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News from South West Water
Issue 32, Summer 2020
Thank you
for helping us to keep
services continuing
despite the pandemic
Page 2
A New Deal Save 5 litres All the right words
What it means Play your part, Win a £100 shopping
for you be water smart voucher
Page 4-5 Page 6 Page 7
Waterlevel issue 32
Waterlevel issue 32
Susan A big year for
Davy Pennon Group
Chief Executive
Welcomes you to the Summer
Reducing
It’s been a big year for South West
2020 edition of Waterlevel. Water’s parent company, Pennon Group.
In July, the FTSE 100-listed Group, which is based in Exeter, completed
pollutions
Welcome to the first edition of Waterlevel for our new 2020-25 business
the sale of Viridor – one of the UK’s biggest recycling companies – and
plan. As well as updates on our plans and progress, plus tips to help you
announced it would be focused solely on excellence in water and wastewater
save water and money, this issue summarises our New Deal plan, which
going forward.
includes a unique scheme called WaterShare+.
To coincide with the changes, Pennon’s Chairman and CEO Sir John Parker
As part of WaterShare+, we’ll soon be sharing £20 million of cost
and Chris Loughlin decided they would stand down, with Gill Rider and Susan
savings achieved during our regulated 2015-20 plan. One million eligible
Spot it,
Davy (previously Chief Financial Officer) taking their places.
customers will be contacted with details about the rebate.
As well as sharing financial benefits if we beat tough targets, the scheme
The changes meant Pennon became the second ever FTSE 100 company to Our 2020-25 business plan set out our ambitious
have a Chairwoman and a female Chief Executive simultaneously, with Susan
enables you to have more control in what we do and how we do it. targets for reducing pollution incidents.
report it
as the seventh FTSE 100 female Chief Executive.
That’s not something you hear other utilities doing very often, if ever. While we have significantly improved our performance in some key areas,
In other news for Pennon, the Group once again secured the Fair Tax Mark –
We’re proud to have pioneered this approach in the water industry. the independent certification which recognises those organisations which pay particularly in reducing the most serious pollutions, we know we have more to
It’s the right and responsible thing to do. the right amount of tax, in the right way. do to tackle minor, less serious pollutions.
One of the key areas that we want to improve is around pollution incidents that If you spot anything you think could be pollution,
happen on the network of sewers that move wastewater from customers’ please call our 24-hour services helpline on
homes to our treatment works. As our network is spread over a large and often 0344 346 2020 or report it on our
rural area, it can be a challenge to identify and respond quickly enough to website southwestwater.co.uk/pollution
Keeping
potential pollution.
To help us improve, we’ve established a dedicated task force to focus on
pollutions and employed more operators to carry out sewer cleansing and
Major sewer upgrade
pumping station inspections and maintenance. When pollutions happen, as
going
well as responding quickly to minimise any impact on the environment, we are
looking very carefully at what caused them and what we can do to prevent
them happening again.
for Carbis Bay
during
You can play your part by helping to prevent sewer blockages, which cause
about a fifth of all minor, less serious pollution incidents. Only flush the 3Ps –
pee, paper and poo – down the loo and dispose of cooking fat, oil, grease and Earlier this year we completed a major
food waste in the bin not the sink.
scheme to upgrade sections of sewer in
Isles of Scilly Covid-19 You can read the plan at southwestwater.co.uk/newdeal
Carbis Bay, Cornwall, to improve the service
to residents and businesses.
The Coronavirus crisis has
New research programme The project involved upgrading sections of sewer along St Ives Road
and Longstone Hill by relining the existing pipe with four layers of
tested and affected us all. We have teamed up with the University of Exeter to recycled, environmentally friendly felt impregnated with resin.
