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Water Matters Your local water company newsletter

Customer Service

Sembcorp Bournemouth Water is based in Bournemouth and supplies drinking water to nearly half a million people in the local area. We hope that for nearly all the time you can take this essential service for granted. If you need to contact us, we’ll provide a quick response.

1 Customer Service

3 Water quality in 2011

4 Frequently asked questions about bills

5 On the road with our inspector – John Hunt

MyBillsOnline £500 prize draw

6 Capital investments

7-10 Water efficiency Drought Top water tips How much water do you use? Saving water in the garden

11 Complaints Leaks

12 Longham news

13 Conservation news

14 In the community

16 WaterAid

ContentsWe need your views!We recently held a number of customer focus groups to get your views on our services and how we can improve them. We also carried out an online survey and a number of telephone customer satisfaction surveys. Your views are essential in helping us develop services to meet customer needs.

What have we done with your feedback?Customer Care ExtraOne of the customer focus groups centred on the needs of vulnerable customers and those with specific requirements. As a result we are launching Customer Care Extra which will include a telephone translation service and promote services for visually impaired and hearing impaired customers.

Our websiteWe are making improvements to our website so that you can access more of our services at times that are convenient to you.

What happens if things go wrong?High standards of customer service are important to us and we aim to make sure that every customer is happy with our service. However, things can go wrong occasionally and you may have cause to complain.

If you feel that we have failed to deliver the service you expect, please phone us. Our customer service team, based in Bournemouth, will try to resolve your complaint straightaway. If they can’t, they will transfer your call to a manager so that it can be resolved in the shortest possible time. If we need to carry out further investigations, the manager will make sure that you are kept informed.

We don’t want you to feel the need to write to us to get a solution to your complaint.

Apologising and putting things right is only the start. We analyse the cause of the issue and take steps to make sure the same mistake is not made again. This is why there has been a significant reduction in complaints. Since 2005 they have more than halved and are set to reduce again this year.

Our commitment to staff training and development means you can be sure that we will continue to provide a high quality local service.

Customer Service ExcellenceAt the end of 2011, we were pleased to be once again accredited to the Customer Service Excellence standard. This is the government standard that tests in great depth any areas shown by research to be a priority for customers. Particular emphasis is on delivery, timeliness, information, professionalism and staff attitude. There is also a focus on understanding the customer experience and measuring customer service satisfaction.

We need your help!In order to provide the best customer service we are currently recruiting customers to take part in our focus groups and be ‘mystery shoppers’. All expenses will be paid, but to qualify you must be a customer of Sembcorp Bournemouth Water.

If you are interested in becoming a ‘mystery shopper’ or if you would like to take part in a customer focus group, please phone us on 01202 590059 for an application form or email customerservice@sembcorpbw.co.uk

George Jessel House, Francis Avenue Bournemouth, BH11 8NX

Customer Service 01202 590059Email customerservice@sembcorpbw.co.uk

www.sembcorpbw.co.uk

Water Matters 2012 1

Water quality in 2011

Water Matters 2012

Another good year with 99.98% compliance at the customer tap Supplying good quality and reliable drinking water is at the heart of everything we do. Water quality is controlled through strict legislation that is enforced by the Drinking Water Inspectorate (DWI).

We take samples from treatment works and at other points in the water system as well as customer taps – so we test what customers are actually drinking in their own home. After carrying out nearly 40,000 tests for compliance with the strict water quality regulations, only a very small number (14) failed to meet these standards in 2011.

There are large margins of safety built into these regulations. There was no risk to public health from any of the failures. In many cases a failure can be due to deficiencies in the customer’s own plumbing system.

Any failure is thoroughly investigated to establish the cause and in the very small number of cases where we believe there is something wrong with a plumbing system, we will inform the customer and give advice.

Water quality in the home Faulty domestic plumbing can have a significant effect on water quality. For example we have found cases where the incorrect fitting of garden hoses led to contamination of water that people were drinking. The fitting and maintenance of a simple non-return device – a double check valve – could have prevented this.

A useful publication called ‘Looking after water in your home’ can be found on our website. This contains helpful information about water quality issues in the home.

If you would like a copy please contact us on 01202 590059

Bills for 2012/13 In 2009 Ofwat, the water industry economic regulator, set the prices we may charge over the five years from April 2010 to March 2015. Ofwat assessed the investment we need to make to:■ maintain our water supply infrastructure■ enhance the service where necessary■ ensure that we have enough water available to meet

demand■ meet our day-to-day operating costs

The regulator also assessed what scope there is for efficiency and set us targets to further reduce our costs during the five-year period.

