Sutton and East Surrey Water (SESW) Frequently Asked Questions Temporary Use Ban

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1 Sutton and East Surrey Water (SESW) Frequently Asked Questions Temporary Use Ban May 2012 GENERAL QUESTIONS When did SESW announce its temporary use ban? We announced the temporary use ban on Monday 12 March 2012 and it came into effect on Thursday 5 April. How have you let your customers know? In addition to statutory notices in all newspapers across our supply area, we have carried out interviews with local and national media and issued a press release to all newspapers, radio and TV across the region. We have also published drought and water use restriction information on our website, briefed staff and contractors with key messages, and written to key stakeholders including MPs and councillors. Why is a temporary use ban necessary? In February, the Secretary of State for the Environment declared a drought across the South East of England. This drought follows two consecutive autumn and winter periods of below average rainfall. We have carefully monitored the water resources situation and have taken the decision to implement a temporary use ban to conserve water supplies. This action has the support of the Environment Agency, CCWater and the other water companies in the South East. What does a temporary use ban mean? A temporary use ban means that, until further notice, you cannot use water supplied by a water company for a specified range of domestic, outdoor and recreational activities. What will the temporary use ban achieve? A temporary use ban helps to reduce the demand for water and raises awareness of the drought. A hosepipe ban in isolation is clearly not enough to tackle a drought, but combined with a range of other ongoing measures - water metering, public education about water conservation, leak prevention, etc it is a sensible and necessary approach. Are there any exceptions to the banned uses? Yes. Click here for details of exceptions applying to the water use ban When was the last time you introduced a ban? The last time SESW imposed a hosepipe ban was during the 2005/6 drought and our customers responded magnificently to the restrictions and our request for wise water usage. Once again, we are asking our customers to be sensible about using water around the home. We believe our customers appreciate the need to do everything possible to save water at this time of drought. We would encourage everyone to use water with care and to take steps to save water. What other water companies have announced a ban? Seven companies have announced a full or partial ban. The other companies are: Veolia Water Southeast, Anglian Water, Veolia Water Central, Thames Water, and Southern Water. If your water is supplied by one of these companies, you will need to contact them directly to find out the details of their water restrictions How do I know if I am affected? If you are a customer with water supplied by SESW, you are affected by a ban. If you are unsure if you are one of our customers, check your bills or contact Customer Services on What if I need to use a hosepipe for health and safety reasons? We recognise that there are certain occasions when people may need to use their hosepipe for health and safety reasons. SESW Q&A

2 At the moment, we will allow hosepipes for: Cleaning moss or algae from paths (if there is a serious risk of accident) Cleaning wheelchairs Filling ponds for animals to feed from (if there is no other source of water) Filling caravan/ motorhomes with water for drinking and hygiene Cleaning boats to prevent unwanted-species migration SESW would expect that any individual or organisation seeking to rely on the health and safety exemption would carry out and document a thorough risk assessment, prior to carrying out any activity which would otherwise be prohibited. Why don't you capture more water when it rains? Our water supply system works by capturing winter rainfall and storing it, either in man-made reservoirs on the surface, or in the natural underground aquifer sources which are filled when rainfall percolates through the ground. In normal years, these capture more than enough water to supply all our needs. Is the drought exceptional or is this a taste of things to come with climate change? We are not climate change experts and rely on scientists to advise us. The Environment Agency has stated that it has only been drier for four years in the past 101 years but the two-year total is the lowest for 120 years. However, recognised weather patterns do tend to show periods of drought in the South East approximately every 10 years. Will we have more hosepipe bans as the population grows? Hosepipe bans are part of a suite of options water companies can use to manage drought situations; mostly these are introduced after exceptionally dry weather begins to cause environmental stress. Water companies consider growth implications as part of longer term water resource plans. What about a National Water grid importing water from other parts of the UK? Moving large volumes of water over long distances would need massive pipelines and use huge amounts of energy as water, unlike gas and electricity is very heavy. Can I use a hosepipe to wash my pets? No. The water companies don t seem to be very consistent. Why? Each water company can decide which activities are included in the temporary use ban and which concessions they will allow. This enables us to make the most efficient use of the temporary use ban without bringing in a blanket ban on all water use. As a result, we can protect some small businesses and those in greatest need. What happens if the drought situation gets worse? We have four phases of restrictions in our drought plan. We are currently only at phase one, which mainly affects domestic customers, but includes some concessions. There are many more steps we can take to reduce water use and conserve supplies. My house is/is not metered, so does the restriction affect me? Yes. All customers supplied by SESW must abide by the ban. How long will the ban go on? The temporary usage ban will continue until there is enough rainfall for us to be confident that we have enough water to meet the demand this summer and in We will keep this under review and lift restrictions as soon as we deem it safe to do so. How will I know when the ban is finished? There will be notices published in newspapers, information on the SESW website and it will, most likely, form a news story in national and local media. Doesn t SESW plan for these dry conditions? SESW Q&A

