Source May 2013 by Octagon D&M Ltd

may 2013 | thameswater.co.uk

Boatman explains why

THAMES TIDEWAY TUNNEL is now essential

Can I see your ID please Mr Baggs?

contents

6 9 10 17 21 22

River is a health risk – why we need the ‘supersewer’ Exclusive picture of Nicole

Talking

Adrian Jack started on the project in 2008

Mogden upgrade

Data protection affects us all – don’t get fined

Paddy Archer retired after 47 years Win family tickets to ‘favourite nature reserve’ Back from Bangladesh

Editor’s column Like the chief executive, I also turned up at Hampton water works uninvited. Prem on the gate was, of course, very suspicious. “I want to interview you for the Source,” I said to him, passing April’s edition through his shutter while showing my badge. “You know, what it’s like to manage the gate at the UK’s biggest water treatment works? What goes on here?” Now, it’s fair to say this threw Prem. The week after a man called Martin Baggs asks for a tour unannounced, he’s wondering what this next test is all about. His guard was up. “Can I see your ID again,” he asked, as he tried to work out who I actually was. “Look, page two, this column, that’s my name. I want to run a feature,” I pleaded. I’d come from Reading. Just to make sure, rules are rules as you will read, Prem then put me on the phone to site manager Russ Beaumont – just to double check – before finally talking. Find out what he had to say on page 5. Stuart stuart.white@thameswater.co.uk 2 | may 2013 www.thameswater.co.uk

Thames Water overcame “bitter” local opposition, including a specially-formed action group, to bring one of its most high profile sewage works up to speed. Adrian Jack, contract manager for the upgrade, said: “It was very clear from the start that Mogden was different to any other project I’d worked on. “Our neighbours were bitterly opposed to the project. We knew that we would have to turn this around as the local authority had powers to stop construction works if they felt we were not acting reasonably.” Adrian said the team wanted to use the project as an opportunity to improve relationships.

This meant carrying out extensive communications, including monthly customer drop in sessions, monthly letters to the 600 nearest residents, quarterly newsletters to 10,000 others, and quarterly meetings with residents’ group leaders and the council. “Meeting the neighbours and telling them face-to-face that we were going to disrupt their lives for three years is a hard task,” added Adrian. “In the end we visited over 40 of our neighbours at home during the works, to discuss and resolve their concerns.” Turn to page 12 for the full story

Have your say on plans for the future BY FRANCIS EGLETON

hames Water customers and employees are being encouraged to give their opinions on the company’s plans for the future. An eight week consultation kicked off on May 1 asking people questions on a range of issues – from water resources to sewer flooding. Mick Clarke, senior programme manager for the price review, said it is vital that as many people as possible take the time out to respond. “Sometimes people think why should I

bother, it won’t change anything, but that’s simply not true,” he added. “We need to demonstrate to Ofwat how we have listened to what people are telling us so every single response really does matter. I’d encourage all Thames Water employees to set aside 15 minutes and fill in the consultation. This is your chance to have a say on the future of our company, don’t let it pass you by.” Copies of the consultation document can be found on the new customer engagement website www.thameswater.co.uk/haveyoursay. Alternatively email AskPR14 or call 47625.

AMP6 alliance to be confirmed Thames Water’s search for the partner organisations that will join its AMP6 alliance is coming to a close, with the names of successful bidders expected to have been confirmed by the end of April. The alliance will share responsibility for a multi-billion pound capital programme during AMP6, which runs from 2015 to 2020,

and potentially beyond. By bringing the alliance on board almost two years before the start of the next AMP (asset management period) Thames Water will be able to co-create its business plan, putting the company in a strong position at the 2014 review of prices.

Most valuable card in your wallet Because there are some things money can’t buy BY STUART WHITE

very single person working for Thames Water should now have their own ‘Zero compromise’ card following health and safety stand down week. These cards contain a clear statement direct from chief executive Martin Baggs authorising and empowering everyone to stop work if something looks or feels unsafe. Martin says on the card, issued to more than 13,000 people at the end of April: “Your safety, health and wellbeing are the most important things to me. This card gives you my direct authority to stop any activity that cannot be carried out safely and to assist in putting it right.”

“THIS CARD GIVES YOU MY DIRECT AUTHORITY TO STOP ANY ACTIVITY THAT CANNOT BE CARRIED OUT SAFELY AND TO ASSIST IN PUTTING IT RIGHT” MARTIN BAGGS

“SIGNING THE CARD DEMONSTRATES YOU UNDERSTAND THE MESSAGE AND ARE COMMITTED TO ACHIEVING ZERO COMPROMISE” On the reverse of the card – which all should have signed – it is made clear that nobody working for Thames Water is expected to carry out any task that is “likely to cause injury or harm” to themselves or others. The stand down, held for a week from April 22, involved everyone across the company, including all contractors, taking time away from their usual activities to discuss important health and safety topics. Head of safety, health and wellbeing Karl Simons said: “Signing the card demonstrates you understand the message and are committed to achieving zero compromise. “We all have a responsibility and commitment to do the right thing when it comes to keeping people safe and healthy. The aim of this card is to provide everyone with the confidence to challenge things they don’t feel comfortable with.” Operations director Bob Collington added, in a direct message to his team: “The stand down provides us

The chief executive says don’t walk on by – “if you see something unsafe please stop it”

with a great opportunity to engage with our workforce. Make sure you are working alongside your colleagues and our contractors in a positive way to deliver our vision. “This is your chance to fix items we’ve wanted to sort for a while but haven’t had time. Now is our chance to demonstrate our commitment to health and safety, ‘don’t walk on by – take action now’. “I want everyone to work as a team to make sure sites/depots and vehicles are kept safe.” Visit the www.healthandsafetyhub.co.uk for more information. www.thameswater.co.uk may 2013 | 3

news Splash cards are tops! Water efficiency was making a big splash among the children at an Aylesbury School last month. Classes at Long Crendon used Thames Water Splash Trumps cards to share water saving tips during Water Week. Theresa Chambers, parent member of the school’s Eco Working Group, said: “The Splash Trumps cards went down unbelievably well with our eco-club students. What a fabulous way to get children interested and up to speed.” The cards are a play on the popular Top Trumps card game, where players trade cards based on scores for water efficiency. Waterwisely characters are each judged on how much water they save for certain behaviours, like turning off the tap while brushing their teeth, taking shorter showers, fixing leaking taps and fully loading the washing machine before use.

Beckton’s last Meider scraper was removed at the end of March

Old Beckton

scrapers scrapped This is the last surviving rusty old Meider scraper being removed from Beckton sewage treatment works. Project manager Phil Muir, of Thames Water contractor GBMJV, described it as a “momentous day” for the east London site’s odour control project. This was the last of 16 steel scrapers, each weighing 15 tonnes, to have survived with various modifications since 1953 at Britain’s biggest sewage works.

Staff awards shortlisting Shortlisting for this year’s Employee Recognition Awards started at the end of last month. The panel of judges from across the business were set to decide who will go forward to the final round of voting – due to be carried out by the Executive team later this month. The standard of entries, which are now closed, has been hailed the “best ever” by awards chief Rory Broughal. This year’s ceremony will take place on July 4 at Shehnai in Reading. 4 | may 2013 www.thameswater.co.uk

They are now all being replaced with low profile Zickert scrapers, which will be covered to capture odour. Phil said: “It is a massive change from old to new – the end of an era. The new scrapers are more reliable and their low profile design means there is considerably less air to treat by the new odour control plants. It’s not quite ‘Busy Lizzie’, but momentous all the same.” Scrapers remove scum from the

surface and sludge from the bottom of primary settlement tanks. Alison Williams, wastewater operations manager for north east London, added: “This project will make a significant improvement to the area, benefiting our neighbours and customers by reducing odour by 50 per cent, as well as improving the robustness of the primary treatment process. The project is going very well and is currently ahead of schedule.”