On 1 April 2020, South West Water became launch a new collaborative research programme. Preparatory work carried out in late 2019 provided more detailed
We’ve managed to keep our essential services going due to the fantastic surveys of the sewers than had previously been available, and
the appointed water and wastewater efforts of our frontline key workers, some of whom are pictured on the
front cover, as well as those who have adjusted to home working. A big
Designed to solve some of the most pressing global challenges of
our time, the Centre for Resilience in Environment, Water and Waste
determined that some sections that were originally planned to be
upgraded were not in a condition that required renewal or relining.
company for the Isles of Scilly. shout out to you too, for respecting social distancing and recognising (CREWW) will research and develop solutions to some of the biggest
environmental and operational challenges in the water sector. Using this new knowledge –
the value of what we do as we’ve gone about our work. It’s greatly
This means that South West Water now has responsibility for the islands’ and following feedback from
appreciated. There are five areas of research: clean drinking water; the safe treatment
existing water and wastewater infrastructure, formerly owned by the Council residents – we focused on relining
of the Isles of Scilly, the Duchy of Cornwall and the Tresco Estate. We know it’s been, and remains, a particularly tough time for many of and disposal of wastewater; predicting and preventing pollution; water only the most essential sections
our customers. We reached out with support and more than 20,000 of supply resilience; and protecting the water supply network. of sewer. This reduced the period
We are also responsible for sending bills, reading meters and customer you registered for extra help and informed us of your circumstances. If of disruption for residents and
services on the islands. We look forward to working closely with the island We will be looking at how we can tackle the challenges of population
you’re struggling to pay a bill, please do let us know. Support is available growth, climate change and other issues such as emerging pollutants. businesses, requiring shorter road
community as we invest to ensure resilience in the services we provide. and we’re happy to help in any way we can. closures than originally planned and
This is the first time island residents will have received a copy CREWW will see geographers, biologists, psychologists, engineers and enabled us to complete the scheme
To register for assistance, please visit: economists, in addition to behavioural scientists, robotics experts, three weeks ahead of schedule.
of Waterlevel – welcome, and we hope you enjoy it! southwestwater.co.uk/coronavirus mathematicians and other academics, brought together with our own
experts to work together to find new ways of solving these challenges.
2 3
Waterlevel issue 32
We also • Address water poverty
by making bills more
affordable for all
• Provide outstanding
customer service
pledge to:
• Deliver our promises,
• Deliver environmental supporting the regional
leadership economy and our communities
A New Deal A key feature of our New Deal is
Our unique scheme, which shares our success with you and gives you a greater say in
our business, has two main parts:
1. Sharing our success 2. A greater say How we will do it
Our Business Plan for One million South West Water and • W
aterShare+ panel meetings in public every It’s not just about what we’re doing, but also
Highlights include:
Bournemouth Water customers will each three months how we’re doing it.
receive a £20 rebate from a pot of £20 million
2020-25 and what it of cost savings achieved by South West Water - Independent Chair and panel • We will operate in your best interests
in our last business plan, from 2015-2020. Our - Hear about plans and progress • W
e will ensure strong financial control, sound
efficiency means you benefit.
means for you
• A unique scheme which • W
orking together to administration, good governance and take a
- Ask the panel and SWW directors questions
shares our success with you reduce how much water we Each eligible customer will receive a £20 rebate, responsible approach to corporation tax
and gives you more of a say use in our homes – saving and you will be able to choose how to receive it • C
ustomer Annual General Meeting • W
e will maintain transparent and clear
either as: (from 2021)
in our business money in the short term policies for dividends and executive pay
Over the next five years, customers and helping secure water • A credit on your bill*, or which are grounded in the delivery of our
• E
xtending our services commitments to you.
can look forward to lower bills, further to the Isles of Scilly
supplies in the future • Shares in our parent company, Exeter-based “The New Deal is about doing
References to the customer share offer (the “Offer”) in Pennon
the right thing. It ensures that
investment and more of a say in • Extra steps to ensure our
• E
xpansion of flagship
catchment management
Pennon Group Plc.
customers remain at the heart of
Group Plc (“Pennon”) on this page are an advertisement
and not a prospectus for the purposes of the EU Prospectus
The shares choice will require an online
how South West Water is run under services are affordable and
accessible for all
schemes to improve raw application and will be held in a Nominee
our service and success, building Regulation. The references to the Offer, which have been
prepared by and are the sole responsibility of Pennon,
trust through transparency.”
our innovative new business plan for • New smarter ways of
water quality and natural
water storage, and provide
Service on behalf of the participating
customers. The nominee service will be Susan Davy, South West Water
have been approved solely for the purposes of section 21
of the FSMA by Barclays Bank PLC (“Barclays”). Barclays,
2020-25. working, using new protection from flooding administered by Link Market Services Trustees
Limited, part of Link Group and Regulated by
and Bournemouth Water
whose registered address is at 1 Churchill Place, London E14
5HP, is authorised by the Prudential Regulation Authority
technologies to deliver and drought and regulated by the Financial Conduct Authority and the
Our five-year ‘New Deal’ sees the more for less
• R educing the time water
the Financial Conduct Authority. Further details
will be provided when we write to you.
