INSERT INTO `wlcj_posts` VALUES (15714, 1, '2025-10-08 10:24:27', '2025-10-08 09:24:27', '<strong>This policy explains what cookies are, how Portsmouth Water uses them, and how you can control them. Portsmouth Water remains committed to protecting your privacy and being transparent about how your data is used in line with the UK GDPR, DPA 2018, the PEC Regulation, and guidance from the Information Commissioner’s Office (ICO).</strong>\r\n<h2>What are cookies?</h2>\r\nWhen you visit any website, it may store or retrieve information on your browser in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information doesn\'t usually directly identify you, but it can give you a more personalised web experience. We respect your right to privacy, so you can choose not to allow some cookies. Select your cookie preferences below. Blocking some types of cookies may impact your experience of the site and the services we can offer.\r\n\r\nMost web browsers allow some control of cookies through browser settings. More information about cookies, including how to block and/or delete them, via a range of common browsers, can be found at <a href="http://www.allaboutcookies.org/" target="_blank" rel="noopener">www.allaboutcookies.org.</a>\r\n<h2>How do I change my cookie settings on the Portsmouth Water website?</h2>\r\nYou can change your cookie preferences at any time by clicking on the cookie icon on the bottom left corner of the screen. You can then manage your preferences and adjust the available sliders to ‘On’ or ‘Off’ as required. You may need to refresh your page for your settings to take effect.\r\n<h2>Managing your preferences</h2>\r\n<h2>How we use cookies</h2>\r\n<h3>When you use our website or online customer portal we may analyse basic information about your activity.</h3>\r\nThis information will provide us with general information about the users of our website, providing us a better understanding of user requirements. We will not attempt to attribute such traffic information to anything that is personally identifiable.\r\n<h3>How do I change my cookie settings on the Portsmouth Water online customer portal?</h3>\r\nYou can change your cookie preferences at any time by clicking on ‘Reset Cookie Settings’ at the bottom of the screen. You can then revisit the cookie settings shown and update as required.\r\n<h3>Types of cookies we use at portsmouthwater.co.uk</h3>\r\nWe group cookies into various categories, currently:\r\n<ol>\r\n 	<li><strong>Necessary Cookies</strong></li>\r\n 	<li><strong> Functional Cookies</strong></li>\r\n 	<li><strong>Analytics Cookies</strong></li>\r\n 	<li><strong>Performance Cookies</strong></li>\r\n 	<li><strong> Targeting Cookies</strong></li>\r\n 	<li><strong>Other Cookies</strong></li>\r\n</ol>\r\nDescriptions of each category are included in the table below.\r\n<h3>What happens if I do not want to accept cookies?</h3>\r\nIf you do not wish to accept our cookies you can continue to use our website and online customer portal, but it means we won’t be able to use your visit to help us improve your experience. The cookie policy will continue to be visible, as it takes a cookie to remember that you don’t accept cookies.\r\n<h3>How do I delete cookies?</h3>\r\nIf you wish to restrict or block the cookies which are set by the Portsmouth Water website and/or online customer portal, or indeed any other website, you can do this through your browser settings. The ‘Help’ function within your browser should tell you how.\r\n\r\nAlternatively, you may wish to visit <a href="http://www.aboutcookies.org/" target="_blank" rel="noopener">www.aboutcookies.org</a> which contains comprehensive information on how to do this on a wide variety of browsers. You will also find details on how to delete cookies from your computer as well as more general information about cookies. For information on how to do this on the browser of your mobile phone you will need to refer to your handset manual.\r\n<h2>The cookies we use on our website:</h2>\r\nCookies remain on your device for varying lengths of time:\r\n\r\n<strong>Session cookies</strong> – deleted when you close your browser.\r\n<strong>Persistent cookies</strong> – remain until they expire or you delete them. Expiry periods are shown in the table below.