennials andletting your garden grow a wildpatch.

“Have your lawn if you want to, butdon’t worry if you get dandelions in it, or clovers.”

wild about Wessex!O Get involved

Take the pledge and sign up to helpDorset get buzzing again. To help youalong the way, you’ll receive a freeguide and a free pack of wildflowerseeds.

The information provided in your freepack will help you learn how to recordthe growth of your garden wildlife and take action including how to builda pond, use less plastic, and attractpollinators and other wildlife to yourgarden.

For more information and to take the pledge go to:www.dorsetwildlifetrust.org.uk/gdb-signup


Bristol, BANES, Noh Somerset andSou Glouctershire

In your areaWessex Watercommunity

Tom Reynolds –Conservation, access and recreation manager “I've lived in north-west Bristol forover 10 years. It is a vibrant, excitingcity with fantastic green spaces forrecreation – something which I'mpassionate about. In my role as a

community champion, I hope I can have a positive impacton both the people and wildlife of Bristol.”

Ian Drury – Head ofcommunications “Last year I assessed theapplications for our communityfund, which saw a number oforganisations put forwardprojects that desperatelyneeded financial support. Iwanted to be involved to supportthe organisations which provide services and activitiesthat my local community relies on.”

Meet your community championsWhile all these areas are closely interlinked, eachregion has its own individual merit. Here’s how wehave been supporting these areas and what we’ll bedoing in the future.

Helping people with learning difficultiesfind a career in North Somerset A project we’re supporting through our WessexWater Community Fund is Strawberry Line Café in Yatton which aims to provide real paid jobs andindustry standard training to adults with learningdisabilities who want to work in the catering andhospitality industry.

Supporting the mental health of adults in Bristol We gave the Lawrence Weston Community Farmin Bristol a Watermark award for their ‘WoodlandWellbeing’ project. This provided the opportunityfor adults who are struggling with depressionand anxiety to take part in conserving a wildlifehabitat.

Collecting and recycling Christmas treesin Bath At the start of the year, we helped DorothyHouse Hospice collectand recycle more than250 Christmas trees inthe Bath area. A team of12 staff volunteersspent their Saturdaycollecting trees anddropping them off formulching to help thehospice raise £26,000.

Events 2019 – come and meet us1 June Bath Festival of Nature

8 – 9 June Bristol Festival of Nature

2 July Customer and stakeholder forum – BathRacecourse, Lansdown,Bath, BA1 9BU

Bumblebee at Kingcome – Catherine Bolado


hydrate feel greatT

in 2019

Kickingdehydration out of sport To support local sports teams, we havebeen sponsoring their kit and providingthem with refillable water bottles. The bottles will help the teams stayhydrated on matchdays while also reducing the amount of single-useplastic.

These are some of the sports teamswho have made hydration their goalthis year.

Wells City FC under 11s“We requested that the children notbring single-use plastic bottles totraining and matches some time ago,”

said coach Mark Baggelaar. “Therefore,having the reusable water bottleshelps our players remain hydrated,while showing responsibility for theenvironment.”

AFC Corsham Under-12s Coach Chris Sparey said: “We’re reallygrateful to Wessex Water forsponsoring our kit, which looksfantastic. The boys know all about theimportance of staying hydrated,especially when playing or training, sothe water bottles are very welcome.”

Bath City Youth Under-9s“We’re delighted to support Bath CityYouth Under-9s and wish them asuccessful and enjoyable season,” saidstaff member Ruth Jefferson whopresented the team with their new kitand bottles.

If you’re the coach of an under-16ssports team or younger in our watersupply region and are looking forsponsorship, get in touch [email protected]

Hydrated workforce is ahappy workforce It’s not only important to us that our customers stay hydrated,we also encourage all staff members to drink plenty of tapwater so that they can also reap the benefits.

To promote a healthy lifestyle in our company, we offered allmembers of staff taking part in a running/sporting event thisyear a free refillable water bottle.

Lots of staff took us up on this offer, including businesssystems and change team leader Mariusz Hoszko whorecently took part in the 2019 Bath Half Marathon.

“I will be able to use this refillable water bottle in any futurerunning events that I take part in. It will help me stay hydratedduring races while also helping me to use fewer single-useplastics,” he said.

hat are we doing to help makesure you stay hydrated in future?

