Our Dry Weather Plan South East Water's 2021 draft drought plan - Appendix T: Demand-led droughts September 2021 - South East Water Corporate
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Our Dry Weather Plan South East Water’s 2021 draft drought plan Appendix T: Demand-led droughts September 2021 South East Water Rocfort Road Snodland Kent ME6 5AH
Drought Plan | September 2021
Contents
Appendix T Demand-led droughts 3
1.1 Introduction 3
1.2 Communications, operational plan and activities 3
2
Drought Plan | September2021
Appendix T Demand-led droughts
1.1 Introduction
For 2021 we have piloted and implemented a demand-led process. This appendix contains
slides which provide an overview of this process.
1.2 Communications, operational plan and activities
The communications, operational plan and activities are summarised in the following slides
which were presented for stakeholder discussion in July 2021.
3
Summer 2021 Communications and operational plan and activities – stakeholder discussion 09 July 2021
Agenda
• Our experience from 2020 – setting the challenge
• Research to help plan for 2021
• Introduction to our 2021 plan
• Our summer communications plan
• Using TUBs and preparing for the unexpected
2
Our experience of 2020 – setting the challenge 3
Key challenge in 2020 was the shift we saw in demand patterns due to COVID-19
• High variability of demand changes at Water
Resources Zone Level
• Clear link of high demand in areas with larger
commuter populations
• Very localised changes and pinch points in
our system
• People who chose to staycation had a
significant impact during the summer peak
week period
4
Research to help plan for 2021 5
Customer research
We e-mailed 285,217 customers with a survey in June 2021 resulting in 11,556 customers (1.3% of billed household properties) participating in
the survey
How customers felt Top 4 reasons customers believed region is using more water
usage had changed 32% of customers + 65 years age thought that increased
in last year? demand may be part of the problem and customers who
were 16-34 in age only 15% recognised that same issue.
Customers
thought that Reason Reason
1 Reason Reason
usage had 2
3
decreased 70% 67%
4
64% 57%
9% Working from DIY and Hot weather and Less travel for
Customers Home gardening outside use holidays
thought that
usage had
stayed same
57% 74% Working from home during the daytime
Customers
thought that
usage had
increased 37% Using more water in the garden
Why customers thought usage had increased
35%
30% Using kitchen appliances more than before
15% Using more water for fun i.e. paddling pools/hot tubs
NB. Customers could choose more than one reason
Customer research
We asked customers whether they started to think about saving water as summer approaches – 84% responded positively
As summer approaches how likely are you to think about saving water
Not at all Unlikely Likely Very Likely
2% 13% 55% 29%
We asked customers who responded as
likely or very likely why?
It’s the right
36%
thing to do
Minimise my
26%
impact on
the
environment To save
21%
money
To ensure
16%
there is
enough
water for
everybody
Of the group who said they were
unlikely or not at all to think of
saving water the prominent
response of 61% was because
they are efficient enoughIntroduction to our 2021 plan 8
Spring communications activities complete
April saw our water efficiency messaging ramping up.
We worked with the Met Office using data about the low
rainfall levels during the month as an opportunity to
ensure early warning that with everyone at home it is
likely this summer will see high demands and giving
advice on how to help.
We were able to secure coverage on the local BBC and
ITV news with the message.
The end of April we gave regular messaging as part of
National Gardening Week with advice on how to be a
responsible gardener and we shared a blog from
Chelsea Flower Show award winning gardener Nicolas
Dexter and ran a water butt competition.
We have been supporting the WaterUK/Waterwise –
“Water’s Worth Saving” campaign that started in May
(including Water Saving Week) and will run throughout
the summer.
In Sussex we began advertising on local radio by
sponsoring the weather forecast – and continue to do so.
9Summer communications activities and plans
underway
We have created a regional map to be able to give customers an idea about
expected water use in their area in the week ahead and advice on need to
save water.
www.southeastwater.co.uk/waterlatest
The map is updated to reflect water use – and we also include a weekly
graph to show levels. The recent wet weather we have been on green but
we were reaching high levels during the hot period of June.
A Kent messenger summer campaign is about
to start online/newspaper and radio. This will
run throughout the summer whatever the
weather – but we can be flexible to adapt
messaging due to weather/demand.
We emailed all customers who we have email
details for (more than 300,000) with
information and asking to complete the survey.