\r\n\r\nThe table below explains the cookies we use and why:\r\n\r\n[wcc_category_list]\r\n<h2>The cookies we use on our online customer portal:</h2>\r\nThe table below explains the cookies we use on our online customer portal and why:\r\n\r\n&nbsp;\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td width="15%">Cookie</td>\r\n<td width="30%">Name</td>\r\n<td width="30%">Purpose</td>\r\n<td width="15%">More</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Google Analytics</strong></td>\r\n<td>_ga</td>\r\n<td>These cookies are used to collect information in an anonymous form about how people use the online portal, including the number of visitors to the portal, where visitors have come to the portal from and the pages they visited. This allows us to make sure the portal is meeting your needs and help us understand what we could improve.</td>\r\n<td><a href="http://www.google.co.uk/intl/en/analytics/privacyoverview.html">Click here for an overview of privacy at Google</a></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Customer Portal</strong></td>\r\n<td>dismissCookieBanner</td>\r\n<td>This cookie is used to track the acceptance of the cookie banner.</td>\r\n<td></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Customer Portal</strong></td>\r\n<td>SNOOZE_ACCOUNT_ENRICHMENT</td>\r\n<td>This cookie is used to track the account ‘enrichment banner’ which prompts a portal user to add missing information (e.g., a mobile or email address).\r\n\r\n&nbsp;</td>\r\n<td></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Datadog RUM</strong></td>\r\n<td>_dd_s</td>\r\n<td>These cookies help collect data on user interactions, performance, and potential issues in real-time. It allows us\r\nto monitor how the portal is performing and detect issues.</td>\r\n<td><a href="https://www.datadoghq.com/legal/privacy/" target="_blank" rel="noopener">Click here for an overview of privacy at Datadog.</a>\r\n\r\n<a style="font-family: inherit; font-size: inherit;" href="https://docs.datadoghq.com/real_user_monitoring/" target="_blank" rel="noopener">Information about Datadog RUM.</a></td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n&nbsp;\r\n<h2>Changes to this policy</h2>\r\nWe may update this Cookie Policy to reflect changes in technology, law, or our practices. Please check back regularly for the latest version.\r\n\r\n<em>Last updated: September 2025</em>\r\n\r\n&nbsp;', 'Cookie Policy', '', 'inherit', 'closed', 'closed', '', '6953-revision-v1', '', '', '2025-10-08 10:24:27', '2025-10-08 09:24:27', '', 6953, 'https://www.portsmouthwater.co.uk/?p=15714', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15715, 1, '2025-10-08 10:25:59', '2025-10-08 09:25:59', '<strong>This policy explains what cookies are, how Portsmouth Water uses them, and how you can control them. Portsmouth Water remains committed to protecting your privacy and being transparent about how your data is used in line with the UK GDPR, DPA 2018, the PEC Regulation, and guidance from the Information Commissioner’s Office (ICO).</strong>\r\n<h2>What are cookies?</h2>\r\nWhen you visit any website, it may store or retrieve information on your browser in the form of cookies. This information might be about you, your preferences or your device and is mostly used to make the site work as you expect it to. The information doesn\'t usually directly identify you, but it can give you a more personalised web experience. We respect your right to privacy, so you can choose not to allow some cookies. Select your cookie preferences below. Blocking some types of cookies may impact your experience of the site and the services we can offer.\r\n\r\nMost web browsers allow some control of cookies through browser settings. More information about cookies, including how to block and/or delete them, via a range of common browsers, can be found at <a href="http://www.allaboutcookies.org/" target="_blank" rel="noopener">www.allaboutcookies.org.</a>\r\n<h2>Managing your preferences</h2>\r\n<h3>How do I change my cookie settings on the Portsmouth Water website?</h3>\r\nYou can change your cookie preferences at any time by clicking on the cookie icon on the bottom left corner of the screen. You can then manage your preferences and adjust the available sliders to ‘On’ or ‘Off’ as required. You may need to refresh your page for your settings to take effect.