Prudential Regulation Authority. Barclays is acting exclusively
for Pennon and for no-one else in relation to or in connection
average water and sewerage bill • The biggest environmental supplies are interrupted The value of shares can go down as well as Why are we doing this? with the Offer and will not be responsible to anyone other than
Pennon for the protections offered to clients of Barclays and
improvement programme for to your homes is not providing, and will not provide, advice in relation to the
falling by 11% in real terms, with the 15 years
up and you may not get back the original
investment.
We have done this because you, our customers, Offer or any related matter.
• Reducing the number of told us that you want more of a say in the
average bill in 2025 being lower than • Reducing the amount of discolouration, taste and Eligible customers will receive an email or business and that investors shouldn’t be the
Customers should not elect to acquire Pennon shares in
the Offer except on the basis of the information contained
it was in 2010. water lost through leaks smell contacts letter with details about the rebate and how
to register your choice during September.
only ones who benefit when the business
performs well. We pioneered WaterShare,
in the prospectus in its final form to be published by
Pennon in due course. Copies of the prospectus will,
and bursts by at least 15%, an earlier success-sharing scheme, in 2014. following publication, be available on Pennon’s website.
• Investing in bathing water
Shaped by our biggest ever having already cut leaks by
quality improvements
This rebate does not apply to new customers in WaterShare+ is a new, improved version. This advertisement does not constitute an offer or
50% and having always met the Isles of Scilly because the cost saving was recommendation concerning the Pennon shares.
consultation with customers, the plan our targets • Reducing sewer flooding achieved in 2015-20, before the Isles of Scilly We believe it’s only right that, if we outperform
The Nominee Service is provided by Link Group which is
our regulated business plan, you should share in
was fast-tracked for approval by events that affect homes became part of South West Water’s service
area. However, scheme benefits could apply in any financial benefits.
a trading name of Link Market Services Trustees Limited
which is authorised and regulated by the Financial Conduct
and businesses
Ofwat, the water industry Regulator. If the future if we outperform our current 2020-25
business plan.
WaterShare+ reflects a new kind of water
Authority. Registered office: The Registry, 34 Beckenham
Road, Beckenham, Kent BR3 4TU. Registered in England and
we outperform, our customers benefit. Visit: southwestwater.co.uk/newdeal * Some customers who pay by direct debit will have the
company, closer to the customers and
communities we serve.
Wales No. 2729260.
For further information, including the legal and regulatory
option to have £20 refunded to their bank account. status of this company, visit
www.linkassetservices.com/legal-and-regulatory-status
4 southwestwater.co.uk/watershareplus 5
Waterlevel issue 32
Sign up for
Could you save MyAccount
All the
right words
5 litres?
With MyAccount you can:
• View your bills and pay them
securely
• Sign up for paperless billing
• Keep your account details
up to date
• Manage your payment plans Complete the W S T I F E N E B H A T S T H E E
• Send a meter reading or apply
for a water meter wordsearch to win! N
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Sign up at N G N I H T A B V Q T I V A S T F
southwestwater.co.uk/myaccount
First prize is a £100 High Street shopping voucher,
I T V A K E A I U I T E G N R S A
with two runner-up prizes of a £50 voucher each.
V R E D A S R A N U Y N B E E A S
Congratulations to the winners How to enter O E S A Y O L U L O I I A I D T N
Take the of the wordsearch in issue 31 of
Waterlevel.
Entry to the competition is
managed by South West Water.
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Come rain or shine,
There is no entry fee.
hassle out Top prize went to Mrs Gwen
Cleverdon of Crediton, and the South West Water will notify the M O E Y O P S A I E L B R U I U L
saving tap water makes sense. Extra protection of paying
runners-up were Dr RH Bruce of
Ivybridge and Stephen Oldreive of
Totnes.
winners by email or phone.