‘Important landmark’ Hotel chain is Thames Water’s first business customer in SCOTLAND BY SIMON EVANS

hames Water Commercial Services Ltd (TWCSL) has landed its first business customer in Scotland following its entry to the competitive water retail market in September last year. Jurys Inn, the Irish hotel chain, has chosen TWCSL as the water retailer for its three Scottish hotels, in Aberdeen, Edinburgh and Glasgow. Piers Clark,

director of Thames Water Commercial Services, said: “Winning our first business customer north of the border is an important landmark for us as we look to cement our position in the burgeoning water retail market. “We aim to be the natural choice for business clients. We are celebrating our 400th

“We offer expert insight that can help businesses cut costs and hit sustainability targets” anniversary this year, and with those years of experience delivering water and wastewater services in our home region of London and the Thames Valley, we offer expert insight that

Jurys Inn Glasgow

can help businesses cut costs, hit sustainability targets and, with one bill from one supplier, simplify administrative chores.” While water will still arrive through the same pipes, TWCSL will take over the retail activities including billing and account management. TWCSL struck the Jurys Inn deal with the assistance of Clifford Talbot Partnership acting as its agent.

Hampton water treatment works

Prem Singh is proud to man the Hampton gates

CAN I SEE YOUR ID please Mr Baggs? Rules are rules when it comes to entering Britain’s biggest water treatment works BY STUART WHITE

o exceptions. Prem Singh needs to see your badge if you want to get into Hampton water treatment works – even if you are the Thames Water chief executive. Martin Baggs turned up unannounced last month and was, as he said, “quite rightly” put through the security guard’s well-rehearsed run of questioning. “It was quite a surprise when a man poked his head around the corner and said Mr Martin Baggs,” said Prem, who has manned the iron gates for 13 years. “I asked for his ID and he showed me. He was very polite and courteous, and shook my hand. “He wanted a half-hour tour. There was no one available so I made a few calls and sorted it out. He enjoyed his stay. He was here two-and-a-bit hours in the end.” Prem would know. The 52-year-old father of two boys, who lives in Camberley, is responsible for letting every single person and vehicle in and out of the company’s famous water works, which serves a third of London.

time wasting. I dread it when he goes off.” Prem is totally committed, working 12-hour shifts from 6am to 6pm, Monday to Friday, from his office on the high security gate. “It’s my second home,” he laughs, while letting a local delivery driver in. “My wife says I spend more time here than with her, and she’s probably right. “It’s nice. I’ve got a microwave, radio, kettle, toilet, everything I need. I have the window open. I meet a lot of nice people. I get to know all the people. They call it mission control.” And it’s not just the chief executive who rocks up at Prem’s gates without an invitation. He says he regularly has to put the blocks on chancers trying to gain access. “You get people turning up all the time – I turn three or four away every week. They see big rolls of cable behind the fence and say they are here to pick them up. There’s always something happening. Every day is different. It’s exciting, and if you do your job If your name’s not effectively the boss down, you ain’t gettin’ in leaves you alone.”

“I know exactly what is going on and who is on-site,” he said. “It’s a very, very busy site with all the contractors. They are all signed in. I need to know who you are and what you are doing. Everything is confirmed. Everything is completely secure.” Site manager Russ Beaumont speaks on behalf of everybody working at Hampton when he says “we are fortunate to have him”.

“I NEED TO KNOW WHO YOU ARE AND WHAT YOU ARE DOING. EVERYTHING IS CONFIRMED. EVERYTHING IS COMPLETELY SECURE” “Prem is an integral part of what we do here,” Russ added. “It is 100mph all the time, a phenomenal amount of traffic through the gates, and I have complete confidence in him. He has such a professional approach and manner. “He provides a fantastic service and knows exactly who to call to get things done, which saves a lot of

www.thameswater.co.uk may 2013 | 5

THAMES TIDEWAY TUNNEL is essential, says Putney Bridge boatman with the old river in his heart. He spoke to Stuart White

has Newens can remember when London’s Thames was so polluted with factory chemicals it was almost bleach white. The 71-year-old boatman said in the old days it was full of debris and “hardly anything” could survive in it. Today’s Thames is home to a great variety of fish and wildlife, but the Putney Bridge-based businessman fears it is on the verge of decline because of the 39 million tonnes of raw sewage – on average – sent directly into the capital’s water from its Victorian sewers every year. “That is why I am 100% for the Thames Tideway Tunnel,” he said, claiming it is not just nature suffering. The tidal Thames regularly covers the Putney Embankment – one of the proposed main construction sites – and reaches his marine business walls. When the tide goes back in, effluent is left up its sides and across the public road.

RIVER A HEAL RISK

“THANK GOODNESS BAZALGETTE BUILT THE SEWERS AS WELL AS HE DID BECAUSE WE WOULD BE IN A TERRIBLE STATE OTHERWISE” “It smells and is unpleasant,” said Chas, who has spent his whole life next to or on the river. “It really is a health risk. Dogs roll in it, and worse still children pick-up sticks to throw in the river. “When all the effluent is out there we still have to work. The rowers and sailors don’t have to go out that day, but we do. It gets very bad during a storm. The worst was two years ago – it was unbelievable. There was a mass of foam and effluent and it congealed around our mooring lines. It gets on your hands and is disgusting.” It is an unacceptable problem, getting progressively worse, and the reason £4.2 billion is needed to build the Thames Tideway Tunnel. Thames Water’s major new sewer would broadly follow the route of the river – from Acton to Abbey Mills – and absorb the overflows from the capital’s existing Victorian network. It is designed to protect the Thames from increasing in pollution for at least the next 100 years and enable the UK to meet European environmental standards, as well as boost the economy by creating 9,000 jobs. The existing sewers remain in good condition but are now too small to transfer all London’s sewage to treatment works for processing after rainfall – sometimes as little as two millimetres 6 | may 2013 www.thameswater.co.uk

not big Bazalgette’s Victorian sewers are on Lond ay ern-d enough for mod

IS LTH long term Boatman Chas Newens fears in the ld all go” wou “it g sayin , for the fish and birds el Tunn way Tide es without the Tham

causes an outfall. “Thank goodness Bazalgette built it as well as he did because we would be in a terrible state otherwise,” said Chas, who played a bit-part in Sliding Doors and co-ordinated the boats in Bond blockbuster The World Is Not Enough. “We have new pipes from new properties going into the old Victorian sewer system, which simply cannot cope. Thames Water has to let it go (into the river) when it gets Chas loves watching cormorants hunt

‘Longest and deepest’

The 15-mile tunnel would join the Lee Tunnel, currently under construction, at Abbey Mills