\r\n<h3>How do I change my cookie settings on the Portsmouth Water online customer portal?</h3>\r\nYou can change your cookie preferences at any time by clicking on ‘Reset Cookie Settings’ at the bottom of the screen. You can then revisit the cookie settings shown and update as required.\r\n<h2>How we use cookies</h2>\r\n<h3>When you use our website or online customer portal we may analyse basic information about your activity.</h3>\r\nThis information will provide us with general information about the users of our website, providing us a better understanding of user requirements. We will not attempt to attribute such traffic information to anything that is personally identifiable.\r\n<h3>Types of cookies we use at portsmouthwater.co.uk</h3>\r\nWe group cookies into various categories, currently:\r\n<ol>\r\n 	<li><strong>Necessary Cookies</strong></li>\r\n 	<li><strong> Functional Cookies</strong></li>\r\n 	<li><strong>Analytics Cookies</strong></li>\r\n 	<li><strong>Performance Cookies</strong></li>\r\n 	<li><strong> Targeting Cookies</strong></li>\r\n 	<li><strong>Other Cookies</strong></li>\r\n</ol>\r\nDescriptions of each category are included in the table below.\r\n<h3>What happens if I do not want to accept cookies?</h3>\r\nIf you do not wish to accept our cookies you can continue to use our website and online customer portal, but it means we won’t be able to use your visit to help us improve your experience. The cookie policy will continue to be visible, as it takes a cookie to remember that you don’t accept cookies.\r\n<h3>How do I delete cookies?</h3>\r\nIf you wish to restrict or block the cookies which are set by the Portsmouth Water website and/or online customer portal, or indeed any other website, you can do this through your browser settings. The ‘Help’ function within your browser should tell you how.\r\n\r\nAlternatively, you may wish to visit <a href="http://www.aboutcookies.org/" target="_blank" rel="noopener">www.aboutcookies.org</a> which contains comprehensive information on how to do this on a wide variety of browsers. You will also find details on how to delete cookies from your computer as well as more general information about cookies. For information on how to do this on the browser of your mobile phone you will need to refer to your handset manual.\r\n<h2>The cookies we use on our website:</h2>\r\nCookies remain on your device for varying lengths of time:\r\n\r\n<strong>Session cookies</strong> – deleted when you close your browser.\r\n<strong>Persistent cookies</strong> – remain until they expire or you delete them. Expiry periods are shown in the table below.\r\n\r\nThe table below explains the cookies we use and why:\r\n\r\n[wcc_category_list]\r\n<h2>The cookies we use on our online customer portal:</h2>\r\nThe table below explains the cookies we use on our online customer portal and why:\r\n\r\n&nbsp;\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td width="15%">Cookie</td>\r\n<td width="30%">Name</td>\r\n<td width="30%">Purpose</td>\r\n<td width="15%">More</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Google Analytics</strong></td>\r\n<td>_ga</td>\r\n<td>These cookies are used to collect information in an anonymous form about how people use the online portal, including the number of visitors to the portal, where visitors have come to the portal from and the pages they visited. This allows us to make sure the portal is meeting your needs and help us understand what we could improve.</td>\r\n<td><a href="http://www.google.co.uk/intl/en/analytics/privacyoverview.html">Click here for an overview of privacy at Google</a></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Customer Portal</strong></td>\r\n<td>dismissCookieBanner</td>\r\n<td>This cookie is used to track the acceptance of the cookie banner.</td>\r\n<td></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Customer Portal</strong></td>\r\n<td>SNOOZE_ACCOUNT_ENRICHMENT</td>\r\n<td>This cookie is used to track the account ‘enrichment banner’ which prompts a portal user to add missing information (e.g., a mobile or email address).\r\n\r\n&nbsp;</td>\r\n<td></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Datadog RUM</strong></td>\r\n<td>_dd_s</td>\r\n<td>These cookies help collect data on user interactions, performance, and potential issues in real-time. It allows us\r\nto monitor how the portal is performing and detect issues.