We reserve the right to select an
alternative winner in the event
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Small changes in water use, avoiding waste, can Meanwhile, we’re on a mission to achieve a further
for Plymouth’s Paying by Direct Debit is easy
How to enter
Please send your entry to:
that we have reasonable grounds
for believing that a winner has
contravened any of these terms
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make a big difference – it’s a win-win for our
customers and the environment. Being water smart
15% minimum reduction in leakage by 2025. This is
a challenging target and we’ll be investing over £50
water supply because you don’t have to remember
to pay your bill – and you can choose
Waterlevel Wordsearch, South West
Water, Peninsula House, Rydon
Lane, Exeter, EX2 7HR.
and conditions.
If a winner does not respond to
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telephone or email contact, we will
means you can save money off your water bill, million across South West Water and Bournemouth one of four dates to best suit your
protect the environment and make sure there’s Water to help us achieve it. Recruiting more people,
We are working in Tamerton circumstances. Payment will be
Closing date
All entries received by 31
make reasonable repeat attempts
to contact them. If they cannot be
I Y D P R O T E C T I N G S E A S
enough to go around. investing in technology and working with our Foliot, near Plymouth, to build made directly to us from your bank
December 2020 will be entered
into the free prize draw.
contacted within three weeks of
the draw date, we reserve the right
If every one of our customers saved 5 litres of tap
supply chain partnerships are key to our leakage a new pumping station to or building society account, and you
will be fully protected by the Direct
Selection of winner
One winner and two runners-up
to select at random a replacement
winner.
Find all the words and phrases listed below in the grid
reduction strategy. (except the ones in brackets - ‘Water’ only appears once).
water a day, that would be a saving of nearly 10 protect the water supply Debit Guarantee. will be selected at random from all
correct entries on 4 January 2021
Each winner must give consent
to publication of their name and
The words are all associated with South West Water’s New
million litres. Despite the challenges of the Coronavirus
pandemic, since April we’ve detected and repaired
to Plymouth during How to set up a Direct Debit:
at Peninsula House, Rydon Lane,
Exeter, EX2 7HR, and in accordance
home town in the next edition of
Waterlevel. We reserve the right to
Deal. When you have finished, read the unused letters in
order (left to right, starting on top row). They spell out a
Here are some of our top tips from customers over 2,300 leaks, and the average repair time has dry weather. • Online at with these terms and conditions. select an alternative winner in the
event that consent is declined. question and an answer. Write them in the spaces under
on how they’re going to save 5 litres a day: Prize
been nearly 60% quicker than in the previous year. southwestwater.co.uk/directdebit The first eligible entrant selected General the grid.
The new pumping station, along with the
This is an amazing achievement and recognises • Sign up via MyAccount at random will receive a High By entering the competition you
existing pumping station at Lopwell Dam, Street shopping voucher to the agree to be bound by these terms YOU GET A STAKE IMPROVING;
I collect the water from the shower and all the hard work and efforts our key workers will transfer water from the River Tavy to • Call 0344 346 1010 value of £100. The next two eligible and conditions. Decisions are HAVE YOUR SAY Protecting (the) Environment
tap whilst it is heating up, and use it to and delivery partners have put in under extremely the new Mayflower Water Treatment Works
entrants selected at random will final and no correspondence or
each receive shopping vouchers discussion will be entered into. REDUCING; Biodiversity
water my plants – Charlie Barrett challenging circumstances. at Roborough as needed, making it more to the value of £50.
Personal information collected Pollution Sufficient Resources
In the last two years, we’ve doubled the number of
leak detection staff and significantly increased our
resilient to drought.
Need Terms and conditions
The competition is only open to
residents in the UK aged 18 or over
from entrants will be used by
us solely in connection with
Flooding
(water) Loss
Bathing Quality
This investment will ensure we can continue
help with
I am going to wait until I have a who live in the South West Water the competition and will not be (water) Treatment
number of Customer Leakage Technicians. to provide customers in Plymouth and the disclosed to any third party except
bigger load for my washing machine. region. Drainage
for the purpose of operating the
surrounding area with a clean, safe and
your bill?