3 Yes. We have a drought plan, which is what we are working to now. It allows for exceptionally dry conditions. Temporary use bans are a part of our plan. During periods of normal weather, we have enough water to supply all our domestic and commercial customers. We have experienced one of the driest twoyear periods since records began. Our plans for phased restrictions will help us to cope with the lack of water. Aren t you always having hosepipe bans? The last hosepipe ban ended in We don t take the decision to impose these restrictions lightly. It is a response to the exceptionally dry weather we have experienced over the last two years, which has been the driest two years since records began. Are we running out of water? No, but we do need to use water wisely. Water levels in rivers, reservoirs and underground are all very low for the time of year. We have to work together to make best use of the water that is available. The Environment Agency is warning of potentially serious consequences later this year, including widespread environmental damage and further restrictions on water usage unless action is taken now and throughout the summer to reduce demand and conserve supplies. How can there be a drought when Bough Beech Reservoir is full? 85% of our water supplies come from underground sources, called aquifers, which rely on winter rainfall to fill them up. There has been no refilling of these sources over the winter months, and so levels in them are at an all-time low. The remaining 15% is supplied by Bough Beech Reservoir. That is why we are taking the action we are. IN THE GARDENGARDEN Can I use a hosepipe to fill a watering can/water butt to water my garden? It is not permitted to use a hosepipe to fill a watering can/water butt with mains water for this purpose. You can fill a watering can from your tap instead. We would however encourage all of our customers to make use of water butts, as much as possible, to collect rainwater, which can then be used to water the garden with a watering can or a pump and hosepipe. What measures can I take in the garden to be water efficient? Cut down on the number of pots/planters you plant up this summer and go for one or two larger containers which don t dry out too quickly. If you re buying new pots/planters, go for the plastic ones with water reservoirs which store water underneath. If you put plastic pots inside your terracotta pots or line your terracotta pots with a recycled carrier bag, you ll cut down on water loss through evaporation. Use bio-degradable crystals in planters. They reduce the need for watering down to once or twice a week. Use mulches like bark chips or gravel to help retain moisture. Water directly around the roots. Water early in the morning or late evening to stop evaporation. Choose plants that like dry conditions those with the full sun label in the garden centre, or check out the Royal Horticultural Society web site which has advice on drought tolerant planting. Don t water your lawn. Most brown lawns will come back to green again very quickly when regular patterns of rain return. Reset your lawn mower blades to 4cm to encourage dense bushy growth which traps early morning dew and reduces evaporation. We would recommend letting the grass clippings go on the lawn every third mow. Store any rainwater in a water butt and use this to top up your pond or water your garden. You can also purchase submersible pumps from garden centres and DIY stores, which will enable you to pump rainwater through your existing hoses. Does the restriction apply to rainwater that I have stored either in water butts or other containers? SESW Q&A