</td>\r\n<td><a href="https://www.datadoghq.com/legal/privacy/" target="_blank" rel="noopener">Click here for an overview of privacy at Datadog.</a>\r\n\r\n<a style="font-family: inherit; font-size: inherit;" href="https://docs.datadoghq.com/real_user_monitoring/" target="_blank" rel="noopener">Information about Datadog RUM.</a></td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n&nbsp;\r\n<h2>Changes to this policy</h2>\r\nWe may update this Cookie Policy to reflect changes in technology, law, or our practices. Please check back regularly for the latest version.\r\n\r\n<em>Last updated: September 2025</em>\r\n\r\n&nbsp;', 'Cookie Policy', '', 'inherit', 'closed', 'closed', '', '6953-revision-v1', '', '', '2025-10-08 10:25:59', '2025-10-08 09:25:59', '', 6953, 'https://www.portsmouthwater.co.uk/?p=15715', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15716, 27, '2025-10-08 13:54:00', '2025-10-08 12:54:00', '', 'Pipework, Pressure & Leaks', '', 'inherit', 'closed', 'closed', '', '1920-autosave-v1', '', '', '2025-10-08 13:54:00', '2025-10-08 12:54:00', '', 1920, 'https://www.portsmouthwater.co.uk/?p=15716', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15718, 1, '2025-10-13 13:43:22', '2025-10-13 12:43:22', '', 'click here', '', 'inherit', 'closed', 'closed', '', 'indicative-wholesale-charges-non-household-26-27', '', '', '2025-10-13 13:43:26', '2025-10-13 12:43:26', '', 3877, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Indicative-wholesale-charges-Non-household-26-27.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15719, 1, '2025-10-13 13:43:43', '2025-10-13 12:43:43', '', 'click here', '', 'inherit', 'closed', 'closed', '', 'indicative-wholesale-charges-2026-27-statement-of-significant-changes', '', '', '2025-10-13 13:43:51', '2025-10-13 12:43:51', '', 3877, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Indicative-wholesale-charges-2026-27-Statement-of-Significant-Changes.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15720, 1, '2025-10-13 13:44:08', '2025-10-13 12:44:08', '', 'click here', '', 'inherit', 'closed', 'closed', '', 'indicative-wholesale-charges-2026-27-board-assurance-statement-redacted', '', '', '2025-10-13 13:44:13', '2025-10-13 12:44:13', '', 3877, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Indicative-wholesale-charges-2026-27-Board-Assurance-Statement-redacted.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15721, 1, '2025-10-13 13:44:42', '2025-10-13 12:44:42', '<h3>2026-27</h3>\r\nTo view our 2026-27 Indicative Wholesale Charges please - <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Indicative-wholesale-charges-Non-household-26-27.pdf">click here</a>\r\n\r\nTo view the Statement of Significant Changes to Bills 2026-27 - <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Indicative-wholesale-charges-2026-27-Statement-of-Significant-Changes.pdf">click here</a>\r\n\r\nTo view our Wholesale Charges assurance statement for 2026-27 - <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Indicative-wholesale-charges-2026-27-Board-Assurance-Statement-redacted.pdf">click here</a>', 'Businesses', '', 'inherit', 'closed', 'closed', '', '3877-revision-v1', '', '', '2025-10-13 13:44:42', '2025-10-13 12:44:42', '', 3877, 'https://www.portsmouthwater.co.uk/?p=15721', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15722, 1, '2025-10-13 13:46:27', '2025-10-13 12:46:27', '', 'Businesses', '', 'inherit', 'closed', 'closed', '', '3877-revision-v1', '', '', '2025-10-13 13:46:27', '2025-10-13 12:46:27', '', 3877, 'https://www.portsmouthwater.co.uk/?p=15722', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15723, 1, '2025-10-13 14:58:07', '2025-10-13 13:58:07', '', 'Annual Perfornance Report Data Tables 2025 - Oct 25 resubmission', '', 'inherit', '', 'closed', '', 'annual-perfornance-report-data-tables-2025-oct-25-resubmission', '', '', '2025-10-13 14:58:07', '2025-10-13 13:58:07', '', 0, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Annual-Perfornance-Report-Data-Tables-2025-Oct-25-resubmission.xlsx', 0, 'attachment', 'application/vnd.openxmlformats-officedocument.spreadsheetml.sheet', 0); 