Increase in bills Ofwat found that prices need to increase by an average of just less than one percent above inflation each year for five years. The regulator uses the Retail Price Index (RPI) for November each year for this purpose.

For the year beginning 1 April 2012, our prices will increase by 0.5% below inflation, or 4.7% on average. Please remember that your increase will depend on the rateable value of our property if the supply is not metered, or the amount of water you use if you have a meter. The average household bill will increase from about £147 to about £153 a year.

A price increase is never welcome news, but to put our prices into context, our average household water supply bill of £153 a year is equivalent to 42 pence a day and is significantly lower than the industry average.

Saving money If your supply is not metered, you could save money by asking us to install a meter, which in almost all cases is free. You might also save money on your sewerage bill.

However, if you find that a meter doesn’t save you money, you can go back to your unmetered bills, provided you let us know within a year.

Having trouble paying your bills? If you are struggling with your bills, please don’t ignore them – we can help. Call us on 01202 590059 to speak to one of our customer service advisors who will talk you through your payment options.

You may be able to have your water charges paid directly from your benefit if you receive:■ Income Support■ Jobseeker’s Allowance■ Pension Credit■ Training Allowance■ Employer and Support Allowance

Please contact us or your local Jobcentre Plus to arrange for payments to be made directly to us. Your Citizens Advice Bureau and other bodies such as Hope House and Christians Against Poverty can give you advice on paying your bills and can talk to us on your behalf if you prefer. Alternatively, we can recommend an independent debt organisation which offers free and impartial debt counselling at a local office or in your own home.

New bill layout Last year we reported that we had redesigned our bill as a result of your feedback. The new format was delayed until we changed our name to Sembcorp Bournemouth Water, but it will be in place by mid 2012.

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Frequently asked questions about billsHow do you calculate my bill? Your water bill is made up of two parts:

1. A charge for the water – which covers the cost of collecting, treating, monitoring and delivering the water to your kitchen tap.

■ If you have a meter, this charge is based on the amount of water you use.

■ If you don’t have a meter, the charge is based on the rateable value of your home. Rateable values were set by the Valuation Office of the Inland Revenue in 1990 and cannot be changed.

2. A fixed (standing) charge – which covers the cost of providing all the other services to you.

How is water measured? A cubic metre is the unit of measurement used to calculate your bill. A cubic metre is about 220 gallons (1,000 litres) or the equivalent of about 12-13 baths!

I’m not sure if my bill is in credit or debit – it just says ‘’balance £10.34’’The balance at the end of your bill is the amount that you should pay. If you are in credit, the letters ‘cr’ will appear after the amount. For example, ‘’balance £20.00cr’’ means that your account is £20 in credit.

I have received a reminder but I have already paid my bill There may be a delay of a few days in sending out a bill or reminder. We apologise if you have paid the bill and then receive a reminder.

Does Sembcorp Bournemouth Water decide what to charge its customers? Only within a strictly regulated process which is controlled by the industry regulator, Ofwat. We cannot make any changes to your water charges without first having them approved by Ofwat and then only within limits set by the regulator to enable an efficient company to meet its obligations. The Consumer Council for Water (the independent body that represents water customers) is also involved in this process.

I have received two bills from two different water companies. Why is this? Sembcorp Bournemouth Water is responsible for supplying your drinking water and the bill you receive from us covers only the cost of water. You will also receive a bill from either Wessex Water or Southern Water (depending on where you live). This covers the cost of sewerage services and must be paid separately.

I am moving house – when should I notify you? Please let us know the date you will be leaving the property as soon as possible. If you have a water meter, we will need to take a reading on the day you move out. If you fail to notify us, you may end up paying for water that someone else is using.

If I’ve notified you, do I also have to notify my sewerage company? Yes – you will need to let your sewerage company know that you are leaving the property. The water and sewerage companies are completely separate, and to maintain the security of your personal data we do not pass this information on to the sewerage companies.

On the road with our inspector – John HuntNo two days are the same for John Hunt and despite a clear daily schedule, he never knows what to expect. Normally, John doesn’t come into the office in the morning as inspectors are ‘mobile’ workers who receive the list of jobs which is sent to their laptop computer via the mobile phone network.