We are working in partnershipwith local communities to roll out waterrefill points across the region.

They will start to appear later this year, sokeep an eye out to see if one is installedwhere you live.

The points will provide you with a locationyou can use to refill your water bottle whenyou are out and about. They will help ourcustomers stay hydrated in addition tohelping them to use less single-use plastic.

Also, we have been awarding Watermarksfor 25 years now, so to celebrate reachingthis milestone we are going one stepfurther in our fight against single-useplastics by providing extra funding togroups installing water refill points in theircommunities.

To find out more about ourWatermark 25 scheme, please visitwessexwater.co.uk/watermark

WRefill not landfill

We want to make sure everyone in our region taps into a healthier lifestyle by staying hydrated all year round. Tom Thomson looks back at what we have been doing to ensure our region stays refreshed and what we have in store for the future.


fine to flush?Our director Matt Wheeldon explains how the war on wet wipes has not yet been won.

t the start of this year our industry body Water UKannounced the first Fine to Flush standard for moisttissue wipes, with a new logo to help avoidconfusion and reassure customers.

Products must meet water companies’ own stringent teststo be deemed Fine to Flush, but so far these wipes are notwidely available at major retailers and supermarkets.Instead, many leading brands still adhere to old andinappropriate standards set by the European industry bodyEDANA, which represents the wet wipe manufacturers.

Back in 2016 we initiated a campaign against themisleading branding and marketing of so called “flushable”wet wipes, compiling an evidence report that was sent tothe Advertising Standards Authority (ASA) and co-signed byenvironmental groups like City to Sea and MarineConservation Society.

Our report, which highlighted how wipes often containplastic and don’t break down like regular toilet paper afterflushing, ended up with the government after the ASA andTrading Standards told us it wasn’t in their remit to ban theword ‘flushable’ on products that will physically passaround a toilet U-bend.

Parliamentary Under Secretary of State for the EnvironmentTherese Coffey urged water companies and EDANA tocome up with a joint ‘flushability’ standard, but thisreached an impasse last autumn when EDANA refused tomeet the standards of dispersibility we require.

Quite simply, we would never endorse a product that might cause blockages and consequential misery for ourcustomers.

That’s why we are supporting the Fine to Flush standard,which makes it easier for customers to buy environmentallyfriendly and plastic-free products which are no greater riskto causing blockages than normal toilet paper.

Fine to Flush means free from plastic and rigorously tested,meaning the wipe will break down in the sewer system. Anything else should be marked Do Not Flush, with nothingin between.

Now we’re calling on supermarkets to only stock wet wipes which are clearly labelled with one of two logos advisingthe correct disposal route: Do Not Flush or Fine to Flush. Onlythen, when customers have clear and unequivocal disposalguidance, can we hope to end the scourge of wipe-related blockages.


A

Do you know your #Toiletiquette?

Mind your psand ps

It’s the bathroom code of conduct designed to help you remember yourpees and poos in the bathroom.

A blockage caused by the wrong items being flushed down the toilet can be bad forthe environment, costly to remove and can result in sewage backing up into yourhome. But there’s no need to worry - just remember the rules of Toiletiquette.

• Only flush paper, poo and pee to keep your pipes blockage free.

• Respect your loo by making sure items such as nappies, sanitary products, condoms and wet wipes are disposed of safely in the bin.

• Place a hair trap over your bathroom plughole to avoid a hairy situation – hair that goes down your drain can build up and block your pipework. Use a hair trap to collect it and place it in the bin.

We deal with around13,000 blockages ayear costing £5m to resolve

The weird and

wonderful truth

about poo

We don’t just find poo at our waterrecycling centres – people have alsowrongly flushed false teeth, children’stoys and mobile phones down the toilet.

It’s made up

of 75% water.

The ancient Egyptians used driedanimal poo as fuel for their fires –nowadays human waste can beconverted into biomethane, a fuelwhich can be used to powerhomes and vehicles. The white sand

beaches in Hawaii are

primarily made fromparrot fish poop.