The Planning Inspectorate accepted the Thames Tideway Tunnel’s application for development consent on March 27. A final decision is now expected in late summer/early autumn 2014. If consent is granted, preparatory construction work on the project is scheduled to start in 2015, with main tunnelling due to

beyond a point as otherwise London would be covered in sewage.” It is estimated that the tunnel will add between £70 and £80 on the average domestic wastewater bill, and Chas said that was “a small price to pay” purely for its hygiene benefits. He claimed the majority of people objecting to the proposed development are those with property on its route. “It’s those who say ‘I paid a million pound for my apartment, I don’t want all that inconvenience, disruption, noise and lorries’,” he said. “But the same ones even complain about the Boat Race. Well don’t live here, I say. It’s like me living near Brands Hatch and moaning about engine noise. “I cannot understand why Joe Public will not accept that it has to be built. Yes, we have to pay for it, but it has to be done. Rowers and sailors want to see it improved. It’s going to cause inconvenience for five to six years, and then it is only the good times to look forward to. “If people can’t look that far ahead for the benefit of their children and grandchildren then it is very short-sighted of them. It is needed for everybody. Everybody has to go to the loo.” begin in 2016. The target completion date is 2023. The Thames Tideway Tunnel proposals require a number of construction sites, from Acton in the west to Abbey Mills pumping station in Stratford in the east. There the 15-mile tunnel, the deepest and longest ever constructed in the capital, would join the Lee Tunnel, which is already under construction. www.thameswater.co.uk may 2013 | 7

news

Lee Osborne and Ian Mungham fitting the meter at the Lawlors home in Isleworth

Pictures show ‘fatbergs’ blocking Watford sewers Thames Water has urged Watford residents to ‘Bin it – don’t block it’ after releasing pictures of fat and wet wipes clogging up the town’s sewer system. A six-week survey investigating Watford’s sewers revealed a number of disgusting ‘fatbergs’ – one of the prime causes of sewer flooding. Made up of cooking fat and wet wipes wrongly flushed down the toilet, these solid masses block sewer pipes and cause raw sewage to back up and spill into gardens and homes. Bob Collington, Thames Water’s director of operations, said: “Human waste and loo roll are the only things that should go into the sewers. Fat and wet wipes might go down sinks and toilets easily enough, but once they hit our cold sewer pipes they harden into hideous ‘fatbergs’. “These clog up the pipes causing raw sewage to spill across roads, gardens and in the worst cases, inside homes and businesses. “We spend £1 million every month clearing blockages caused by the wrong things being put into our sewer system. Even if wipes and cleaning products say they’re flushable – they’re not. That’s why we’re calling on Watford to ‘Bin it – don’t block it’.” Thames Water sent remotecontrolled CCTV cameras through the wastewater pipes in two areas of the town, and pictures clearly show ‘fatbergs’ obstructing the flow of sewage. The company’s ‘Bin it – don’t block it’ campaign is designed to educate customers about ‘sewer abuse’, making it clear that only human waste and toilet roll should ever be flushed. Watford has experienced over 1,100 blockages in the last five years, some of which resulted in sewage flooding inside homes and businesses.

8 | may 2013 www.thameswater.co.uk

Money saving expert on meters Thames Water customers filmed for new ITV show BY ALEX BETTERIDGE

he new money saving series presented by penny-pinching guru Martin Lewis is following two families as they try to trim their water bills. The 30 minute episode will be aired on Friday, May 3 on ITV1 at 8pm and is expected to attract around 3.5 million viewers. The Lawlor family from Isleworth had an external

meter and water-saving devices installed, and the Sanigar family, who are already on a meter in Tooting, are trying to save as much water as possible using Thames Water’s efficiency tips and products, which they fitted with co-presenter Saira Khan. The show will monitor both families’ water use for the first week to work out what their new bill might be – and if they benefit. Moneysavingexpert.com founder Martin will also interview four London-based customers to work out if they would be better off on a meter using the company’s water meter calculator. Check out the ITV Player online if you missed Friday’s show.

Bankers see how their cash is spent By NAOMI BRYANT Bankers took a trip to the UK’s largest sewage treatment works to see how capital investment – worth up to £1 billion a year – is spent by Thames Water. The March visit is a regular slot in the Beckton diary and gets City workers out of Savile Row suits and into hi-vi. Lloyds Bank director Nick Walker said: “It was a really worthwhile visit, and helped us understand the sheer scale of the operation and complexity of the major expansion projects being run from Beckton.” The bankers also got to grips with the wastewater process on a bus tour of the works, hiked through the site’s £190m underconstruction-extension, were told how Thames Water is creating renewable energy through

breaking down sludge, and tested their nerves on the banksman’s platform to look down the Lee Tunnel reception shaft.

Clare Webb, BNP Paribas, with Nick Walker, Lloyds, at Beckton

BOREHOLE with media manager Simon Evans

Each month BH drills down on the news and issues affecting Britain’s biggest water firm

Maggie died and so did our story O

n Monday, April 8 the media was abuzz with talk of our plans to one day run Beckton, the country’s biggest sewage works, on green energy generated from waste food fat that would otherwise end up clogging our drains. The day before the Sunday Times ran a glowing feature on the scheme. “Nobody else is doing anything else like this,” a shadow-boxing Piers Clark told the paper. The Press Association news wire leapt on it. Very soon every news desk in the land was spreading the good word about the biggest British water firm in the world’s latest project. First thing next day, chief flusher Rob Smith was live in the studio talking to BBC Radio 4’s influential Today programme about ‘fatbergs’. Hordes of other media called in. They all

Respect to the ‘Iron Lady’

wanted a piece of it. Then news broke of former Prime Minister Margaret Thatcher’s death. Within seconds, BBC London and BBC Radio Five Live cancelled their interviews. “We’re clearing the schedules for Maggie,” said our man at the Beeb. To BH’s relief, however, interest

soon picked up in the days that followed. Al Jazeera TV, BBC World Service, and the Mail on Sunday all returned to our breath-taking story. BH would like to pay his respects to the ‘Iron Lady’, under whose leadership Thames Water Utilities Limited was spoken into existence at privatisation in 1989.

Water supplies completely restored = ‘drought alert’ A year ago we were in a very serious drought. Rivers across our region, including the Pang, pictured, dried up. Today the river is bursting its banks. When the Press Association rung for a comment, we said: “The past year has been England’s rainiest on record, leaving our natural underground water storage basins brim full and set to sustain river flows throughout the year – a very different picture from last April. While water use restrictions this year are highly unlikely, we would ask everyone to continue

using water wisely, because we are never more than 18 months of very dry weather away from a drought.” In other words: “Water. We got loads.” Er, not according to one,

low-budget national tabloid, whose front-page headline was: “Outrage at new drought alert.” BH’s learning point: In future just keep it simple. “Water. We got loads. End of.”

The Pang in February, 2012, and today. Big difference

Twitter – one good, one bad

Happy customer: Well done Thames Water for getting my water back on just time for us all to ge in t ready #jobwelldone #bur stmain Unhappy custom er: Outsourcing at its best. 4 days and counting to clear raw sewage from outside my front door. Get it sorted Thames Water

Mammoth tale World-leading experts are flocking to London after construction workers digging the controversial Thames Tideway Tunnel unearthed teeth, bones and tusks from a woolly mammoth, the Wandsworth Guardian reported. Two things gave this away as a not very funny April Fool’s windup: 1. the date, April 1, and 2. We aren’t digging the tunnel yet.

Thames Water goes north of the border Another story that appeared on April 1 in the Times was on how Thames Water had won its first business customer in Scotland. Despite the dodgy date this one was kosher. From May 1 Jurys Inn’s hotels in Aberdeen, Glasgow and Edinburgh will be receiving their bill from Thames Water Commercial Services. Piers, still shadow-boxing, said: “Just like our product, I’m pumped.”

