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AppendicesDraft Drought Plan: Statement of Response

Statement of Response 18 May 2012to Draft Drought Plan Main Report 2012

Southern Water Revised Drought Plan – Statement of Response Appendices

2

Table of contents

Appendices

A. Copy of consultation questionnaire from the Draft Revised Drought Plan 3

B. List of organisations and individuals consulted 8

C. Schedule of Respondents 14

D. Drought Plan Customer Research Final Report 16

E. Water Restrictions and Exceptions effective from April 5th 2012 143


3

A. Copy of consultation questionnaire from the Draft Revised Drought Plan

Respondent details

Name

Job title (if applicable)

Organisation (if applicable)

Address

Telephone

Email

Respondent category (Please tick appropriate category)

Member of Public Government Agency / Statutory Body

County / District / Unitary Authority / Regional Assembly Action / Resource Group / Voluntary /

Charitable Group

Parish/ Town Council MP/ MEP

Private Sector Other

Where other, please specify...

Location

In which of Southern Water’s supply areas are you situated / is of most relevance to you?

Western – Hampshire and the Isle of Wight

Central – Sussex (North, Worthing, Brighton)

Eastern – Kent and Sussex Hastings

Western

Central

Eastern


4

Key consultation questions raised in Draft Drought Plan

Yes

No 1 Do you consider that Southern Water’s approach to monitoring

drought and setting the triggers for action is suitable and sets the right balance between flexibility and certainty over the drought triggers? Don’t know / no view

Any additional comments?

Yes No

2 Do you recall the drought of 2004-07?

What if anything did you feel went badly/well with how Southern Water managed that drought? Don’t know / no view


Yes No

3 Do you understand the new Temporary Ban restrictions process, which replaces the old hosepipe bans, or do you feel further explanation is required? Don’t know / no view

Any additional comments or concerns about restrictions?

Yes

No

4 Do you have concerns about the implementation of restrictions, or are there any restrictions identified in Table 6.1 (in this report) that you feel it would not be fair to implement? Please provide details and justification for any exemptions/concessions you consider necessary. Don’t know / no view



5

Yes No

5 Do you feel it is right to delay implementing restrictions for certain customers (e.g. small businesses) until there are severe drought conditions? Don’t know / no view


Yes No

6 Do you think the proposed phasing of restrictions in Table 6.1 (in this report) is appropriate?

Don’t know / no view


Yes

No

7 The introduction of emergency demand measures such as standpipes and rota cuts is only considered in the event of an unprecedented drought event (i.e. a drought that is significantly worse than anything recorded in the past). Do you think it is ever acceptable to introduce them?

What are your views on the acceptability of such measures? Don’t know / no view


Yes

No

8 Do you think the balance between customer measures (Temporary Bans on water use etc.) and actions that might affect the environment (e.g. reducing environmental flows in rivers) is appropriate?

How might you change the order of implementation and/or the triggers that are used?




6

9 Do you feel Southern Water has covered all potential drought intervention options?

If not, please provide additional information.

Yes

No



10 Do you have specific concerns about any of the drought options for the area?

Yes

No



11 What do you consider to be good/bad practice in terms of the communication of drought events and activities?

Please add your comments here:

12 Do you feel that all the challenges for drought planning specific to Southern Water have been considered and addressed in the Drought Plan?

Yes

No




7

13 Do you understand the content of the Drought Plan, and if not, what areas would you like to see clarified?

Yes

No



14 Do you have any other comments you would like to make?


8

B. List of organisations and individuals consulted

The following table presents a full list of those who were consulted following publication of the Draft Drought Plan. In addition to those listed, the following were also consulted:

Drinking Water Inspectorate (DWI); Waterwise Partnership for Urban South Hampshire; NHS South Central and NHS South East Coast; 298 Parish Councils; 311 Fisheries or Angling Clubs; 69 Members of Parliament/Members of the European Parliament; 82 Citizens Advice Bureaus; 47 Sports and Interest Groups; 20 Horticultural Bodies; 8 Economic development bodies including Regional Chamber’s of Commerce; 6 Faith Groups; and 4 Car Wash or Automobile Associations.

Category Legislation reference Organisation

Statutory DP Regs 2005 2(2)(a) Defra

Environment Agency

Ofwat

Regional development agency DP Regs 2005 2(2)(b) All RDAs within Southern Water’s supply area have since been dissolved.

Elected regional assembly DP Regs 2005 2(2)(c) The South East England Regional Assembly was dissolved on 31 March 2009.

Local authority DP Regs 2005 2(2)(d) Adur District Council

Arun District Council

Ashford Borough Council

Basingstoke & Deane Borough Council

City of Brighton & Hove Council

Canterbury City Council

Chichester District Council

Crawley Borough Council

Dover District Council

East Hampshire District Council

East Sussex County Council

Eastbourne Borough Council

Eastleigh Borough Council

Fareham Borough Council

Gosport Borough Council

Gravesham Borough Council

Hart District Council


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Hampshire County Council

Hastings Borough Council

Havant Borough Council

Horsham District Council

Isle of Wight Council

Kent County Council

Lewes District Council

Maidstone Borough Council

Medway Council

Mid Sussex District Council

New Forest District Council

Rother District Council

Rushmoor Borough Council

Sevenoaks District Council

Shepway District Council

Southampton City Council

Swale Borough Council

Test Valley Borough Council

Thanet District Council

Tonbridge & Malling Borough Council

Tunbridge Wells Borough Council

Waverley Borough Council

Wealden District Council

West Sussex County Council

Winchester City Council

Worthing Borough Council

General DP Regs 2005 2(2)(g) Action with Communities in Rural Kent (formerly Kent Rural Community Council)

Alliance Environment Agency

Angling Trust

Benfield Wildlife Conservation Group

Bexhill Environmental Group

Blackwater Valley Countryside Partnership

Brighton Conservation Volunteers

Brighton Urban Wildlife Group

British Trust for Conservation Volunteers

Campaign to Protect Rural England, Kent Branch

Campaign to Protect Rural England: Sussex Branch (CPRE Sussex)

Chartered Institute of Water and Environmental Management (CIWEM)

Commonwork

CPRE Hampshire

CPRE Kent


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CPRE South East

CPRE South East

CPRE Sussex

CPRE Sussex

Darenth River Preservation Society

East Blatchington Pond Conservation Society

East Hampshire Environment Network

English Heritage

Environmental Protection UK

Friends of Bevendean Down (FOBD)

Friends of Blaker's Park

Friends of Queens Park

Friends of Sheepcote Valley (FSV)

Friends of the Earth

Friends of the Tidemills & Newhaven Eastside Conservation Group

Hampshire and Isle of Wight Wildlife Trust

Hastings Country Park Nature Reserve Conservation Group

Highwoods Preservation Society (HPS)

Itchen Hamble Countryside Project

Itchen Navigation Project

Kent Biodiversity Partnership

Kent Wildlife Trust

Kentish Stour Countryside Project

Lewes District Friends of the Earth

Medway River Users Association

National Trust Friends of Devils Dyke

Natural England

North Kent Environmental Planning Group (NKEPG)

North Wey (Hants) Preservation Society

Powdermill Trust for Nature Conservation

Remade South East

River Adur Conservation Society (RACS)

River Nailbourne Preservation Society

River Wey Trust

Romsey and District Society

Rother Environmental Group (REG)

RSPB

RSPB (Pulborough Brooks)

RSPB South East

Sussex Otters and Rivers Partnership

Sussex Ouse Conservation Society (SOCS)

Sussex Wildlife Trust

Thames And Medway Canal Association

Thames Anglers Conservancy


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Thames Angling Preservation Society

Thameside Works Angling and Preservation Society

The Havant and Bedhampton Pollution Prevention Campaign

Winchester Action on Climate Change (WinACC)

Woodland Park Community Group

WWF-UK

Navigation DP Regs 2005 2(2)(l) Accessible Boating Association

Association of River Trusts

Association of Waterways Cruising Clubs

Blackwater Valley Countryside Partnership

Boat Jumbles Association

Boaters Christian Fellowship

British Canoe Union

British Waterways South East

Chichester Ship Canal Trust

Darenth River Preservation Society

DBA The Barge Association

Fish Legal (fomerly the Anglers Conservation Association)

Fleet Pond Society

Inland Waterways Association

Itchen Hamble Countryside Project

Kent & East Sussex Canal Restoration Group

Kentish Stour Countryside Partnership

Little Stour & Nailbourne River Management Group

Medway Rivers Users Association

Narrowboat Trust Ltd

National Association of Boat Owners

National Community Boats Association

River Beane Preservation Society

Royal Canoe Club

Save Our Waterways (SOW)

Southampton Canal Society

Surrey & Hampshire Canal Society

Sussex Ouse Conservation Society

Sussex Ouse Restoration Trust

Thames and Medway Canal Association

The Canal Group

The River Wey Trust

The Waterways Trust

Waterway Recovery Group

Consumer organisation DP Regs 2005 2(2)(m) Consumer Council for Water

Licensed water suppliers No reference in legislation Albion Water

Anglian Water Group


12


Bristol Water Plc

Cambridge Water Plc

Cholderton & District Water Company

Dee Valley Water Plc

Dwr Cymru Welsh Water

Northumbrian Water Group Plc

Portsmouth Water Ltd

Sembcorp Bournemouth Water

Severn Trent Plc

South East Water Ltd

South Staffordshire Water Plc

South West Water Ltd

Sutton and East Surrey Water Plc

Thames Water Ltd

United Utilities

Veolia Water UK

Wessex Water Services Ltd

Yorkshire Water Services Ltd

Emergency services No reference in legislation East Sussex Fire and Rescue Service

Hampshire Fire and Rescue Service

Kent Fire and Rescue Service

West Sussex Fire and Rescue Service

Hampshire Police

Kent Policy

Sussex Police

Trade associations and consumer groups

No reference in legislation Age UK

British Association of Landscaping Industries

British Horseracing Authority

British Marine Federation

British Swimming Pool Federation

British Turf and Landscape Irrigation Association

Car Wash Campaign Group

Consumers Association

Defence Estates

England and Wales Cricket Board

Federation for Window Cleaners

Fitness Industry Association

Garden Centre Association

Health and Safety Executive

Local Government Association

National Council for Conservation of Plants and Gardens


13


National Society of Allotment and Leisure Gardeners Ltd

National Trainers Federation

Ornamental Aquatic Trade Association Limited

Planning Inspectorate

Racecourse Association Limited

Royal Horticultural Society

Royal Yachting Association

The English Golf Union

The Garden Industry Manufacturers Association

The Horticultural Trades Association

The Swimming Pool and Allied Trades Association

The Water Jetting Association

Turfgrass Growers Association


14

C. Schedule of Respondents

The following table presents a full list of those who responded to the publication of the Draft Drought Plan.

Defra Response Number Name of responder

1 Sussex Enterprise

2 Bewl Bridge Flyfishers Club

3 Johanne Palache (individual)

4 Brighton Conservation Volunteers

5 Bromley (Kent) and District Angling Society

6 London Fire Brigade

7 Stephen Abott (individual)

8 NHS Sussex

9 www.teenshealthinfo.com - ignored

10 Car Wash Association

11 Ouse & Adur Rivers Trust

12 The Horticultural Trades Association

13 R G Spencer (Kingston Parish Council)

14 Billinghurst Parish Council

15 Turfgrowers Association

16 Sue Carruthers (individual)

17 Adam Kalinowicz (individual)

18 National Farmers Union

19 Kevin Thomas (individual)

20 Royal Yachting Association

21 Kent Cricket Board

22 M Newbery (individual)

23 Andrew Birch (individual)

24 Tony Mazey (individual)

25 Hempstead Allotment Society

26 Sussex County Cricket Club

27 Gapfhhy - ignored

28 Swanscombe and Greenhithe Town Council

29 Chatham and District Leisure Gardeners Association

30 Sussex Cricket Board

31 BOXHARRY TEST - ignored

32 Slindon Parish Council

33 Basingstoke & Deane Borough Council

34 Southern Railway Ltd


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Defra Response Number Name of responder

35 Southwater Cricket Club

36 Hook Cricket Club

37 Isle of Wight Council

38 Test Valley Borough Council

39 East Sussex County Council

40 Campaign to Protect Rural England Hampshire

41 Ferring Parish Council

42 Wessex Chalk Stream and Rivers Trust

43 The Test and Itchen Association

44 Southern Water – Durrington

45 Portsmouth Water

46 Natural England

47 Crowhurst Parish Council

48 English Heritage

49 Environment Agency

50 Brighton & Hove City Council

51 Consumer Council for Water

52 West Sussex County Council

53 Crowhurst Cricket Club

54 Hampshire County Council

55 Findon Cricket Club

56 Rottingdean Cricket Club/Palmer Cricket Club

57 Les Williamson (individual)

58 Tess Lees (individual)


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D. Drought Plan Customer Research Final Report

Customer research on

Southern Water’s draft

Drought Plan

Draft report to Southern Water, 11 May 2012

20A Kings Road, St Albans AL3 4TG T 01727 838405 M 079800 42381 E [email protected]


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Contents

________________________________________________________________________

Executive summary i

1 Introduction 1

2 Knowledge and feelings about drought and restrictions 6

3 Views about the phasing of measures and restrictions in the draft

Drought Plan

20

4 Conclusions 44

Annex A Profile of focus group participants

Annex B Topic guide used in focus groups

Annex C Factsheets used in focus groups

Annex D Framework for analysis for focus groups

Annex E Questionnaire for domestic customers

Annex F Questionnaire for non-domestic customers

Annex G Results from the survey with domestic customers

Annex H Results from the survey with non-domestic customers


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Executive summary ___________________________________________________________

1 Introduction

Background and aims

As part of the consultation on its draft Drought Plan, Southern Water decided

to go beyond the standard approach to consultation by hearing directly from

customers. It therefore commissioned the customer research described in this

report.

The customer research addressed the following questions.

What do customers know and feel about droughts and restrictions?

What are customers‟ views about the phasing of measures and restrictions

in the draft Drought Plan?

What are customers‟ preferences about possible ways of communicating

with them about drought and restrictions?

Method

There were three components to the customer research: focus groups with

domestic customers, a telephone survey with domestic customers, and a

telephone survey with non-domestic customers.

Seven focus groups were run with Southern Water domestic customers. In total

52 customers took part. All focus groups were run in areas where Southern

Water is responsible for both water and waste water. Two were run in areas

where the universal metering programme is being rolled out and one in the Isle

of Wight. To ensure that we heard a range of views, we selected participants

to include metered and unmetered customers, of different ages, from different

socio-economic groups, with different levels of discretionary water use, and

with different levels of concern about water shortages. Participants were

given a cash incentive for attending to encourage a wide range of customers

to take part, not only those who were keen to have their say.

The focus groups covered the following issues.

We began by asking participants about recent droughts and restrictions

they had experienced.

We introduced the following three key issues from the draft Drought Plan.

After introducing each issue, we asked participants for their views about it.

- We explained that Southern Water plans to introduce restrictions before

increasing abstraction

- We explained that Southern Water plans to introduce restrictions on

domestic customers before non-domestic customers


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- We showed the restrictions that Southern Water plans to introduce in

each phase: drought (phase 1), severe drought (phase 2), and very

severe drought (phase 3).

Finally we discussed several issues around communicating about drought

and restrictions, including a name for temporary bans.

Two telephone surveys were run with Southern Water customers, one with

domestic customers and the other with non-domestic customers whose

businesses/organisations depend on water (i.e. car washes, window cleaners,

garden centres and nurseries, and public park administrators). There were 402

respondents on the domestic customer survey and 98 on the non-domestic

customer survey.

In the survey we gave similar information to the focus groups. The key

questions in the surveys asked respondents:

To what extent they would comply with restrictions

To what extent they expected to be affected by restrictions

Whether they supported introducing restrictions before increasing

abstraction

Whether they supported introducing restrictions on domestic customers

before non-domestic customers

Whether they supported the proposed phasing of certain restrictions,

including restrictions which had proved controversial in the focus groups.

2 Knowledge and feelings about droughts and restrictions

High level of compliance with restrictions

There was a high level of compliance with restrictions among domestic

customers, with almost nine in ten saying on the survey that they would

comply all the time. This seemed to be due to a combination of factors: the

impacts of restrictions would be negligible for most households; there is social

pressure to comply; there is a fear of fines; and there is a feeling among some

customers that restrictions are justified. Support for restrictions was lower

among commercial customers but six in ten said that they would comply all

the time.

During previous bans, some domestic customers had simply stopped cleaning

their car, watering their garden, and so on. Others had switched to a more

efficient method (e.g. a watering can), used rain water or grey water instead

of tap water, or used water away from home (e.g. a commercial car wash).

There was a mismatch between what participants said they themselves did

and what they thought other people did when restrictions were in place. In

almost every focus group, participants knew of or at least suspected that other

people had broken the rules during a ban. There were instances of, for

instance, neighbours being spotted watering their garden with a hosepipe at

night. While it is possible that participants over-reported their own compliance,


20

there are several reasons why we believe they may have over-estimated other

people‟s non-compliance.

Meters tend to lead to a smaller response to restrictions

Customers who had recently had meters installed through UMP tended to

think that they would reduce their water use less during future bans than they

had in the past. This was mainly because they felt that they were more careful

with water since moving to a meter. There would therefore be less room to

reduce their water use when a ban is introduced.

However, views differed about the impact of meters. There were customers

who said that being on a meter had made no difference to their water use,

and would therefore make no difference to their response to restrictions. It

was even suggested that being on a meter might lead to greater compliance

with restrictions, if customers believe that non-compliance could easily be

detected by Southern Water looking at their meter.

Going beyond restrictions: reducing water use indoors and after restrictions

end

Some participants had reduced their indoor water use when restrictions were

in place. No one reported installing water saving devices indoors but there

were examples of participants changing their everyday behaviour, mainly in

the bathroom. These changes came about because they had noticed

advice to reduce their water use indoors; and they had learnt about (or

become more aware of) limits to water supplies so saw the sense in cutting

back their water use wherever possible.

In some cases changes to indoor and outdoor water use were maintained

after restrictions had ended. This was because new water use habits had

been formed which persisted; water butts had been fitted which were still

being used; and awareness of limited supplies stayed with customers and

continued to affect their water use.

Small impact on households, large impact on businesses

On the survey, three quarters of domestic customers expected that restrictions

would have little or no effect on their household. In contrast, about three

quarters of commercial customers expected that restrictions would affect their

business somewhat or a great deal.

There were several reasons why domestic customers were not bothered about

the personal impact of restrictions. In some cases they did not use water

outdoors. In other cases they were happy to stop using water outdoors,

seeing restrictions as, for instance, a good excuse not to clean their car. Even

in cases where using a hosepipe was troublesome, participants sometimes felt


21

that the inconvenience was trivial when set against the need to protect

resources so that water would continue to be available for the essentials.

Where participants did complain about the practical impacts of a hosepipe

ban, their complaints centred around watering their garden and to a lesser

extent filling their paddling pool. Garden lovers and people who had just laid

turf or put in new plants wished to continue watering their gardens. Relying on

a watering can was far from ideal particularly if they had disabilities and/or

large areas that needed watering.

Necessity, effectiveness, and fairness of restrictions questioned

Participants were sometimes annoyed by restrictions irrespective of how much

they were personally affected by them. They questioned whether restrictions

are a necessary, effective, and fair way of dealing with drought, as

summarised in the three bullet points below.

Restrictions are not really needed They are imposed too soon, left in place

too long, or would not be necessary at all if Southern Water managed

water resources more effectively.

Restrictions are not fair Customers should not be „penalised‟ for Southern

Water‟s failure to provide all the water they need, particularly because

they are paying for water so are entitled to use it as they wish. It is also

unfair if certain activities that use water are permitted when other activities

that matter more to customers have already been banned; if customers

who break the rules get away with it while other customers are making do

without their hosepipes; and if customers who are ordinarily water efficient

have to suffer alongside customers who are not.

Restrictions are not effective for protecting supplies Some customers ignore

restrictions which is problematic because the fewer customers that comply,

the less water saved. Even if they do take notice, switching from a

hosepipe to, say, a watering a can does not actually use much less water.

The most widespread cause of resentment was a strongly held belief that

Southern Water could manage supplies better by, for instance, building more

reservoirs and doing more to fix leaks.

Some objections were based on lack of knowledge (e.g. about the triggers for

restrictions) and misconceptions (e.g. about leakage levels). In a few focus

groups there was time at the end to answer questions or address

misconceptions, and participants tended to respond positively to the

additional information they were given.


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Knowledge about drought and restrictions

There was a tendency to think that restrictions had happened more frequently

and recently than they had. While this led to a little annoyance at restrictions

happening too often, it suggests that restrictions and related issues are well

publicised and are on customers‟ radar.

