Agenda item

To consider Thames Water’s planning for the Guildford area.

The Chair welcomed representatives from Thames Water: Tess Fayers, Waste and Bioresources Director, Simon Moore, Head of Planning, and Alice Keeping, Local Engagement Manager, South West London and Surrey.  He advised the meeting that the item followed on from an earlier Committee discussion in January 2024 that had considered the outages of November 2023, the management of the crisis, and the measures being put in place to avoid such outages in the future.

The Waste and Bioresources Director, Thames Water, and the Head of Planning, Thames Water, gave a presentation titled ‘Guildford Resilience’, which updated on the November 2023 water supply interruption and advised of improvements to Guildford’s water supply.  The Committee was advised of progress achieved in addressing the feedback relating to the November outages, including visits to 1,479 customers.  In addition, the Waste and Bioresources Director, Thames Water, informed the meeting that additional goodwill payments of £30 had been paid to all customers affected by the November outages and that 95% of customers were satisfied with the response and resolution to their feedback.  She indicated that a small number of customers remained unsatisfied, and that Thames Water was working with the Consumer Council for Water to resolve these cases.

The Waste and Bioresources Director, Thames Water, informed the meeting that the November outages in Guildford had led to a reconsideration of the compensation practice for customers in challenging topographic areas where variations in water pressure could impact localities and communities differently.

The Head of Planning, Thames Water, advised the Committee on aspects of water supply and resilience in the Guildford area.  He explained Guildford’s water resource zone and outlined Thames Water’s strategy for improving the area’s resilience and preparing for future growth.  The Committee was informed that Guildford was an island zone, with no connectivity with other water companies or other parts of the Thames Water area.  The Head of Planning, Thames Water, indicated that there was sufficient groundwater within the Guildford area and that the aquifers in the area were considered by the Environment Agency to be low risk. 

The Head of Planning, Thames Water, indicated that typical demand for the Guildford area was up to 67 megalitres per day, a volume equivalent to thirty Olympic size swimming pools.  He advised that Thames Water had six treatment works and fourteen service reservoirs in the Guildford water resource zone.

The Committee was informed of efforts by Thames Water to improve water availability, through focusing on reducing both leaks and consumption.  The Head of Planning, Thames Water said that approximately one third of reported leaks were losses from customers’ own networks.  He advised that Thames Water had a target of reducing leakage by 1.6 - 1.7 megalitres per day by 2030 and its smart metering programme had already resulted in approximately ten-thousand meters installed across the area, with a meter-coverage target of 80-85% of all properties by 2030.

The Committee was informed of AMP 7 and AMP 8 investment for the Guildford area, including two new transfer mains, and advised of operational improvements at water treatment works and the distribution of the investment across the Guildford area since 2000.  The Head of Planning, Thames Water, outlined the Pewley Reservoir to Netley Mill Pipeline project and indicated that installation should be complete by Spring 2026.  In addition, he advised the Committee of power monitor installs and other measures to improve power supply at water treatment works in the Guildford area.

In concluding the presentation, the Head of Planning, Thames Water, apologised for the disruption to water supply in November 2023.  In addition, he indicated that immediate operational improvements had benefitted customers in Guildford already and investment to key sites would make the supply more resilient, help meet future growth needs, and reduce the impact on the environment.

During the ensuing discussion, a number of questions were asked, and clarifications offered:

·       In response to a question, the Head of Planning, Thames Water, advised that while Guildford was an island zone, there was sufficient underground water within the zone to meet demand.  He indicated that the water treatment works for the Guildford area needed to be upsized to improve reliability and ensure water was supplied where it was needed.  The meeting was informed that installing a new pipeline to connect to a different water company to help bring water into the Guildford area was a long-term possibility. 

·       In reply to a query about reporting a water leak, the Waste and Bioresources Director, Thames Water, advised that the company’s website could be used to report an incident and would show whether an issue had been reported already and the work that would be undertaken.  The meeting was informed that repaired leaks were not monitored and re-occurrences should be reported again.

·       The Local Engagement Manager, South West London and Surrey, Thames Water, advised the meeting that she was the point of contact for Councillors wishing to progress issues and indicated that her contact details would be circulated.

·       A member of the Committee requested details of the timeframes for the further investment by Thames Water.  In reply, outline slides of the AMP 7 investments for 2020-25 and proposed AMP 8 investments for 2025-30 were shared with the meeting.  The Head of Planning, Thames Water, suggested that Thames Water could report back to the Committee after Ofwat’s final determination for the 2025-30 spending cycle was received. 

·       In reply to questions on leakage rates and the financial difficulties of Thames Water, the Head of Planning, Thames Water, stated that the scale of leaks in the Guildford area was average.  He advised that there was an approximate £5bn shortfall in the business plan put forward by Thames Water and the draft determination approved by Ofwat, but that Thames Water had a commitment to delivering the projects and initiatives presented to the Committee.

·       In response to a query on smart meter installations, the Head of Planning, Thames Water, confirmed that smart meters were a critical part of water management plans and smart meter installations were often followed by providing customers with information on how to reduce water consumption as well as how to read the meter.

·       In reply to a question on the amount of water lost through leakages in Guildford each day, the Head of Planning, Thames Water, stated that the company had recently reported a leakage rate of 570 megalitres per day, of which 16-17 megalitres was lost in Guildford. 

·       A Councillor noted the shortcomings of Thames Water’s communication during the November outages.  In response, the Waste and Bioresources Director, Thames Water, advised the meeting of improvements to public communications, including a more proactive approach to keep customers informed when supplies were interrupted.  She informed the Committee that the Guildford Incident Report published on the company’s website had a particular focus on communications [https://www.thameswater.co.uk/media-library/home/about-us/performance/guildford/guildford-incident-report-our-action-plan.pdf ].

·       The Leader of the Council and Lead Councillor for Housing thanked the representatives from Thames Water for attending the meeting and presenting information to the Committee and for offering to attend in future to provide a further update.  In addition, she thanked the Local Engagement Manager, South West London and Surrey, Thames Water, for offering to be appoint of contact for Councillors.

·       In response to a query from the Chair, the Local Engagement Manager, South West London and Surrey, Thames Water, confirmed that arrangements for a site visit by Councillors to a local water treatment works had been underway when disrupted by the General Election.  She suggested that a surgery session with Councillors could be arranged and the Waste and Bioresources Director, Thames Water, indicated that site visits by Councillors would be welcomed.  The Interim Strategic Director for Housing and Environment informed the Committee he had recently visited the Ladymead water treatment works and would encourage Councillors to undertake such visits.

The Chair thanked the representatives from Thames Water for attending to provide information and answer the Committee’s questions.