Photographer #fail

World exclusive: sensational Nicole Kidman snap As a woman who divides her time between homes in Sydney and LA, Hollywood A-lister Nicole Kidman has developed a penchant for shoreline vistas. So it was that during the filming of her latest flick, Before I go to Sleep, the 45-year-old stunner took in the delights of Thames Water’s very own Farmoor reservoir. BH’s man with the long lens was dispatched to Farmoor to capture the moment. No, seriously, she is in that car. The pap has since been sent on a photography course. www.thameswater.co.uk may 2013 | 9

Who’s a big loser? BY ANDY GINGELL The arrival of the Wellpoint health kiosk to Maple Lodge has given its waist-busting league table a shake-up. Events to knock everyone into shape include the pedometer challenge and weekly walks. Other activities included stress and health workshops with GP Dr Kirpal Singh (Harjeet Singh’s dad), stress resilience forums run by the Mitchell Practice and a Wii sports competition. The initiative has been sponsored by capital delivery contractor MGJV, who also supplied fruit boxes and the pedometers. London network team’s Gilly Bates said: “We’ve been running a weight loss competition using an old set of bathroom scales. With the Wellpoint machine we can measure and compete on so much more. “Our league has grown with lots of ‘healthy’ competition and encouragement from everyone.” Jason Aldred, head of London network, added: “We’re really encouraged by the response to the launch. A small team have been working really hard to bring in experts and run health and wellbeing sessions. “It’s amazing what you can achieve with a flyer desk-drop, a good dose of energy from our Wellpoint team and the enthusiasm from so many staff across our site.” The Wellpoint machine will be at Maple Lodge for the next two months.

Road safety Western networks are working with Thames Valley Police to tackle the company-wide issue of road safety. Two back-to-back sessions are set to run on May 10 at Ashford Common. Attendees will watch real life videos and pictures, with commentary from a crash scene investigator. Field operations manager Alex Saunders, who organised the event, said: “The sessions will be hard hitting and will really make those watching sit back and think about their driving style and attitude to speed.” Contact alex.saunders@ thameswater.co.uk to attend or for more information.

10 | may 2013 www.thameswater.co.uk

hames Water has 14 million customers. That is a lot of names and addresses, and bank details, to keep secret. How do we do it?

We all need to consider how we deal with personal information when it comes into our possession and I’m happy to explain anything you are unsure of.

Sony was recently fined £250,000 for breaching the Data Protection Act. What did they do? They compromised the personal information of millions of customers, including their names, addresses, email addresses, dates of birth and account passwords after their system was hacked. Customers’ payment card details were also at risk. This was a very serious case.

And, on a smaller scale, I also heard about a receptionist in another company who had to cough up

£1,150 of her own money? Yes, it just highlights that the general attitude can be so blasé to data protection. Ask yourself: Do you really think before sending information?

So something like this could happen to me? If you do not keep data – electronic and old paper records – that you come into contact with secure, you could end up in hot water.

“ASK YOURSELF: DO YOU REALLY THINK BEFORE SENDING INFORMATION?” What’s the worst that can happen? If we use data wrongly – a huge fine for the company or individual involved.

I saw Rob Smith’s

Rob Gould says think before you send

security

Data protection

AFFECTS

US ALL You could end up paying a fine out of your own pocket if you don’t listen to ROB GOULD. Thames Water’s compliance manager spoke to Naomi Bryant

login details on a post it note pic on the cover of September’s Source – does IS security help data protection? IS security is key to data protection but only if you protect your computer/system

passwords – this stops data getting in the wrong hands. Rob has since changed his password!

Surely unless we work in customer facing teams we won’t be affected? It’s not just about our customer data. It affects information we have about staff too like names, addresses, salaries, occupational health data and so on.

What if I’m still not sure? Just come and speak to us – it may save a lot of hassle and money in the future.

Rob Gould is Thames Water’s data protection officer. It is his responsibility to make sure the company handles data in line with the Data Protection Act. The act sets out UK law about what can be done with a living person’s data/information – it protects a person’s right to privacy. Personal data includes any information which can identify them in any way. Thames Water has a great deal on record, including information on all staff, customers and job applicants.

Cyber attack warning: be more vigilant Thirteen people fell victim to a simulated ‘cyber attack’ on more than 400 Thames Water staff. An email claiming to be from the IT service desk alerted targets to a problem with their password and instructed them to click on a link to change it. It directed them to a cleverly disguised website designed to look like a Thames Water site and used to capture user IDs and passwords. Access to the fake website was blocked within 18 minutes after 13 people had submitted their details, which could have been used to remotely log into the network and steal confidential information. “They put our network and critical data at risk,” IS security consultant Wyn Mosley said. “Luckily for everyone the test was carried out by a third party firm of ethical hackers and no harm was done. It was deliberately issued to test our resilience to a cyber attack.” If it had been real, the damage to Thames Water, both in terms of stolen data and the company’s reputation, could have been considerable.

“EMPLOYEES WILL NEVER BE ASKED TO DISCLOSE THEIR PASSWORD TO ANYONE” He added: “We could have incurred fines from the Information Commissioner due to data protection failings. We could also have been left vulnerable to fraudulent activity and exposed many customers to the risk of identity theft.” The email addresses were harvested from social networking sites such as Facebook and LinkedIn where staff had indicated where they worked. Crucially, the privacy settings were not locked down for these people. Although the phishing email did look convincing, there were a few giveaway clues that it was not legitimate. Some of the details on the mail were inaccurate, such as the helpdesk number. This exercise, referred to as “social engineering”, mirrored what criminal gangs do to steal information from companies. Wyn said: “This type of phishing e-mail usually claims to be from a bank or credit card company as they try to steal your money. These criminals are now targeting commercial institutions such as Thames Water and we need everyone to be more vigilant. “Employees will never be asked to disclose their password to anyone, not even IS. Keep them safe and never share them.” www.thameswater.co.uk may 2013 | 11

Celebrations at MOGDEN as the team unveils its upgraded sewage works, fit to meet stricter new treatment standards

BY SONIA RANA

t has taken this team eight years of “sheer hard work” to finish the monster Mogden extension. The £140m upgrade has boosted the treatment capacity of the UK’s third largest sewage works, in Isleworth, by a massive 50 per cent. This has significantly reduced the need to discharge partially-treated sewage into the River Thames and meets the Environment Agency’s stricter treatment standards, which came into force last month.