Knowledge about restrictions varied a great deal. Customers who had

experienced recent restrictions tended to be better informed about them.

For instance, in Horsham participants said they knew when the ban started,

when it ended, and what they were supposed to do differently while it was in

place. However, in Winchester there was much less clarity.

Participants did not always equate hosepipe bans with droughts. For instance,

for some participants droughts were seen as unusual and serious events, while

hosepipe bans were thought to happen more frequently.

There was very little awareness about the steps that Southern Water takes to

deal with drought. When we asked participants about this, they tended to

answer by saying what they thought Southern Water should be doing. These

suggestions included steps that are already being taken.

3 Views about the phasing of measures and restrictions in the draft

Drought Plan

Support for introducing restrictions before increasing abstraction

There was strong support across the sample for the current plan to introduce

restrictions before increasing abstraction. This was mainly based on

recognition that there are limits to the amount of water available, and

concern that increasing abstraction could lead to environmental damage

that could be permanent or difficult to reverse.

Support for restricting non-essential domestic activities as soon as restrictions

are needed

On the whole, customers were broadly comfortable with the domestic

activities identified in the draft Drought Plan being restricted as soon as

restrictions are needed. These activities tended to be seen as non-essential so

customers could forgo them without much difficulty.

Support for later restrictions on important commercial activities

There was sympathy for businesses that rely on water, and a great deal of

concern about how restrictions would impact on jobs in these businesses. It

therefore seemed right that restrictions on window cleaners, car washes, and

garden centres should be imposed as late as possible.


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Support for later restrictions on water-efficient commercial activities

When customers noticed that Southern Water proposed to restrict water-

efficient activities later, this made sense to them. It was seen as rewarding

good behaviour. There was also not much point in restricting these activities

earlier as it would save little water and therefore contribute little to dealing

with drought. However, there was a low level of awareness of water efficient

methods of using water, such as drip and micro-irrigation for watering plants,

and water-fed poles for cleaning windows.

Opposition to later restrictions on non-essential commercial activities

Customers mainly expressed annoyance about restrictions on domestic

activities when they saw that commercial activities that were equally

unimportant (or even less important) would be restricted later. They voiced

their annoyance strongly and repeatedly. It seemed unfair that watering

outdoor plants and cleaning windows should get special treatment when they

took place at a business rather than at home. There was also opposition to

late restrictions on removing graffiti and cleaning commercial vehicles which

were just intended to make things look better. Customers argued for these

restrictions to be introduced at the same time as restrictions at home, with

some caveats (for instance where jobs would be affected).

Mixed views about the phasing of restrictions on allotments and, to a lesser

extent, parks

It was sometimes argued that allotments and to a lesser extent parks have a

different status from private gardens as they support food growing and wildlife,

and should therefore be treated differently. However, the majority of

customers backed the current plan to introduce restrictions at allotments and

parks at the same time as restrictions at home.

Mixed views about watering national and international sports grounds

Watering national and international sports grounds aroused strong but mixed

feelings. On the one hand, customers objected to the large amount of water

they thought would be used; thought it would not be a serious problem if

matches were cancelled or if they had to be played on sports grounds that

had not been watered; and argued that water should be sourced elsewhere.

On the other hand, customers recognised the needs of sports fans and the

economic benefits of large sporting events, particularly occasional high profile

events. Given the strong feelings in both camps, restrictions on national and

international sports grounds are likely to prove controversial whether they are

introduced early or late.


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Cut back rather than ban

Where customers were concerned about the negative impacts of restrictions,

they sometimes suggested cutting back rather than banning activities to

minimise the impacts. In the draft Drought Plan this approach is only taken in

the proposed restriction on watering national and international sports grounds.

Customers suggested using it more widely. For instance, plants at nurseries

could be watered more sparingly and commercial vehicles cleaned less often

with hosepipes, rather than not at all.

4 Conclusions

Factors affecting savings during restrictions

The customer research identified factors which are likely to affect changes in

water use during restrictions, including knowledge and feelings about

restrictions. These factors are summarised in Table 1.

Table 1 Summary of main factors affecting savings during restrictions

Factors supporting

substantial savings when

restrictions are introduced

Challenges to achieving substantial

savings when restrictions are introduced

High level of

compliance among

domestic customers

Willingness to go

beyond what is

required and make

small changes to indoor

water use

Understanding about

what restrictions cover

and that they are

compulsory among

customers who recently

experienced them

Restrictions well

publicised and on

customers‟ „radar‟

Universal metering likely to result in

smaller savings than the past when

restrictions are introduced because

some customers have already

reduced discretionary water use

But universal metering could lead to

higher levels of compliance if

customers worry that non-compliance

can be detected somehow through

their meter

Objections to restrictions – are they

really necessary, effective and fair?

But objections based on

misconceptions and lack of

knowledge that can be addressed

through communications

High level of concern about impacts of

restrictions among businesses that

depend on water


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Views about the phasing of measures and restrictions in the draft Drought Plan

There were several aspects of the draft Drought Plan that customers tended to

support, tended to oppose, and where views differed and there were strong

feelings on both sides. These aspects are summarised in table 2.

Table 2 Summary of feedback about the draft Drought Plan

Aspects that customers

tended to support

Aspects where

customers’ views

differed

Aspects that

customers tended to

oppose

1. Introducing

restrictions before

increasing

abstraction

2. Restricting non-

essential domestic

activities as soon as

restrictions are

needed

3. Restricting when

drought is severe:

- Commercial

activities that could

impact on jobs

- Commercial

activities that are

water efficient

Several restrictions,

particularly

1. Watering

allotments

2. Watering

national and

international

sports grounds

Restricting when

drought is severe

commercial activities

that are not seen as

important i.e.

1. Commercial

activities that are

identical to

domestic activities

restricted earlier

2. Commercial

activities with

„cosmetic‟

purposes


26

1 Introduction ___________________________________________________________

1.1 Background and aims

As part of the consultation on its draft Drought Plan, Southern Water decided

to go beyond the standard approach to consultation by hearing directly from

customers. It therefore commissioned the customer research described in this

report.

Southern Water‟s main interest was in hearing responses to its proposed use of

temporary bans. This is one of the main changes that it has made since its

2008 Drought Plan, as a result of changes introduced in the Flood and Water

Management Act 2010. It wished to understand what customers think about

the proposed phasing of restrictions that can be introduced through

temporary bans.

In addition, Southern Water wished to understand customers‟ starting position

i.e. what they feel and know about drought and restrictions at the moment. It

also wanted to understand how best to communicate with customers about

drought and restrictions.

The customer research addressed the following questions.

What do customers know and feel about droughts and restrictions?

What are customers‟ views about the phasing of measures and restrictions

in the draft Drought Plan?

What are customers‟ preferences about possible ways of communicating

with them about drought and restrictions?

Please note that findings about communicating with customers have not been

included in the report but will be provided shortly.

1.2 Overview of the customer research

There were three components to the customer research, summarised in Table

1.1 below.


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Table 1.1 Three components of the customer research

Component Research questions addressed Timing of

fieldwork

Focus

groups with

domestic

customers

(1) How customers have responded to

drought and restrictions in the past, and

what they feel and know about them

(2) What customers think about the phasing

of the following measures and restrictions

proposed in the draft Drought Plan

- Introducing restrictions before increasing

abstraction

- Introducing restrictions on domestic

customers before restrictions on non-

domestic customers

- Whether any of the activities restricted in

drought (phase 1), severe drought (phase

2), and very severe drought (phase 3) look

out of place

(3) What and how customers have learnt

about drought and restrictions in the past,

and how they would prefer to learn about

them in the future

5 January

to 26

January

2012

Telephone

survey with

domestic

customers

(1) How many customers would comply

with restrictions

(2) How many customers expect to be

affected by restrictions

(3) How many customers support the

phasing of the following measures and

restrictions proposed in the draft Drought

Plan:

- Introducing restrictions before increasing

abstraction

- Introducing restrictions on domestic

customers before restrictions on non-

domestic customers

- Introducing restrictions on the following

after restrictions on households

(i) Using a hosepipe to water parks and

public gardens

(ii) Using a hosepipe to water allotments

(asked on survey with domestic customers

only)

(iii) Using a hosepipe to water national and

international sports grounds (asked on

survey with domestic customers only)

(iv) Watering plants at nurseries and garden

centres (asked on survey with non-domestic

29 March to

5 April 2012

Telephone

survey with

non-

26 March to

3 April 2012


28

domestic

customers

customers only)

(v) Cleaning windows carried out by

window cleaners (asked on survey with non-

domestic customers only)

(vi) Washing cars carried out by car washes

including mechanical and hand car

washes (asked on survey with non-domestic

customers only)


29

1.3 Method – focus groups

Sample

7 focus groups were run with Southern Water customers, with 6 to 8

participants in each. In total 52 customers took part. All focus groups were run

in areas where Southern Water is responsible for both water and waste water.

Two focus groups were run in areas where the universal metering programme

is being rolled out (Horsham and Rochester) and one in the Isle of Wight. To

ensure that we heard a range of views, we selected participants to include

metered and unmetered customers, of different ages, from different socio-

economic groups, with different levels of discretionary water use, and with

different levels of concern about water shortages. Annex A includes a more

detailed discussion of the sample design and a description of the profile of

participants.

Participants were given a cash incentive for attending (£45 each). Giving

cash incentives is standard practice and is essential to encourage a wide

range of customers to take part, not only those who are keen to have their say.

Procedure

Each focus group lasted 2 hours. During the focus groups we discussed the

topics listed below. For further details see the topic guide in Annex B. We

encouraged participants to talk freely around the issues, prompted them to

ensure that important issues were discussed, and probed to ensure that views

and reasons for them were fully explored. We provided basic information

about drought, restrictions, and the proposed phasing of measures and

restrictions in the draft Drought Plan. The information can be found in Annex C.

The focus groups covered the following issues.

We began by asking participants about recent droughts and restrictions

they had experienced.

We introduced the following three key issues from the draft Drought Plan.

After introducing each issue, we asked participants for their views about it.

- We explained that Southern Water plans to introduce restrictions before

increasing abstraction.

- We explained that Southern Water plans to introduce restrictions on

domestic customers before non-domestic customers.

- We showed the restrictions that Southern Water plans to introduce in

each phase: drought (phase 1), severe drought (phase 2), and very

severe drought (phase 3).

Finally we discussed several issues around communicating about drought

and restrictions, including a name for temporary bans.


30

Analysis and reporting

Discussions were digitally recorded and transcribed verbatim. This allowed us

to carry out detailed analysis and to include quotes to illustrate points in the

report. We analysed the transcripts using thematic analysis. The themes for

analysis are shown in Annex D.

The focus groups provided a detailed understanding of customers‟ views and

the reasons underlying them. It is not meaningful to report the number of

participants expressing particular views in the focus groups because of the

small number of participants and the purposive way in which they were

selected. Therefore when reporting findings from the focus groups in this report,

only a very broad indication of prevalence is given.

1.4 Method – survey

Sample – domestic customers

The telephone survey was carried out with individuals aged 18 years or over

living in Southern Water‟s area of operation, identified by postcodes. Quotas

were set on age, gender, and working status. The total number of achieved

interviews was 402.

Sample – non-domestic customers

The sample consisted of car washes, window cleaners, garden centres and

nurseries, and public park administrators (i.e. councils) in Southern Water‟s

area of operation, identified by postcodes. The focus was on these types of

businesses/organisations because water use is central to what they do. The

sample was drawn from a number of sources.

List from Experian (Yellow pages data)

List of public park administrators from Southern Water

List of window cleaners from Federation of Window Cleaners

List of open dealer garages with car washes from Catalist

List of car washes and window cleaners from Google

The total number of achieved interviews was 98.

Questionnaire

Interviews were very short (about 4 minutes) and focused on responses to

restrictions in general and to key issues from the draft Drought Plan. The

questionnaires for the surveys with domestic and non-domestic customers

were very similar. The main differences were the questions about personal or

business characteristics and water use.

The questionnaires covered the following issues

To what extent respondents would comply with restrictions

To what extent they expected to be affected by restrictions


31

Whether they supported introducing restrictions before increasing

abstraction

Whether they supported introducing restrictions on domestic customers

before non-domestic customers.

Whether they supported phasing of the following restrictions. (i), (ii), and (iii)

were asked about because they had proved controversial in the focus

groups.

(i) Using a hosepipe to water parks and public gardens

(ii) Using a hosepipe to water allotments (asked on the survey with domestic

customers only)

(iii) Using a hosepipe to water national and international sports grounds

(asked on the survey with domestic customers only)

(iv) Watering plants at nurseries and garden centres (asked on the survey

with non-domestic customers only)

(v) Cleaning windows carried out by window cleaners (asked on the survey

with non-domestic customers only)

(vi) Washing cars carried out by car washes including mechanical and

hand car washes (asked on the survey with non-domestic customers only)

When asking about compliance with restrictions, to reduce social desirability

bias customers were offered responses options on a scale („all of the time‟,

„most of the time‟, „some of the time‟, „not at all‟), rather than simply „yes‟ or

„no‟.

As in the focus group, we introduced each issue before asking the respondent

for their views about it. Because the surveys were administered by phone,

information about the Drought Plan was kept very brief.

The questionnaires are included in Annex E (domestic customer survey) and

Annex F (non-domestic customer survey).

1.5 Overview of the report

The report discusses findings from all three components of the research.

Findings from the surveys are illustrated with graphs. Findings from the focus

groups are illustrated with verbatim quotes from participants (shown in italics).

Chapter 2 looks at what customers know and feel about restrictions, and

how they would change and have changed their water use in response to

restrictions.

Chapter 3 describes customers‟ views about the proposed phasing of

measures and restrictions.

Chapter 4 very briefly summarises conclusions about

- Aspects of the draft Drought Plan customers supported and opposed

- Factors which are likely to affect responses to restrictions, including

knowledge and feelings about them


32

2 Knowledge and feelings about drought and

restrictions ___________________________________________________________

This chapter covers the following issues.

Section 2.1 discusses changes to customers‟ water use related to restrictions.

On both surveys customers were asked to what extent they would comply

with restrictions if/when they are introduced this summer. In the focus

groups they discussed how they changed their water use during previous

restrictions: whether and how they complied; whether being on a meter

had or would make any difference to their response; what changes, if any,

they made to their indoor water use; and what changes, if any, they

continued after restrictions ended.

Section 2.2 describes customers‟ feelings about restrictions. On both

surveys customers were asked to what extent they thought their household

or business/organisation would be affected by restrictions. In the focus

groups they discussed their feelings about restrictions more broadly. As well

as talking about the practical impacts, they raised issues about how fair,

effective, and necessary restrictions seem.

Section 2.3 describes customers‟ knowledge about drought and restrictions.

In the focus groups customers tried to recall when they had last

experienced drought and restrictions. They explained when they thought

restrictions are introduced (i.e. are they only introduced when there is a

drought?), what they understood restrictions to cover (including whether

they realised they were compulsory), and what they thought Southern

Water did (or did not do) before and alongside restrictions.

2.1 Changes to water use during and after restrictions

Level of compliance

On the survey of domestic customers, very high levels of compliance with

restrictions were reported, with almost nine in ten respondents (88%) saying

they would comply with restrictions all the time. Only 3% said they would not

take any notice. Compliance was lower among commercial customers

whose business depended on water (window cleaners, car washes, nurseries,

garden centres and public park administrators), but the majority of

respondents (61%) still said they would comply all the time. Only about one in

ten (12%) said they would not comply at all.


33

Figure 2.1 Compliance with a ban, when/if there is one this summer

Base: All respondents on domestic customer survey (n=402) and all

respondents on commercial customer survey (n=98)

In the focus groups, no one admitted that they had broken the rules

themselves during previous bans. However, they knew of or at least suspected

that other people had done so, including neighbours and family members1.

Participants tended to talk about covert rather than blatant hosepipe use,

particularly watering the garden with a hosepipe or sprinkler in the evening

(“Our next door neighbour was always sneaking out to water his plants”, “My

wife used to do it after dark”). But even this could be fairly easily spotted (“I

think everybody else‟s lawn was brown and ours was like a billiard table”).

Changes to outdoor water use

In order to comply with a hosepipe ban, participants changed their outdoor

water use in various ways.

Change 1: Stopped using water for certain purposes

Participants simply stopped watering their garden, washing their car, and so

on, if:

1 There are several possible reasons for the mismatch between what participants said they themselves did and what they thought other people did during restrictions. They might have over-reported their own compliance. Alternatively they might have over-estimated other people’s non-compliance. They might have mistakenly thought that there was a ban in their area (see section 2.3) and therefore

might have mistakenly assumed that other people were breaking the ban. There is a well-documented tendency for people to assume that they are more virtuous than others, and

engage less often in anti-social activities. In some cases participants mentioned specific examples of rule breaking but in other cases they seemed to be

relying on rumour (“I’ve never seen people using them but I know they do…”).

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Domestic Commercial

Don't know

Not at all

Some of the time

Most of the time

All of the time


34

They were not all that bothered about doing it. For instance, a woman

described the hosepipe ban as “a very good excuse for not washing the

car”.

They thought it would be too difficult without a hosepipe. For instance, a

man with a large garden who ordinarily watered it with a hosepipe

explained that he “had to stop watering it” during the ban and let some

plants die, implying that he did not see a watering can as a viable

alternative.

Change 2: Switched to a more water efficient way of using water at home

Participants went to the extra effort of using a hosepipe or bucket so that they

could continue to look after their garden or their car if they cared too much to

stop. However, participants were not always convinced that the alternative

actually used less water (see section 2.2).

“If you‟re a keen gardener you would probably just end up doing a bit

more walking up and down, using a watering can.” (Man, Hastings)

Change 3: Started to use (or increased their use of) rain water or grey water

There were instances of participants fitting a water butt so that they could use

rainwater to water the garden, or starting to use bath water or washing up

water on their garden.

Change 4: Carried out the activity away from home

For participants who ordinarily washed their car at home with a hosepipe,

taking it to a garage or to work to get it cleaned was a convenient alternative.

“I think if there‟s a hosepipe ban, it doesn‟t really affect me because I live

in a flat and if I want to wash my car, I do it at work and use theirs.

Because we have to keep our lorries clean we have a jet wash. If there‟s a

hosepipe ban, I‟ll just stick my car in there and give it a quick blow over.”

(Man, Hove)

Impact of meters

Views differed about how being on a meter might affect responses to

restrictions.

Metered customers might respond less

There were two reasons for suggesting that customers might respond less to

restrictions as a result of being on a meter.

Reason 1 Some participants had cut back on their indoor and outdoor water

use (or planned to do so) in order to manage their bills after having a meter

installed. For instance, a woman with young children explained that she used

to be careless with water when filling the paddling pool (“I would put the hose

in the paddling pool and it would overflow and I would be oblivious to it”).


35

She expected she would be filling the pool less or making it last longer now she

was on a meter.

There would therefore be less room to reduce water use in response to

restrictions. This point was made by customers in both Horsham and Rochester

who had recently had meters fitted as part of the universal metering

programme, as well as customers in other focus groups. As one participant

put it:

“You‟re half way prepared [for a ban], half way there, because you‟re

restricting yourself anyway with the meters. The meter is a deterrent

because you see the pounds going up.” (Woman, Rochester)

Reason 2 It was suggested that some customers on a meter they might feel

entitled to use as much water as they like as they are paying for what they use.

They might therefore ignore restrictions. In fact, the only participants who

admitted to feeling this sense of entitlement during restrictions were

unmetered customers who considered their bill expensive, suggesting that this

mindset may have more to do with perceived value for money rather than

being on a meter. It was also highly unusual to feel this way.

Metering might make no difference

Not all customers agreed that being on a meter had made a difference to

their water use, meaning that it would not affect their response to restrictions.

For instance:

A woman on the Isle of Wight reported that being on a meter had only

affected her consumption in the short term.

A man on the Isle of Wight said that being on a meter felt no different to

paying a RV bill because he paid the same amount each month through

direct debit.

A newly metered customer in Rochester said that she would only decide

whether to reduce consumption when she saw her first metered bill and

found out whether it was in fact higher than her RV bill.

Metered customers might respond more

It was occasionally suggested that customers might actually respond more to

restrictions as a result of being on a meter. If a metered customer was

breaking a ban, it was thought that their non-compliance could be detected.

The fear of detection might deter them from taking the risk.

“If you were using the hose secretly out the back and someone accused

you of that, the water authority could look at your meter and say „he is‟.”

(Man, Horsham)


36

Expectations about frequency of restrictions

As well as possibly affecting responses to restrictions, universal metering

seemed to affect customers’ expectations about how often restrictions would

occur. Again views differed about what impact it would have. On the one

hand, with more customers on meters being careful with water, it was thought

that droughts and restrictions would occur less often (“If everyone‟s watching

their pennies and not using as much, hopefully there‟ll be more reserves”). On

the other hand, the need for universal metering suggested a problem with

water resources, so it was thought that more frequent droughts and restrictions

were on their way.