From the laptop in his van John sees all the work he has to carry out and if necessary he can print out a map. But, even when his daily schedule seems clear, it only takes one phone call from the office or a team working on a job to make him change his plans for the day. His two main priorities are to attend to any potential hazard on the road, such as a broken meter box, and visit customers who have made an appointment.

John’s schedule was indeed changed on this day – a maintenance crew had come across a difficult situation with some underground pipes and called him for advice.

The crew was working at the house of an elderly lady who had only had a trickle of water for a while. She had not reported it, believing the problem would ‘sort itself out’. A neighbour finally let us know.

Acting on John’s advice, the team put in a new meter box and fitted a new meter. The customer was pleased to have a good supply of water for the first time for some days.

John was then called to a major job that we were carrying out on the main road between Beaulieu and Lymington, where trenchless technology was being used to replace over one and a half kilometre of pipe. This was originally a cast iron pipe that had already been repaired several times and was in poor condition. About 20 properties are supplied with water from this main. It is the inspector’s role to trace the main and the service pipes and finally shut the valve before the pipe work begins. He also keeps customers informed of the work and how it will affect their water supply. In this case customers were warned well in advance of the mains shut and were only without water for an hour.

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MyBillsOnline £500 prize drawMyBillsOnline lets you manage water, gas, electric and other utility company bills online in one secure location. If you register to receive Sembcorp Bournemouth Water bills through the service before 30 April, you will be entered into a £500 prize draw. If you use Lloyds TSB Internet Banking, the service is called Bill Manager. If you’re with RBS or NatWest, it’s Bill Management.Two £500 cheques went to our customers in 2011. The lucky winners were David and Carol Walsh, and flatmates Ryan Prout and Steven Lake.

Sign up now for the chance to win a cash prize at www.mybillsonline.co.uk or through Lloyds TSB, RBS or NatWest Internet banking .

The winners Ryan Prout and Steven Lake with Managing Director Roger Harrington

Water efficiencyWater is precious, use it wisely

DroughtYou may have read or heard in the news about serious drought conditions affecting some parts of the country – mainly the east and south east of England. Indeed 2011 was the tenth driest year since 1914 when records began and 2010 was the seventh driest.

Our sources of water are relatively secure and although river flows and water levels in the underground aquifers from which we obtain your water are much lower than average for the time of year, we do not anticipate that we will need to impose any bans on the use of hosepipes this year. We are keeping a close watch on this because things can change.

By changing our behaviour slightly and following these simple water saving tips, we can all do our bit to save water, reduce our impact on the environment and save money.

Capital investmentsWe invest just over £8 million a year to maintain the water infrastructure and treatment plants and ensure you receive a reliable supply of high quality water. Some of the projects in 2011 included:

New ultra-violet disinfection process at Woodgreen

6 Water Matters 2012

Knapp MillThe joints of a concrete pipe feeding one of our large treatment plants leaked badly despite numerous repairs over the years. We pushed a replacement polyethylene pipe through the inside of the existing pipe and welded it in place, providing approximately 120m of new leak-free pipe. We are now repairing leaking joints on other existing concrete pipes that take water around our treatment plant at Knapp Mill.

WoodgreenAt the Woodgreen treatment works near Fordingbridge we needed to reduce the small risk of a potential cryptosporidium outbreak in the area (even though we have never had one in the past). We installed an ultra-violet disinfection process as the best and most cost-effective solution. (Cryptosporidium is a small microscopic organism which can in some circumstances cause a tummy upset.)We started the work in August and the plant began to operate in December 2011. The total cost of the project was nearly three quarters of a million pounds.

BeaulieuBy the end of 2010, a steel storage tank on a water tower near Beaulieu was in poor condition. It has been taken out of service so that options for its full refurbishment could be properly assessed.We carried out a full survey of the tank and steel-supporting framework and found that some steel bracing needed to be replaced or repaired, and that the tank itself had more or less come to the end of its working life.We have commenced work to completely replace the tank and refurbish the supporting tower at an estimated cost of a quarter of a million pounds. This work will be completed by the summer of 2012.

The tank is being replaced at Beaulieu Tower

Top water tipsThe bucket and sponge approachRather than washing your car with a running hosepipe, try using a bucket and sponge instead. Just 30 minutes with a hosepipe can use more water than the average family uses in a day.

Drop a save-a-flush in your cisternAbout a quarter of all the clean, drinkable water we use in our homes is flushed down the toilet. If you need to buy a new loo, consider a water-efficient toilet or one with a dual flush. If your loo is still as good as new, put a displacement device into the cistern to save some water. See page 10.