10Demand patterns and forecast for summer 2021
• Tracking and forecasting demand remain challenging as COVID-19 impacts are still in play
• Demand patterns in Kent remain high, and are comparable to those seen at this stage in 2020
• So we have developed contingency plans to deal with a plausible worst case i.e. very high demands due to more people
stay at home again during summer 2021 and a very long spell of very good weather (e.g. as experienced in summer 2018)
• There is ongoing uncertainty with government restrictions and travelling abroad – and this could change over the coming
weeks/months
11Triggers and decision making for summer 2021
Actual / Forecast
Trigger Event Tier Actions Timeframe to implement
Comments
Level
Regular and timely updates of position and future
BAU and ongoing summer campaigns.
actions with stakeholder and customers
1
1 n/a Focus on outage, prioritise visible leaks and monitor impact of flushing
Inform stakeholders and customers of our plans for summer 2021, significant ramp up of
regular and targeted messaging across Kent area of supply.
Continue above operational actions but consider suspension of flushing, delaying non-
2
2 1-2 days essential customer appointments if workbank’s excessive. Non priority customer activity to
be reviewed if workbanks excessive. Escalate to director level contractor performance
concerns on leak related work if workbanks excessive
Request voluntary restraint on use of hosepipes by customers and businesses.
Implement regional suspension of flushing; Consider delaying customer appointments;
Non priority customer activity; Consider 7 day working
3
1-2 days Escalate to director level contractor performance concerns on leak related work if
workbanks excessive Consider all planned network activity – mainlaying/developer
services & other commercial; Consider transfer of technician resource
3
Notification to impose TUBS / remove TUBS
Suspend all flushing activity; Consider delaying customer appointments
Non priority customer activity; Firm up volunteer rotas; Provide operational support from
7 days
4 billing team; Implement 7 day working; Waterlink transferred onto leak repairs; Speak to
other contractor resource; Implement suspension of planned network activity –
mainlaying/developer services & other commercial
TUBS remain in place - Maintain regular and wide communications. Suspend all flushing
4 Suspend all non-priority/non leak customer appointments
5 n/a
12Engagement with stakeholders
• More detailed communication plan and engagement planned with stakeholders is being rolled out.
• Explains the scenarios being considered with actions linked to demand triggers
• Explains our plan to reduce high demands with messaging, up to and including voluntary restraint
on hosepipe usage
• Final steps included for imposition of temporary use bans (TUBS) shortly in advance of very high
demand events, and removal shortly after
• Decision on whether to impose TUBS will be informed by actual levels of demand experienced to
date (taking account of reductions achieved through messaging and calls for voluntary restraint)
and a forward look at weather forecast over coming 7-14 days
• We will review position and decision on trigger level and actions on a weekly basis
• TUBS exemptions proposed for businesses and those registered on our Priority Services Register
13Our summer communication plan 14
Let‘s save this summer – Summer 2021 communications campaign (summary)
• “Let’s save this summer” is South East Water specific campaign to reduce water
demand during summer 2021
• We asked customers about how they were using water differently this year and their
key water use increases this year were in the garden, but also due to working from
home.
• 85 per cent said they were thinking about saving water this year which shows positive
opportunity for people to engage with the messages.
• So our summer communication campaign aims to help by providing advice for easy
swaps to save in the garden and when working from home.
• We have planned these to be relevant to the weather/water use we are experiencing so
it’s timely advice and we will agree the messaging based on our Operations team’s
forward planning.
15Overarching summary
BRAYG Status
assessment on Customer
Communications Plan
demand Impact during Operational
Event Status
forecast and a sustained Impact
operational period
outage Community
Social media Website Customer Non-household Staff Regulator Media
stakeholder
Operational “Let’s keep
Normal monthly Normal Source Normal monthly Normal (monthly
Green none impact None normal updated” normal normal
updates updates updates report)
unlikely webpage (weekly)
Operational
water
impact water efficiency Weekly updates
“Let’s start saving” efficiency water efficiency
unlikely (topical) to retailers Weekly updates
- webpage update (topical) (topical) example Normal (monthly
Yellow none possible None example: “Let’s (reminding to (include in Friday normal
with graph and example: “Let’s : “Let’s swap to a report)
issues if swap to a share water messaging)
map (weekly) swap to a watering can”
localised watering can” efficiency)
watering can”
outage
Inform moving to
amber – ask to Emails asking to
Summer “Let’s act now” – Summer
risk of spread the word spread the word - Press/Radio
Operational demand graph/map/anima demand Dedicated Gurgle Inform moving to
Amber intermittent Level 2 Event (businesses, Summer demand (advertising
impact, minor example: “use it tion (daily) example: “use page introduced amber
low pressure developers, their example: “use it begins)
storage twice” it twice”
employees/custo twice”
reduction at mers
pinch points
Phone calls asking
to act – high
“Act now” – Phone calls asking
Essential use users (e.g.