Going beyond restrictions

Hosepipe bans sometimes had an impact on indoor water use. No-one

reported installing water saving devices indoors but there were examples of

participants changing their everyday behaviour, mainly in the bathroom. For

instance, they had started turning the tap off while brushing their teeth or

reminding their children to do so; taking showers rather than baths; and being

quicker in the shower.

There seemed to be three mechanisms for these changes.

Some participants had noticed messages at the time of the hosepipe ban

about reducing their water use indoors as well as stopping using a hosepipe.

Some participants had learnt about the limit to water supplies and

therefore realised that it made sense to cut back on their water use indoors

as well as outdoors. For instance, a woman explained that TV coverage

during the last drought had convinced her that:

“You have to go careful with water because there might not be any soon.

You were worried all the time about how you were using your water. When

you‟re in the habit of splashing your face or using it liberally, it‟s hard to kind

of cut back.” (Woman, Rochester)

If someone was already concerned about and careful with water, the

hosepipe ban made the issue more front of mind leading to an even

greater effort than usual to save water both indoors and outdoors.

Continuing to use less water beyond the end of restrictions

In some cases, hosepipe bans had long term impacts, with changes to indoor

and outdoor water use maintained beyond the end of the ban. This came

about in three ways.

Water butts fitted during a ban seemed to be used beyond the end of it.

For instance, a keen gardener who had installed a third water butt during


37

the last hosepipe ban said that she now never uses a hosepipe on her

garden.

New patterns of water use that were formed during the drought were

maintained afterwards (“you keep good habits”).

Awareness of limited supplies had stayed with participants and continued

to affect their water use. In recent hosepipe bans, media coverage had

conveyed the message in a memorable way while standpipes in the 1976

drought had provided direct experience of not having water on tap.

“I think the [1976] drought, living through that and realising that water isn‟t

always there, had a huge impact on me personally and my brothers as well.

We saw what it was like not to have water.” (Woman, Hastings)

Recommendations

Continue to encourage customers to go beyond the restrictions and

make changes to their indoor water use. Some customers are likely to

see the sense in this advice and be receptive to it.

In order to promote changes that will be maintained long term:

- Encourage customers to install water butts and water saving devices

indoors (e.g. save-a-flushes).

- Encourage them to try new everyday behaviours as soon as possible

after restrictions are introduced. This will leave plenty of time for new

habits to form before restrictions end.

2.2 Feelings about restrictions

Impact of restrictions

On the domestic customer survey, only about one fifth of respondents (21%)

expected that they would be affected somewhat or a great deal. The vast

majority (71%) expected that the restrictions would have little or no impact on

them (see Figure 2.2).

Many more commercial customers whose business depended on water

(window cleaners, car washes, nurseries, garden centres and public park

administrators) expected to be affected by restrictions, with three quarters

(78%) saying that the restrictions would affect them somewhat (14%) or a great

deal (57%).

Figure 2.2 Expected impact of a ban on their household or

business/organisation


38



In the focus groups participants explained why they expected (or did not

expect) to be affected by restrictions. They fell into three broad sets in terms

of their feelings about restrictions.

The first set was not bothered by restrictions because they used little or no

water outdoors. This was the case for:

Customers who did not have, for instance, a car, a garden, or an outdoor

tap.

Customers who were not bothered about washing their car, did not feel

the need to water their garden, were content not to use paddling pools,

and so on.

Customers who already chose to wash their car at a commercial car wash.

The second set was willing to cut back on their outdoor water use in order to

ensure that supplies were protected for the essentials. Cutting back

sometimes inconvenienced them but this inconvenience was viewed as

unimportant when set against the need to save water.

“You know it‟s for the common good really.” (Woman, Horsham)

“It didn‟t really matter as long as I was just able to do the essential use:

have a shower, a wash, toilet, tea, washing up. They‟re the main things, I

think. You don‟t have to wash your car or water the garden, they‟re not

essential.” (Woman, Rochester)

“It was obviously necessary so there wasn‟t much point in feeling annoyed,

was there?” (Man, Ramsgate)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Domestic Commercial

Don't know

Not at all

Not very much

A fair amount

A great deal


39

The third set had felt “resentful”, “irritated”, “annoyed”, or “frustrated” to be

told to stop using hosepipes. Sometimes they were annoyed because of the

impact on their lifestyle but sometimes they were annoyed on principle,

irrespective of whether the ban impacted on them.

Where participants complained about the practical impacts of a hosepipe

ban, the focus was on their gardens. Garden lovers and people who had only

just planted up their garden wished to continue watering their garden. Relying

on watering cans was far from ideal, particularly in certain circumstances.

Customers with disabilities For instance, an older woman with arthritis said

she had to stop growing vegetables because carrying watering cans was

difficult for her.

Customers with large areas that needed watering For instance, a young

man who had just “forked out” on a new lawn said that he watered it by

hand with a watering can but was “knackered” by doing this.

Participants were sometimes also upset at not being able to fill paddling pools

with hosepipes. However, not being able to use a hosepipe to clean their car

caused very little annoyance. This was mainly because participants tended to

ordinarily use a car wash or not clean the car often (“the rain washes it”). For

those who did clean the car at home with a hosepipe, doing it elsewhere, at

work or at a car wash, was a convenient alternative.

Just the occasional participant reported a general sense of being put out by

the ban.

“I thought „well blooming hell‟. I was brought up in the war and it as very

restricted then. Then you got used to a bit of convenience. You‟re used to

having something on tap.” (Woman, Rochester)

Restrictions sometimes caused participants to feel “anxious”, “worried” or

“stressed”. There seemed to be two main reasons for this fear. Firstly,

participants wondered what would happen next. Would there, for instance,

be serious water shortages and standpipes? Secondly, they worried about

being mistakenly accused of breaking the ban and being fined.

Objections to restrictions on principle

Some customers were annoyed by restrictions on principle, irrespective of how

much they were personally affected by them. The beliefs that lay behind this

annoyance are summarised in the following three bullet points and in Figure

2.3, and then explained in detail below. Only two of these beliefs were

widespread: customers are getting away with breaking the rules (belief 8) and

restrictions would not be needed if Southern Water took more care of supplies

(belief 1).


40

Restrictions are not really needed They are imposed too soon, left in place

too long, or would not be necessary at all if Southern Water managed

water resources more effectively.

Restrictions are not fair Customers should not be “penalised” for Southern

Water‟s failure to provide all the water they need, particularly because

they are paying for water so are entitled to use it as they wish. It is also

unfair if certain activities that use water are permitted when other activities

that matter more to customers have already been banned; if customers

who break the rules get away with it while other customers are making do

without their hosepipes; and if customers who are ordinarily water efficient

have to suffer alongside customers who are not.

Restrictions are not effective for protecting supplies Some customers ignore

restrictions which is problematic because the fewer customers that comply,

the less water saved. Even if they do take notice, switching from a

hosepipe to, say, a watering a can does not actually use much less water.


41

Figure 2.3 Objections to restrictions on principle

Belief 1: Restrictions not needed if Southern Water managed supplies better

It was argued that there should be no need for restrictions. This was based on

a belief that there was not really a shortage of water because, for instance, it

rains a lot, England is surrounded by sea water, and water goes round the

water cycle. It seemed to participants who held this belief that restrictions

would not be necessary if Southern Water did a better job of managing

supplies by building more reservoirs, building desalination plants, or doing more

to deal with leakage. They regarded it as unfair on customers to have to

suffer because of Southern Water‟s problems (“if they can‟t store water when it

rains, it‟s their problem not mine”).

This resentment was linked to lack of knowledge about what Southern Water is

doing to deal with drought (see section 2.3). It was also linked to general

misconceptions about Southern Water‟s investment and performance, such as

overestimates of leakage levels. For instance, one participant said he had

heard that 60% of water is lost through leaks. Another explained:

NOT NEEDED

NOT FAIR NOT EFFECTIVE

Watering cans etc use no less water than

hosepipes

Customers get away with breaking

the rules

Less important uses still permitted

Paying for water so entitled to

use it

SW should manage supplies

better

Imposed too soon & in place too

long

Unfair if usually careful

with water

‘Forced’ to use less

water


42

“I feel like having seen the programmes on TV with millions of gallons

squirting out, I think you‟re banning me from using my hosepipe and I‟m not

wasting it. But you‟re letting all of this water just pour out from pipes that

aren‟t secure. I feel there‟s a piece of the road that is soaking and that‟s

been like that for over a year and no-one‟s bothered to repair that but I

can‟t use my hosepipe for ten minutes.” (Woman, Hove)

In some focus groups, there was time at the end to discuss the steps that

Southern Water is taking to deal with water scarcity and alleviate drought. This

information was well received as it showed that Southern Water was doing its

bit before insisting that customers cut back. It took the sting out of objections

to restrictions.

Belief 2: Restrictions imposed too soon and left in place too long

It was sometimes said that restrictions were imposed too readily. Participants

were not always convinced that the situation was sufficiently serious to warrant

them. There was some interest in being told how Southern Water decides

whether to introduce restrictions i.e. what the triggers are.

“You know that after about 5 days of sunshine we‟re going to get a

hosepipe ban. We always do, year in, year out. It rains 90% of the year. We

have 2 weeks of sunshine and we‟re in a hosepipe ban.” (Woman,

Winchester)

It was also thought that restrictions were kept in place for too long, rather than

being removed once it starts to rain. As a result, a participant admitted that

he just assumed that the problem was over and started using his hosepipe

again without being told that he could.

“You see rain and you think „I‟ll be all right now.‟ You probably have a

week of rain and they say there‟s still a water shortage. People seem very

quick to say there‟s a hosepipe ban on but very slow to say the hosepipe

ban has ended. So you kind of end up guessing „well, there‟s been a bit of

rain so it must be OK to use my hosepipe.‟” (Man, Isle of Wight)

Belief 3: Minimal savings from switching to buckets and watering cans

Participants sometimes could not see the sense in focusing restrictions on

hosepipes. This was because they thought that the same amount of water

would be used with, for instance, a bucket or a watering can. A woman who

said she probably would use her hosepipe to clean her car during a ban

thought that “You could be more wasteful using a big bucket.” Another

woman explained that she did comply but used her hosepipe to fill her

watering cans and thought she ended up using the same amount of water as

usual (“It just took a bit longer and made a nonsense of the whole thing”).


43

Belief 4: ‘Forced’ to use less water

Having restrictions in place made it feel like customers were being “told what

to do.” It was said that this bossy approach might upset some customers to

the point where they would refuse to comply (“People are not very good at

taking notice of being told what to do”). They would prefer to be advised,

rather than forced, to use less water. It was sometimes said that customers

would take more notice of advice than force although views differed on this

point.

Belief 5: Paying for water entitles customers to use it

There was a feeling that because customers are paying for water, they are

entitled to use it however they please during a ban. This feeling was far from

widespread, but it was mentioned by unmetered customers in both high and

low socio-economic groups.

“I think it‟s a damn cheek restricting us when we‟re paying all this money. If

they‟re going to restrict us then they should give us some sort of rebate,

discount, or whatever. Why should we pay for something that we‟re not

having?” (Woman, Winchester)

Belief 6: Less important uses are permitted

There was just a little frustration at unimportant uses of water being permitted

to continue after household restrictions have begun.

“I remember having a hosepipe ban at home and then going to the sea

front and seeing the public water taps left dripping. That annoyed me.

Because if we couldn‟t use our hosepipes then why was our council

providing free water for people to rinse off their sandy feet before they got

in their cars?” (Woman, Isle of Wight)

It is likely that the low level of complaints on this issue was because participants

generally had not noticed the difference in timing of restrictions. When it was

brought to their attention that businesses could continue to use water for

purposes that they considered trivial after restrictions had already been

imposed on households, this annoyed participants a great deal (see chapter

3).

Belief 7: Unfair for water efficient customers to suffer because of other

customers’ carelessness

It could be galling for customers who are ordinarily careful with water to have

their water use restricted in the same way as customers who are profligate

with water. It was thought that there are fairer ways of managing supplies,

such as stepped tariffs.


44

Belief 8: Customers get away with breaking the rules

Participants were sometimes cross about other customers breaking the rules

because it seemed unfair to people like them who were toeing the line.

However, this was not always the case. Noncompliance was sometimes met

with admiration because it was seen as customers finding a clever way

around an irritating rule.

There were also mixed views about how well restrictions were enforced. Some

participants felt that restrictions were impossible to enforce because there was

no one responsible for doing so. For instance, a participant joked about the

need for “drought police”. However, other participants had heard about

efforts to find customers who were breaking the ban (“sending helicopters

over to have a look”) and were worried that they might be mistakenly fined

(“Everyone was nervous…”).

Even where the restrictions were not officially enforced, it was said that there

were still barriers to breaking the ban, namely disapproval from neighbours

(“you‟re going to attract naming and shaming”) and customers reporting non-

compliance (“it costs too much money to enforce so they rely on people

grassing people up”). For instance, a man who had laid new turf in his garden

just before a hosepipe ban admitted that he would have watered the garden

with a hosepipe if it had not been for a neighbour who was a “pillar of the

community”.

While some participants saw rule breaking as unusual, others thought that it

was widespread and therefore assumed that hosepipe bans would do little to

protect supplies.

Reason for annoyance Recommendations

Belief 1: Restrictions not

needed if Southern

Water managed

supplies better

- Give examples of the steps that Southern

Water is taking to deal with the drought

- Give information to correct misconceptions

about leakage

Belief 2: Restrictions

imposed too soon and

left in place too long

- Explain the triggers for restrictions

- Explain why restrictions need to continue even

when it is raining

Belief 3: Minimal savings

from switching to

buckets and watering

cans

Explain the reason for focusing mainly on

hosepipe use e.g. give figures to show how

much water is used by a hosepipe in an hour

and how much water can be used by someone

carrying a watering can in an hour

Belief 4: „Forced‟ to use

less water

Ask customer to cut their water use in other

ways, besides complying with restrictions

Belief 5: Paying for water

entitles customers to use

it

Recommendation to be added

Belief 6: Less important - As far as possible, restrict activities that are


45

uses are permitted

(Discussed in chapter 3)

equally important (or unimportant) at the same

time

- Explain the reasoning behind the phasing

Belief 7: Unfair for water

efficient customers to

suffer because of other

customers‟ carelessness

Recommendation to be added

Belief 8: Customers get

away with breaking the

rules

- Give figures to show that the vast majority of

customers do comply (e.g. from the survey

carried out for this research)

- Mention fines for not complying

2.3 Knowledge about drought restrictions

Frequency and recency of restrictions

There was a tendency to overestimate how recently and frequently restrictions

had happened. In all the focus groups apart from one (Ramsgate), someone

thought there had been restrictions in their area in the last two to three years

or even more recently. Some participants, even in Winchester, believed they

experienced restrictions “nearly every year”.

Knowledge varies

Knowledge about restrictions varied a great deal. At one extreme, in Horsham,

participants felt well informed about recent hosepipe bans. They said they

knew when the ban started, when it ended, and what they were supposed to

do differently while it was in place.

At the other extreme, in Winchester, there was much less clarity. For instance,

there were marked differences of opinion about when there had last been a

hosepipe ban in the area, with some participants saying that the last time had

been in 1976 and others thinking that they had had a ban several times in

recent years. When they thought they had heard about a ban, there was

uncertainty whether there was in fact a ban in force.

“Having small children and wanting to fill up paddling pools and things like

that, I never knew if I could or if I couldn‟t.” (Woman, Winchester)

What is and is not allowed

In areas with more recent restrictions, participants tended to have a better

understanding of the compulsory nature of hosepipe bans. They generally

understood that it was prohibited to use a hosepipe during a ban, and there

were mentions of fines for customers who broke the rules. In contrast, in areas

which had not had recent restrictions, there was sometimes a feeling that

restrictions were just advice (“told to try to use water sparingly”).


46

When restrictions are introduced

Some participants believed that a hosepipe ban was introduced when there

was a drought. If there was a hosepipe ban, this meant that there was a

drought (“I‟d assume there is a drought if there's a hosepipe ban”).

However, hosepipe bans were not always equated with droughts. There were

three lines of evidence for this.

It was thought that hosepipe bans preceded droughts and were intended

to prevent them. If there was a drought, more drastic measures, such as

standpipes, would be needed.

It was said that there had been several recent hosepipe bans since the last

drought quite some time ago.

Droughts were seen as unusual extreme events while hosepipe bans were

thought to happen more frequently. Images and definitions of drought

included“40 days and 40 nights without a drop of rain”, “Everything gets

turned brown”, “Something that happens in East Africa really”. However,

participants recognised that not all droughts were equally serious. They

distinguished between severe droughts, such as the 1976 drought (“real

drought”, “proper drought”, “big drought” or “major drought”) and less

severe droughts (“mini-drought” or “water shortage”).

What water companies do before and alongside restrictions

Participants generally knew very little about what Southern Water does to deal

with drought. When we asked participants about this issue, they tended to

answer by saying what they thought Southern Water should be doing (“let‟s

hope they‟re drilling some more wells somewhere to supply us with some more

water”). These suggestions included steps that are already being taken.

However, there were some unusually knowledgeable participants who knew

about bulk transfers (“trading water”), keeping “reservoirs topped up”, and

additional effort to fix leaks and investigate sources of water. There was also a

little awareness of long term efforts to build more reservoirs (“it was very big in

the news a few years ago”).


47

3 Views about the phasing of measures and

restrictions in the draft Drought Plan ___________________________________________________________

This chapter covers the following issues.

Section 3.1 presents customers‟ views about whether restrictions should be

introduced before or after increasing abstraction. On both the surveys and

in the focus groups, customers were asked this question. In the focus

groups they explained the reasons for their answers.

Section 3.3 describes what customers thought in principle about

introducing restrictions on businesses after restrictions on households. On

both the surveys and in the focus groups, customers were asked whether

Southern Water should introduce restrictions on businesses after or at the

same time as households. In the focus groups we explored the reasons for

their answers.

Sections 3.2, 3.4, 3.5, 3.6 and 3.7 discuss feedback about the proposed

phasing of restrictions. In the focus groups, we showed customers what

activities Southern Water proposes to restrict at the start of a drought

(phase 1), in severe drought (phase 2), and in very severe drought (phase

3). They discussed whether they thought any of the restrictions seemed out

of place and why. On the survey of domestic customers, respondents were

asked about restrictions that had been most controversial in the focus

groups i.e. watering parks, allotments, and national and international sports

grounds. On the survey of non-domestic customers, respondents were

asked about restrictions that would affect businesses and organisations that

are likely to be most affected by restrictions i.e. watering parks, watering

plants at nurseries and garden centres, cleaning windows, and cleaning

cars at car washes.

3.1 Should restrictions be introduced before increasing abstraction?

On the survey of domestic customers, there was a very high level of support for

the current plan, with three quarters of respondents (75%) in favour of

introducing restrictions before increasing abstraction (see Figure 3.1). There

was less support on the survey of commercial customers but even here half of

respondents (52%) backed the proposed order.


48

Figure 3.1 Should restrictions be introduced before increasing abstraction or

vice versa?



Echoing findings on the survey, the dominant view in the focus groups with

domestic customers was that restrictions should be introduced before

increasing abstraction. Increasing abstraction was seen as a “last resort” to

turn to later if necessary. For some participants, this order seemed so obvious

and logical that they had trouble explaining why they thought this way, and

could not see why anyone would hold the opposite view.

In contrast participants who argued for increasing abstraction before

introducing restrictions tended not to make the case strongly. Sometimes their

arguments were tentative because they said that they lacked the information

to reach a firm conclusion. Sometimes they could see both sides of the

argument i.e. they could see reasons for introducing restrictions before and

after abstraction.

Reasons for introducing restrictions first

In the focus groups with domestic customers, participants gave four reasons

(listed below) for thinking that restrictions should be introduced before

increasing abstraction. The first two reasons were mentioned repeatedly and

in almost all the focus groups. The last two reasons were rarely mentioned.

Reason 1 It was thought that there are limits to the amount of water available

(“It‟s obviously not an endless supply, is it?”). It therefore made sense to use

less water before dipping into limited reserves. Otherwise customers would

waste water on activities that they could easily do without, and it would not

be available for the essentials if the drought continued for some time.