Sloths leave

the safety of

their trees only once a

week, and it’s for their

weekly toilet break.


e want to make sure waterbills are affordable for alland to provide customerswith a tailored solution

that meets individual financialcircumstances.

We have a range of schemes and lowrate tariffs that can really make adifference.

One of these is a discount of around20% on your bill if you receive PensionCredit or your sole income is statepension. More than 15,000 customersare already claiming this discount.

You may be eligible for this if weprovide you with water and/orsewerage services, and if everyone inyour household who is over 18 years

old receives Pension Credit, or thestate pension is their only income.

To apply you’ll need to complete aquick form and return it to us togetherwith a copy of your Pension Creditentitlement statement or notification,or you can provide a bank statementcovering a month’s period whichshows the state pension is your onlyform of income.

These must be dated within the last12 months and show your name andaddress.

You can apply online by visitingwessexwater.co.uk/pensioncredit

Or you can call 0345 600 6 600(automated service, 24 hours).

WEvery customer matters, so whatever your circumstances, we want to help.

Pension credit discount

Priority ServicesWe know that everyone has different needs, so we aim to give you extra support whenyou need it through Priority Services. If you or anyone you know could do with a little extra help, we can offer:• additional assistance in the event of water supply interruptions• bills and leaflets in braille and large print• a security password system to protect against bogus callers.It’s free and easy to register – you can either go to wessexwater.co.uk/priorityservices orcall 0345 600 3 600 (Monday to Friday, 8am to 8pm; Saturday, 8am to 2pm). And you’ll find that energy companies offer a similar service as well.

Pension Credit helpIf you’re not sure whetheryou receive Pension Creditor you need a letter asproof of your entitlement,contact the PensionService on 0345 606 0 265.

Or visit www.gov.uk/find-pension-centre to lookup your nearest branch.

Your local Age UK may alsobe able to check whetheryou’re entitled.

A better service


We provide among the highest levels of customer service in the water industry– and have done so for many years.

With customer expectation everincreasing, it’s important wedon’t rest on our laurels andinstead look at ways of improvingfurther.

We do this by listening to whatimprovements you’d like to seeand gathering your viewsthrough surveys, customer focusgroups and using feedback formsonce we’ve completed work.We’ve also reached out to ouryoung people’s panel to

understand what futurecustomers would like to see and how we can engage withyounger people on matters such as sewer blockages.

This information is reallyimportant to us and we use it to make improvements to theservice we provide. In fact, yourfeedback has also been used todevelop our business plan for2020-2025, ensuring we’reinvesting in areas that mattermost to you.

We also consult with customersthrough our Have your say online panel – and you could getinvolved too by signing up today.

Each new member is entered into a £200 prize draw for everyWessex Water 'have your say'survey completed.

Here’s just a fewimprovements we’verecently made.

Water usage informationon metered bills

Fixing visible cu

stomer leaks

the same day

Trialled weekend customer appointments Home check visits to install

water saving devices

Employees given mental health awareness training

Introduced text

message updates

for work we’re doingYou can now choose

a direct debit date

that suits youDementia Friends training tofurther support customers

Provided more online self-serve options

Top tips customer

videos to prepare

for cold weatherMoney back guaranteefor meter switching

Online service

to track your job

Made customer letter

s easier

to understand

Introduced customer callback to save you time

Find out more about our online panel at wessexwater.co.uk/haveyoursay

travellers alsorated Bournemouthbeach the sixthbest in Europe, and 20th in theworld.

UK’S BEST BEACHBournemouth Beach, in the south of ourregion, was named the UK's best beachfor 2019 in the TripAdvisor Travellers’Choice awards.

ot only that, thanks to its golden sands andswimmer-friendly water,

travellers also rated the beachthe sixth best in Europe, and20th in the world.

But Bournemouth is not alone –many other beaches along the560km coastline we serve are ofexceptional quality and amongthe best in Europe.

It’s our responsibility to managewaste water and stormwaterdischarges from our coastalsewerage network and waterrecycling centres to help protectbathing water quality andensure high standards.

And staff from our WessexWater Force volunteer schemejoin thousands of passionateresidents in litter picking andplastic clearing at beautifulbeaches like Chesil Beach andKimmeridge Bay in Dorset, andMinehead in Somerset.