risk of low Essential use graph/map/anima to spread the
only at peak developers not to
pressure only at peak tion/video update word - Essential All user email and Event notification Press and
Red Level 3 Event times – e.g. e.g use
intermittent no times - e.g from Manager use only at peak WhatsApp (daily report) radio/TV
Risk of “sprinklers off” sprinklers/non-
water at peak “sprinklers off” (daily) times – e.g
storage household not to
“sprinklers off”
reduction at wash fleet
pinch points
Storage Event Comms - Event Comms -
Incident banner – Event Comms - Event Comms -
reductions regular Everbridge Event Comms –
dedicated page for regular updates, regular updates Radio and TV
Black No water likely risk of Level 4 Event updates, e.g updates, e.g Wholesale service TUBs Review
impact e.g MP phone include daily campaign
loss of bottled water text alerts desk
16 calls email
storage updatesCampaign style Positive messaging Urgent messaging
Our customer research showed that
customers engaged with bright and fun
imagery when we tested our positive
messages:
• They took away that the message is to save water
and make swaps
• Upbeat, positive tone/style is good
• Handwritten font feel spontaneous and enabling
• Core messages are about compromise vs
penalties
• “Let’s” suggests joined up and collaborative
approach
• Urgent messaging was direct and they
understood, but we need to be careful to
avoid blaming (especially kids), ensure we
tell the story of what we are doing too.
17Let‘s save this summer – key messages for each level
Green (cooler weather – rain forecast) - always include that Amber (hot/dry – demand above 620Ml/d) – always
we’re helping with freebies: include a message about what we are doing [extra
• “Let’s keep updated” – graph/map (weekly) – explaining water/transferring in the network]:
how we’ll keep everyone informed through the summer and • “Let’s act now” – graph/map/animation (daily)
traffic lights • “Let’s ditch the sprinkler” – kid with watering can
• “Let’s fill up” – water butts • “Let’s save it” – paddling pool/hot tub lids
• “Let’s keep it short” – shorter shower • “Let’s use it twice” – paddling pool
• “Let’s save a cup” – wfh tea/coffee drinking advice to only • “Let’s keep it short” – shorter shower
fill kettle for what you need.
Yellow (warming up, dry – demand above 600Ml/d) – always Red (hot/dry – demand above 650Ml/d) - We will remove
include that we’re helping with freebies: the “Let’s” to focus on urgent action and font changes to
• “Let’s start saving” – graph/map (weekly) remove brushstroke font:
• “Let’s swap to a watering can” – watering can • “Act now” – graph/map/animation/video update from
• “Let’s pick up buckets and sponges” – car washing Manager (daily)
• “Let’s go golden” – golden lawn – [if no rain forecast for a • “Wait to wash” – car wash
week] • “Sprinklers off” – lawns
• “Let’s wait for the rain” – [if rain forecast] plants prefer rain • “Keep it short” – short shower
water • “Save it today” – paddling pool/hot tub lids
• “Fill a jug” – hydration
End of summer/event – back to brush stroke font include freebie message:
• “Let’s raise a glass” – Thank you message
• “Let’s keep saving” – Water butt
• “Let’s keep in touch” – we’ll keep everyone
18 informed through the summer and traffic lightsGreen status - summary Level 1
• Operational assessment is that due to weather forecast, outage and customer demand levels
there is no risk to a demand led event
Green (cooler weather – rain forecast) - always include that we’re helping with freebies:
• “Let’s keep updated” – graph/map (weekly) – explaining how we’ll keep everyone informed through the summer and traffic
lights
• “Let’s fill up” – water butts
• “Let’s keep it short” – shorter shower
• “Let’s save a cup” – wfh tea/coffee drinking advice to only fill kettle for what you need.