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Domestic Commercial

Don't know

Abstraction first

Restrictions first


49

“If you start to take [water] from every resource while people are still

wasting it, then you‟re going to run out. Then when you‟ve run out you‟ll go

„oh, by the way, can you turn your hosepipe off?‟ It‟s closing the gate after

the horse has bolted, isn‟t it?” (Man, Horsham)

Reason 2 There were worries that increasing abstraction would impact on the

environment. Protecting the environment was seen as more important than

letting customers continue to use water however they liked, partly because of

concerns that environmental damage would be permanent or difficult to

reverse. By increasing abstraction after taking other actions, Southern Water

was seen to be taking care of the environment.

“[If we] take water from nature, animals need water too. We‟ll just take all

their water and they‟ll all die off slowly.” (Woman, Ramsgate)

“Paddling pool and swimming pools and things like that, they‟re just for

luxury. Lots of animals and birds and things rely on water, fish and insects”.

(Woman, Rochester)

Reason 3 Increasing abstraction first seemed to be promoting wasteful use of

water because it gave the impression that there was plenty of water for

customers to use however they choose.

Reason 4 It was thought that increasing abstraction might be costly. If this was

the case, it would be in customers‟ interests to introduce restrictions first.

Reasons for increasing abstraction first

In the focus groups with domestic customers, four reasons (listed below) were

given for increasing abstraction first. All were rarely mentioned.

Reason 1 It was argued that water supplies taken from the environment would

be replenished through the water cycle so it would be fine to take as much

water as needed.

“The water supplies won‟t run out. Sooner or later, it might be a long

drought, but you‟ll get the water back again. You‟ll get evaporation, it‟s

not going to go on forever, the rain will come again and it‟ll all get put

back where it was.” (Woman, Winchester)

Reason 2 There was a suspicion that it might be possible to abstract more

water than at present without damaging the environment. For instance, a

participant wondered if Southern Water might keep plenty in reserve, perhaps

only using 60% of available groundwater. Another participant believed that

the Environment Agency would only allow water companies to abstract more

water if it did not damage the environment, so why not take as much as they

allowed before introducing restrictions? Once this limit was reached, without


50

affecting the environment, Southern Water should look to reduce leakage and

restrict use.

Reason 3 If restrictions are not very effective, there would be little point in

introducing them, and instead it would make sense to start increasing

abstraction right away. Participants who made this argument did not have a

feel for how effective restrictions would be (“I just wonder if bans actually do

have a significant impact”).

Reason 4 It was argued that if restrictions impact on discretionary use, such as

car washing and gardening, then it would be fine to restrict water use before

increasing abstraction. However, if they impact on basic needs, such as

cooking and washing, or important leisure activities, such as filling a paddling

pool for children, it would be preferable to increase abstraction first.

Recommendations

Leave the current plan as it is, to introduce restrictions before

increasing abstraction.

When explaining the reason for introducing restrictions before

increasing abstraction, focus on limited supplies and the impact of

abstraction on nature.

When communicating about increased abstraction:

- Address concerns about the potential impact on the environment

- Explain other steps that have been taken first, both operational and

restrictions on customers

3.2 Should any restrictions in phase 1 be introduced later?

On the whole, participants in the focus groups were broadly comfortable with

the restrictions in phase 1 being introduced as soon as restrictions are needed.

This was because they mainly affect activities that were not seen as essential.

Customers could forgo them with little difficulty.

“I think phase one‟s pretty good personally. It‟s not bad. A lot of it is leisure,

cars, stuff that you can do without actually washing. I think it all looks quite

well organised.” (Man, Hastings)

Participants mainly expressed annoyance about the restrictions in phase 1

when they compared them with restrictions in phases 2 and 3 that they

thought were equally unimportant, or even less important. Where they noted

this mismatch, they tended to think that restrictions in phases 2 and 3 should

be introduced earlier, rather than restrictions in phase 1 being introduced later.

“I think what‟s going to make people resentful is if they make us – which

we‟re quite happy to do – cut back on all our little bits of things like our


51

paddling pool, and yet you see them [using water] for graffiti. I think phase

3 should be in phase 1.” (Woman, Horsham)

There were three restrictions in phase 1 that participants sometimes suggested

postponing until later or omitting altogether: watering allotments with

hosepipes; watering parks with hosepipes; and filling or topping up an

ornamental fountain. The discussion around allotments elicited the strongest

feelings; the discussion around fountains the weakest feelings.

Watering allotments with a hosepipe

On the survey of domestic customers, there was considerable support (34%)

for introducing restrictions at allotments later than restrictions at home.

Nevertheless, the majority of respondents (55%) supported the current plan to

introduce restrictions at the same time (see Figure 3.2.).

Figure 3.2 Should restrictions on hosepipes to water allotments be introduced

at the same time or after restrictions on households?

Base: All respondents on domestic customer survey (n=402)

In the focus groups with domestic customers, participants who backed later

restrictions at allotments argued that growing vegetables has a different status

to other gardening (“vegetables are more important; flowers are just pretty”).

It could help customers to save money and eat healthily; be good for the

environment; and help address a perceived food shortage.

Their support for later restrictions at allotments was sometimes expressed very

strongly (“If people are trying to grow their own produce, I think it‟s a damn

cheek stopping them”). These strong reactions mainly related to comparisons

with restrictions in phases 2 and 3. For instance, it seemed wrong that

watering allotments with a hosepipe should be restricted before refilling ponds,

running vehicle washes, and watering national and international sports

grounds.

“Ridiculous. Football‟s not as important as feeding people, surely!” (Man,

Hove)

Same

time

55%

After

34%

Don't know

11%


52

However, several arguments were made for not treating allotments differently

from hosepipe use at home.

Discriminating between different types of gardening or between different

uses of hosepipes seemed unfair (“If no one is allowed to use hosepipes,

then no one is allowed to use them”). Allowing hosepipes to be used at

allotments might encourage customers to break other restrictions (“If he‟s

allowed to do that, then I‟ll water my grass or wash my car”).

Not being able to use a hosepipe would not stop allotmenteers growing

vegetables. They could continue to water their vegetables using a

watering can and, even better, water from a water butt.

There was a concern that allotmenteers might be careless with water (“if

you get it for free you‟d use it”), implying that it made sense to introduce

restrictions as early as possible.

In a water shortage, it was thought that food should be produced in the

most water efficient manner i.e. large scale on a farm rather than small

scale at home or at an allotment. Again this implied that restrictions should

be introduced early.

Watering parks with a hosepipe

On the survey of domestic customers, about a third of respondents (31%) said

they would prefer restrictions on the use of hosepipes in parks to be introduced

after restrictions at home (see Figure 3.3). However, more than half (58%)

supported the current plan to introduce both restrictions at the same time.

On the survey of commercial customers, almost half (48%) supported the

current plan. However, only a few less respondents (43%) supported later

restrictions at parks.

Figure 3.3 Should restrictions on hosepipes to water parks and public gardens

be introduced at the same time or after restrictions on households?




53

In the focus groups, participants who felt that hosepipes should be used for

longer in parks focused mainly on the impact on wildlife. This view was

expressed most strongly by participants with a keen interest in the environment.

“What about flowers and bees and pollination and everything like that that

goes on in those areas?” (Woman, Hove)

However, other participants felt that watering plants in parks was not essential

either for the people using the park (“The flowers and that are pretty but if

you‟re having to save water…”) or for the plants themselves as they would

recover quickly once the drought was over. It was even suggested that

restrictions should be introduced in parks before restrictions at home because

this would encourage customers to follow suit at home.

Filling or topping up an ornamental fountain

Fountains were not widely mentioned. However, some participants felt that

they were out of place in phase 1 because they use very little water. It was

thought that a fountain contains just a little water and this water is “recycled”

so just a small amount would be needed to replace any that evaporates

(“only a cupful a day or less”).

This small amount of water seemed too trivial to warrant a restriction at all (“it‟s

a waste of paper mentioning fountains”). With so many other restrictions to

communicate about, it was suggested that it could simply be left off the list.

Alternatively it could be restricted later.

Recommendations

Leave the restrictions in phase 1 as they are, including:

- Restrictions on hosepipes at allotments and parks (in line with the

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Domestic Commercial

Don't know

After

Same time


54

majority view)

- Restrictions on topping up and filling fountains (as this is likely to

cause minimal objections)

To address possible concerns among the large proportion of customers

who favour later introduction of restrictions at allotments:

- Explain that when Southern Water consulted customers, they

considered this arrangement fairer and the majority supported it

- Remind them that they can continue to water their vegetables with

a watering can

- Try not to draw attention to the fact that restrictions on activities that

they might consider less important will be introduced later

To address possible concerns among the large proportion of customers

who favour later introduction of restrictions at parks, explain that when

Southern Water consulted customers, the majority supported this

arrangement. Customers consider „ornamental‟ water use to be non-

essential and believe it is right to restrict it early.

3.3 Should restrictions be introduced later for businesses than

households?

In the survey, respondents were told that at the moment Southern Water

introduces restrictions on water use at home before restricting businesses‟

water use. The survey mentioned three types of businesses that could be

affected: window cleaners, car washes and garden centres. Almost three

quarters of respondents on the survey of domestic customers (71%) and nine

tenths of respondents on the survey of commercial customers (90%) agreed

that it was right to restrict businesses later than households (see Figure 3.4).

Figure 3.4 Should restrictions on businesses be introduced at the same time or

after restrictions on households?




55

In the focus groups with domestic customers, participants were asked their

views about the principle of restricting businesses after households2.

When participants agreed that restrictions on businesses should be introduced

later than on households, they gave the following reasons.

They were worried that restrictions on businesses might lead to job losses. In

the current economic climate, it seemed wrong to add to the difficulties

that businesses already face. However, participants who made this point

sometimes did not feel that the argument applied when they saw the

proposed phasing of restrictions because the business activities it covered

were mainly seen as non-essential.

They believed that if customers reduced consumption at home this would

result in large savings because of the large number of domestic customers.

Restricting domestic use first might mean that there is no need to impose

restrictions on businesses at all.

It was thought that it would be easier to save water at home. Households

have more discretionary use while businesses are already water efficient.

However, there were participants who disagreed and felt that businesses

were sometimes wasteful of water.

When participants disagreed with restrictions being introduced later for

businesses, they gave the following reasons.

They argued that it was fairer to treat everyone the same, both businesses

and households.

They were just as worried about the impact of restrictions on households,

particularly families, as they were about the impact on businesses. For

instance, children would suffer if swimming pools were closed.

2 This issue was discussed before they saw the proposed phasing of restrictions. The discussion centred on the types of businesses that we drew attention to (i.e. window cleaners, car washes and garden centres). The issues that participants considered only partly overlapped with the issues they discussed when considering phase 2 and phase 3 restrictions (see section 3.3).

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Domestic Commercial

Don't know

Same time

After


56

If businesses use more water than households, it would make more sense to

introduce restrictions here first as this would save more water.

3.4 Should any restrictions in phases 2 and 3 be introduced earlier?

When discussing whether any phase 2 or 3 restrictions seemed out of place

and should be introduced earlier, participants took into account the following

three considerations (each discussed in detail below).

How important is the activity that would be restricted? This was their main

consideration.

How much water does it use?

Can the same outcome be achieved using less water or no water at all?

In all of the focus groups, participants suggested introducing some of the

phase 2 and 3 restrictions earlier. As summarised in Figure 3.5, participants

suggested introducing restrictions earlier if they believed that:

The activity is not important, so restricting it would not have serious negative

consequences.

The activity uses a lot of water, so restricting it would save a lot of water.

The same outcome can be achieved using less or no water.

Participants‟ responses to the phasing of individual restrictions are explained in

sections 3.5, 3.6 and 3.7, and summarised in tables 3.1, 3.2 and 3.3.

Consideration 1: How important is the activity?

Participants considered an activity important, and tended to think it should not

be restricted earlier, if restrictions could have the following negative impacts.

Employment For instance, when cleaning windows at commercial buildings

is restricted, window cleaners could lose income or even go out of business

Health, safety, and hygiene For instance, if water is not used to suppress

dust, might this lead to health and safety problems?

Food growing For instance, restricting the use of drip irrigation could impact

on food growing.

Wildlife and animal welfare For instance, not topping up ponds could result

in fish dying.

Leisure For instance, children would have to miss out on swimming if pools

stop being topped up. However, there were differing views about the

importance of restrictions which impacted on leisure activities.

Conversely, activities were seen as unimportant if they were for looks only

(“cosmetic” or “ornamental”). For instance, cleaning commercial vehicles,

cleaning windows on commercial buildings, and watering outdoor plants at

commercial buildings fell into this category. Sometimes restrictions on leisure

activities, such watching sport and swimming, were seen as unimportant

although views differed on this point.


57

Sometimes there were disagreements about how much it would matter if an

activity was restricted. For instance, not being able to clean windows on

commercial buildings could affect the survival of a window cleaning business;

but having dirty windows would not matter much to businesses occupying the

buildings. Whether participants believed that window cleaning should be

restricted earlier depended on which perspective they took.

Sometimes even individual participants did not have a simple answer because

an activity could be important in some circumstances but not in others. For

instance, removing graffiti was not seen as essential except where it is abusive

or offensive. Likewise cleaning the outside of lorries and trains was not critical

for business. However, cleaning the inside of lorries that transport food and

cleaning aeroplanes were viewed as important activities with potential health

and safety consequences (“an aircraft that‟s absolutely filthy would shake

your confidence a bit”).

Participants argued that activities that were equally important (or unimportant)

should be restricted at the same time. In particular, it was seen as unfair to

treat identical activities differently depending on whether they take place at

home or at a business. If an activity was not important at home and was

restricted in phase 1, it was similarly unimportant for a business and should be

restricted at the same time. For instance:

Participants questioned why businesses could continue to water their plants

and clean their windows when they could not do so at home. This made

no sense since the difference was “just a matter of scale.”

Participants could not see why national and international sports grounds

continued to be watered after the local sports ground that they or their

children used.

Consideration 2: How much water does it use?

When participants noticed that the activities in phase 3 were more water

efficient than those in phase 2, they approved of this approach as it seemed to

be rewarding good behaviour. Therefore there was general support for

restricting efficient approaches to water use later than inefficient ones.

However, participants thought it was odd that there were also some activities

using a great deal of water, particularly watering sports grounds, alongside the

water efficient activities in phase 3. It was thought that these activities should

be restricted earlier.

There were sometimes misunderstandings about how much water an activity

used. For instance, micro-irrigation was said to be a wasteful way of watering

plants compared to using a watering can.

There were some activities that were seen as so wasteful of water that

participants argued they should not be allowed at all, even when there is not

a drought. This applied to watering sports grounds for national and

international events and constantly flushing urinals.


58

Consideration 3: Is there an alternative that uses less or no water?

It was thought that restrictions on activities should be introduced earlier if there

were alternative ways of achieving the same outcomes using less water or no

water at all. If there were alternatives, it was thought that businesses should

be using them. Very little consideration was given to the fact that it might take

some time or investment before they could do so.

Three types of alternatives were mentioned.

Using rain water or grey water, rather than tap water This solution was

suggested for several activities, from filling or topping up a pond to

watering sports grounds and plants at garden centres.

Using water more efficiently For instance, it was thought that there were

more efficient watering systems than drip or micro-irrigation.

Not using water at all For instance, graffiti could be removed by painting

over it, rather than washing it off; and sports grounds could be astroturfed.

Participants sometimes thought that it made sense for activities to be limited

rather than banned altogether. In the draft Drought Plan this approach is only

taken in the restriction on watering national and international sports grounds.

Participants suggested using it in relation to several other activities. Their

suggestions included watering plants at nurseries more sparingly and cleaning

commercial vehicles with hosepipes less often rather than not at all, and

asking football clubs to share pitches.


59

Figure 3.5 Should any restrictions in phases 2 and 3 be introduced earlier?

Important – for

- Employment

- Health & safety

- Food growing

- Wildlife/animal welfare

- Leisure (mixed views about

importance of leisure)

How

important

is it?

Not important – just for

- Looks

- Leisure (mixed views about

importance of leisure)

Uses little

water

How much

water does

it use?

Uses a lot

of water

Restrict

earlier

No obvious

alternatives

Are there

alternatives?

Alternatives exist i.e.

- Use water more

efficiently

- Use rain not tap water

- Don‟t use water at all


60

3.5 Should any leisure activities in phase 2 or 3 be restricted earlier?

National and international sports grounds

In the focus groups, participants who disagreed with this restriction being

introduced in phase 3 gave numerous reasons. Their objections were strongly

felt. Some of these reasons were even given by participants who described

themselves as sports fans.

They objected because of the large quantity of water that they thought

would be needed (“potentially a hell of a lot of water”), arguing that

activities that use this much water should be restricted before phase 3.

They asked why sports people should continue to have “nice green pitches”

after the local sports grounds or swimming pools that they and their

children use had been affected. It felt like “normal people” were being

treated unfairly while “commerce is getting off very lightly.” They

suspected that there were financial motives behind this.

They felt that watering sports grounds was less important than many other

activities that would be restricted earlier under current plans: washing cars,

watering vegetables, watering parks, and topping up ponds with a

hosepipe. It would not be a serious problem if matches had to be

cancelled and sports fans had to go without watching matches for a while.

(However, there was some disagreement on this point, as discussed below.)

“For people to lose a couple of weeks watching their football or cricket or

horse racing or what have you, is no hardship really to anyone.” (Man,

Horsham)

Along similar lines, it was thought that cancelling matches would not affect

many people’s jobs, unlike some other restrictions which were therefore

seen as more important.

“Watering football pitches for football teams that obviously have a lot of

money should [be restricted] before then. Someone might lose their job

because they can‟t clean windows.” (Woman, Rochester)

Participants wondered whether sports grounds actually had to be watered

to be useable (“Could they not still play if the ground is rock hard?”) and

whether turf could be replaced with a material that did not need to be

watered at all (“Astroturf them all!”).

They argued that it would be fine to restrict water use because national

and international sports grounds could afford to source water elsewhere.

For instance, a participant joked:

“They‟re paid so much money they should ship in Evian to water their pitch.”

(Man, Ramsgate)


61

However, it was recognised that there were economic benefits associated

with large sporting events, and that they give a lot of pleasure to a lot of

people. There was sometimes disbelief that water use would ever be restricted

in a way that would cause events to be cancelled.

“If it‟s international, it generates an awful lot of money for this country, for

the economy. It‟s a huge business.” (Woman, Rochester)

“If they were going to cancel things due to pitch conditions, all those

thousands of people out there would be outraged because they‟re not

watching an England game. I don‟t know if that would happen…” (Man,

Hastings)

Participants who mentioned these two benefits mainly discussed them in

relation to occasional events, such as the Olympics, Wimbledon, the British

Open, and a test match series. (These events would not take place in

Southern Water‟s area although participants did not note this.)

“Well if it‟s a national event, say Wimbledon, that‟s a yearly thing, if they

can‟t water the grass then that event can‟t go on. That would be a big

thing. A lot of people would probably rather water the tennis courts so they

could watch it.” (Man, Isle of Wight)

This split in views was also found on the survey of domestic customers. Just

over half of respondents (54%) were opposed to the current plans and said

that restrictions on national and international sports grounds should be

introduced at the same time as restrictions on households, compared to a

third (32%) who said they should be introduced later (see Figure 3.6).

Figure 3.6 Should restrictions on watering national and international sports

grounds be introduced at the same time or after restrictions on households?

Base: All respondents on domestic customer survey (n=402)

Commercial swimming and paddling pools

Same

time

53%

After

32%

Don't know

15%


62

In some focus groups filling or topping up commercial pools received little or

no attention, or did not arouse strong feelings. For instance, an older man

commented that a restriction on topping up commercial pools would not be

“the end of the world”, provided that it did not last long. However, in the rest

of the focus groups stronger views were expressed.

The occasional participant suggested that topping up commercial pools

should be restricted in phase 1 or even before, as should restrictions on other

public services. This would mean that domestic customers would not feel

alone in having restrictions imposed at this time, and would be more likely to

cut back at home because they saw restrictions in place in public settings.

“If people‟s public services are cut, you will see that the parks are going dry,

you will see that you can‟t use your swimming pool because there‟s no

extra water coming in. Then you will say „well if they can‟t do that, we

can‟t water our lawns at home.‟” (Woman, Isle of Wight)

At the other extreme, it was suggested that the restriction on commercial

pools should be moved to phase 3. This seemed to be linked to a feeling that

it was unfair that swimming pools would be affected, and their users would

suffer, before national and international sports grounds.

Participants also mentioned a number of concerns about restrictions on

swimming pools. Job losses at pools were a minor concern. However, the

main focus was swimming pool users. Pools were important for children to

have fun (closing them would “take away children‟s happiness”), for parents to

keep their children occupied, for exercise, and for health. It would be

especially important keep pools open during a hosepipe ban when parents

cannot fill a paddling pool at home; during the summer holidays when lots of

school children would use them; and generally when the weather is warm

(“the one time you‟re going to want to go somewhere like a swimming pool to

cool off”).