4 No. It applies only to hosepipes and sprinklers connected to the drinking water mains supply. There are pumps on the market which enable you to pump collected rainwater through a hosepipe or irrigation system. Does the restriction apply to irrigation systems? In very few cases. Where irrigation systems are exceptionally water efficient we are proposing to permit their use for now. They will need to be fitted with a pressure reducing valve and a timer. Does the restriction apply to sprinklers? Yes. Where fitted to a hosepipe. Can allotment holders water their plots using a hosepipe? No. Does the restriction apply to jet washes? Yes. I have a pond with fish in it. Will I be able to top up my pond using the hosepipe during a ban? Yes. You should keep your pond topped up to a minimum level to safeguard the fish but please remember that tap water needs conditioning before it is used to top up a pond. If you can use other water such as water from a water butt then that would help. If you do need to use a hosepipe please remember not to leave it unattended and only fill as much as you need. I have a water fountain in the garden, Can I continue to use it? Most water fountains operate by recycling a small amount of water. If this is the case for yours, you may continue to operate it. However, if it needs to be replenished with water you can not use it while a ban is in place unless it is in or near to a fish-pond and its purpose is to supply sufficient oxygen to water in the pond to keep fish healthy. Can I fill my swimming/paddling pool during a ban? No, it is not permissible to fill any domestic swimming pool either indoors or outdoors (except when using hand held containers filled directly from a tap). If it is a pool with a water conservation recycling system you will be able to maintain the pool (top it up) but not by using a hosepipe. If a new pool is constructed or major refurbishment has been carried out, we ask that the customer contact the company and we will permit a single fill of the pool. Can I fill my hot tub during a ban? While this isn t currently part of the official restrictions we would hope our customers appreciate we need to do everything we can to save water at this time, and therefore would encourage everyone to take all the steps possible to save water and avoid any activities which use a lot of water and are not essential, whether the activity they use it for is on the list or not. Am I entitled to a rebate on my bill because of the hosepipe ban? No. A customer cannot claim compensation for TUBs or NEUs as the water companies have to plan on the basis that it may have to impose restrictions during long periods of very dry weather conditions or drought. This means that the bills customers pay already reflect the potential for restrictions. I am disabled/elderly am I affected by the ban? Yes. But we are offering concessions to people who can provide evidence of their disability and the need to use water. This exception is only available on application and subject to our agreement. IN THE HOUSE What measures can I take in the house to be water efficient? Take a short shower instead of a bath. We suggest 4 minutes maximum, and remember, power showers can use more water than baths, so these should be limited if possible. (on average, a bath uses 85 litres of water, while a quick shower uses 35). (Offer to send a free 4 Minute Sally Shower timer) SESW Q&A

5 Avoid letting the tap run while brushing your teeth or shaving (this can save up to 14 litres of water each time you brush). Fix any dripping taps and leaking appliances or pipes. Use dishwashers and washing machines only when they are full and on the economy wash. Wash vegetables in a bowl rather than under a running tap. If you have an old toilet cistern, put a water saving device, such as a save-a-flush bag, which reduces the amount of water used in each flush. You can apply to the company for a free save-aflush. Use washing up water to rinse out cans and bottles for recycling. Keep a jug of ice cold water on the go in the fridge, this avoids needing to run the tap until the water gets cold each time you want a drink. Only fill a kettle with as much water as you need- it saves on energy bills as well. COMMERCIAL CUSTOMERS We are a business using water on our premises are we affected by a ban? Yes, certain categories of the ban will affect commercial customers, such as filling fountains. Please consider all of the categories carefully to see if your business might be affected. Even if you are not currently affected by the ban, if you could try to reduce your water use now it will help delay/prevent the need for further restrictions as the drought progresses. Our business uses water while working at customers homes are we affected by the ban? Yes, any use of a hosepipe or sprinkler for private garden watering is banned. A landscape gardener working on a private garden can not use a sprinkler or hosepipe if the water has been supplied by Sutton and East Surrey Water. There are certain concessions for small businesses like window cleaners and car wash operators. If you run this kind of small business, that is dependent on water for its main business function, please speak to us in more detail about how the restrictions affect you. We are a car wash are we affected? We are offering a concession for businesses specialising in hand car washing that use hosepipe as part of the process. If the situation becomes even more serious we may need to remove this concession. I am a taxi/mini cab driver - am I affected? We recommend washing your vehicle with a bucket of water if you can, this is a serious drought and need all the help we can get to save water. We are a bowling green/ /sports ground/golf course are we affected? No, but we are encouraging all sports ground to use water carefully. Are recreational sports grounds affected by the ban? Yes. However a concession applies to the watering of the field of play to be used for national and international sports events. We are a garden centre are we affected? Garden centres are not covered by the ban for the watering of plants but we would encourage the use of a watering can as an alternative where possible and to help set an example to customers. We have recently had our garden landscaped or had new turf laid, can we use a hosepipe to water it? Yes, if it was laid (or seeded) by a commercial contractor in a private garden and only for 28 days after. The contractor must inform us. We are window cleaning business, are we affected? No, there is currently a concession for commercial business operations cleaning walls and windows. I am a public house landlord - can I water the garden of my public house? SESW Q&A