19Communications activities summary Level 1
Social media
• Support the WaterUK campaign
• Promote our water latest page/water butts/shorter showers/working from home advice to save
Website
• Weekly update of the water latest page
Customer email
• Prepare July message to feedback on survey and talk about traffic light messages ready to go out as soon as yellow triggered
Community stakeholder
• July message to feedback on survey and talk about traffic light messages and how we will ask for help to share
Internal comms
• Share customer messages and planned Q&A for the summer
Press release
• Share customer survey results and our plans for the summer (particularly trade press)
Non-household stakeholder
• Source e-newsletter to explain approach for the summer and how we will ask for help to share
Regulators and key stakeholders
• July feedback on customer survey results and share our communication plans
20Yellow status - summary Level 2
• Operational assessment is that due to weather forecast, outage and customer demand levels
there is no risk of a demand led event, however we are seeing demand increase and so
important to increase messaging relevant to the weather and in advance of hotter
weather/higher demands
Yellow (warming up, dry – demand above 600Ml/d) – always include that we’re helping with freebies:
• “Let’s start saving” – graph/map (weekly)
• “Let’s swap to a watering can” – watering can
• “Let’s pick up buckets and sponges” – car washing
• “Let’s go golden” – golden lawn – [if no rain forecast for a week]
• “Let’s wait for the rain” – [if rain forecast] plants prefer rain water
21Communications activities Level 2
Social media
•Support the WaterUK campaign
•Promote our water latest page/use relevant campaign messaging depending on weather forecast
Website
•Weekly update of the Water latest page
Customer email
•July message to feedback on survey and talk about traffic light messages
•Update in August specifically about summer holidays (link to research)
Community stakeholder
•July message to feedback on survey and talk about traffic light messages and how we will ask for help to share – provide campaign hub details
•Update in August specifically about summer holidays (link to research) – provide campaign hub details
Internal comms
•Share customer messages and planned Q&A for the summer
•Weekly update in Friday message
Press release
•Share customer survey results and our plans for the summer (particularly trade press)
•Weather related updated. Use Waterwise/RHS/Turf Growers as third party voices
Non-household stakeholder
•Begin weekly updates asking to share water saving advice and provide latest update
Regulators and key stakeholders
•Continue to provide update via usual channels and monthly report
22Amber status - summary Level 3
• Operational assessment is that due to weather forecast, outage and customer demand levels
there is a risk of a demand led event. We are seeing demand increase and so messaging
frequency and relevance to the weather will increase and in advance of hotter weather/higher
demands – we will be actively asking for voluntary restraint
Amber (hot/dry – demand at 625Ml/d) – always include a message about what we are doing [extra water/transferring in the
network]:
• “Let’s act now” – graph/map/animation (daily)
• “Let’s prepare” – stakeholder messaging and internal comms in particular
• “Let’s ditch the sprinkler” – kid with watering can
• “Let’s save it” – paddling pool/hot tub lids
• “Let’s use it twice” – paddling pool
• “Let’s keep it short” – shorter shower
23Communications activities Level 3
Social media
•Support the WaterUK campaign
•Promote our water latest page/use relevant campaign messaging we will put money behind the campaigns
Website
•Daily update of the Water latest page
•Blogs to be issued
Customer email
•Customer email targeted to amber status
Community stakeholder
•Stronger message asking to share content – link to campaign hub
•Update in August specifically about summer holidays (link to research) – provide campaign hub details
•Ask local resilience forums for support and ensure aware we have moved to amber status
Internal comms
•Dedicated Gurgle page launched to keep updated review daily
•Weekly update in Friday message
Press release
•Weather related updated. Use Waterwise/RHS/Turf Growers as third party voices
•Share news of demand levels – “supply more than 100 million litres a day”
•Radio advertising begins and other advertising opportunities
Non-household stakeholder
•Inform moving to amber and ask to share our messaging
•Messages out via Catchment teams to farming community
•Developer services teams to email developers
Regulators and key stakeholders
•Inform moving to amber - continue to update via usual channels and monthly report
24Red status - summary Level 4
• Operational assessment is that due to weather forecast, outage and customer demand levels
there is a high risk of a demand led event. We need people to act now and our communications
activities will be at the most frequent and stronger messaging. We would be making a decision
on whether to proceed with TUBs weather forecast dependent.