There was very little discussion about how much water would be needed to

keep pools topped up, suggesting that this was not a serious worry and

participants did not think it would take much.

Filling or topping up ponds

There were mixed feelings about filling or topping up ponds. On the one hand

there was a concern, mentioned in almost every group, that not topping them

up could mean that fish, including expensive ones, might not survive a

drought.

On the other hand, several arguments were made in favour of introducing

restrictions on ponds earlier but none of them was widely mentioned.

If fish do die, they could simply be replaced.

Other pond life would survive a drought due to “natural mechanisms”.


63

It seemed odd to favour protecting fish over watering vegetables.

“Recycled” water could be used instead of tap water.

3.6 Should any activities with aesthetic purposes in phase 2 or 3 be

restricted earlier?

Several activities tended to be seen as non-essential because participants

thought their main or only purpose was to make things look better. This was

said to be the case for the following activities.

Removing graffiti

Cleaning commercial vehicles

Cleaning commercial premises

Cleaning windows at commercial properties

Watering plants at commercial properties

Cleaning commercial premises received little attention. However, the other

activities listed above were sometimes highlighted (along with watering

national and international sports grounds) as the restrictions that participants

considered most out of place in phases 2 and 3 and most in need of restricting

earlier. However, participants also mentioned some exceptions, concerns,

and caveats relating to these restrictions (described below) which would

mean the different restrictions might need to be phased differently.

Removing graffiti

It was generally thought that graffiti need not be removed during a drought

(“not very nice but not absolutely essential to use all that water to get it off”),

unless if it is abusive. However, if it did need to be removed, this could be

done without wasting water to wash it off (“Why can‟t they paint over it if it‟s

that bad?”). Participants did not distinguish between the two different graffiti-

related restrictions i.e. removing graffiti from buildings and vehicles.

Cleaning commercial vehicles

Participants saw cleaning commercial vehicles as a non-essential activity that

should be restricted early on. They mentioned this as an example of a non-

essential use of water, even before we showed them the proposed phasing of

restrictions. Their only worry was where this could impact on health and safety,

for instance if aeroplanes or vehicles transporting food were dirty.

“Your window cleaner and these hand car washes that are springing up all

over the place, it‟s their business to use water. They have to use water to

keep themselves going whereas Tesco‟s, it‟s just cleaning a truck.” (Man,

Horsham)

Cleaning windows at commercial properties


64

Participants‟ main concern about restrictions on window cleaning was that it

could impact on jobs. There was minimal concern about windows being

allowed to remain dirty.

There seemed to be little knowledge about the different methods of window

cleaning. Therefore little distinction was made between the various restrictions

related to cleaning windows. However, where customers knew about water

fed poles they approved of them.

On the survey of commercial customers, which included window cleaners,

there was strong support for these restrictions being introduced later than

restrictions on households. About two thirds of respondents (65%) supported

this position.

Figure 3.7 Should restrictions on cleaning windows carried out by window

cleaners be introduced at the same time or after restrictions on households?

Base: All respondents on commercial customer survey (n=98)

Watering plants at commercial properties

It was not clear to participants why business should be treated any differently

from households and parks when it came to watering outdoor plants (phase 2

restriction). There were strong feelings about this.

Participants‟ views about the phase 3 restriction, watering newly bought plants

at commercial properties and watering plants with drip and micro-irrigation

systems, were sometimes equally harsh. This was because:

It was not clear to them how the two restrictions differed.

There seemed to be a lack of awareness that drip and micro-irrigation

systems are water efficient (“micro-irrigation systems run all the time, have

water dripping constantly”).

Singling out newly bought plants seemed odd (“Don‟t buy plants if there‟s a

drought!”).

Same

time

26%

After

65%

Don't know

9%


65

However, participants worried that restrictions could impact on food growing.

They also had some sympathy with garden centres and nurseries, realising that

restrictions on water use could be very difficult for them (“I‟m sure there‟s a lot

of garden centres out there that will be dreading that”). However, it was not

clear from the description of the phase 3 restriction that it was intended mainly

to protect these types of business. It was also argued that they should be

using more efficient watering systems and relying on rain water harvesting.

On the survey of commercial customers, which included nurseries and garden

centres, the vast majority of respondents (78%) favoured these restrictions

being introduced later than restrictions on households.

Figure 3.8 Should restrictions on watering plants at nurseries and garden

centres be introduced at the same time or after restrictions on households?


Car washes

Mixed views were expressed about the restrictions relating to car washes.

Keeping cars clean was seen as non-essential and it was thought that

customers could just do it at home with a bucket. Therefore some participants

argued that all types of car wash should be restricted in phase 1 or at least in

phase 2 at the same time as cleaning commercial vehicles.

The main reason for arguing against early restrictions was because of concerns

about protecting car washing businesses. However, it was suggested that

automatic car washes in petrol stations could be restricted early without

anyone losing their job.

Having water efficient car washes restricted in phase 3 was seen as sensible.

Automatic car washes which use “a hell of a lot of water” should be restricted

early but there was little to be gained by restricting car washes which use just

Same time

14%

After

78%

Don't know

8%


66

a small amount of water. It was even suggested that very efficient car washes

that recycle water should not be restricted at all. However, not all participants

recognised that the activities restricted in phase 3 restrictions were in fact

water efficient. In particular they queried whether hand car washes using

hosepipes should be allowed to keep operating until phase 3.

On the survey of commercial customers, which included car washes, there

was strong support for these restrictions being introduced later than restrictions

on households. About two thirds of respondents (63%) supported this position.

Figure 3.9 Should restrictions on washing cars carried out by car washes

including mechanical and hand car washes be introduced at the same time

or after restrictions on households?


Cleaning commercial premises

This activity received very little attention and did not arouse strong feelings.

When it was discussed, it was seen as non-essential and therefore suitable for

restricting earlier. The exception was where businesses such as abattoirs had

health and safety reasons for cleaning their premises with a hosepipe.

3.7 Should any other activities in phase 2 or 3 be restricted earlier?

Operating cisterns

This restriction was not widely discussed but when it was discussed, there were

strong feelings about it.

Some participants saw turning off cisterns seen as disgusting. However, this was

because they misunderstood what was being proposed and thought that the

cisterns would not operate at all.

Same

time

27%

After

63%

Don't know

10%


67

In contrast, other participants were shocked to find out that there are cisterns

which operate all the time as this seemed like a terrible waste of water. They

said that not only should the restriction be introduced earlier, but cisterns like

this should be prohibited altogether. There were participants who even

questioned whether such cisterns actually exist any longer.

Suppressing dust

This restriction received very little attention and did not arouse strong feelings.

There was some discussion about exactly what was meant by „suppressing

dust‟ with water, and when it would happen. Participants tended to assume

that it was important for health and safety reasons and therefore concluded

that it should not be restricted earlier (“people would be a lot more worried

about the air quality than how much water gets used”.

On the other hand, it was assumed that it could use a lot of water, could be

done with rain water rather than tap water, and should therefore be restricted

earlier. However, these points were very rarely made.

Cleaning industrial plant

This restriction was barely discussed in the focus groups.


68

Table 3.1 Feedback about restrictions on activities that use water for aesthetic purposes

Restriction Views about

importance

Views about

amount of

water used

Views about

alternatives

Other points

to consider

Recommendations

Removing graffiti

(2 restrictions:

„Remove graffiti

from buildings‟ &

„Remove graffiti

from vehicles‟)

- Not important

- Except abusive graffiti

Not discussed Paint over

graffiti

Did not

distinguish

between the

two

restrictions

Move both restrictions to phase 1.

Cleaning

commercial vehicles

- Not important

- Except where there

are health and safety

concerns e.g. planes &

vehicles carrying food

Not discussed Not discussed Suggested

reducing

frequency

rather than

banning

Move to phase 1.

Cleaning

commercial

premises

- Not important

- Except where there

are health and safety

concerns e.g. abattoirs

Not discussed Not discussed Barely

discussed in

focus groups

Move to phase 1 (for consistency along with

other mainly cosmetic uses of water). (But if

Southern Water would prefer to keep

changes to a minimum, it would be fine to

leave in phase 2 because it did not arouse

strong feelings.)

Cleaning cars

commercially

(3 restrictions:

„Mechanical car

wash‟, „Mechanical

car wash that

recycles water‟,

„Hand car wash‟)

- Very important to

protect jobs at car

washes

- Not important to

clean cars

Believe that

small amount

of water used

by

- hand car

washes

- mechanical

car washes

that recycle

water

Not discussed n/a Move to phase 1 „Mechanical car

washes‟ (provided that this this will not

result in job losses, as customers assume).

Move to phase 2 „Hand car washes that

use hosepipes‟ (to protect jobs).

Leave in phase 3 „Hand car washes that

do not use hosepipes‟ (to protect jobs and

reward water efficient businesses) and

„Mechanical car washes that recycle

water‟ (to reward water efficient

businesses).


69

Restriction Views about

importance

Views about

amount of

water used

Views about

alternatives

Other points to

consider

Recommendations

Cleaning windows

on commercial

buildings

(2 restrictions:

„Cleaning windows

on commercial

buildings‟ and

„Cleaning windows

on commercial

buildings them with

water fed poles‟)

- Very important to

protect jobs for

window cleaners

- Not important to

clean windows (and

no more important to

clean windows on

commercial buildings

than at home)

Not discussed

much – little

awareness of

water fed

poles

Not discussed Suggested

cutting back

rather than

banning

Change both restrictions

(i) so they only relate to window

cleaners cleaning windows (so it is

clear that the later restrictions are

intended to protect window cleaners)

(ii) so they include domestic as well as

commercial buildings (which would be

seen as fairer).

Leave in phase 2 „Cleaning windows

on commercial buildings and domestic

buildings by window cleaners‟ (to

protect jobs).

Leave in phase 3 „Cleaning windows

on commercial and domestic buildings

by window cleaners using water fed

poles‟ (to protect jobs and reward

water efficient businesses).

Watering plants at

commercial

premises

(2 restrictions: „Water

outdoor plants at

commercial

buildings‟ and

„Water newly

bought plants at

commercial

properties & water

plants with drip &

micro-irrigation ‟)

- Very important to

protect nurseries,

garden centres, and

food crops

- Not important to

water outdoor plants

(and no more

important to water

plants at domestic

premises than at

home)

Not discussed

much – little

awareness of

micro and

drip irrigation

systems

Use rain water Suggested

cutting back

rather than

banning

Move to phase 1 „Watering outdoor

plants at commercial buildings‟ and

„Watering newly bought plants at

commercial premises‟.

Leave in phase 3 restrictions to protect

nurseries and garden centres (Although

not discussed by participants, it might

be worth splitting this into two

restrictions: a phase 2 restriction for all

nurseries and garden centres, and a

phase 3 restriction for nurseries and

garden centres with micro and drip

irrigation systems).


70

Table 3.2 Feedback about restrictions on activities that use water for leisure purposes

Restriction Views about importance Views about

amount of

water used

Views about

alternatives

Other points

to consider

Recommendations

Watering

national and

international

sports

grounds

Views differed

- Not important because it will

not affect jobs; no problem for

fans to miss some matches;

and no more important for

sports people than „normal‟

people to have green sports

grounds

- Important because it benefits

the economy; and watching

matches is important to fans

- Particularly important for

occasional events, events with

large numbers of observers

and events which benefit the

economy

Large amount

of water used

- Source water

elsewhere

- Play on ground

which have not

been watered

- Replace turf

with astro-turf

- 54% of

survey

respondents

support

restriction at

same time as

restrictions on

households

- Very strong

feelings

about

importance

of restricting

earlier

- Suggested

cutting back

rather than

banning

- Move to phase 1 (in line with the

majority view on the survey).

- Alternatively find some way of

substantially cutting back on water use,

beyond the suggestions currently in the

Drought Plan.

- Consider being more lenient towards

occasional events, events with large

numbers of observers, and events which

benefit the economy.

Filling or

topping up

commercial

pools

Important for exercise, health,

and children‟s fun, particularly

during the summer

Not discussed Not discussed n/a Move to the same phase as „Watering

national and international sports grounds‟

(to deal with concerns around equity).

(But if Southern Water would prefer to

keep changes to a minimum, it would be

fine to leave in phase 2.)

Filling or

topping up

ponds

Fairly important to protect fish

which might be expensive to

replace

Not discussed Use „recycled‟

water

n/a Leave in phase 2 (to protect fish)).


71

Table 3.3 Feedback about restrictions on activities with other purposes

Restriction Views about importance Views about

amount of

water used

Views about

alternatives

Other points

to consider

Recommendations

Operating

cisterns

Important for hygiene reasons

(but misunderstand what was

being proposed and thought

cisterns would not operate at

all)

Large amount

of water used

(shocked that

any cisterns

operate all

the time)

Not discussed Very strong

feelings in

focus groups

Move to phase 1 (because of strong

feelings about water wasted by cisterns

operating all the time)

Suppressing

dust

Important for health and

safety reasons

Large amount

of water used

Use rain water Unsure what

was meant

by

„suppressing

dust‟

Leave in phase 2 (as it did not arouse

strong feelings & it tended to be seen as

important for health and safety reasons)

Cleaning

industrial

plant

Not discussed Not discussed Not discussed Barely

discussed in

focus groups

Leave in phase 3 (as it did not arouse

strong feelings)


72

4 Conclusions ________________________________________________________

This chapter briefly summarises findings relating to the questions addressed by the

customer research.

4.1 What do customers know and feel about droughts and restrictions?

Factors which could result in substantial savings in response to restrictions

Domestic customers reported a very high level of compliance with restrictions, with

nine in ten saying they would stick to the rules all the time3. This was probably due

to a combination of factors: the impacts of restrictions would be negligible for

most households; there is social pressure to comply; there is a fear of fines; and

there is a feeling among some customers that restrictions are justified.

As well as changing their outdoor water use to comply with restrictions, there was

some evidence that customers are willing to go beyond what is required and

make small changes to their everyday water use indoors. They could see the

sense in doing this in order to reduce consumption to deal with drought.

Customers who had experienced recent restrictions seemed to be fairly well

informed about them. Most importantly, they generally realised that they were

compulsory and understood what they covered (i.e. they should not use hosepipes

for any purpose).

There was a tendency to think that restrictions had happened more frequently and

recently than they had. While this led to a little annoyance at restrictions

happening too often, it suggests that restrictions and related issues are well

publicised and are on customers‟ radar. Customers are therefore unlikely to miss

them when they do in fact happen in their area.

Factors which could make it harder to achieve substantial savings in response to

restrictions

Customers who have reduced their consumption since moving to a meter will

have less room to make savings when a ban is introduced. Therefore universal

metering is likely to lead to a smaller response than in the past when restrictions are

introduced. However, there is also an opportunity associated with metering:

metered customers might be more likely to comply than unmetered customers if

they believe that non-compliance can be detected somehow through their meter.

Some participants objected to restrictions on principle, irrespective of how much

they were personally affected by them. They questioned whether they are a

necessary, effective, and fair way of dealing with drought. Where objections were

based on lack of knowledge (e.g. about the triggers for drought) or

3 It is possible that there may have been some over-reporting of compliance although steps were taken to minimise this in the survey as far as possible.


73

misconceptions (e.g. about leakage levels), they could be addressed through

communications.

About three quarters of business customers that depend on water (window

cleaners, car washes, garden centres, nurseries, and public parks) said on the

survey that restrictions would affect their business somewhat or a great deal.

About two thirds also said that they would comply with restrictions all the time but,

given the high level of concern around negative impacts, this seems optimistic.

Table 1 Summary of main factors affecting savings during restrictions

Factors supporting substantial

savings when restrictions are

introduced

Challenges to achieving

substantial savings when

restrictions are introduced

High level of compliance

among domestic customers

Willingness to go beyond what

is required and make small

changes to indoor water use

Understanding about what

restrictions cover and that they

are compulsory among

customers who recently

experienced them

Restrictions well publicised and

on customers‟ „radar‟

Universal metering likely to

result in smaller savings than

the past when restrictions are

introduced because some

customers have already

reduced discretionary water

use.

But universal metering could

lead to higher levels of

compliance if customers worry

that non-compliance can be

detected somehow through

their meter

Objections to restrictions – are

they really necessary, effective

and fair?

But objections based on

misconceptions and lack of

knowledge can be addressed

through communications

High level of concern about

impacts of restrictions among

businesses that depend on

water

4.2 What are customers’ views about the phasing of measures and

restrictions in the draft Drought Plan? Support for the current plan

There was strong support across the sample for introducing restrictions before

increasing abstraction. This would protect the environment and help ensure

limited supplies of water are not wasted on non-essential activities.


74

Customers were in favour of restricting non-essential domestic activities as soon as

restrictions are needed because they could forgo them without much difficulty.

Customers thought it made sense to postpone two main types of restrictions until

the drought was very severe: commercial activities that could impact on jobs (i.e.

cleaning windows, washing cars, and watering plants at nurseries and garden

centres); and commercial activities that are water efficient.

Opposition to the current plan

Customers were strongly opposed to restrictions on commercial activities being

introduced later than restrictions on identical domestic activities (i.e. watering

outdoor plants and cleaning windows). They felt equally strongly about

commercial activities with solely „cosmetic‟ purposes (i.e. removing graffiti and

cleaning commercial vehicles). It was argued that these restrictions should be

introduced at the same time as restrictions on households, with some caveats (e.g.

where jobs would be affected).

Views differed about the current plan

There was support from some customers and opposition from other customers on a

number of restrictions. The two restrictions that were most controversial,

generating the most debate and the strongest feelings, were:

Watering allotments

Watering national and international sports grounds

Cutting back rather than banning

Where customers were concerned about the negative impacts of restrictions, they

sometimes suggested cutting back rather than banning activities to minimise the

impacts. In the draft Drought Plan this approach is only taken in the proposed

restriction on watering national and international sports grounds. Customers

suggested using it more widely. For instance, plants at nurseries could be watered

more sparingly and commercial vehicles cleaned less often with hosepipes, rather

than not at all.


75

Table 2 Summary of feedback about the draft Drought Plan

Aspects that

customers tended to

support

Aspects where

customers’ views

differed

Aspects that

customers tended to

oppose

1. Introducing

restrictions before

increasing

abstraction

2. Restricting non-

essential domestic

activities as soon

as restrictions are

needed

3. Restricting when

drought is severe:

- Commercial

activities that

could impact on

jobs

- Commercial

activities that are

water efficient

Several restrictions,

particularly

1. Watering

allotments

2. Watering national

and international

sports grounds

Restricting when

drought is severe

commercial activities

that are not seen as

important i.e.

1. Commercial

activities that are

identical to

domestic activities

restricted earlier

2. Commercial

activities with

„cosmetic‟

purposes


76

Annex A Profile of focus group participants ______________________________________________________________________

Characteristic Number of

participants

Target Achieved

Area

Hove 6-8 8

Horsham 6-8 7

Winchester 6-8 8

Rochester 6-8 7

Ramsgate 6-8 6

Isle of Wight 6-8 8

Hastings 6-8 8

Metering status

Unmetered 15-25 17

Metered not under UMP 15-25 21

Newly metered under UMP 12-16 14

Age

30 or under At least 14 12

31 to 60 At least 14 24

61 or over At least 14 16

Gender

Women 21-35 29

Men 21-35 23

SEG

ABC1 18-24 23

C2DE 24-32 29

Concern about water scarcity

Concerned At least 14 23

Not concerned At least 14 15

Neither No quota 14

Discretionary water use

Water garden with hosepipe at least 10

times/year At least 14 15

Clean car with hosepipe at least 2 times/year At least 14 13

Fill paddling pool at least once/year At least 14 15

Have swimming pool No quota 2

Have pond No quota 7

Have pressure washer No quota 11

Total 42-56 52

Most of the quotas were met. However, there were slightly fewer participants

aged under 30, and slightly fewer participants that cleaned their car with a

hosepipe than we had aimed for. There were also more participants who were

concerned than not concerned about water scarcity.


77

Annex B Topic guide for focus groups ____________________________________________________________________

The topic guide lists topics to cover in the focus groups, rather than questions to ask. The

wording of questions and order in which topics are covered is flexible, depending on

issues that the focus group participants raise. We will explore answers in detail, particularly

to understand reasons for them.

Overview

Focus groups will last 2 hours.

Introduction (5 MINUTES)

1. Background (5 MINUTES)

2. Experiences of and understanding about drought (20 MINUTES)

3. Views about phasing of measures (10 MINUTES)

4. Views about restrictions on water use (30 MINUTES)

5. Views about communicating about drought and restrictions (40 MINUTES)

6. Summing up (5 MINUTES)

7. Questions to/from observers (5 MINUTES)

Introduction (5 MINUTES)

Introduce moderator and observers

Explain purpose of focus group: to help Southern Water deal with drought in a way

that customers are most comfortable with & READ FACT SHEET

Introduce audio recorder

Explain about confidentiality

Explain ground rules: no right/wrong answers (just want to hear their views), feel free to

disagree, talk one at a time because of audio recorder

Any questions?