Bathers bewareA bath uses around 80 litres, while a short shower can use as little as 30 litres. But beware – many power-showers actually use more than a bath if you shower for more than five minutes. If you do have a bath, you can reuse the water on your houseplants or garden.

Stop those dripsA dripping tap can waste at least 5,500 litres of water a year – that’s enough to fill a paddling pool every week for the whole summer.

Short showers save waterA shower timer makes you aware of how long you spend in the shower. Try taking shorter showers to reduce the amount of water you use.

Cool waterFill a jug with tap water and leave it to cool in your fridge. This way you don’t have to run the tap for ages just to get a cold drink.

Healthy teeth, healthy riversRemember to turn off the tap while brushing your teeth – a running tap wastes over six litres a minute. If the entire adult population of England and Wales remembered to do this, we could save 180 million litres a day – enough to supply nearly 500,000 homes.

How much water do you use?Calculate your household water use Please write your answers in the empty boxes

Activity Average amount of water used

(litres)

x Uses per day

= Daily Total

Bathroom

Bath 80 x =

Power shower (with pump to increase pressure)

70 x =

Ordinary shower 35 x =

Old toilet cistern (deduct 3 litres per flush if the cistern is fitted with a water saving device)

9 x =

New low volume cistern 6 x =

Hand washing and teeth cleaning(per person per day)

10 x =

If carried out with the tap left running(per person per day)

15 x =

Kitchen

Using a washing machine (full or not) 80 x =

Using the half load setting on your washing machine 60 x =

Using a water efficient washing machine model 55 x =

Using a dishwasher 35 x =

Using the half-load setting on your dishwasher 20 x =

Using a water efficient dishwasher 22 x =

Washing dishes by hand 6 x =

Cooking and drinking(per person per day)

10 x =

Your household daily total

Number of people in the house

Amount per person per day

÷ = litres

How does your use compare with the average of 150 litres per person per day?Remember that watering your garden in the summer could make your total much higher.

Be sprinkler savvyWe all love our gardens, but sprinklers can use as much as 1,000 litres of water per hour – that’s more than a family of four uses in the home in a whole day. If you use your sprinkler early in the morning or late in the evening, less water will evaporate and more will get to the roots, where you actually want it to go.

You can with a watering canBy using a watering can, you can significantly reduce the amount of water wasted.

Invest in a buttYour roof collects thousands of litres of rain each year which just run straight into the sewers. This water costs nothing; with a water butt you could water your garden or your houseplants for free! To get a butt, visit www.sbw.savewater.co.uk

Magnificent mulchMulching is one of the greatest things you can do for your garden. Mulches such as pebbles, gravel, cocoa shell, chipped bark and grass clippings should be spread five to eight centimeters thick. Avoid mulching too close to plant stems as this can lead to rotting in winter. Mulching will not only keep away water-loving weeds, but will also keep the soil cool, decrease evaporation, and reduce soil compaction.

Soak, don’t sprinkleGiving your plant roots a good soaking once or twice a week in dry weather is much better than lightly watering them every day because most of that water just evaporates.

Let the grass growHelp prevent grass drying out by letting it grow a little longer in hot weather. You could also raise the cutting height of your lawn mower. Remember that if the lawn turns brown in dry weather it will green up when the rain returns.

Saving water in the gardenWaterwise plants that need less waterThe following is a list of drought tolerant plants that are suitable for the UK climate.

For more informationwww.rhs.org.ukwww.plantadvice.co.uk

LavenderHebesCatmintSageRosemaryThymeAbeliaIvyPeriwinkleLilacPelargoniumsWindflowerChamomileCow parsleyMayweed

Granny’s bonnetMichaelmas daisyOreganoCornflowerClematisCrocusDahliaWallflowerGreengageMorning GloryAnemoneIrisLove-in-a-mistEvening PrimrosePoppies

LeaksUnderground leaks

If you own a property, the length of pipe from the street boundary to your house and outbuildings belongs to you. This is known as your ‘supply pipe’, and it is your responsibility to repair leaks on this pipe and leaks on your internal plumbing. Please check with your insurance providers that you are adequately covered for the cost of the water wasted from a leak on your pipes.A continuous hissing sound from the internal plumbing or a damp patch in the garden could be signs of a leak, so please telephone us immediately.