Red (hot/dry – demand above 625Ml/d) - We will remove the “Let’s” to focus on urgent action and font changes to remove
brushstroke font:
• “Act now” – graph/map/animation/video update from Manager (daily)
• “Wait to wash” – car wash
• “Sprinklers off” – lawns
• “Keep it short” – short shower
• “Save it today” – paddling pool/hot tub lids
• “Fill a jug” – hydration
25Communications activities Level 4
Social media
• Support the WaterUK campaign
• Promote our water latest page/use relevant campaign messaging we will put increased money behind the campaigns
Website
• Daily update of the Water latest page
• Blogs to be issued
Customer email
• Customer email targeted to red status & text messages
Community stakeholder
• Urgent message asking to share content – link to campaign hub – phone calls to relevant key stakeholders
• Update in August specifically about summer holidays (link to research) – provide campaign hub details
• Ask local resilience forums for support and ensure aware we have moved to red status
Internal comms
• Dedicated Gurgle page launched to keep updated review daily
• Daily updates
Press release
• Weather related updated. Use Waterwise/RHS/Turf Growers as third party voices
• Share news of demand levels – encourage BBC South East/Meridian to run pieces
• Radio advertising continues and other advertising opportunities
Non-household stakeholder
• Inform moving to red and ask to share our messaging
• Calls to high users known e.g. fleet washing etc
• Messages out via Catchment teams to farming community
• Developer services teams to call developers
Regulators and key stakeholders
• Inform moving to red - daily updates to be issued
26Black status - summary Level 5
• Operational assessment is that treated water storage levels are so low risk of event. Some
customers will be without water. Communications focus will be to continue with wider red level
messaging to reduce use around the region to minimise scale of impact. Localised
communications required for customers who have no water. Expected TUBs would be required
and in place so specific message about this would be issued to area impacted – while
maintaining wider campaign across the region.
Black (hot/dry – demand above 650Ml/d) - We will continue with urgent action messages. Explaining that some people are
without water and we need everyone to use less to help us refill storage overnight. If you have water, only use for essential
uses. We will be sharing information about any temporary use ban, what this means and who exempt.
• “Act now” – graph/map/animation/video update from Manager (daily)
• “Wait to wash” – car wash
• “Sprinklers off” – lawns
• “Keep it short” – short shower
• “Save it today” – paddling pool/hot tub lids
• “Fill a jug” – hydration
27Communications activities Level 5
Social media
• Support the WaterUK campaign
• Promote our water latest page/use relevant campaign messaging we will put increased money behind the campaigns
Website
• Daily update of the Water latest page. Q&A page about TUBs
• Blogs to be issued
Customer email
• Customer email & text messages continue in red status areas – and black status in area impacted to receive dedicated messages
Community stakeholder
• Urgent message continues to share content – link to campaign hub – phone calls to relevant key stakeholders
• Update specifically in TUB area – provide campaign hub details. Phone calls to appropriate stakeholders.
• Ask local resilience forums for support and ensure aware we have moved to black status
Internal comms
• Dedicated Gurgle page launched to keep updated review daily
• Daily updates
Press release
• Weather related updated. Use Waterwise/RHS/Turf Growers as third party voices
• Share news of demand levels – encourage BBC South East/Meridian to run pieces
• Radio advertising continues and other advertising opportunities
Non-household stakeholder
• Inform moving to black in relevant area and ask to share our messaging
• Calls to high users known e.g. fleet washing etc
• Messages out via Catchment teams to farming community continue
• Developer services teams to call developers continue
Regulators and key stakeholders
• Inform moving to black in which areas - daily updates to be issued
28Using TUBs and preparing for the unexpected 29
Considerations
• An important part of our approach is regular and timely communication and discussion with
customers and stakeholders
• Messaging has already started and we will look to strengthen and target throughout summer
period in line with demand conditions
• We have factored in a step to proactively request voluntary restraint on the use of hosepipe
use first – the next step will be TUBS
• Current TUB legislation has some flexibility, but is not really designed to be very agile and
support sudden incident-led demand reduction.
• Realistically it takes up to 7 days to implement, and up to 7 days to remove i.e. 2 weeks
• Each time there is a change / alteration to restrictions and/or exemptions these must be advertised - this
take up to 7 days to process each time
• Challenge is striking the right balance i.e. we could apply restrictions for a fixed period of many weeks
which is simple to understand but has the greatest impact on customers; or we can consider a more agile
approach that reduces periods of restriction - so minimises disruption for customers - but is more complex
to administer and communications will need to be tailored to ensure customers understand and adhere to
the restrictions
30If we introduce temporary use ban
• Proposing a one week consultation period to implement TUBS
• We’ll use the key local newspaper to publish our notice. We intend to book advertising space for
throughout the summer so we can be ready to publish if we need to
• This would be manageable as we can see weather forecast a week ahead relatively reliably to understand
expected demand
• Exemptions
• Customers registered on certain categories of our PSR.