“WORKING ON THIS PROJECT HAS BEEN SUCH A UNIQUE EXPERIENCE – IT’S BEEN QUITE STAGGERING TO WITNESS” “Detailed drawings have turned into reality – and it’s been really quite staggering to witness,” said a proud Nick Fawcett, Thames Water’s head of programme delivery. “Working on this project has been such a unique experience. We have carried out major construction just metres away from many residential and commercial properties. “We have kept the community updated throughout, reaching out to more than 10,000 people through various activities. Keeping disruption to an absolute minimum has been a real priority for us.” Mogden, which serves nearly two million west Londoners, is a major part of Thames Water’s £675m programme of upgrades to improve and expand London’s five main sewage works, helping to create a cleaner, healthier River Thames. The revamped site can now treat up to 1,064 million litres of sewage

FACTFILE Part of the London Tideway Improvements programme, which involves upgrading London’s five major sewage works, and building the Lee Tunnel and proposed Thames Tideway Tunnel It will significantly reduce storm overflows into the River Thames after heavy rain, and improve the quality of treated effluent returned to the river Required a dedicated team of up to 350 people Work involved building 20 massive new treatment tanks, and upgrading and covering some of the existing plant Designed to help minimise odour and increase amount of renewable energy used to power works Caters for a population increase up to 2021 12 | may 2013 www.thameswater.co.uk

DRAWING HAVE TUR INTO REAL

GS RNED ALITY Adrian Jack, left, and Nick Fawcett tour the upgraded works

a day – enough to fill 426 Olympic-sized swimming pools. Nick added: “The project really started in 2005 when we started designing the extension. We then had to apply for planning permission in 2008, which required extensive public consultation and took two years to achieve. This allowed construction at our most high-profile site to finally begin in 2010.” The project team are now in the process of handing over the extension to the operations team. This involves optimising the performance of the new treatment plant and carrying out a number of relatively minor activities. After Riverside and Long Reach in east London, Mogden now stands third in line to have met the Environment Agency’s new treatment standards. “And Beckton and Crossness are up next,” added Nick.

HIGHLIGHTS Year 1: Creating foundations • Moved a huge earth embankment to make way for the new sewage treatment equipment • Installed 3,500 foundation piles to support the new structures – up to 20 metres below ground. This totals 70km when joined together – the distance between Mogden and Reading • Discovered fragments of a Second World War bomb deep underground • Changed the design of a major structure, using surplus soil from construction rather than concrete – helping reduce lorry movements and carbon emissions

Year 2: Build and fit-out • Used 42,000 cubic metres of concrete to build the new tanks. • Achieved a silver Considerate Constructor Award • First company site to install new technology for its aeration tanks which uses less air, reducing power consumption • Connected the extension to the incoming live high-level sewer without stopping flows to the existing works, using a purpose-built five tonne steel plate to block part of the 12 foot brick-lined-sewer

Year 3: Switch-on and final reinstatement

Take the tour Mogden will open its doors to the public to show how recent improvements will benefit the community and surrounding environment. The open day on Saturday, June 22 will include a guided tour, a chance to meet the project team, plus fun and games for the family.

• Installed a new power supply capable of running a small town • Gradually switched on each part of the new works. At the same time, we refurbished and covered a number existing tanks to help minimise odour • Reused over 550,000 tonnes of excavated soil on site, avoiding around 750 lorry movements daily • Started landscaping the site’s embankment, which involves planting over 13,000 native trees and shrubs www.thameswater.co.uk may 2013 | 13

community The modellers are based at Reading sewage works

MEET THE:

Tree planting brings

learning to life A BY HEATHER LEWIS-JONES

class of 10-year-olds from nearby Ivy Bridge Primary School marked the final stage of the major upgrade at Mogden sewage works by helping to plant the site’s new embankment. The pupils also enjoyed a tour to learn about the sewage treatment process and heard from the biodiversity team about the importance of protecting natural habitats on site. The youngsters even had a chance to get involved in some hands on activities, like making their own insect boxes and exploring this term’s “Myths and Legends” theme by making dream catchers out of willow collected from Kempton nature reserve.

14 | may 2013 www.thameswater.co.uk

To help mark the occasion, Mayor of the London Borough of Hounslow, Councillor Pritam Grewal, joined the children for lunch and handed out prizes for a Mogdenthemed poster competition. The day was jointly sponsored by Thames Water and capital delivery contractor Black & Veatch, who also donated the trowels used during the planting to the school’s garden club. The Mogden team have also sponsored a recent visit to Kew Bridge Steam Museum, a talk from the Thames Explorer Trust and, still to come, a trip to Kew Gardens.

Waste models are the intelligent tools behind the decisions to upgrade major sewage works and the Lee Tunnel Who we are? The 23 sewage modelling team members have 220 years of Thames Water experience between them. They are made up of network and process modellers, data technicians and field survey technicians and are all managed by Andrew Hagger. They are industry advisors on key wastewater issues and work with leading software houses. Some of Thames Water’s models are the largest and most complex in Europe.

What we do? Developing and maintaining computer models of treatment and network assets is a big part of it, but the work that goes into generating the models is as, if not more, important to the business. In order to create models we not only need to know the physical composition of the various assets, but also to completely understand how they perform in reality. We use this intelligence/ understanding to help the business understand asset performance issues and how to develop and improve them to best meet customer and business needs.

Why is it important?

‘UK water industry first’

Have you ever wondered how the company make decisions to commission major schemes such as the Lee Tunnel and the upgrade of some of the largest sewage treatment works in Europe – including Mogden, Crossness and Beckton? The waste models are the intelligent tools behind these decisions. Many of the sewerage network assets have been modelled to replicate real-life operating conditions – over 95% of our customers are no further than 10 metres from a modelled asset.

We are now starting to use models as real time operational management tools. Software called FloodWorks allows our models to be simulated continuously using the most advanced predictive rainfall from the Met Office, called NowCast. This software, used with our models, can be used to predict flooding, pollution, build investment cases or help during routine maintenance activities. FloodWorks was used during the Olympics (a first for the water industry in the UK) to help the company manage its key assets reliably when the world was watching London.

“Models are key to helping engineers and designers create an optimum solution for customer and business needs” These models replicate the dynamic flow regime that our sewers, pumping stations and sewage treatment works convey or treat, under a range of scenarios such as population increase, high rainfall, seasonal and climatic changes. These models are also key to helping engineers and designers to create an optimum solution for customer and business needs, ultimately to save the company money, maximise investment benefit and help keep customer bills down.

for the ISO 9001 standard. It is an internationally recognised standard for quality management, aimed at helping organisations run more efficiently. It requires the whole team to work consistently and demonstrate we are committed to improving service for our customers. Within the modelling team, it has involved making all of our processes auditable, from meetings and training to model builds and customer feedback. Gaining certification involves a number of audits. We have passed the stage one audit, and we are confident that our system will achieve ISO 9001 accreditation – watch this space.

‘Quality modelling’ Given the important investment decisions made based on our work it was an obvious step to go

New starter: Aimee Laverton Aimee joined the graduate programme in September 2012 and will work full-time in the network modelling team from this month. Since January, she had been partly working with the innovation team, investigating the feasibility of a potential new device to trace fat, oil and grease in the wastewater network. She said: “There is so much experience and knowledge within the modelling team that I can learn and benefit from. I am lucky to have a chance to work in such an interesting part of the business.”

Aimee Laverton in the lab

www.thameswater.co.uk may 2013 | 15

news Leakage target hit for seventh year in a row Thames Water has hit its seventh successive annual leakage-reduction target. The company, which provides water to nine million people across London and the Thames Valley, beat its regulatoragreed goal for 2012/13 by a daily margin of 23 million litres. Leakage and optimisation manager Geoff Paul said: “This is an amazing achievement. It has been an extremely challenging year for us managing leakage, with the Olympic streetworks embargos limiting where we could detect and repair leaks, coupled with the introduction of a brand new work management system across the whole business (WAMI).” The provisional year-end leakage figure of 650 Ml/d has outperformed the regulatory target (673 Ml/d) by 23 Ml/d.

Tunnelworks digs deeper Tunnelworks, the Thames Tideway Tunnel online education resource, launched new educational materials last month. Aimed at teachers and students, the expanded website also now includes resources aimed at students over the age of 16 years. Students and teachers will have access to whiteboard-friendly lessons in A-level chemistry and maths and Levels 2 and 3 BTEC engineering and construction based on the real-life challenges involved in designing and constructing the tunnel. To find out more visit the website www.tunnelworks.co.uk.