1. Background (5 MINUTES)

ROUND THE TABLE

Household composition

Employment and leisure activities

2. Experiences of and understanding about drought (20 MINUTES)

a. To get a feel for customers‟ general openness to restrictions, including how

this is affected by metering status

b. To get a feel for customers‟ understanding about drought, including their

knowledge about measures to deal with drought and misconceptions that

might make them less open to any measures

c. To find out how customers learnt about drought and restrictions in the past

READ FACTSHEET: WHAT IS DROUGHT?


78

Experience of drought

What is the most recent drought they can remember

What are the most recent restrictions they can remember

Communication

How they found out that there was a drought/restrictions

What they remember hearing/being told

Water use and restrictions during drought

What, if anything, they did differently during restrictions

Whether they knew what they were supposed to do differently i.e.

- Whether they understood what hosepipe bans covered – what

- Whether they knew that restrictions were compulsory

What they ordinarily use water for outdoors – whether they use a hosepipe

How they felt about restricting their water use i.e. not just being able to use whatever

however they like – IF ANNOYED what water use this related to

What, if anything, they did differently besides not using hosepipe – why

Whether they continued doing anything differently after hosepipe ban ended

IN UMP AREAS Whether being on a meter will make any difference to how they

respond to restrictions in future

Whether being on a meter/not being on a meter has made any difference to how

they responded to restrictions

What they think water companies do to help alleviate droughts, besides introducing

restrictions

3. Views about phasing of measures (10 MINUTES)

a. To find out what participants think about the proposed phasing of supply-

side and demand-side measure

b. To check understanding of communications material which explains

phasing of measures

READ FACTSHEET: WHAT CAN SOUTHERN WATER DO TO DEAL WITH DROUGHT?

READ FACTSHEET: WHEN WILL SOUTHERN WATER TAKE EACH ACTION?

Understanding of measures and phasing of measures

How clear they found this info

Whether there is anything confusing or not clear - IF YES, what

CLARIFY ANY MISUNDERSTANDINGS

Views about phasing of measures

Whether they think it is right for restrictions on water use to be introduced before more

water is taken from the environment – why/why not

How knowing about the proposed phasing of measures makes them feel about

drought and restrictions


79

4. Views about restrictions on water use (30 MINUTES)

a. To check understanding of communications material which explains

temporary bans, and to find an effective way of describing them

b. To find out what participants think about the proposed order of

introducing restrictions, including whether they think restrictions should be

applied to domestic customers before commercial customers

c. To get a feel for how fair and appropriate participants think restrictions

are, and how concerned they are about them

READ FACTSHEET: HOW & WHEN WILL SOUTHERN WATER INTRODUCE RESTRICTIONS?

Views about order of introducing restrictions for different customers

Whether they think that businesses should have restrictions introduced later than

domestic customers e.g. when drought is severe, rather than as soon as there is a

drought – why/why not

Whether they think that public services should have restrictions introduced later than

domestic customers – why/why not

READ FACTSHEETS SHOWING PHASING OF RESTRICTIONS, THEN HAND OUT

Understanding of restrictions

How clear they found this info

Whether there is anything confusing or not clear – IF YES, what

CLARIFY ANY MISUNDERSTANDINGS

Views about order of introducing restrictions on different activities

Whether there are any restrictions in the 1st phase that seem out of place i.e. should be

introduced later – IF YES, which and why

Whether there are any restrictions in the 2nd or 3rd phase that should be introduced

earlier – IF YES, which and why

READ FACT SHEET: HOW SHOULD RESTRICTIONS BE DESCRIBED?

Name for temporary bans KEEP BRIEF

Which of these names they like best – why

What they think about „temporary ban‟ – why

IF THEY ARE NOT KEEN ON THE WORD „BAN‟ – what they think of „hosepipe ban‟


80

5. Views about communicating about drought and restrictions (40 MINUTES)

a. To find out from what sources participants would like to get messages

about drought and restrictions

b. To find out what third party endorsements would help to make messages

about drought and restrictions more credible

Sources of information

HAND OUT: WHERE HAVE YOU GOT USEFUL INFORMATION FROM?

ASK PARTICIPANTS TO MARK THREE SOURCES FROM WHICH THEY HAVE LEARNT LOTS OF

USEFUL THINGS THAT ARE NOT TO DO WITH WATER

FROM THE HANDOUT From which sources they have they learnt lots of useful things that

are not to do with water

Whether they would take notice of these sources if they gave information about

drought and restrictions – why/why not

Whether they would use the same sources as usual in a drought – why/why not

How else they would like to hear about restrictions – ask for examples of where this

source has influenced them in the past

Third party endorsements

HAND OUT: WHO WOULD YOU TRUST TO GIVE YOU INFORMATION ABOUT DROUGHT?

ASK PARTICIPANTS TO MARK THREE 3RD PARTIES WHO THEY WOULD TRUST MOST TO GIVE

THEM INFO ABOUT DROUGHT & RESTRICTIONS

FROM THE HANDOUT Who they would trust most to give them information about

drought and restrictions – why – ask for examples of where this third part has influenced

them in the past

Who else they would trust to give them information about drought and restrictions –

ask for examples of where this third part has influenced them in the past

6. Summing up (5 MINUTES)

a. To hear any suggestions or views that participants have not yet mentioned

b. To end the focus group on a constructive positive note

Thinking back over everything discussed this evening, what are most important things

Southern Water should do if there is a drought in next few years

Anything else they would like to add

7. Questions to/from observers (5 MINUTES)


81

Annex C Part 1 Fact sheets used in focus groups ____________________________________________________________________________

Why does Southern Water wish to hear your views? • Southern Water has a Drought Plan which

sets out how they would deal with a drought.

• They update the Drought Plan every three

years and submit it to Defra for approval. • They are consulting customers before they

finalise the new plan. • The main changes to the Drought Plan are

around restrictions on water use during drought, brought in under new legislation.

What is a drought? A drought occurs when a long period of time with little rain leads to a shortage of water. There is shortage of water for people to use in their daily lives, for the natural environment, for agriculture, and for industry.

What can Southern Water do to deal with drought? There are many actions that Southern Water can take to deal with drought.

Some actions will make more water available. The main ones are: • Doing even more than usual

to reduce leakage • Getting permission to take

more water than usual from rivers and natural underground water stores

Some actions will work to reduce the amount of water that customers use, such as: • Running adverts asking

customers to be more careful than usual with water

• Restricting certain activities that use water

When is Southern Water planning to take each action? Some actions affect customers, and some affect the natural environment. Southern Water has to consider the needs of both.

Southern Water plans to take actions with little effect on its customers or the environment. For instance, one of the first actions it will take is to do even more than usual to reduce leakage.

Southern Water plans to introduce temporary bans. These will include bans on filling swimming pools & paddling pools, and using hosepipe for washing cars & watering gardens.

Southern Water plans to apply for permission to take more water from rivers and underground water stores. It can only do this once it has made full use of temporary bans.

How & when will Southern Water introduce restrictions? Southern Water can introduce some restrictions as soon as there is a drought. These temporary bans mainly affect water use at home.

To introduce further restrictions, Southern Water has to apply for a drought order. These restrictions mainly affect businesses (such as window cleaners, car washes, and garden centres) and public services (such as parks, sports grounds and swimming pools).

Southern Water plans to introduce restrictions in three phases shown on the next factsheets.

How often has Southern Water introduced restrictions? Droughts can affect different areas in different ways. This is because different areas receive different levels of rain and are supplied from different water sources. So restrictions will not necessarily be introduced across the whole of the area that Southern Water supplies with water. In the last 20 years, restrictions have been imposed: • In Hampshire – no restrictions • In Isle of Wight – 2 years • In Kent – 6-8 years • In Sussex – 7-8 years

How should restrictions be described?

1 Temporary ban 2 Water restrictions 3 Water ban 4 Non-essential use restrictions 5 Drought ban 6 Water saving campaign 7 Water waste regulations 8 Drought law 9 Beat-the-drought ban 10 Drought status red

Where have you got useful information from?

1 Company websites 2 Leaflets or letters put through your door 3 Ads in local newspapers 4 Ads on local radio 5 Leaflets to pick up in shops and public places 6 Posters in shops and public places 7 Stands at shopping centres etc 8 Twitter 9 Facebook 10 Texts sent to you by companies 11 Anywhere else?

Who would you trust to give info about drought? 1 Weather forecasters 2 Well known gardeners 3 Other well-known people e.g. footballers, athletes 4 WWF 5 RSPB 6 Local wildlife trusts 7 Your local council 8 Your local MP 9 Environment Agency 10 Defra 11 Southern Water 12 Your friends and neighbours 13 Anyone else?


91

Annex C Part 2 Phasing of restrictions ______________________________________________________________________

Watering a gardenwith a hosepipe –lawns, parks,public gardens,allotments andgrass used forsport andrecreation

Watering domesticplants witha hosepipe

Using a hosepipefor domesticrecreation

Cleaning domesticwindows, walls,paths or patioswith a hosepipe

Washing privatecars or boatswith a hosepipe

Filling or toppingup domesticswimming poolsand padding pools

Filling or toppingup an ornamentalfountain

Cleaning outdoorsurfaces with ahosepipe

Drought conditions – Phase 1

Water restrictions:

Wateringoutdoor plantsat commercialbuildings

Filling or toppingup a pond

Cleaning vehicles –including boats,planes and trainsand carriages

Cleaning windows atcommercial buildings

Suppressing dust Operating cisterns

Filling or toppingup a commercialswimming poolor paddling pool

Running amechanicalvehicle washer

Cleaningcommercialpremises

Severe Drought – Phase 2

Drought Order restrictions:

Using a hosepipeto water sports andrecreation surfacesfor national andinternational events– restricted to twohours per weekand only between7pm and 7am

Using a hosepipewith water-fedpoles as a smallbusiness to removegraffiti fromwindows, walls andoutdoor surfaceson domestic andcommercialproperties

Operating amechanical carwash whichrecycles waterand uses less than23 litres of tapwater per vehicle

Using a hosepipefor car washingby businessesspecialising inhand washing

Watering newlybought plantsat commercialproperties andwatering plantswith drip andmicro-irrigationsystems

Cleaning vehicles,boats, aircraftand railway stockto remove graffiti

Cleaning windowson non-domesticbuildings by smallbusinesses usingwater-fed poles

Cleaningindustrial plant

Severe Drought – Phase 3

Drought Order extended restrictions:


95

Annex D Framework for analysis for focus groups ____________________________________________________________________

CHART 1. PARTICIPANT DETAILS

1.1 Household composition

1.2 Employment

1.3 Leisure

1.4 Other/ miscellaneous

CHART 2. EXPERIENCES OF & UNDERSTANDING ABOUT DROUGHT

2.1 Droughts/restrictions they can remember

2.2 Finding out about drought and restrictions

2.3 Water use during droughts and when hosepipe bans are in place

2.4 Water use outdoors

2.5 Careful water use

2.6 Water meters

2.7 Beliefs about cause of drought and restrictions

2.8 Water company actions

2.9 Other/miscellaneous

CHART 3. VIEWS ABOUT PHASING OF MESASURES

3.1 Clarity of information

3.2 Views about restricting water use before increasing abstraction from rivers

3.3 Views about bulk transfers


CHART 4. VIEWS ABOUT RESTRICTIONS ON WATER USE

4.1 Views about restricting domestic customers before non-domestic customers

4.2 Clarity of information about phasing of restrictions

4.3 Activities they thought should be restricted later than planned

4.4 Activities they thought should be restricted earlier than planned

4.5 Other views about order of restricting activities


CHART 5. NAME FOR TEMPORARY BAN

5.1 Temporary ban

5.2 Water restrictions

5.3 Water ban

5.4 Non-essential use restrictions

5.5 Drought ban

5.6 Water saving campaign

5.7 Water waste regulations

5.8 Drought law

5.9 Beat-the-drought ban

5.10 Drought status red

5.11 Other names suggested by participants

5.12 Communicating that restrictions are compulsory

5.13 Hosepipe bans



96

For each name

(a) Whether they liked it/chose it as one of their preferred name – why/why not

(b) Whether they did not like it/chose it as their least preferred name – why/why not

CHART 6. SOURCES OF INFORMATION

6.1 Company websites

6.2 Leaflets/letters put through their door

6.3 Ads in local newspapers

6.4 Ads on local radios

6.5 Leaflets to pick up in shops and public places

6.6 Posters in shops and public places

6.7 Stands at shopping centres

6.8 Twitter

6.9 Facebook

6.10 Texts sent to them by companies

6.11 Other sources suggested by participants


For each source of information please record the following

(a) Whether they chose it as one of their top three sources of information – why/why not

(b) What sorts of things they have learnt from this source

(c) Whether they think it would be a good source of information about drought and

restrictions – why/why not

(d) Other comments about the information source

CHART 7. THIRD PARTY ENDORSEMENTS

7.1 Weather forecasters

7.2 Well known gardeners

7.3 Other well-known people/ celebrities

7.4 WWF

7.5 RSPB

7.6 Local wildlife trusts

7.7 Your local council

7.8. Your local MP

7.9 Environment Agency

7.10 Defra

7.11 Southern Water

7.12 Your friends and neighbours

7.13 Other third party endorsements suggested by participants



97

Annex E Questionnaire for domestic customers ______________________________________________________________________

Good morning/afternoon/evening. My name is … from GfK NOP the research

agency. We are conducting a very short survey on behalf of Southern Water who

supplies your water. Your answers will be strictly confidential and your details will

not be passed to any third party.

Before we start the survey I need to just check that you are in an area that

Southern Water supplies with water so can I just take your postcode?

Enter postcode and check that it is listed. Repeat back to the respondent

phonetically if necessary.

Thank you. To ensure we talk to a representative sample of people I need to start

by recording some information about you.

CODE GENDER

- Male

- Female

Q1 Are you currently…

- Working full time

- Working part time

- Not working

Q2 Which of the following age brackets applies to you?

- 18-34

- 35-54

- 55+

Q3 Does your household have a water meter?

IF NEEDED EXPLAIN A water meter records the amount of water used in your

home so you pay for how much water you use.

DO NOT READ OUT, CODE TO UNPROMPTED LIST

- Yes, I/we have a water meter

- No, I/we don‟t have a water meter

- Don‟t know

Q4a Does your household have a garden or another outdoor space, for example

a courtyard or roof terrace? Please include those which are shared.

- Yes

- No


98

IF YES

Q4b Does anyone in your household water the garden or plants in the outdoor

space using a hosepipe or sprinkler?

- Yes

- No

- Don‟t know (UNPROMPTED)

IF YES

Q4c Thinking back to the period of time between May and September of last

year, 2011, how often did someone in your household do this?

- At least once a week

- At least once a fortnight

- At least once a month

- At least every 1-2 months

- At least every 3-4 months

- Less often than this

Q5 In the last 12 months, did anyone in your household use a hosepipe, sprinkler,

or pressure washer for any of the following at home?

- To clean a car or van

- To clean a path, patio, windows, or walls

- To fill or top up a pond

- For any other purpose PLEASE SPECIFY

Q6 In the last 12 months, did anyone in your household fill or top up the

following at home?

- A paddling pool

- A swimming pool

- A fountain

READ INFO A drought occurs when a long period of time with little rain leads to a

shortage of water. During a drought, Southern Water can introduce bans, like

hosepipe bans, to stop customers using water outdoors in certain ways. This

summer there will be bans for some customers with water supplied by Southern

Water.

Q7a FOR CUSTOMERS IN KENT AND SUSSEX When there is a ban this summer will

OTHERS If there was a ban this summer, would

you keep to the rules…

- All of the time

- Most of the time

- Some of the time

- Not at all


99

Q7b FOR CUSTOMERS IN KENT AND SUSSEX When there is a ban this summer will

OTHERS If there was a ban this summer, would

your household be affected…

- A great deal

- A fair amount

- Not very much

- Not at all

Q7c IF A GREAT DEAL/A FAIR AMOUNT

What makes you say that this would affect your household [a great deal/a

fair amount]?

Q7d IF NOT VERY MUCH/NOT AT ALL

What makes you say that this would not affect your household [very

much/at all]?

READ INFO Most of the water that Southern Water supplies to its customers comes

from rivers and natural underground water stores called aquifers. During a drought,

more water than usual is sometimes taken from these sources. At the moment,

bans like hosepipe bans are introduced before taking more water. This is because

taking more water can affect the natural environment, for instance wildlife living in

rivers.

Q8 Which of the following statements comes closest to your view on what

Southern Water should do during a drought? RANDOMIZE ORDER OF

STATEMENTS

- Take more water from rivers and aquifers before introducing bans

- Introduce bans before taking more water from rivers and aquifers

READ INFO Bans, like hosepipe bans, can affect businesses such as garden centres,

car washes, and window cleaners. At the moment, Southern Water introduces

bans on households first. This is because bans on businesses can affect people‟s

livelihoods.


Southern Water should do during a drought? RANDOMIZE ORDER OF

STATEMENTS

- Introduce bans on businesses at the same time as bans on households

- Introduce bans on businesses after bans on households

Q10 Should the following activities be banned at the same time or after bans on

households?

Using a hosepipe to water parks and public gardens

Using a hosepipe to water allotments

Using a hosepipe to water national and international sports grounds


100

- At the same time

- After

THANK AND CLOSE


101

Annex F Questionnaire for non-domestic

customers ______________________________________________________________________

NOTE in questions with business/organisation use organisation for public park

administrators and business for others.

Good morning/afternoon/evening. My name is … from GfK NOP the research

agency. We are conducting a very short survey on behalf of Southern Water who

supplies your water. Your answers will be strictly confidential and your details will

not be passed to any third party.

Before we start the survey I need to just check that your business is in an area that

Southern Water supplies with water so can I just take your postcode?

Enter postcode and check that it is listed.

Thank you. To ensure we talk to a representative sample of

businesses/organisations I need to start by recording some information about your

business/organisation.

Q1 In which of the following sectors does your business/organisation operate?

- Car washing INCLUDE PETROL STATIONS

- Window cleaning

- Garden centre/nursery

- Public park administrator

Q2 And how many staff does your business/organisation employ?

- 0 (sole trader)

- 1-10

- 11-50

- 51-100

- 101-250

- 251-500

- 500+

Q3 Does your business/organisation have a water meter?

IF NEEDED EXPLAIN A water meter records the amount of water used so you

pay for how much water you use.

- Yes, I/we have a water meter

- No, I/we don‟t have a water meter

- Don‟t know


102

Q4a Who in your business/organisation sees and/or pays the bill from Southern

Water?

- I see and/or pay the bill

- Someone else sees and pays the bill SKIP TO Q5a

- We don‟t get a bill from Southern Water because

our water comes from a private borehole SKIP TO Q5a

- We don‟t get a bill from Southern Water because

we use water from home SKIP TO Q5a

- Other SKIP TO Q5a

- Don‟t know SKIP TO Q5a

Q4b How often does your business/organisation pay Southern Water?

- Monthly

- 6 monthly

- Yearly

- Other (please specify)

- Don‟t know - Q5a

Q4c How much did your business/organisation pay Southern Water [last month/in

the previous 6 months/last year (that is 1 April 2010 to 31 March 2011)] in

pounds to the nearest whole number?

ENTER AMOUNT

Don‟ t know

READ INFO A drought occurs when a long period of time with little rain leads to a

shortage of water. During a drought, Southern Water can introduce bans, like

hosepipe bans, to stop customers using water outdoors in certain ways. This

summer there will be bans for some customers with water supplied by Southern

Water.

Q5a FOR KENT AND SUSSEX When there is a ban this summer, will

FOR OTHERS If there was a ban this summer, would

your business/organisation keep to the rules…

- All of the time

- Most of the time

- Some of the time

- Not at all

Q5b FOR KENT AND SUSSEX When there is a ban this summer will

FOR OTHERS If there was a ban this summer, would

your business/organisation be affected…

- A great deal

- A fair amount

- Not very much

- Not at all


103

Q5c IF A GREAT DEAL/A FAIR AMOUNT

What makes you say that this would affect your business/organisation [a

great deal/a fair amount]?

OPEN

Q5d IF NOT VERY MUCH/NOT AT ALL

What makes you say that this would not affect your business/organisation

[very much/at all]?

OPEN

READ INFO Most of the water that Southern Water supplies to its customers comes

from rivers and natural underground water stores called aquifers. During a drought,

more water than usual is sometimes taken from these sources. At the moment,

bans like hosepipe bans are introduced before taking more water. This is because

taking more water can affect the natural environment, for instance wildlife living in

rivers.