• We will offer an exemption for some activities where this is done as a service to customers in the course
of a business
31Proposed notice Draft example based on
current thinking
South East Water gives notice that, pursuant to sections 76 and 76A-C of the Water Industry Act
1991, it prohibits from the beginning of [DATE], throughout its Kent area of supply (Our Water
Resources Zone 6, 7 and 8 – see map), the following uses of potable water supplied by it (that is
water treated to drinkable standards):
(a) Watering a garden using a hosepipe
(b) Cleaning a private motor-vehicle (or a trailer for such a vehicle) using a hosepipe
(c) Watering plants on domestic or other non-commercial premises using a hosepipe
(d) Cleaning a private leisure boat using a hosepipe
(e) Filling or maintaining a domestic swimming or paddling pool
(f) Drawing water, using a hosepipe, for domestic recreational use
(g) Filling or maintaining a domestic pond (manmade or natural) using a hosepipe
(h) Filling or maintaining an ornamental fountain (including a cascade or any other display of moving water, and includes
filling by permanent plumbing)
(i) Cleaning walls, or windows, of domestic premises using a hosepipe
(j) Cleaning paths or patios using a hosepipe
(k) Cleaning other artificial outdoor surfaces using a hosepipe
32Exemptions Draft example based on
current thinking
The following will be exempted from the restriction:
i) using a hosepipe in a garden or for cleaning walls or windows of domestic premises, paths or patios, a private leisure
boat or an artificial outdoor surface, where such use is necessary for health and safety reasons or where this is done
as a service to customers in the course of a business;
ii) watering a garden attached to a domestic dwelling or watering plants on domestic premises using a hosepipe, by
people with severe mobility problems and who are registered to a relevant classifications included under South East
Water’s Priority Service Register (PSR);
iii) using a hosepipe to clean a private motor vehicle, private leisure boat or walls and windows of domestic premises,
where this is done as a service to customers in the course of a business;
iv) using a hosepipe to water an area of grass or outdoor artificial surfaces used for sport or recreation when
undertaken outside of daily peak hours that occur 8am to 10am and 5pm to 9pm
v) drip or trickle irrigation watering systems, 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;
vi) maintaining a domestic swimming pool with a water conservation recycling system;
vii) watering of new lawns for first 28 days after being laid and when undertaken outside of daily peak hours that occur
8am to 10am and 5pm to 9pm.
33Definitions Draft example based on
current thinking
For the meaning of certain terms used in this notice and specific exceptions from the prohibitions, see
the Water Use (Temporary Bans) Order 2010. Amongst other things, that Order defines:
(a) using a hosepipe to include both drawing water supplied by South East Water at the time of the prohibition through a
hosepipe from a container and also filling or partly filling a container with such water by means of a hosepipe;
(b) garden to include a park, gardens open to the public, a lawn, a grass verge, an area of grass used for sport or
recreation, an allotment garden as defined in section 22(1) of the Allotments Act 1922, any area of allotment used for non-
commercial purposes and any other green space; and
(c) health and safety to include removing or minimising any risk to human or animal health or safety and preventing or
controlling the spread of causative agents or disease.
The topping up of an established domestic pond is also permitted if the welfare of fish in the pond is at risk.
For the purposes of the prohibitions relating to the use of a hosepipe, the prohibitions apply whether or not any device such
as a sprinkler is attached to the hosepipe.
34Conclusion
• We experienced unprecedented demand last year. This year we are experiencing similar
levels of water use, therefore if hot weather we are likely to see high use again over the
summer. Uncertainty due to Covid-19 impact and level of Covid-19 restrictions,
• This presentation has outlined our current thinking. It is the basis of the process we’ve put
in place for summer 2021. We are using the triggers to make decisions and monitor
weekly.
• We’ve been enacting our summer demand plans for some time now and ramping up
customer messaging already, therefore it’s prudent to plan for this now so we are ready to
react if we need to.
• This means worse case we are prepared to bring online TUBs as early as the start of the
school holidays – week ending 23 July.
• There is ongoing uncertainty with government restrictions and travelling abroad – and this
could change over the coming weeks/months which is why we believe we need to be able
to react in an agile way.
35Discussion? 36
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