How we can help It isn’t always obvious when there is a leak underground or on your internal plumbing. When we read the meter and see that your water usage has risen significantly since the previous reading, we will let you know. We may be able to help by repairing your underground pipe at little or no charge. We will offer you a full allowance for all the water we estimate to have been lost from a leak on your underground supply pipe, (subject to certain conditions) provided that you get it repaired quickly. For full details please refer to our Code of Practice on Leakage on our website www.sembcorpbw.co.uk or by contacting us on 01202 590059.We aim to repair most minor leaks on our mains within five working days. Some take longer if we need permission from the Highway Authority to work on the road. Major leaks causing severe disruption, damage or a safety hazard, are repaired as quickly as possible.

Leaking toilet cisterns Some modern toilets with push button flush mechanisms have internal overflows. Water leaking from these cisterns may trickle into the toilet pan without being noticed. The result can be a large water and sewerage bill, so our advice is to check the toilet pan regularly.1. Take a bottle of coloured toilet cleaner (something that is

easy to see)2. Squirt the cleaner all around the back of the bowl3. Leave for a few minutes4. If the cleaner has been washed away at the back of the

bowl, it is highly likely that your toilet is leakingIf you think you have a problem with a leaking toilet, we recommend that you contact a registered plumber.

Your written complaintsLast year we responded to all written complaints within our 10-day target. We also increased the percentage of complaints that we respond to in less than two days. We resolved 87% of complaints at the first stage, meaning that the vast majority of customers were satisfied with the response they received. From April to the end of December 2011 we received 340 written complaints.

Number Reasons for complaints250........................... The account38 ............................... The water service25 ............................... Our meter installation policy27 ............................... Our publications

The most common complaints ■ High water use or a leak at a customer’s property

caused the largest number of complaints (48) – please see ‘High consumption complaints’ below.

■ Metered bills (43 complaints) were mainly queries about meter readings.

■ Opening/closing of metered accounts (28 complaints) tended to come from customers who had not informed us in advance that they were moving out, resulting in an inaccurate closing bill.

■ Meter installations (22 complaints) were mostly from customers who wanted a meter where we couldn’t install one or who wanted us to remove a meter.

High consumption complaints Last year we received fewer complaints about high water usage compared with the previous year. This trend means that we are moving in the right direction, but we plan to do more, for example: ■ have a dedicated ‘high consumption’ team within

customer services to give you a single point of contact for issues related to a leak or high usage

■ introduce a dedicated ‘change of occupier’ team within customer services so we can deal effectively with your call when you notify us of a change of occupier

We hope that these changes will improve our service to you.

Leaks from our pipes – If you see a leak in the road, please call our Freephone Leakline on 0800 587 8979

Water Matters 2012 11

Save Water SAVE MONEYSave Water SAVE MONEY

Offer promoted in partnership with Sembcorp Bournemouth Water by Savewater, a trading style of Straight plc. Company number 2923140. Registered office No 1 Whitehall Riverside, Leeds, LS1 4BN. Offer is subject to availability and product specifications may change without prior notice. Please allow up to 28 days for delivery. All items may not be delivered at the same time. RIGHT TO CANCEL – If you are not 100% delighted with the products we deliver to you we are happy to offer an exchange or refund. Please contact us within 30 days of receipt and we will advise you how to return your goods. If you require a carrier to collect the goods a £5 charge will apply. Your statutory rights are not affected. © 2012 Straight plc.

To order or to see more of more of our special water efficient products visit www.sbw.savewater.co.uk or call 0844 472 1898 quoting reference SBW02L

FROM ONLY

£28.95FREE DELIVERY

Buy one get second

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Cloudburst Water Butt KitAvailable in 2 sizes this quality wood grain effect water butt kit looks at home in even the most stylish of gardens. Made from recycled plastic and guaranteed for 5 years.

Kit includes:■ Water butt with childsafe lid and tap■ Water butt stand ■ Rain diverter kit Fits 6.8cm round or 6.5cm square plastic downpipes.

Buy One Get Second Half Price offer relates to 2 of the same size units. Offer closes 31 January 2013.

95 litre Water Butt KitHeight with stand 102cm Diameter 52cm

ONLY £28.95 RRP £57.00Get second for £14.47

200 litre Water Butt KitHeight with stand 121.6cm Diameter 68cm

ONLY £38.95 RRP £69.00Get second for £19.47

with your free water saving packAt Sembcorp Bournemouth Water we are committed to helping you save water and save money. That’s why we’ve put together this fantastic pack full of water saving gizmos.