Between 2015 and 2020 we’respending £155m on improvingbathing water quality,increasing treatment andstormwater storage – to makesure the beaches in our regionremain some of the best in thecountry.

N

If you’re heading out to a beach in our region, you can use Coastwatch, our onlineoverflow notification system, to find reports on overflowspotentially affecting designatedbathing waters. Visitwessexwater.co.uk/coastwatch

Coastwatch



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Prices have continued to rise this yearand the whopping 10 per cent increase toOfgem’s ‘price cap’ on 1 April 2018 added£118 per year to the energy bills ofmillions of households.

Switching yourself to a better tariff couldsave you hundreds of pounds, but findingthe best deal and switching supplier canbe a real hassle and confusing too, asthere are more than 350 tariffs from 70suppliers to choose from.

However, you can now save hugeamounts of money on your energy bills,without having to do any of the workyourself, by signing up to an auto-switching service called Flipper,

Luke Boxall is one of the thousands ofpeople in the Wessex Water region whohave already done this. He saved amassive £843.46 off his annual bill whenhe first signed up, which helped pay for afamily trip to South Africa to visit his son.

As a Flipper member he, along with morethan 17,000 other savvy households, nowbenefits from monthly checks of theenergy market and is automatically

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“I would definitely recommend Flipper tofamily and friends without hesitation.”

Flipper is different to the price comparisonwebsites. It does all the hard work for you,removing the hassle and admin, whileproviding you with the reassurance thatyou’re on the cheapest tariff.

It checks the market for better dealsevery month across all Ofgem-approvedenergy providers and automatically ‘flips’you when a saving of more than £50 peryear can be made.

The best part is that it’s free to sign upand you only pay its £30 annualmembership fee once you’ve acceptedyour first flip. This fee enables Flipper tobe truly independent, so it can move youto the best deal as soon as possible andmaximise your savings.

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=Describe the role of the health andwellbeing champions“We act as a key point of contact for staff toprovide advice and help them get the supportthey need if they are going through a difficulttime. We also promote campaigns on healthand wellbeing topics internally and raiseawareness of the fact that it’sokay to talk about mentalhealth issues in the workplace.

“I wanted to become achampion because I feel thatimproved mental health andwellbeing can make peoplerealise their full potential andbecome the best versions ofthemselves. By ensuring thatour workforce embrace it,everything else in the work-life balance will work in unisonand who knows, we may evenlive longer!”

Is there a knock-onbenefit for our customersif our staff have improvedhealth and wellbeing?“Absolutely. Having a healthyand happy workforce will not only help us toretain our valuable employees, but will also givethem the confidence, motivation and positive

outlook to continue providing the best possibleservice to our customers.

“Also, by raising awareness of health andwellbeing to staff, it will further improve theirability to identify customers who might begoing through a rough patch and provide them

with any extra help or support theymight need.”

What are some basic stepswe can all take to improveour general wellbeing?

“Be aware of yourself and your‘inner voice’. We are all our ownworst critics, so be mindful of howthis can have an impact on you.

Take the time to have a chat,however short, with those aroundyou, particularly at work. Younever know what’s going on in

someone else’s world. They maybe absolutely fine, but on theother hand, you may be the onlyperson they’ve talked to all day.

“And finally, breathe! It’s one ofthe most fundamental things inlife that we all take for granted.

You are always only one deep breath away fromchanging your outlook on the world.”

Happy staff happy customersFor years we have trained our customer-facing staff on how to identifycustomers who may be experiencing mental health challenges or justgoing through a difficult time, so we can do more to help them.Identifying this across our workforce is equally as important. GeorgeKeast caught up with one of our new health and wellbeing champions,Lauriance Gerthoffer-Ham.

=

Our health and wellbeingchampions with their RoyalSociety for Public Health Level 2 awards in UnderstandingHealth Improvement. From left to right: Alice Drury, LaurianceGerthoffer-Ham and Lucy Lowe.