Southern Water should do during a drought? RANDOMISE ORDER OF

STATEMENTS

- Take more water from rivers and aquifers before introducing bans

- Introduce bans before taking more water from rivers and aquifers

READ INFO Bans, like hosepipe bans, can affect businesses such as garden centres,

car washes, and window cleaners. At the moment, Southern Water introduces

bans on households first. This is because bans on organisations can affect

people‟s livelihoods.


Southern Water should do during a drought? RANDOMISE ORDER OF

STATEMENTS

- Introduce bans on businesses at the same time as bans on households

- Introduce bans on businesses after bans on households

Q8 Should the following activities be banned at the same time or after bans on

households?


Watering plants at nurseries and garden centres

Cleaning windows carried out by window cleaners

Washing cars carried out by car washes including mechanical and hand car

washes

- At the same time

- After


104

THANK AND CLOSE


105

Annex G Results from survey with domestic

customers

Drought Survey - Domestic Customers

Fieldwork dates: 29 March - 5 April 2012

PAGE TABLE TITLE TOTAL

1 1 Q1 Are you currently ...? 402Base: All

2 2 Q2 Which of the following age brackets applies to you? 402Base: All

3 3 Q3 Does your household have a water meter? 402Base: All

4 4 Q4a Does your household have a garden or another outdoor space, for example a courtyard or roof terrace? Please include those which are shared. 402Base: All

5 5 Q4b Does anyone in your household water the garden or plants in the outdoor space using a hosepipe or sprinkler? 357Base: All who have a garden

6 6 Q4c Thinking back to the period of time between May and September of last year, 2011, how often did someone in your household do this? 94Base: All who water their garden with a hosepipe

7 7 Q5 In the last 12 months, did anyone in your household use a hosepipe, sprinkler, or pressure washer for any of the following at home? 402Base: All

8 8 Q6 In the last 12 months, did anyone in your household fill or top up the following at home? 402Base: All

9 9 Q7a When there is / if there was a ban this summer would you keep to the rules ...? 402Base: All

10 10 Q7b When there is / if there was a ban this summer would your household be affected ...? 402Base: All

11 11 Q8 Which of the following statements comes closest to your view on what Southern Water should do during a drought? 402Base: All

12 12 Q9 Which of the following statements comes closest to your view on what Southern Water should do during a drought? 402Base: All

13 13 Q10 Should the following activities be banned at the same time or after bans on households? 402***Using a hosepipe to water parks and public gardens***Base: All

14 14 Q10 Should the following activities be banned at the same time or after bans on households? 402***Using a hosepipe to water allotments***Base: All




15 15 Q10 Should the following activities be banned at the same time or after bans on households? 402***Using a hosepipe to water national and international sports grounds***Base: All

16 16 Base: All 0Q10 Should the following activities be banned at the same time or after bans on households? - Summary



Table 1 Page 1

10 Apr 2012Q1 Are you currently ...?

Base: All

Used hosepipe

in the last 12

Gender Age Working Water meter months

Full- Part- Not

Total Male Female 18-34 35-54 55+ time time working Yes No Yes No

Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Working full time 170 106 64 78 76 16 170 - - 85 82 87 8342% 59% 29% 72% 52% 11% 100% - - 37% 49% 45% 40%

Working part time 61 11 50 17 29 15 - 61 - 39 22 32 2915% 6% 23% 16% 20% 10% - 100% - 17% 13% 16% 14%

Not working 171 63 108 14 41 116 - - 171 103 64 76 9543% 35% 49% 13% 28% 79% - - 100% 45% 38% 39% 46%



Table 2 Page 2

10 Apr 2012Q2 Which of the following age brackets applies to you?

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

18-34 109 58 51 109 - - 78 17 14 56 50 45 6427% 32% 23% 100% - - 46% 28% 8% 25% 30% 23% 31%

35-54 146 58 88 - 146 - 76 29 41 84 61 74 7236% 32% 40% - 100% - 45% 48% 24% 37% 36% 38% 35%

55+ 147 64 83 - - 147 16 15 116 87 57 76 7137% 36% 37% - - 100% 9% 25% 68% 38% 34% 39% 34%



Table 3 Page 3

10 Apr 2012Q3 Does your household have a water meter?

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Yes, I/ we have a water 227 101 126 56 84 87 85 39 103 227 - 112 115meter 56% 56% 57% 51% 58% 59% 50% 64% 60% 100% - 57% 56%

No, I/ we don’t have a water 168 74 94 50 61 57 82 22 64 - 168 82 86meter 42% 41% 42% 46% 42% 39% 48% 36% 37% - 100% 42% 42%

Don’t know 7 5 2 3 1 3 3 - 4 - - 1 62% 3% 1% 3% 1% 2% 2% - 2% - - 1% 3%



Table 4 Page 4

10 Apr 2012Q4a Does your household have a garden or another outdoor space, for example a courtyard or roof terrace? Please include those which are shared.

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Yes 357 158 199 92 132 133 150 58 149 205 145 188 16989% 88% 90% 84% 90% 90% 88% 95% 87% 90% 86% 96% 82%

No 45 22 23 17 14 14 20 3 22 22 23 7 3811% 12% 10% 16% 10% 10% 12% 5% 13% 10% 14% 4% 18%



Table 5 Page 5

10 Apr 2012Q4b Does anyone in your household water the garden or plants in the outdoor space using a hosepipe or sprinkler?

Base: All who have a garden

Used hosepipe

in the last 12


Full- Part- Not


Total 357 158 199 92 132 133 150 58 149 205 145 188 169

Yes 94 46 48 22 31 41 42 13 39 55 38 94 -26% 29% 24% 24% 23% 31% 28% 22% 26% 27% 26% 50% -

No 262 112 150 70 101 91 108 45 109 149 107 94 16873% 71% 75% 76% 77% 68% 72% 78% 73% 73% 74% 50% 99%

Don’t know 1 - 1 - - 1 - - 1 1 - - 1* - 1% - - 1% - - 1% * - - 1%



Table 6 Page 6

10 Apr 2012Q4c Thinking back to the period of time between May and September of last year, 2011, how often did someone in your household do this?

Base: All who water their garden with a hosepipe

Used hosepipe

in the last 12


Full- Part- Not


Total 94 46 48 22 31 41 42 13 39 55 38 94 -

At least once a week 38 24 14 10 10 18 18 6 14 25 13 38 -40% 52% 29% 45% 32% 44% 43% 46% 36% 45% 34% 40% -

At least once a fortnight 26 14 12 8 9 9 14 3 9 14 12 26 -28% 30% 25% 36% 29% 22% 33% 23% 23% 25% 32% 28% -

At least once a month 11 3 8 1 5 5 4 1 6 3 8 11 -12% 7% 17% 5% 16% 12% 10% 8% 15% 5% 21% 12% -

At least every 1-2 months 5 2 3 1 2 2 3 - 2 3 2 5 -5% 4% 6% 5% 6% 5% 7% - 5% 5% 5% 5% -

At least every 3-4 months 5 2 3 - 3 2 1 2 2 4 1 5 -5% 4% 6% - 10% 5% 2% 15% 5% 7% 3% 5% -

Less often than this 9 1 8 2 2 5 2 1 6 6 2 9 -10% 2% 17% 9% 6% 12% 5% 8% 15% 11% 5% 10% -



Table 7 Page 7

10 Apr 2012Q5 In the last 12 months, did anyone in your household use a hosepipe, sprinkler, or pressure washer for any of the following at home?

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Yes, to clean a car or van 93 53 40 26 35 32 52 8 33 49 44 93 -23% 29% 18% 24% 24% 22% 31% 13% 19% 22% 26% 48% -

Yes, to clean a path, patio, 51 30 21 12 22 17 25 6 20 32 19 51 -windows, or walls 13% 17% 9% 11% 15% 12% 15% 10% 12% 14% 11% 26% -

Yes, to fill or top up a 41 17 24 6 15 20 13 7 21 26 15 41 -pond 10% 9% 11% 6% 10% 14% 8% 11% 12% 11% 9% 21% -

Yes, for any other purpose 30 11 19 8 14 8 10 9 11 18 12 30 -(specify) 7% 6% 9% 7% 10% 5% 6% 15% 6% 8% 7% 15% -

No 241 97 144 70 81 90 95 36 110 139 95 34 20760% 54% 65% 64% 55% 61% 56% 59% 64% 61% 57% 17% 100%



Table 8 Page 8

10 Apr 2012Q6 In the last 12 months, did anyone in your household fill or top up the following at home?

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Yes, a paddling pool 26 13 13 10 12 4 17 3 6 13 12 16 106% 7% 6% 9% 8% 3% 10% 5% 4% 6% 7% 8% 5%

Yes, a swimming pool 4 2 2 1 2 1 2 1 1 2 2 3 11% 1% 1% 1% 1% 1% 1% 2% 1% 1% 1% 2% *

Yes, a fountain 3 2 1 1 1 1 2 - 1 3 - 3 -1% 1% * 1% 1% 1% 1% - 1% 1% - 2% -

No 372 164 208 99 131 142 151 57 164 212 154 176 19693% 91% 94% 91% 90% 97% 89% 93% 96% 93% 92% 90% 95%



Table 9 Page 9

10 Apr 2012Q7a When there is / if there was a ban this summer would you keep to the rules ...?

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

All of the time 354 158 196 97 132 125 151 56 147 196 151 167 18788% 88% 88% 89% 90% 85% 89% 92% 86% 86% 90% 86% 90%

Most of the time 32 13 19 7 11 14 13 2 17 21 11 19 138% 7% 9% 6% 8% 10% 8% 3% 10% 9% 7% 10% 6%

Some of the time 3 1 2 1 1 1 - 2 1 2 1 1 21% 1% 1% 1% 1% 1% - 3% 1% 1% 1% 1% 1%

Not at all 11 7 4 3 1 7 5 - 6 7 4 7 43% 4% 2% 3% 1% 5% 3% - 4% 3% 2% 4% 2%

Don’t know 2 1 1 1 1 - 1 1 - 1 1 1 1* 1% * 1% 1% - 1% 2% - * 1% 1% *



Table 10 Page 10

10 Apr 2012Q7b When there is / if there was a ban this summer would your household be affected ...?

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

A great deal 19 12 7 6 6 7 10 - 9 9 10 14 55% 7% 3% 6% 4% 5% 6% - 5% 4% 6% 7% 2%

A fair amount 65 22 43 19 19 27 22 12 31 42 23 45 2016% 12% 19% 17% 13% 18% 13% 20% 18% 19% 14% 23% 10%

Not very much 196 88 108 45 75 76 84 36 76 108 84 104 9249% 49% 49% 41% 51% 52% 49% 59% 44% 48% 50% 53% 44%

Not at all 115 54 61 38 45 32 52 13 50 65 47 31 8429% 30% 27% 35% 31% 22% 31% 21% 29% 29% 28% 16% 41%

Don’t know 7 4 3 1 1 5 2 - 5 3 4 1 62% 2% 1% 1% 1% 3% 1% - 3% 1% 2% 1% 3%



Table 11 Page 11

10 Apr 2012Q8 Which of the following statements comes closest to your view on what Southern Water should do during a drought?

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Take more water from rivers 56 29 27 15 17 24 22 9 25 31 24 30 26and aquifers before 14% 16% 12% 14% 12% 16% 13% 15% 15% 14% 14% 15% 13%

introducing bans

Introduce bans before 302 137 165 89 119 94 141 49 112 168 129 146 156taking more water from 75% 76% 74% 82% 82% 64% 83% 80% 65% 74% 77% 75% 75%

rivers and aquifers

Don’t know 44 14 30 5 10 29 7 3 34 28 15 19 2511% 8% 14% 5% 7% 20% 4% 5% 20% 12% 9% 10% 12%



Table 12 Page 12

10 Apr 2012Q9 Which of the following statements comes closest to your view on what Southern Water should do during a drought?

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Introduce bans on businesses 75 40 35 20 31 24 36 8 31 41 31 33 42at the same time as bans on 19% 22% 16% 18% 21% 16% 21% 13% 18% 18% 18% 17% 20%

households

Introduce bans on businesses 286 130 156 83 103 100 127 48 111 162 121 148 138after bans on households 71% 72% 70% 76% 71% 68% 75% 79% 65% 71% 72% 76% 67%

Don’t know 41 10 31 6 12 23 7 5 29 24 16 14 2710% 6% 14% 6% 8% 16% 4% 8% 17% 11% 10% 7% 13%



Table 13 Page 13

10 Apr 2012Q10 Should the following activities be banned at the same time or after bans on households?***Using a hosepipe to water parks and public gardens***

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Same time 234 114 120 63 89 82 99 39 96 126 102 123 11158% 63% 54% 58% 61% 56% 58% 64% 56% 56% 61% 63% 54%

After 126 49 77 38 44 44 59 18 49 71 55 55 7131% 27% 35% 35% 30% 30% 35% 30% 29% 31% 33% 28% 34%

Don’t know 42 17 25 8 13 21 12 4 26 30 11 17 2510% 9% 11% 7% 9% 14% 7% 7% 15% 13% 7% 9% 12%



Table 14 Page 14

10 Apr 2012Q10 Should the following activities be banned at the same time or after bans on households?***Using a hosepipe to water allotments***

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Same time 222 106 116 56 88 78 98 36 88 120 95 107 11555% 59% 52% 51% 60% 53% 58% 59% 51% 53% 57% 55% 56%

After 136 58 78 43 48 45 61 21 54 78 58 70 6634% 32% 35% 39% 33% 31% 36% 34% 32% 34% 35% 36% 32%

Don’t know 44 16 28 10 10 24 11 4 29 29 15 18 2611% 9% 13% 9% 7% 16% 6% 7% 17% 13% 9% 9% 13%



Table 15 Page 15

10 Apr 2012Q10 Should the following activities be banned at the same time or after bans on households?***Using a hosepipe to water national and international sports grounds***

Base: All

Used hosepipe

in the last 12


Full- Part- Not


Total 402 180 222 109 146 147 170 61 171 227 168 195 207

Same time 216 99 117 52 91 73 96 34 86 120 92 107 10954% 55% 53% 48% 62% 50% 56% 56% 50% 53% 55% 55% 53%

After 127 59 68 45 41 41 59 24 44 68 57 63 6432% 33% 31% 41% 28% 28% 35% 39% 26% 30% 34% 32% 31%

Don’t know 59 22 37 12 14 33 15 3 41 39 19 25 3415% 12% 17% 11% 10% 22% 9% 5% 24% 17% 11% 13% 16%



Table 16 Page 16

10 Apr 2012Q10 Should the following activities be banned at the same time or after bans on households? - Summary

Base: All

Summary table

Total Same time After Don’t know

Using a hosepipe to water 402 234 126 42parks and public gardens 58% 31% 10%

Using a hosepipe to water 402 222 136 44allotments 55% 34% 11%

Using a hosepipe to water 402 216 127 59national and international 54% 32% 15%

sports grounds


125

Annex H Results from survey with non-domestic

customers ____________________________________________________________________________

Drought Survey - Commercial



1 1 Q1 In which of the following sectors does your business/ organization operate? Base: All

98

2 2 Q2 And how many staff does your business/ organization employ? Base: All

98

3 3 Q3 Does your business/ organization have a water meter? Base: All

98

4 4 Q4a Who in your business/ organization sees and/or pays the bill from Southern Water? Base: All

98

5 5 Q4b How often does your business/ organization pay Southern Water? Base: All who pay the water bill themselves

56

6 6 Q4c How much did your business/ organization pay Southern Water last month/ in the previous 6 months/ last year in pounds to the nearest whole number? Base: All

98

7 7 Q5a When there is/ if there was a ban this summer, would your business/ organization keep to the rules ...? Base: All

98

8 8 Q5b When there is/ if there was a ban this summer, would your business/ organization be affected ...? Base: All

98

9 9 Q6 Which of the following statements comes closest to your view on what Southern Water should do during a drought? Base: All

98

10 10 Q7 Which of the following statements comes closest to your view on what Southern Water should do during a drought? Base: All

98

11 11 Q8 Should the following activities be banned at the same time or after bans on households? ***Using a hosepipe to water parks and public gardens*** Base: All

98

12 12 Q8 Should the following activities be banned at the same time or after bans on households? ***Watering plants at nurseries and garden centres*** Base: All

98

13 13 Q8 Should the following activities be banned at the same time or after bans on households? ***Cleaning windows carried out by window cleaners*** Base: All

98

14 14 Q8 Should the following activities be banned at the same time or after bans on households? 98

***Washing cars carried out by car washes including mechanical and hand car washes*** Base: All




15 15 Base: All 0 Q8 Should the following activities be banned at the same time or after bans on households? - Summary



Table 1 Page 1

9 Apr 2012 Q1 In which of the following sectors does your business/ organization operate?

Base: All

Sector Size Water meter

Total

Window cleaners

Car

washers

Garden centres/ nurseries

Public parks

1-10

10+

Yes

No

98

26 27%

38 39%

24 24%

10 10%

26 38 24 10

26 - - - 100% - - -

- 38 - - - 100% - -

- - 24 - - - 100% -

- - - 10 - - - 100%

81 17

23 3 28% 18%

35 3 43% 18%

21 3 26% 18%

2 8 2% 47%

58 31

15 7 26% 23%

15 21 26% 68%

22 2 38% 6%

6 1 10% 3%

Total

Car washing

Window cleaning

Garden centre/ nursery

Public park administrator



Table 2 Page 2

9 Apr 2012 Q2 And how many staff does your business/ organization employ?

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

39 40%

42 43%

7 7%

2 2%

- -

4 4%

4 4%

26 38 24 10

11 21 7 - 42% 55% 29% -

12 14 14 2 46% 37% 58% 20%

2 2 2 1 8% 5% 8% 10%

1 - 1 - 4% - 4% -

- - - - - - - -

- 1 - 3 - 3% - 30%

- - - 4 - - - 40%

81 17

39 - 48% -

42 - 52% -

- 7 - 41%

- 2 - 12%

- - - -

- 4 - 24%

- 4 - 24%

58 31

18 20 31% 65%

27 10 47% 32%

6 - 10% -

2 - 3% -

- - - -

3 - 5% -

2 1 3% 3%

Total

0 (sole trader)

1 - 10

11 - 50

51 - 100

101 - 250

251 - 500

500 +



Table 3 Page 3

9 Apr 2012 Q3 Does your business/ organization have a water meter?

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

58 59%

31 32%

9 9%

26 38 24 10

15 15 22 6 58% 39% 92% 60%

7 21 2 1 27% 55% 8% 10%

4 2 - 3 15% 5% - 30%

81 17

45 13 56% 76%

30 1 37% 6%

6 3 7% 18%

58 31

58 - 100% -

- 31 - 100%

- - - -

Total

Yes, I/ we have a water meter

No, I/ we don’t have a water meter

Don’t know



Table 4 Page 4

9 Apr 2012 Q4a Who in your business/ organization sees and/or pays the bill from Southern Water?

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

56 57%

29 30%

1 1%

1 1%

9 9%

2 2%

26 38 24 10

9 25 18 4 35% 66% 75% 40%

11 7 5 6 42% 18% 21% 60%

- 1 - - - 3% - -

- 1 - - - 3% - -

5 3 1 -

19% 8% 4% -

1 1 - - 4% 3% - -

81 17

47 9 58% 53%

22 7 27% 41%

1 - 1% -

1 - 1% -

8 1

10% 6%

2 - 2% -

58 31

39 17 67% 55%

15 7 26% 23%

- 1 - 3%

- 1 - 3%

3 4 5% 13%

1 1 2% 3%

Total

I see and/or pay the bill

Someone else sees and pays the bill

We don’t get a bill from Southern Water because our water comes from a private borehole

We don’t get a bill from Southern Water because we use water from home

Other

Don’t know



Table 5 Page 5

9 Apr 2012 Q4b How often does your business/ organization pay Southern Water?

Base: All who pay the water bill themselves


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

56

21 38%

11 20%

3 5%

7

13%

14 25%

9 25 18 4

4 12 5 - 44% 48% 28% -

3 3 3 2 33% 12% 17% 50%

- 3 - - - 12% - -

- 1 4 2 - 4% 22% 50%

2 6 6 - 22% 24% 33% -

47 9

21 - 45% -

7 4 15% 44%

3 - 6% -

3 4 6% 44%

13 1 28% 11%

39 17

12 9 31% 53%

11 - 28% -

1 2 3% 12%

6 1 15% 6%

9 5 23% 29%

Total

Monthly

6 monthly

Yearly

Other (specify)

Don’t know



Table 6 Page 6

9 Apr 2012 Q4c How much did your business/ organization pay Southern Water last month/ in the previous 6 months/ last year in pounds to the nearest whole number?