Save-a-FlushSave-a-flush is a unique, easy to install, cost effective solution to saving water in the home. Simply place in your toilet cistern and start saving. Suitable for cisterns 7.5 litres and larger.

ShowermagicThis Showermagic shower regulator gives a better quality shower while saving water and money by lowering the flow rate so that the right amount of water is delivered to the shower.

Note: Not suitable for electric showers.

To order visit www.sbw.savewater.co.uk or call 0844 472 1898 quoting reference SBW02L

Save Water SAVE MONEYSave Water SAVE MONEY

SpraymagicA Spraymagic converts a standard tap into a spray tap in minutes converting the waterflow into a soft spray providing substantial water savings.

Shower TimerThis clever but simple 4 minute shower timer is a great way to save water. Start the timer and 4 minutes later hop out of the shower.

Complaints

11

Conservation newsButterflies, bats, newts, and wild orchids are just some of the wildlife living at our sites. We have put up new information panels so that visitors and staff can find out about these species and how we support biodiversity.

Sixteen species of butterfly have been seen at our head office site in Alderney, including painted lady, small skipper and speckled wood. We have built a wildlife walk through the woodland here and are making another pond for smooth newts and grass snakes.

Bats hunt over the open water at night, with Daubenton’s noctule, serotine and pipistrelles among them. Green winged orchids grow here on one of our reservoir roofs, with the bee and pyramid orchids also flourishing on the site, part of which is a designated site of nature conservation interest (SNCI).

Barn owls at Stanbridge MillBarn owls have often been sighted at Stanbridge Mill and we have installed a barn owl box on the side of the building to encourage this protected species to breed.

Artificial nest boxes offer shelter and somewhere secure to raise young birds where natural sites are limited. They are also useful for surveying. We have installed a camera in the box so any activity can be monitored remotely, which will reduce disturbance.

The best time to see barn owls is at dusk, although they can also be seen during the day – look out for them in open countryside, along field edges and perched on fence posts.

At Longham we have open reservoirs covering about 150 acres that have been constructed to further improve the reliability of the water supply. At the end of 2010, we received applications from local clubs to use the facilities at Longham. One reservoir is used for fishing; the other can be used by the local community for quiet leisurely pursuits.

Longham news

Clubs had to meet the conditions set by the Management Plan agreed with the local council. With this in mind, we signed agreements with a canoe club, a radio model yacht club, and at the beginning of 2012, a model flying club.

All have made full use of the facilities including an open day for the canoe club and a national championship for the model yacht club.

Alongside the club activities, local people can enjoy the beauty of this area by walking or bird watching. Whilst we are unable to offer car-parking facilities, it is good to see many people on foot enjoying the lovely surroundings.

A local bird ringer (registered with the British Trust for Ornithology) can often be seen very early in the morning collecting, ringing and then releasing a variety of birds.

The reservoirs at Longham were developed with wildlife in mind and have proved an excellent habitat for birds and other wildlife. The study centre was developed as a focal point for the area and as well as being used by the clubs, is used weekly by Highcliffe School for their course in ‘Angling, Conservation and Environment’.

Longham continues to provide enjoyment for many.

Other Recreational FacilitiesOur recreational facilities include the Royalty Moorings on the River Stour, the little Avon and in Christchurch Harbour. There is also fishing at Longham on the river and Reservoir One. If you are interested in any of these, please visit the ‘Fishing and Moorings’ page on our website www.sembcorpbw.co.uk or phone 01202 444646.

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Kingfisher

Jay

Moorings at ChristchurchCarp at LonghamCanoe ClubRadio model yacht club

Sixteen species of butterfly live at our head office site

In the community

Pride in Bournemouth was a public art event that placed 50 decorated lion sculptures in and around the town last summer. We sponsored a lion and named him ‘Singha’, the word for lion in Sanskrit (an ancient Indian language) because Sembcorp is based in Singapore, which means ‘Lion City’.

The lion sculptures were sold at a charity auction hosted by Martin Clunes representing Julia’s House, the Dorset children’s hospice, and Virginia McKenna representing The Born Free Foundation. The auction raised £75,000.

We successfully bid for Singha, and we are now looking for a permanent home for him.