I will also be more mindful in the Whilst we’re working around the clock, 365 days All entrants must provide an email Fair Charging (and)
address, postal address and/or a competition and fulfilling prizes
shower, in order to use less water a year, to reduce leakage and fix pipes as quickly reliable supply of drinking water now and daytime telephone number. where applicable. All entries will Affordable Bills
– Linda Hellyer into the future. be securely stored then destroyed
as possible, it’s important to note that leaks do, Employees of Pennon Group Plc
on 30 April 2021 and no personal Safe Clean Reliable Drinking
and will, happen. To minimise disruption and keep If you have difficulties paying companies and their families are Water
Despite the additional pressures of not eligible. data will be kept after that date.
your bill, don’t worry or struggle in
taps flowing for customers, we have recently completing this essential work during the Resilience
Using a water butt for my plants and silence – get in touch. If you’re on
invested about £3 million to help us keep customers Coronavirus outbreak, we are following Community Benefits
using a garden trug underneath my a low income, have lost your job
BO
FR &
in water if there’s a burst or we’re making a repair. Government and NHS advice to make sure Free garden wildlife Regional Investment
OK
plant pots to catch the excess water or have had an emergency then
EESEED
This includes a new fleet of tankers and 18 new safety is paramount throughout the scheme.
to reuse on them – Chloe Mitchell technicians, meaning we can act more rapidly
the last thing we want is for you to book and wildflower seeds
worry about your bill. We will work
S
and plan repairs without needing to affect The new pumping station is due
with you, based on your individual With 57 nature reserves across Devon, membership Hidden message:
supplies to customers. to be completed by February 2021. of Devon Wildlife Trust is your passport to a more
Get involved at circumstances, to make it as easy wild life! Join DWT with Waterlevel and receive a free
For more information see as possible for you to manage your Wildlife Trust garden wildlife book and wildflower
southwestwater.co.uk/save5litres Visit southwestwater.co.uk/tacklingleakage southwestwater.co.uk/coombelane water bill.
seed mix.
If you see a leak that needs urgent repair, please
Go to devonwildlifetrust.org/waterlevel and support
call our free 24-hour helpline on 0800 230 0561 or We have a range of support
Thank you!
Registered charity, us today! Membership offer valid until 31 October 2020.
WaterAid/Tom Greenwood
Handwashing is a first line of defence
report it on our website southwestwater.co.uk/leaks no 213224
against COVID-19. Yet 4 in 10 people available, from flexible payment
around the world live without access to plans to help you spread the cost Name:
basic handwashing facilities. of your water bill to support tariffs
M &
FR
that reduce the amount you pay Get 3 months free Address:
Thank you!
EM S
WaterAid/Tom Greenwood
Handwashing
Handwashing is is
aafirst line
first ofofdefence
linethan defence against COVID-19.
Thank you to all of South West Now, more ever, we need to help
EE
BE EED
against COVID-19.
Yet 4 in 10 people Yet 4 in 10
around people
the world live without access toa if you’re on a low income. We also membership and a pack
RS S
ensure that everyone, everywhere has
Water’s staff, customers and
around the world live without access to
HI
basic handwashing offer home visits from one of our
fightingfacilities.
chance of staying safe and heathy. of wildflower seeds
P
basic handwashing facilities.
partners who have helped Now, more than ever, we need to help ensure that everyone, WaterCare advisors who can talk Postcode:
Thank you to allchange
of Southlives Now, more than
West with Theever,
power to help
we need save lives is in our hands
to help you through the support we provide
WaterAid ensure that everyone,
everywhere has a everywhere
fighting chance
and together, we can has a
of staying
make safe
it and healthy.
happen.
Nature has provided joy and comfort in the difficult months
Tel:
Water’s staff, customers and and can help you with completing of lockdown. Become a Cornwall Wildlife Trust member today
clean water and good hygiene. fighting chance of staying safe and heathy. to help protect and enhance Cornwall’s wildlife and wild places.
partners who have helped Find
The power to helpout more
save is inwww.wateraid.org
lives at our hands and together, we application forms, if you need it. Email:
The power to help save lives is in our hands
WaterAid change lives with can make it happen.
and together, we can make it happen. Go to www.cornwallwildlifetrust.org/waterlevel and complete
clean water and good hygiene. Find out more about how we can Send to: Waterlevel Wordsearch, South West Water,
the direct debit instruction – no payment will be taken for 3 months.