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

9 9%

4 4%

2 2%

3 3%

4 4%

3 3%

73 74%

26 38 24 10

3 4 1 1 12% 11% 4% 10%

- 2 2 - - 5% 8% -

- 1 1 - - 3% 4% -

1 2 - - 4% 5% - -

- - 4 - - - 17% -

1 1 - 1 4% 3% - 10%

21 28 16 8 81% 74% 67% 80%

81 17

8 1 10% 6%

4 - 5% -

1 1 1% 6%

3 - 4% -

4 - 5% -

1 2 1% 12%

60 13 74% 76%

58 31

3 6 5% 19%

2 2 3% 6%

2 - 3% -

3 - 5% -

4 - 7% -

3 - 5% -

41 23 71% 74%

Total

£0 - £50

£51 - £100

£101 - £200

£201 - £500

£501 - £1000

£1001+

Don’ t know



Table 7 Page 7

9 Apr 2012 Q5a When there is/ if there was a ban this summer, would your business/ organization keep to the rules ...?

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

60 61%

15 15%

2 2%

12 12%

9 9%

26 38 24 10

15 27 11 7 58% 71% 46% 70%

5 3 6 1 19% 8% 25% 10%

1 1 - - 4% 3% - -

3 3 6 - 12% 8% 25% -

2 4 1 2 8% 11% 4% 20%

81 17

47 13 58% 76%

13 2 16% 12%

2 - 2% -

12 - 15% -

7 2 9% 12%

58 31

32 22 55% 71%

11 2 19% 6%

2 - 3% -

9 3 16% 10%

4 4 7% 13%

Total

All of the time

Most of the time

Some of the time

Not at all

Don’t know



Table 8 Page 8

9 Apr 2012 Q5b When there is/ if there was a ban this summer, would your business/ organization be affected ...?

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

56 57%

14 14%

11 11%

14 14%

3 3%

26 38 24 10

18 18 18 2 69% 47% 75% 20%

4 2 5 3 15% 5% 21% 30%

- 6 1 4 - 16% 4% 40%

3 10 - 1 12% 26% - 10%

1 2 - - 4% 5% - -

81 17

50 6 62% 35%

8 6 10% 35%

7 4 9% 24%

13 1 16% 6%

3 - 4% -

58 31

37 18 64% 58%

8 2 14% 6%

7 2 12% 6%

6 8 10% 26%

- 1 - 3%

Total

A great deal

A fair amount

Not very much

Not at all

Don’t know



Table 9 Page 9

9 Apr 2012 Q6 Which of the following statements comes closest to your view on what Southern Water should do during a drought?

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

37 38%

51 52%

10 10%

26 38 24 10

10 14 12 1 38% 37% 50% 10%

12 20 11 8 46% 53% 46% 80%

4 4 1 1

15% 11% 4% 10%

81 17

34 3 42% 18%

38 13 47% 76%

9 1

11% 6%

58 31

24 11 41% 35%

29 18 50% 58%

5 2 9% 6%

Total

Take more water from rivers and aquifers before introducing bans

Introduce bans before taking more water from rivers and aquifers

Don’t know



Table 10 Page 10

9 Apr 2012 Q7 Which of the following statements comes closest to your view on what Southern Water should do during a drought?

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

6 6%

88 90%

4 4%

26 38 24 10

2 2 1 1 8% 5% 4% 10%

21 36 23 8 81% 95% 96% 80%

3 - - 1

12% - - 10%

81 17

4 2 5% 12%

74 14 91% 82%

3 1 4% 6%

58 31

3 2 5% 6%

54 27 93% 87%

1 2 2% 6%

Total

Introduce bans on businesses at the same time as bans on households

Introduce bans on businesses after bans on households

Don’t know



Table 11 Page 11

9 Apr 2012 Q8 Should the following activities be banned at the same time or after bans on households? ***Using a hosepipe to water parks and public gardens***

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

47 48%

42 43%

9 9%

26 38 24 10

10 26 7 4 38% 68% 29% 40%

13 9 16 4 50% 24% 67% 40%

3 3 1 2

12% 8% 4% 20%

81 17

39 8 48% 47%

35 7 43% 41%

7 2 9% 12%

58 31

28 16 48% 52%

25 11 43% 35%

5 4 9% 13%

Total

Same time

After

Don’t know



Table 12 Page 12

9 Apr 2012 Q8 Should the following activities be banned at the same time or after bans on households? ***Watering plants at nurseries and garden centres***

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

14 14%

76 78%

8 8%

26 38 24 10

5 5 1 3 19% 13% 4% 30%

17 30 22 7 65% 79% 92% 70%

4 3 1 -

15% 8% 4% -

81 17

11 3 14% 18%

63 13 78% 76%

7 1 9% 6%

58 31

10 2 17% 6%

44 25 76% 81%

4 4 7% 13%

Total

Same time

After

Don’t know



Table 13 Page 13

9 Apr 2012 Q8 Should the following activities be banned at the same time or after bans on households? ***Cleaning windows carried out by window cleaners***

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

25 26%

64 65%

9 9%

26 38 24 10

7 2 10 6 27% 5% 42% 60%

18 31 11 4 69% 82% 46% 40%

1 5 3 - 4% 13% 13% -

81 17

17 8 21% 47%

56 8 69% 47%

8 1

10% 6%

58 31

21 2 36% 6%

31 26 53% 84%

6 3

10% 10%

Total

Same time

After

Don’t know



Table 14 Page 14

9 Apr 2012 Q8 Should the following activities be banned at the same time or after bans on households? ***Washing cars carried out by car washes including mechanical and hand car washes***

Base: All


Total

Window cleaners

Car

washers


Public parks

1-10

10+

Yes

No

98

26 27%

62 63%

10 10%

26 38 24 10

2 7 12 5 8% 18% 50% 50%

22 28 8 4 85% 74% 33% 40%

2 3 4 1 8% 8% 17% 10%

81 17

20 6 25% 35%

53 9 65% 53%

8 2

10% 12%

58 31

18 5 31% 16%

33 23 57% 74%

7 3

12% 10%

Total

Same time

After

Don’t know



Table 15 Page 15

9 Apr 2012 Q8 Should the following activities be banned at the same time or after bans on households? - Summary

Summary table Total Same time After Don’t know

98 47 42 9

48% 43% 9%

98 14 76 8 14% 78% 8%

98 25 64 9

26% 65% 9%

98 26 62 10 27% 63% 10%

Base: All


Watering plants at nurseries and garden centres

Cleaning windows carried out by window cleaners

Washing cars carried out by car washes including mechanical and hand car washes


143

E. Water Restrictions and Exceptions effective from April 5th 2012

The following Question and Answers provide an overview of the restrictions and concessions that Southern Water has in place in May 2012. They are included to provide an indication of the concessions that Southern Water may also consider in a drought in future; however, the company will review what restrictions and concessions it is able to provide on a case-by-case basis depending on the specific conditions experienced in future drought events.

Please note that these questions and answers are to help with the way in which Southern Water is applying restrictions on use in its supply areas.

GENERAL QUESTIONS

1 What activities are restricted (prohibitions) from April 5? o • Watering a garden using a hosepipe; o • Cleaning a private motor vehicle using a hosepipe; o • Watering plants on domestic or other non-commercial premises using a hosepipe; o • Cleaning a private leisure boat using a hosepipe; o • Filling or maintaining a domestic swimming or paddling pool; o • Drawing water using a hosepipe for domestic recreational use; o • Filling or maintaining a domestic pond using a hosepipe; o • Filling or maintaining an ornamental fountain; o • Cleaning walls or windows of domestic premises using a hosepipe; o • Cleaning paths or patios using a hosepipe; o • Cleaning other artificial outdoor surfaces using a hosepipe.

In these prohibitions: “garden” includes a park, gardens open to the public, a lawn, a grass verge, grass used for sport or recreation, an allotment used for non-commercial purposes and any other green space; “hosepipe” includes anything designed, adapted or used to serve the same purpose as a hosepipe; “using a hosepipe for domestic recreational use” includes operating water slides and other recreational equipment.

o Exceptions The following are excepted from the prohibitions: • Watering a grass surface used for regional, national or international sport events;

o • Cleaning a private motor vehicle by a business specialising in hand car washing which uses hosepipes as part of the process;

o • Using a water-fed pole to clean the windows of domestic premises in the course of a business;

o • Cleaning the walls of domestic premises in the course of a business; o • Cleaning paths, patios and hard-standings by a business whose sole operation is the

cleaning of paths, patios and other hard-standings. Further exceptions are specified in The Water Use (Temporary Bans) Order 2010 (SI 2010 No. 2231) and that Order also defines certain terms. The Order may be found at www.southernwater.co.uk/wateruseorder, and the Company will consider instances of significant hardship for concessionary exception, which may be subject to conditions – please call us on 0845 278 0845 if you think this applies to you.

o View our Public Notice (on the Southern Water website) setting out the restrictions we are introducing under the Temporary Ban. We will consider applications for concessionary exceptions from customers who are significantly adversely impacted by the restrictions because of infirmity or disability and for customers who use a drip or trickle irrigation watering system, fitted with a pressure reducing valve and a timer, that are not handheld, that place water drip by drip directly onto the soil surface or beneath the soil surface, without any surface run off or dispersion of water through the air using a jet or mist.


144

Please call us on 0845 278 0845 for further advice if you feel either of these apply to you.

2 The last time you had restrictions I could still fill up a paddling pool. Why can’t I now?

o The Temporary Uses of Water Ban has replaced the previous hosepipe ban legislation, which dated back to 1945. The new legislation now has a much wider scope of restrictions that can be controlled by water companies. In all, 11 categories of use are specified within section 76(2) of the WIA 1991 (as amended by section 36 of the Flood and Water Management Act 2010 (FWMA 2010). These target non-essential use to help ensure that domestic supplies for drinking, cooking, washing and sanitation can be maintained.

3 Can I use my hosepipe or sprinkler? o A Temporary Use Ban is authorised by new legislation. It prohibits the use of water for

specified purposes, most of which involve using a hosepipe. This has a much wider scope of restrictions than the former ‘hosepipe’ ban, which can be imposed by water companies. Sprinklers are captured by the ban.

4 Can I still water my lawn and plants with a watering can? o Yes, as long as the can has not been filled using a hosepipe.

5 Can I use a hosepipe to wash down my dog when muddy?

o Yes you can providing the purpose is to wash your dog as this is not a restricted activity. However, we urge all customers to use water wisely and only where it is absolutely necessary .

6 Can I use a hosepipe to fill a trough to provide water for my livestock?

o Yes, as this is not a restricted activity.

7 Can I use a hosepipe to fill the onboard tank in my caravan or motor home?

o Yes, if the water is for domestic use (i.e. washing, cooking and toilet facilities) but not if all or any part of the water is used to wash the caravan or motor home, or to water a garden.

IN THE GARDEN

1. I am a Blue Badge holder, am I affected by the restrictions?

o Yes, but if you have severe mobility problems and are the holder of a current Blue Badge as issued by your local authority, then we will allow an exception to the following prohibitions: watering a garden attached to domestic premises, including an allotment, or watering plants on domestic premises using a hosepipe. We urge all customers to use water wisely and only where it’s absolutely essential. Please note that exceptions may be subject to conditions or withdrawal if the drought becomes more severe.

2. I am disabled or infirm and I do not hold a Blue Badge. Am I affected by the restrictions?

o Yes. However, we will consider applications for exceptions from customers who are significantly adversely affected by the restrictions due to infirmity or disability, for the following prohibitions: watering a garden attached to domestic premises , including an allotment or watering plants on domestic premises using a hosepipe. Please note that exceptions may be subject to conditions and will be withdrawn if the drought becomes more severe. Please call us on 0845 278 0845 if you feel this applies to you.

3. Can I use a hosepipe to fill a watering can or water butt to water my garden?


145

o No. You are not able to use a hosepipe to fill a watering can or water butt with mains water for this purpose. We do, however, encourage all of our customers to make use of water butts to collect rainwater, which can then be used to water the garden with a watering can or a pump direct from the water butt.

4. Does the restriction apply to rainwater that I have stored either in water butts or other storage containers?

o No, it only applies to mains water. There are pumps on the market which enable you to pump collected rainwater from your water butt or other storage container.

5. Does the restriction apply to irrigation systems?

o Irrigation systems do fall within the restrictions. However, we appreciate that some irrigation systems can be water efficient: we will permit the use of; a drip or trickle irrigation watering system, fitted with a pressure reducing valve and a timer, that is not handheld, that places water drip by drip directly onto the soil surface or beneath the soil surface, without any surface run off or dispersion of water through the air using a jet or mist. Please note that exceptions may be subject to conditions or withdrawal if the drought becomes more severe.

o 6. Can I water my newly-laid turf?

o Yes you can, but not using a hosepipe. We will, however, consider applications for exceptions in cases of hardship to customers and the supply chain i.e. landscape gardeners. Please note that exceptions may be subject to conditions and will be withdrawn if the drought becomes more severe. Please call us on 0845 278 0845 if you feel this applies to you.

o 7. Can I water my hanging basket?

o Yes, you can, but not using a hosepipe.

8. I have a pond with fish in it. Will I be able to top up my pond using the hosepipe?

o 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.

o 9. I have a water fountain in the garden; can I continue to use it?

o Most water fountains operate by recycling a small amount of water. If this is the case for yours, you may continue to operate it. You cannot, however, replenish the fountain with water drawn from the mains supply unless it is in or near to a fish pond and its purpose is to supply sufficient oxygen to the water in the pond to keep fish healthy.

o 10. Can I fill my swimming or paddling pool?

o Not unless you do so with a hand-held container if using water mains water. This restriction does not apply if you are filling a pool for the following purposes:

o • Where necessary in the course of its construction; • Where designed, constructed or adapted for use in the course of a programme of medical treatment; • Used for the purpose of decontaminating animals from infections or disease; • Used in the course of a programme of veterinary treatment; • Used for the purposes of a business; • A pool in which fish or other aquatic animals are being reared or kept in captivity. Please see the section below on Commercial Customers in relation to swimming pool repair and/or maintenance subject to a contract.

o 11. Can I wash the following using a hosepipe: Car, motorbike, taxi,

company car, caravan, trailer?


146

o As a result of the restrictions, you are not permitted to wash any of the above with a hosepipe or similar apparatus. You can, however, use a bucket, as long as you do not fill it with a hosepipe.

o If your vehicle or its trailer is a” goods vehicle” (i.e. constructed or adapted for use for the carriage of goods) then it is not affected by the restrictions, but we ask that all our customers use water sparingly.

12. Are there any exceptions for Health and Safety?

o Yes, but only where the use itself is for a health or safety reason and only in respect of the activities listed below: • watering a garden; • cleaning a private leisure boat; • cleaning walls or windows of domestic premises; • cleaning paths or patios; • cleaning other outdoor surfaces Health or Safety includes removing or minimizing any risk to human or animal health or safety; and preventing or controlling the spread of causative agents of disease.

COMMERCIAL CUSTOMERS

1. I build, repair and/or refurbish swimming pools; can the swimming pool be filled on completion?

o Providing the filling of the pool is during the course of; its construction, a significant repair or a refurbishment then this does not fall within the restrictions. The pool is, however, to be filled or refilled by the specialist business undertaking the work which is subject to contract.

2. I specialise in swimming pool maintenance, can I use a hosepipe to top up the pool?

o No. However, we will consider on a case by case basis applications for exceptions from business customers in cases of hardship when specialising in swimming pool maintenance. The work must be subject to a maintenance contract. Please note that exceptions may be subject to conditions and will be withdrawn if the drought becomes more severe. Please call us on 0845 278 0845 if you feel this applies to you

3. We are a school. Can we top up our pool using a hosepipe?

o Yes, the restrictions in place currently only apply to domestic swimming pools.

4. Why are councils still cleaning windows, buildings and washing public vehicles etc?

o Not all activities are covered by the temporary ban, e.g. cleaning the windows of non-domestic buildings or washing public service vehicles. However, ALL water users are urged to conserve water whenever they can and we have given water-saving advice to councils and other commercial customers. Should the situation deteriorate, consideration would be given to applying for powers to restrict other activities.

5. Are commercial customers and car-washing companies affected by the restrictions?

o They are, in certain circumstances if the activity they undertake is restricted. The 11 categories of restrictions apply to both domestic and commercial customers. However, in some cases, each group will be affected differently. For example, domestic pools in back gardens cannot be topped up with a hose but pools open to the public are not affected by the Temporary Use Ban. However, maintaining an ornamental fountain using a hosepipe is restricted regardless of who owns it, or where it is.


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We have included an exception for using a hosepipe to clean a private motor vehicle, walls and windows of domestic premises, or paths and patios and other outdoor surfaces where this is done as a service to customers in the course of a business specialising in these activities. Please note that exceptions may be subject to conditions and will be withdrawn if the drought becomes more severe.

6. We are a business using water on our premises – are we affected by the restrictions?

o Yes. Certain prohibitions will affect commercial customers. Please see the full list of restrictions on the Southern Water website.

7. Our business uses water while working on behalf of customers in respect of gardens – are we affected by the restrictions?

o Yes. Any use of a hosepipe for garden watering is banned. A gardener working on a garden cannot use a hosepipe if the water supplied by mains water. There are the following exceptions: • Cleaning a private motor vehicle by a business specialising in hand car washing which uses hosepipes as part of the process;

o • Using a water-fed pole to clean the windows of domestic premises in the course of a business;

o • Cleaning the walls of domestic premises in the course of a business. o • Cleaning paths, patios and hard-standings by a business whose sole operation is the

cleaning of paths, patios and other hard-standings. We will in addition consider applications for exceptions in cases of hardship to customer and supply chain i.e. landscape gardeners. Please note that exceptions may be subject to conditions and will be withdrawn if the drought becomes more severe. Please call us on 0845 278 0845 if you feel this applies to you

8. We are a car wash – are we affected?

o Yes, if you use a hosepipe or similar apparatus to clean a private motor vehicle, unless you are a business specialising solely in hand car-washing using a hosepipe as part of your process. While the use of mechanical vehicle washers is not currently restricted under the ban we would ask that you review how water efficient your apparatus is.

9. I am a taxi or minicab driver or I own a company car or a car sales garage – am I affected?

o Yes. Taxis, licensed minicabs, company cars and garage forecourt cars for sale are covered by the restrictions on using a hosepipe. You can continue to use a bucket to wash your vehicle(s).

10. We are a bowling green, tennis club, sports ground or golf course – are we affected?

o Yes, unless hosting a regional, national or international event. However, we do not want critical playing surfaces to become damaged, so the watering of a key playing area is permitted, for instance cricket squares, golf greens, bowling greens, tennis courts. However, please contact us on 0845 278 0845 if you have a specific requirement to maintain a key area, in order to discuss the arrangements for watering. Sprinklers are not permitted for watering unless proven to be more water efficient than watering with a handheld container or hose and with our prior consent. Please note that exceptions may be subject to conditions and will be withdrawn if the drought becomes more severe.

11. We are a garden centre – are we affected?

o Garden centres are not covered by the restrictions for the watering of plants for commercial sale. We would, however, encourage the use of a watering can as an alternative where possible. Please note, filling ornamental displays with water supplied by us is prohibited unless this is necessary to supply sufficient oxygen to the water in a pond to keep fish healthy.

12. We are a window cleaning business – how are we affected?


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o You may not use a hosepipe to clean the windows of domestic premises, unless you are using a water-fed pole in the course of a business.. Hosepipes can still be used for cleaning windows of commercial premises but please make every effort to conserve water.

13. I run a commercial business where I grow produce for commercial purposes (e.g. market garden). Can I use a hosepipe?

o Yes, the ban does not restrict this. However, we would ask you to consider using water efficient systems.

14. I run a commercial business; can I use a hosepipe to wash my company’s goods vehicles, lorries, trailers, coaches, buses, minibuses, boat or plane?

o The restrictions do not affect the washing of goods vehicles (including their trailers) or public service vehicles. However, buses and minibuses that are used for employees and do not operate as public service vehicles, are covered by the ban.

o Planes are not covered by the restrictions but private leisure boats, including jet skis and any other vessel which is designed, constructed or adopted to move through, in or over water are, unless they are used in the course of a business or made available to the public. We would ask all our customers to use water sparingly.

FARMERS AND AGRICULTURE

1. I am a farmer. How will I be affected by the temporary use ban?

o Your agricultural activities will not be affected by the restrictions but you must observe all of the prohibited uses. We would encourage you to use water efficient systems.

2. Can I fill my trough with a hosepipe?

o Yes, as long as the water is not being used for any of the purposes which are restricted

www.southernwater.co.uk

appendices - southern water · 2014-08-12 · southern water revised drought plan – statement of...

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