Your letters...I very much like the “Need for Change” article by Colin Skellett[Wessex Water CEO] about the performance of the waterindustry as a whole. Many water companies have not endearedthemselves to their customers as prices have risen. They havefailed to act responsibly in terms of performance whilst at thesame time stripping out millions of pounds in dividends, whichshould in my opinion have been going into capital investment.It’s interesting to read his comments about “regulation”becoming an industry in itself. It’s hardly any wonder it’sgetting tighter with so much corner cutting going on. However, I don’t agree with his comment about the benefits of privatisation as being the best way of providing funding forextensive capital investment schemes. There are other equallyfinancially viable ways of doing it, for instance through bonds.But it’s a good and realistic view of what’s happening in thewater industry at the moment whilst at the same time settingout the stepping stones for Wessex Water to avoid gettingdrawn into a mire of accusations and finger pointing in theyears ahead.P Heaton-Armstrong By email

We have only lived in Butleigh for 12 months and have justreceived your magazine. Before opening it I automaticallythought “oh another load of corporate self admiration”. But I was delighted with the contents. Informative, educationaland quite inspiring to hear about all the things Wessex Waterare doing, how they operate and their key interests. C Reeve By email

I've just finished reading your excellent Winter edition ofWessex Water's Magazine. I love the idea of having a waterrefill point as mentioned in the article to avoid buyingunnecessary bottled water and buying more plastic. I wonderif this would work in my village of Yetminster..

D Stedeford By email

Editor: We might be able to help support your refill project through our Watermark 25 fund. Find out more at:wessexwater.co.uk/watermark

Billing enquiries• Payment arrangements • Metering • Moving house • Problems paying • High water use • Priority Services

0345 600 3 600 (Monday to Friday, 8am to 8pm; Saturday, 8am to 2pm)

Submit an online enquiry via our websitewessexwater.co.uk/contactus

Write to: Wessex Water, 1 Clevedon Walk, Nailsea, Bristol BS48 1WA

Water supply or sewerage enquiries• Loss of supply • Leak • Water quality problem • Sewage flooding • Blocked sewer

0345 600 4 600 (Monday to Friday, 8am to 6pm, emergencies only at other times)

Submit an online enquiry via our websitewessexwater.co.uk/contactus

Write to: Operational enquiries, Wessex Water, Claverton Down, Bath BA2 7WW

Wessex Water supplies water and sewerage services to an area of the south west of England, covering 10,000 square kilometres including Dorset,Somerset, Bristol, most of Wiltshire and parts of Gloucestershire and Hampshire. Within our region Bristol Water supplies water to the city of Bristoland surrounding areas including some parts of Somerset. Bournemouth Water supplies water to Bournemouth and to just south of Salisbury.

Contact us

Clarifications• In our last issue we stated that “water costs one third of a pence”. It should have said penny, not pence. • We incorrectly referred to Fairfield Farm College being near Warminster, when it is actually at Dilton Marsh, near Westbury. • A few customers asked how a water bill represents on average 1.46% of our household disposable income. The figure is

an estimate calculated by dividing the amount of the average water bill for our customers by the average householdincome as published by the Office of National Statistics.

Tell us what you think of our service and share your experience with others. Search Wessex Water on trustpilot.com


he family-run Malaysian company, which has demonstrated a long-termcommitment to Wessex Water afteracquiring the company in 2002, has begun

work on a bold new vision for the historic formerFilton Airfield.

The 380-acre site is set to be transformed intoBrabazon, a thriving new neighbourhood for Bristol.This new urban community will deliver over 2,600new homes, designed by Stirling Prize-winningarchitects FCBStudios. Creative workplaces and avibrant town centre will be set among landscapedpublic squares and parkland. A new rail station willconnect to Bristol Temple Meads in less than 15minutes, and a new MetroBus route will linkBrabazon directly to the city centre.

YTL is also proposing to build the third largest UK arena by turning the former Brabazon hangarsnext to the Airfield site into an entertainmentdestination. It will include a 17,000 capacity arena, attracting international artists, familyentertainment and sporting events.

Both projects will see the company creating jobs,sourcing local products and services and investingback into the economy.

Building the right thing

T

YTL – the owner of Wessex Water – is investing in the south west,generating thousands of jobs and boosting the local economy.

We welcome calls via the Next Generation Text service. Calls to 0345 numbers usually cost the same as standard UKlandline numbers. Please check with your telephone service provider. We may record telephone calls into our contactcentres for quality, security and training purposes.

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