Find
Find out
out more www.wateraid.org
moreatatwww.wateraid.org help at southwestwater.co.uk/bills Registered charity,
Offer valid until 31 October 2020. Peninsula House, Rydon Lane, Exeter, EX2 7HR
no 214929
Closing date for entries: 31 December 2020
6 7
Our Priority Services Where to
find out
At some stage in our lives, we can all benefit
from a bit of extra help. more
We publish various reports and documents on our website
This could be due to a physical or learning available to anyone living in our region, even to help customers find out more about what we do, our
disability, illness, age or communication if you’re not the bill payer. The help available future plans and how we can help them.
requirement, or other reasons. doesn’t have to be for you, if you’re an
account holder or nominated carer you Following feedback from you, publications such as
The help available to people on our Priority can register on behalf of someone else. our Annual Performance Report and Business Plan 2020-25
Services register includes providing bills in have also been condensed into shorter customer summaries,
formats such as Braille or large print, reading Find out more at so that you are able to access important information
bills to customers over the telephone and southwestwater.co.uk/priorityservices about our performance and future plans in a customer
helping with alternative water supplies or call 0344 346 1010 or minicom 0800 169 friendly format.
in emergencies. Our Priority Services are 9965 (Text Relay is also available).
Visit southwestwater.co.uk to find out more.
Community round-up Our customer
promise
We know your water
and wastewater
Working in
partnership
Recent highlights services are vital,
and if something goes
Devon and Cornwall Food Action 187 tonnes of marine waste, wrong, we’ll work
We’re proud to support collected and redistributed more mainly plastics, have been collected
hard to put it right as
than 300 tonnes of surplus from the region’s beaches by
some amazing charity food to vulnerable communities BeachCare volunteers to date. quickly as possible.
partners doing great across the South West. The 630-mile South West Coast
work in our region: 1,320 children participated in a free Path overlooks bathing waters
We want to provide you with
the best possible service. If you
BeachCare with Keep Britain Tidy hour-long RNLI Swim Safe Session and contributes £436 million think we’ve fallen short of this,
at Marazion or Bude, learning to the visitor economy. please let us know so we can sort
Cornwall Wildlife Trust how to stay safe in open water. Over 2,760 people of all ages it out as quickly as possible.
Devon Wildlife Trust Beach Schools South West enjoyed outdoor events run by
Our customer promise explains
South West Coast Path Association provided outdoor learning Cornwall Wildlife Trust in 2019.
what you can expect from us and
opportunities for more than 3,000 1,934 schoolchildren visited
Surf Life Saving GB what we’ll do to make amends if
schoolchildren in disadvantaged Devon Wildlife Trust’s Wembury
Beach Schools South West we don’t meet the standards.
areas of Plymouth and Torbay. Marine Centre in 2019.
Environment Plymouth Download a copy from our website
at southwestwater.co.uk/promise
Improving Lives Plymouth
or call us on 0344 346 1010.
Planet Earth Games
ReFill
Age UK Cornwall & The Isles of Scilly
Age UK Devon
Correction
Tree pledge
Cornwall Air Ambulance Trust The Autumn 2019 edition of
Waterlevel wrongly stated that
Devon Air Ambulance Trust 174 million tonnes of marine
Devon and Cornwall Food Action waste had been collected by
BeachCare volunteers. This
RNLI
Mayflower 400
Working with a range of partners, we have promised should have said 174 tonnes.
South West Lakes Trust
to plant at least 100,000 trees over the next 10 years.
Trees bring both environmental and wellbeing benefits. They help combat
climate change, prevent flooding and add to the natural beauty of our region. Follow us on
Earlier this year, we completed some planting on land around our reservoirs at Roadford,
Burrator and Park Lake in partnership with South West Lakes Trust and Westcountry
social media
Rivers Trust, and with the help of volunteers from a wide range of organisations. To find out about supply interruptions,
water-saving tips and other news
In total, we have supported the planting of 43,800 trees in this first year of delivery
facebook.com/SouthWestWater
against the 100,000 target. We hope to significantly increase this figure over the next
10 years as we identify more potential partners. @SouthWestWater
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