If your club, group or school would like to give him a home, please contact Hazel Taylor, Community Liaison Manager, by the end of April 2012, hazel.taylor@sembcorp.com

Education newsBy the end of 2011 over 7,000 children from primary schools in our area had seen the Waterwise School Education programme.

The children learnt about the water cycle, how we treat water to make it safe to drink, the effect on wildlife of taking too much water from rivers, ways of using water wisely and the need for safety when around rivers and lakes. Although the key objective is for the children to take an understanding of water efficiency into adulthood, we have found that they are taking the message home to their parents.Schools, as relatively large water users, are reacting to some of our messages; following our visits, we have been asked to advise on how to make school buildings more water efficient. We can also help local secondary schools. For example, in July Year 9

students from Avonbourne School visited our Alderney Treatment Works as part of their business enterprise week. They were given a site tour and listened to talks about water company operations and the importance of reducing water consumption.

Wanted: home for a lion!

Green Goals project ‘Paws on Patrol’ “Observe it, record it, report it” says Richard Frew, Project Leader of the Charminster and Queens Park Safer Neighbourhood Team.The new Charminster and Queens Park Guardians Scheme encourages dog walkers, runners, walkers and other users of open spaces to work together to reduce the fear of crime and improve the quality of life by being the eyes and ears of the community. We are pleased to endorse this initiative in partnership with Dorset Police, Bournemouth Council, North Bournemouth Crime Prevention Panel, Neighbourhhood Watch and other local groups. The new non-emergency Police number in Bournemouth is 101.

As the supplier of an essential service since 1863, we feel a strong sense of duty not only to provide the highest quality water but also to show our commitment to the community by supporting a wide range of charities and community events within our area of water supply.

We are corporate members of The Hampshire & IoW Wildlife Trust and The Dorset Wildlife Trust. We support The Christchurch Harbour Ornithological Group and are Associate Members of the RSPB. We also provide assistance to the Little Avon Nature Area, and funding for the new sustainable building project at Cherry Tree Nursery, and are Corporate Friends of BSVI and sponsors of LV=Streetwise.

Life Education Wessex mobile classroom vans – we provide safe parking for these at our Alderney site and have been sponsoring their Year 5 and 6 certificates.

In June we received a gold certificate in recognition of our support for the Royal Bournemouth Hospital Jigsaw Appeal, which currently aims to improve the Women’s Health Unit. We have supported this appeal since 2003.

We are long term sponsors of the Bournemouth Carnival, which this year takes place between 30 July and 5 August. We also supported the Ringwood and Boscombe Carnivals, and the Fordingbridge Festival in 2011.

People at Bournemouth Borough Council’s Family Festival in Meyrick Park were very glad of the fresh cold water we provided from a nearby standpipe on that hot July day. This free event is on 26 July this year.

The Countryside Education Trust solved its water supply problems with our contribution to the cost of repairs.

Our Wimborne Pumping Station was the venue for the Wimborne Community Theatre’s 20th production ‘The Great Rinsing’ in July. The Victorian building was transformed into a derelict museum of water in the future, where children learned about a crazy time in the past when garden sprinklers and hot water bottles were commonplace!

As corporate friends of the Bournemouth Society for the Visually Impaired (BSVI), which celebrated its centenary in 2011, we were pleased to provide three large water butts for their colourful and fragrant new garden.

We also try to help overseas charities that our staff and customers have connections with. This year we donated old ‘Bournemouth & West Hampshire Water’ uniforms to the patients of a mental health hospital in Sierra Leone which is run by Mission Direct.

■ Julia’s House■ Naomi House and Jacks Place ■ The British Kidney Association ■ The National Blind Children’s Society ■ Comic Relief ■ Help for Heroes■ Breast Cancer Care

■ John Thornton Young Achievers’ Foundation

■ Oakhaven Hospice■ Macmillan Cancer Care■ Lewis Manning Hospice ■ Poole Hospital Maternity and

Neo-natal wards

■ RBH Jigsaw Appeal ■ All Animal Rescue■ Cancer Research ■ Multiple Sclerosis Society■ Jeans for Genes; Children in Need■ The Royal British Legion ■ Samaritan’s Purse

Staff Charity Support – we support our staff in their fundraising efforts and in 2011 these included:

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Clean water and sanitation are essential for life, but:l 884 million people don’t have access to safe waterl 2.6 billion people live without safe, clean toiletsl A child dies every 20 seconds from water-related diseases

With your support, WaterAid can transform lives

WaterAid is an international non-governmental organisation whose mission is to transform lives by improving access to safe water, hygiene and sanitation in the world’s poorest communities. Established with the support of UK water companies in 1981 with projects in Zambia and Sierra Leone, WaterAid now works in 27 countries across Africa, Asia and the Pacific Region, improving access to safe water, sanitation and hygiene education.