6 Not with a hosepipe. FARMERS AND AGRICULTURE I am a farmer. How will I be affected by the temporary use ban? Your agricultural activities will not be affected by the ban but you must observe all of the prohibited uses. I am a farmer. If things do not improve will this affect me later? If the situation does not improve we do not expect famers to be largely affected by any restrictions placed by SESW. But we would recommend you talk to the Environment Agency about managing any abstraction licences they may grant you to take water from rivers or boreholes. ILLEGAL USE If I see my neighbour using a hosepipe/sprinkler during the ban, what should I do? If you become aware of persistent use of a hosepipe or sprinkler during the ban and do not feel able to speak to them yourself, (remember it may be they just aren t aware of the ban or have a concession), please contact us on They may be allowed to use a hosepipe due to a concession, for example if they are disabled, but it is always worth letting us know so we can investigate. Will you prosecute people contravening this ban? Contravention of the ban can attract a fine of up to 1,000, so we hope that customers will work with us to avoid the need to take enforcement action. However, if we become aware of a persistent use we will take action, including, where appropriate, prosecution. How is the ban being enforced? If the law is broken the ban carries a 1,000 fine. We are relying on the ban being largely self-policing and hope that our customers will understand the reasons why we have introduced the ban and will support the need for it. We will seek to follow up on reports we get of people persistently flouting the ban. If customers don't cooperate then reluctantly we will have to take enforcement action, which may include prosecution. Will the 1,000 go back into the pockets of the water company? Is this another way for you to make an income? No. The 1,000 is a fine which is processed through the legal system. Therefore the fine will go to the Treasury. Is using my hosepipe really illegal? Yes. Using a hosepipe for any banned activities is a criminal offence. It contravenes section 76 of the Water Industry Act 1991(as amended). METERING If a customer is metered does the restriction affect them? Yes. Metered and unmetered customers must abide by the ban. LEAKAGE You are imposing a temporary ban, but what are you doing about your own leakage? SESW is continuing to replace water mains and drive down leakage and has one of the best records in the industry for meeting or beating the target set by industry regulator, Ofwat. We recorded our best ever leakage performance for the past year. INVESTMENT What is SESW doing to ensure future water resources are available? There is a growing demand for water each year because of an increase in housing, climate change, more use of home appliances such as dishwashers and washing machines, and the growth of gardening as a leisure activity. SESW Q&A

7 We also currently use more water than ever some 160 litres (35 gallons, 278 pints) per person per day. SESW needs to meet that demand without harming the environment. We plan 25 years ahead to ensure there are sufficient supplies to meet the daily needs of both existing and future customers. This plan outlines how we would supply the additional water that is needed from , and includes proposals for new water resources, interconnecting water pipelines, further leakage reduction, increased metering and water efficiency programmes. THE ENVIRONMENT If we are short of water why can t you take more out of the rivers? The Environment Agency allows us, within strict limits, to take water from rivers and underground sources. However, it is essential that river levels are also maintained, to protect long term supplies and the natural environment. Won t the environment suffer if you keep taking water from rivers and aquifers? All water companies recognise the need to safeguard the environment and all water abstraction is tightly controlled by the Environment Agency to prevent long-term damage to rivers and aquifers. Drought Permits and Orders are issued for short periods to ensure long-term damage does not occur. USEFUL WATER FACTS Only 1% of the earth s water can be used for drinking. South East England has 50% less rainfall on average than the rest of the country. South East England has less water available per head than Morocco, Egypt or Kenya. Source: Environment Agency SESW Q&A