WaterAid Lottery The winner of March’s WaterAid Lottery jackpot of £800 is payments agent Tony Barclay. Runners-up in the monthly draw, each receiving £25, were: Helen Burton, Pat Sexton, Theresa Healy, Allan Comins, Julian Tranter, Corrine Clare, J Barry, Brian Rosmus, J Haworth, Chloe Harman, Tracy Sacks, Steve Rock, Glyn Davie, Ian Prodrick, Jason Beasley, M O’Callaghan, Robert Teadale, AG Crouch, Philip Brunsdon, Colin Sims, SM Scott, Andrew Hutchinson, Helen Kenyon and RA Webber. Shares in the lottery cost £1, and you can have as many as you like. Contact Ginika Okoye for more information. 16 | may 2013 www.thameswater.co.uk

Movember’s Pat McSweeney, left, with Mo Bros Mick Tutton, Alan Yorston and Alistair Scothern

£100,000 Wood you believe it! T

hames Water’s Mo Bros were presented with a commemorative ‘chunk of wood’ trophy for their fuzz-tastic fundraising over the past six years. The Mo It Yourself team, led by Mick Tutton, has now combed-in around £100,000

“IT IS A GREAT CAUSE AND WE WILL BE BACK IN FORCE LATER IN THE YEAR, SO GET INVOLVED” for Movember – who raise vital funds and awareness for men’s health, specifically prostate cancer and testicular cancer, by asking men to grow facial hair every November.

Movember’s Pat McSweeney presented the award to Mick, Alan Yorston and Alistair Scothern at Clearwater Court on April 10. Pat said: “It’s to say thanks for all the hard work over the last six years. We really appreciate all the effort people put in, all the fundraising, and the moustaches of course.” Mick added: “The two main aims are to raise money and bring the Thames Water community together. The shaping, styling and grooming efforts are unbelievable. As is the amount people talk about them. It is a great cause and we will be back in force later in the year, so get involved.”

What has your boss told you about… …the new PDR process? Have a go at answering the following questions: Are you in a high volume Job? What are the four new ratings? What has happened to stretch? How is performance going to be rated this year? How does our individual performance link to company performance? What is your next step?

If you have managed to answer all these questions then great, you and your manager have set yourselves up for the start of the year in the best way possible. If you are

“ULTIMATELY OUR PERFORMANCE WILL BE THAMES’ PERFORMANCE” unsure or just don’t know the answers you have a responsibility to yourself and to Thames to find out. Ultimately our performance will be Thames’ performance.

Forty seven

retirement

LICKS

PADDY ARCHER has added almost half a century to his family’s incredible Thames Water innings following retirement BY SHAUN LOWMAN

he year was 1965. The Rolling Stones were number one with Satisfaction and Tom & Jerry had hit American television screens for the very first time. Freshfaced 18 year-old Paddy Archer walked through the gates at Ashford Common for his first day at Thames Water. Following in the footsteps of both his grandfather, who came over from Ireland to dig the Queen Mary Reservoir, and father, who spent 30 years maintaining sites, it was inevitable Paddy would join Thames Water.

“My garden backs onto Ashford Common, so I still pop round for a cup of tea quite often” Fast forward 47 years, and while the Rolling Stones are set to headline Glastonbury, Paddy has decided it’s time to take off his hard hat for good. The change that Paddy has seen at Thames over those years has been vast. The effects of privatisation and stricter health and safety rules appear to be among his least favourite, but the affection with which he regarded his job until retirement remained constant. I needn’t ask what Paddy looks back on with greatest fondness. It’s clear when he talks about the people he worked with each day: “We were a team,” he says warmly. “You knew they’d help and do anything for you.” And as new workmates joined, the

older hands would “keep them on the straight and narrow,” according to Paddy. Having that wealth of experience and support must have been invaluable to new recruits. Gangs of up to 30 men worked on cleaning the filter beds in Paddy’s first job, and while over the years the numbers fell, he points to the camaraderie that helped them deal with any challenges that came their way. That spirit was evident as over 50 former colleagues joined Paddy’s family for the retirement party – a send-off that he admits certainly had the John Smith’s flowing. Not that he was gone for long. “My garden backs onto the common (water treatment works), so I still pop round for a cup of tea quite often!” A member of the British Legion, Paddy spends some of his newfound free time gardening and tending to the cockatiels in his vast aviary, and he is clearly already enjoying the amount of time he can now spend with his family. Tragically, Paddy will be unable to spend his retirement with his wife of 28 years, Valerie, who passed away in January following a respiratory illness. But the couple’s four children have rallied round him. “There’s six grandkids too, who definitely keep our hands full,” he chuckles.

Paddy’s career After starting at Thames Water in September 1965, Paddy has worked in the filter bed maintenance team at two main sites, Ashford Common and Kempton Park, and in the sampling team at Queen Mary Reservoir. He retired on February 28, 2013.

Paddy said his six grandchildren are keeping him busy in retirement. Left, as the poster boy for an old health and safety campaign www.thameswater.co.uk may 2013 | 17

Geoff and Martin after the race

Just deserts for MARATHON STAR HUMPHREY Camel shines as Thames Water runners expect to clockup £15,000 for WaterAid BY STUART WHITE

Humphrey interviewed by Sky News

Stop the meter, we’ve finished By NATALIE SLATER Essential repairs to the water network in Didcot have finished two weeks ahead of schedule. Thames Water has been replacing a faulty area water meter on the verge of the A4130 since the start of April. Although anticipated to take around a month, work was completed on April 16 and all roads were reopened. The replacement meter is now in place and is already helping to monitor the town’s water network. It will also act as an early warning detector for burst pipes in Didcot. Andrew Popple, Thames Water’s head of programme delivery, said: “Area water meters help us predict leaks and prevent bursts on our network. This means that we can react to problems more quickly, reducing the frustration of supply interruptions for our customers. “We wanted to get in and replace the old faulty one with a new one so we could be confident that our network in Didcot is robust. To finish in half of the time expected is a great credit to our contractors Optimise.”

onths of training and fundraising paid off for Humphrey the Camel and the Thames Water runners as they stormed over the London Marathon finish line. The 10-strong squad, organised for the fifth year on the spin by Ant Tyler, hope their gruelling efforts over 26 miles on April 21 will now by enough to reach the fundraising target of £15,000 for WaterAid. Ant said: “It was a lovely day with thousands of people out on the street cheering us on. Humphrey the Camel did an amazing time of 4 hours 48 minutes, overtaking another camel at mile 20 and leaving the assorted field of tigers, rhinos, Mr Men, peas and apples for dead. “London is the best marathon in the world.” Design manager Paul Gell, 48, said his first London Marathon was incredible after finishing in a superb 3.33. “It is the whole experience, not just the running,” he said. “I have run other marathons before but the London crowd was

unbelievable – it’s non-stop from start to finish, five or six deep and people hanging out of windows. In some areas it is just a wall of noise. It really helps. “The WaterAid cheering stations on mile 11 and 24 also gave me a bit of kick. I wanted to go a bit faster, but had a great day overall.” Paul also said Humphrey, Martin Brockington and ex-Thames man Geoff Clark, who were running it for the 17th time, was one of the star turns of the world-famous event. “Everyone loves the camel – he was getting mobbed for pictures,” said Paul.