Around the world, 884 million people do not have safe water and 2.6 billion live without adequate sanitation, causing preventable diseases which kill 4,000 children every day.

But it’s not just about saving lives – safe water and sanitation allow communities to take the first steps out of poverty.

Just £15 could change a child’s life forever and £150 can pay for a village rope pump.

Donations can be made online at www.wateraid.org/uk/donate or by calling 0300 123 4341

Dorset Support GroupThis local WaterAid supporter group puts on a range of events throughout the year from quiz nights and fashion shows to an art auction for which we donated the first two pictures.

This year’s big event is the Walk4Water on Sunday 13 May – information about this and other events is on the website www.wateraid-dorsetsupport.org

Another WaterAid fundraising date is the Sutton Poyntz (just outside Weymouth) Victorian Street Fayre on Sunday 24 June – well worth a visit.

30th anniversary honoursWaterAid marked its 30th anniversary last year by presenting us and other water companies that are long-term supporters with its highest honour, the President’s Award, at the Annual Supporters’ Meeting in London.

Last year we sponsored a new section of this annual walk around Britain’s coastline to raise funds for WaterAid – a 16km (10 mile) section from Sandbanks to Hengistbury Head on the South West Path.

Members of the Rotary Club of Bournemouth North were one of the first groups to walk the new route, raising £1,360.

This year’s walk will take place on Saturday 15 September. More details will soon be available on the website www.coastalongforwateraid.org.

There are nearly 250 coastal paths around the UK to choose from, with varied terrain. Each path is between 4 and 15 miles in length and graded from ‘easy’ to ‘severe’. So whether you want a leisurely weekend break with family or friends, or a more challenging team building exercise, Coast Along has something for everyone.

Erika Makalli collects clean water from the tap stand, Mbalawala Village, Tanzania

WaterAid

We’d like to introduce you to Erika, who features in the latest WaterAid appeal leaflet. Erika is 12 and lives in Tanzania. She used to get up at 4am and walk for two hours to fetch water and she missed a lot of school through sickness.

WaterAid worked in Erika’s village for two years. Now it takes her just 15 minutes to get a bucket of clean water. She no longer misses school. Erika’s world is changing – for the better.

WaterAid can help more children like Erika with your help. Please consider making a one-off or a regular direct debit donation.

We thank all our customers who continue to help in this way. Due in part to your generous donations of more than half a million pounds, over 16 million people now have safe water and more than 11 million have adequate sanitation.

Customer Appeal – Be the change!

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Speaker Network (Club Speaker Secretaries please note)

“Inspiring talks that bring WaterAid’s work to life.”Did you know that WaterAid has a network of over 200 speakers throughout the UK? WaterAid speakers give talks to a variety of community groups about the vital work on water, sanitation and hygiene education. Last year local speakers gave 26 talks and are keen to do more.

To request a local speaker please contact Hazel Taylor on 01202 597002 or email hazel.taylor@sembcorp.com There is no fee although a donation or a commitment to fundraise is always greatly appreciated.

Terms and conditions may apply

WaterSure – help with your metered water bill

Myra’s Wells, a charity based in Ferndown, has now drilled its 20th well in the West African country of Burkina Faso. This country, the world’s fourth poorest, often goes through long periods of drought.Operating only in Burkina Faso, Myra’s Wells uses 100% of all donations to build wells. If you would like to help, you can find out more at www.myraswells.co.uk by emailing myraswells@btinternet.com. Charity representatives are available to speak to local groups about how thousands of people’s lives have been changed.Supported by Sembcorp Bournemouth Water

Naomi House Children’s Hospice provides support to children and young people with life-limiting conditions, and their families, from across central southern England. It provides respite stays, end of life and bereavement care to families at no cost.

Toby Dobson, a child with complex medical needs, is a regular user of the Naomi House pool.

For more information, please visit www.naomihouse.org.uk

Supported by Sembcorp Bournemouth Water

If you are on a water meter you may be entitled to a capped water bill if:■ anyone in your household receives an income-related benefit or tax credit and■ either there are three or more children under 19 in your household■ or someone in your household needs to use a lot of water due to a medical

condition