“THE LONDON CROWD WAS UNBELIEVABLE – IT’S NON-STOP FROM START TO FINISH, FIVE OR SIX DEEP AND PEOPLE HANGING OUT OF WINDOWS” Jasmine Killen, Jennifer Rhodes, Jessica Rice, Frances Ward, Jonathan Brock and Tim Norman made up the rest of the Thames Water team. Fundraising events held in the build-up to the race included a quiz, bake-off and Humphrey himself toured a few of the sites and offices with Sheik-a-Bucket (Ant). The money raised will be put towards the Thames 4 Bangladesh programme (see page 22 for more) serving four towns most in need of clean water and sanitation services.

Thames Water’s marathon team

Email your news and pictures to Source editor stuart.white@thameswater.co.uk or call/text 07747 647846 every month 18 | may 2013 www.thameswater.co.uk

Heading to the finish line

charity Pete Tyler’s taking his tools and spares

Born to be wild Long-serving engineer riding solo to the ARCTIC CIRCLE on a classic Harley he expects to “fall apart”

ete Tyler is getting his motor running on an epic solo charity ride to the most northerly point in mainland Europe. The Thames Water ICA engineer sets off for the Arctic Circle on his 1970s Harley-Davidson on May 12 to raise money for the Motor Neurone Disease Association (MNDA) after his wife, Jan, was diagnosed with the illness in 2006. His epic journey will take him through nine countries in 23 days, covering 4,800 miles on his Harley named ‘Vicky’. Pete, who has worked for Thames Water for 34 years, said his bike was a “total wreck” when he bought her eight years ago and he expects to be carrying out a lot more maintenance on the way. Pete, 54, said: “I’m ready, but my only concern is the bike. It will fall apart, it always does, but I’m taking my tools and spares and will patch her up as we go. I’m really looking forward to getting started now.” Pete’s goal is to reach Nordkapp in Norway, a 1,000ft cliff rising above the Arctic Ocean, on May 21. He will spend a night under the midnight sun before making a return journey to his Forest of Dean home in Broadwell, Gloucestershire. To keep costs down and ensure all

sponsorship money goes to the MNDA, he will be carrying all clothing and equipment on his bike and sleeping in a tent. Since Jan’s diagnosis with MND, a progressive disease that attacks the nerves in the brain and spinal cord, she has lost all of the use in her arms and now also has to limit the distances she can walk. She said: “I’m really pleased Pete has

“EPIC JOURNEY WILL TAKE HIM THROUGH NINE COUNTRIES IN 23 DAYS, COVERING 4,800 MILES ON HIS HARLEY NAMED VICKY” been able to join together his love of classic motorcycles with raising money for the MNDA. “The MNDA has been really supportive in many ways, from giving us practical help and equipment, to providing emotional support and helping us deal with the effects MND has on us both. “I’ll miss him while he’s away but I’ve got family, carers and friends coming to help look after me so will be fine. I just hope he gets lots of sponsors.” Visit www.justgiving.com/Pete-TylerArctic-Ride to help Pete reach his £5,000 sponsorship target.

Chilli challenge – spice up your life The heat is on. Thames Water is holding a company-wide charity chilli growing contest. It’s only £5 to enter – and in return you get your seedling, pot and peat. These seedlings have been specially grown at Westshore Chillies and donated to raise money for WaterAid. To enhance everyone’s chance of winning you will be updated with top chilligrowing tips via a fortnightly email, which will also contain information on who has the tallest plant, the most chilli’s grown to date and a link to a Flickr page with pictures of rival plants. As well as the pride of proving your green-fingered credentials, there are also hot prizes on offer such as an android tablet and Kindle. Judging will take place on June 28 for the biggest chilli. To order your chilli seedling go to www.justgiving.com/how-big-is-yourchilli or email laura.hall@thameswater. co.uk for more information.

Money-spinners Join a 45-mile bike ride from Beckton sewage works to Hampton water works to raise cash for WaterAid on Sunday, May 19. Cycle as fast or as slow as you like. You will be supplied with a route map, Thames 4 WaterAid t-shirt, water bottle and puncture repair kit. All you need to do is pledge to raise £75 for WaterAid. Email gary.knights@thameswater.co.uk to register, or see the portal. www.thameswater.co.uk may 2013 | 19

developer services

Lou Thompson above the building work outside Clearwater Court

Customer service highlights JASON HARPER adoptions and connections team leader Developer services doesn’t just help housing developers but also ordinary customers looking for advice. Development engineer Huw Williams recently advised All Saints Church, Hackbridge, on their options and cost estimates as parishioners were hoping to install a new toilet and kitchen area. The church was very grateful for his advice. KEVIN BINGHAM design manager, service connections “I cannot thank you enough for providing us with the correct quotation. Thanks to your involvement, after not much more than a week, it is now finally resolved.” This message was sent from Barratts. One of their developments had been the subject of a number of changes during the time we had been looking in to it. It had been on-going for a year before the customer suddenly advised Sid in my team it was ‘urgent’. Sid looked through the history and resolved all the issues. BONNIE JENNINGS senior customer service analyst We were made aware of a connection that could not take place as a result of an error made by the local authority. It was an urgent job as the customers’ young family were due to move in within the week. The agent, contract manager and contractors pulled out all the stops and as a result we were able to complete the connection within a couple of days of receiving the call.

PROTECTING

OUR SEWERS Buildover team manager LOU ANDERSON says applications have doubled since the transfer of private sewers in October 2011 Anyone building over or within three metres of a public sewer needs to submit a buildover application to Thames Water. My 11-strong team, part of developer services, deal with approximately 10,000 of these applications annually, generating around £2 million in revenue. The rule applies no matter how big a job; from homeowners carrying out small extensions to developers building hospitals, schools or shopping complexes. The work we do is extremely important in protecting our network, from a major strategic trunk sewer 20 metres deep in central London to a smaller

network in a rural back garden, and means we have to review any proposed building work plans. If someone builds over a sewer

“THE RULE APPLIES NO MATTER HOW BIG A JOB; FROM HOMEOWNERS CARRYING OUT SMALL EXTENSIONS TO DEVELOPERS BUILDING SHOPPING COMPLEXES” and it collapses and fills with debris it will block. This can cause it to flood, which could have a big impact on a number of customers – not just the one building.

The buildover team of, back from left, Chris Freeman, Carol Barefoot, Victoria Willoughby, Natalya Collins, Darnell Francis, Jamie Currie and Tony Sinclair. Front, Trudy Maddock, Chris Allen, Colins Akemche and Craig Huggins.

20 | may 2013 www.thameswater.co.uk

We would also have to pay for repairs. We take every possible measure to prevent damage while making sure we can carry out repair and maintenance of the sewer in the future. If there is no risk, or an acceptable level of risk, we issue consent to build or make suggestions for design changes to ensure the sewer is protected. The customer is at the heart of everything we do and we call them on every application, if the decision is negative or positive. We also work closely with the 93 local authorities who notify us when a customer has applied for planning permission – they will not sign off the Building Regulations Completion Certificate without our agreement. The transfer of private sewers in October 2011 was a key date as it caused the volume of buildover applications to double. It means newly transferred sewers in private property (like back gardens) now require buildover agreements for extensions. Many of these are not shown on the public sewer records as they were previously classed as private. But we are here to help and if a customer cannot locate the sewer, and our maps do not show them, we offer a free visit from a field engineer to locate them. Ultimately, we want to keep our network safe without restricting development.

Free entry to UK’s

nature

‘favourite nature reserve’ Win family tickets London Wetland Centre has kindly donated four family tickets (two adults, two children) worth £32.50 each to Source readers. Send your answer to the following question to stuart.white@thameswater. co.uk before May 20 to enter. WHAT IS THE NAME OF THAMES WATER’S TRUNK SEWER EXHIBIT AT THE CENTRE?

Time for ducklings

May highlights

Your chance to walk through a trunk sewer

Show your Thames Water badge to explore the award winning LONDON WETLAND CENTRE

he UK’s ‘favourite nature reserve’ has a packed calendar of events this summer – and Thames Water staff all get in free. WWT London Wetland Centre has created a number of different wildlife habitats such as lakes, pools and gardens for birds, frogs and newts on the site of four disused Victorian reservoirs, tucked into a loop in the Thames in Barnes, Richmond. And its ‘Down the Plughole’ exhibit, funded by Thames Water under its £10m community programme, Ten for Ten, is a life-sized section of trunk sewer that visitors can walk through, complete with all the sights and sounds of a

working drain. The installation shows the environmental harm caused to wetland habitats when appliances like washing machines are plumbed into the wrong waste pipes or when

“THE RESERVE WILL BE LOOKING ITS BEST IN MAY WITH DUCKLINGS ABOUT AND FLOWERS COMING INTO BLOOM” people flush unsuitable things like wet wipes or food fat down household drains. Centre manager Martin Senior said: “May is a good time for us because we have lots of kids’ activities and also plenty of things of interest for

adults too – gardening walks, and photography and drawing workshops. And of course the reserve will be looking its best with ducklings about and flowers coming into bloom.” In the decade since the centre, a big winner in the Countryfile Magazine Awards 2012, opened over 200 species of bird – including kingfishers, peregrine falcons, sparrowhawks, bitterns and warblers – have been regularly spotted. There are six hides, perfect for both watching wildlife and photography. The 100 acre centre is also a top place for a walk through the scenic lake-side paths and meadows. For more information visit www.wwt.org.uk/London or call 020 8409 4400. Free entry only applies to Thames Water pass holders at London Wetland Centre, not all visitors in your party or other Wildfowl & Wetlands Trust sites.

Saturday, May 11: Wildlife photography (10am to 4pm) This is for snappers who already understand how their camera works but want to fine-tune their shots of the natural world. Based both in the classroom and outside, you will explore and practice various advanced techniques and subjects. This course is suitable for users of SLR cameras only and costs £55. Booking essential (call 020 8409 4400). Saturday, 18 May: Fascination of plants day walks (midday to 3pm) Celebrate the diversity of wetland plants on International Fascination of Plants Day. Find out how these plants have been used throughout history for everything from warding off vampires to pest control and construction to laxatives. Free with admission. Sunday, May 19: Drawing workshop (10am to 4pm) Learn basic sketching techniques with artist Judith Gordon – all materials provided. Suitable for adults aged 16 and over. Booking essential, £40 (call 020 8409 4400). Saturday, May 25 to Sunday, June 2: Half term family activities June is the best time to spot ducklings. The team will be on hand to explain how the ducklings have developed and about their behaviour and habitats. Check out the website or call for more activities. www.thameswater.co.uk may 2013 | 21

he timing for this year’s visit to Bangladesh could not have been worse, with political unrest in the country getting more heated and four-days of consecutive strikes. But we Thames Water representatives made the most of our time there last month. Our visits mean so much to these people who have so little, and it isn’t just about seeing how our money is spent. “It was clear those who work hard all year round were so proud to show us what has been achieved,” said Jayne Farrin, who was on her third visit to Bangladesh and has witnessed a great number of positive changes first hand. It is now two years since Thames Water started its work in Bangladesh to transform the lives of people living in four of the poorest towns by providing clean water and sanitation. So far a staggering £1,121,000 of the £2m fouryear target has been raised for the dual Thames 4 WaterAid and Thames 4 Bangladesh campaigns, and around 13,000 people can now drink safe water and a further 15,000 have access to sanitation. Joining Jayne, who helped establish the programme, and I on April’s trip was senior technical engineer Clive Dickens and PR14 customer challenge group lead Tom Ray.

Campaigns manager BECKY JOHNSON says your money continues to make a life-changing difference after returning from the protests in South Asia

TEAM THAM

IN BANGLAD

“PEOPLE HAVE NO CHOICE BUT TO DRINK DIRTY WATER AND SEEING THEIR SITUATION UP CLOSE IS HEART-BREAKING” Our time in Abashon, in Paikgacha, was a great example of how small and simple solutions suit Bangladeshi villages. This is a town created by the government for landless people where women spent two to three hours each day collecting water, as there was no local source. We saw the newly completed rainwater harvesting tanks which serve 54 households. It hasn’t rained in Bangladesh since August, but amazingly these tanks are still providing enough water for everyone in the village. One of the most encouraging things about this visit was seeing how our work is encouraging further investment in the town. There are many examples of this, but the most impressive is a new piped water system and tower in Paikgacha town. This has been joint-funded by the government, the local mayor and us. Once completed in around three months, it will pipe water to 3,000 households. WaterAid will supply the pipe connections and taps to the poorest communities. This is a huge milestone for the people here as there is no safe ground water – it is saline, contaminated with iron and arsenic. “Water-related diseases are responsible for a quarter of all deaths in Bangladesh,” said Tom. “People have no choice but to drink dirty water and seeing their situation up close is heart-breaking.” For example, as we left our first village we met Rahima and Jarina on their way back from collecting water – a 7km round trip. This was in the blazing sun and they still had a 2km walk ahead of them. And worse, this was unclean water collected from a pond. “I’m proud to say our scheme is doing its little bit to help,” added Tom. 22 | may 2013 www.thameswater.co.uk

Jayne, Clive, Harriet De Bene from WaterAId, Tom and Becky in front of the water tower that will serve 3,000 homes in Paikgacha

MES

wateraid

‘Give a rod, not fish’ Rahima, 40, and Jarina, 50, collecting water

DESH

A household rainwater harvesting tank in Abashon

Senior technical engineer CLIVE DICKENS now understands the WaterAid way I thought the idea of me going to Bangladesh was to get my hands dirty, so I asked: “How much pipe can I take?” But then I was soon introduced to WaterAid’s concept of ‘give the people a rod, not fish’. In a pre-intervention village in Paikgacha, the community showed us their own three-point plan of how they think they should benefit from the money we’ve raised – including installing a toilet block, carrying out hygiene training and ensuring everyone gets clean water. The whole emphasis of this is self-help, and I was full of admiration for their determination. When I visited a girls’ school the most gratifying things was that the children were happy and healthy. Why? Because people have taken the time to build a raft and paddle down the River Thames, because they jumped out of a plane and done so many more crazy things to raise cash. This money, for example, has built a rainwater harvesting system to give children at the school safe drinking water. Prior to this, a caretaker would collect six jugs (20 litres each) of unsafe water for its 530 girls to share for the entire day. I was proud to have met the people of Bangladesh and can tell you that they are very grateful for the help and support everyone is giving them. They only ask for one thing: more fishing rods.

Hari, 25, of the Shil Para community working group

Clive visiting the school in Paikgacha

www.thameswater.co.uk may 2013 | 23

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