INSERT INTO `wlcj_posts` VALUES (15724, 1, '2025-10-13 14:58:50', '2025-10-13 13:58:50', '', 'ODI Performance Model 2025 - Oct 25 resubmission', '', 'inherit', '', 'closed', '', 'odi-performance-model-2025-oct-25-resubmission', '', '', '2025-10-13 14:58:50', '2025-10-13 13:58:50', '', 0, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/ODI-Performance-Model-2025-Oct-25-resubmission.xlsx', 0, 'attachment', 'application/vnd.openxmlformats-officedocument.spreadsheetml.sheet', 0); 
INSERT INTO `wlcj_posts` VALUES (15725, 1, '2025-10-14 11:37:15', '2025-10-14 10:37:15', '', 'Annual Performance Report Data Tables 2025 - Oct 25 resubmission corrected', '', 'inherit', '', 'closed', '', 'annual-performance-report-data-tables-2025-oct-25-resubmission-corrected', '', '', '2025-10-14 11:37:15', '2025-10-14 10:37:15', '', 0, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Annual-Performance-Report-Data-Tables-2025-Oct-25-resubmission-corrected.xlsx', 0, 'attachment', 'application/vnd.openxmlformats-officedocument.spreadsheetml.sheet', 0); 
INSERT INTO `wlcj_posts` VALUES (15726, 1, '2025-10-14 11:37:17', '2025-10-14 10:37:17', '', 'ODI Performance Model 2025 - Oct 25 resubmission corrected', '', 'inherit', '', 'closed', '', 'odi-performance-model-2025-oct-25-resubmission-corrected', '', '', '2025-10-14 11:37:17', '2025-10-14 10:37:17', '', 0, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/ODI-Performance-Model-2025-Oct-25-resubmission-corrected.xlsx', 0, 'attachment', 'application/vnd.openxmlformats-officedocument.spreadsheetml.sheet', 0); 
INSERT INTO `wlcj_posts` VALUES (15728, 1, '2025-10-21 11:11:16', '2025-10-21 10:11:16', '', 'Community', '', 'publish', 'closed', 'closed', '', 'community', '', '', '2026-01-19 14:07:34', '2026-01-19 14:07:34', '', 2253, 'https://www.portsmouthwater.co.uk/?page_id=15728', 0, 'page', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15729, 1, '2025-10-21 11:11:16', '2025-10-21 10:11:16', '', 'Community', '', 'inherit', 'closed', 'closed', '', '15728-revision-v1', '', '', '2025-10-21 11:11:16', '2025-10-21 10:11:16', '', 15728, 'https://www.portsmouthwater.co.uk/?p=15729', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15738, 24, '2025-10-22 17:44:47', '2025-10-22 16:44:47', '', 'Smart water meters', '', 'inherit', 'closed', 'closed', '', '15187-autosave-v1', '', '', '2025-10-22 17:44:47', '2025-10-22 16:44:47', '', 15187, 'https://www.portsmouthwater.co.uk/?p=15738', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15739, 27, '2025-10-23 13:27:56', '2025-10-23 12:27:56', 'Portsmouth Water has been named as a leading water company in England and Wales by Ofwat, the water sector regulator, in its annual Water Company Performance Report published today.\r\n\r\nThe report measures water company performance on a number of criteria including customer satisfaction, reducing leakage, supply interruptions and drinking water quality, then categorises the companies’ overall performance into three groups: leading, average and lagging behind. Portsmouth Water is the only water company to achieve leading status.\r\n\r\nPortsmouth Water led the sector in supply interruptions. However, it was also recognised in the report that the company did not reach its regulatory targets for improving leakage and reducing per capita consumption (that is customers’ average water use per person).\r\n\r\nBob Taylor, CEO of Portsmouth Water, said:\r\n\r\n“We’re pleased to be recognised as a leading company in the sector. This is testament to the hard work and dedication of our team that are passionate about providing high quality drinking water and excellent customer service.\r\n\r\n“However, we recognise we have more to do and need to improve our performance in some key areas. Our customers use more water than most of the country, therefore over the next five years we’re investing £63 million in smart water meters and water efficiency initiatives. We’ve now installed our first 1,000 smart water meters in our pilot programme, helping 333 customers to find leaks in their homes and saving 52,000 litres of water. We’ll now roll these out to 170,000 customers over the next five years.\r\n\r\n“We’re also investing £10 million to reduce leaks by 15% by 2030, saving 3 million litres of water per day. We’re using innovative techniques and technology to improve our performance in this area including satellite technology and specially trained dogs that can detect leaks.\r\n\r\n“We recognise that us reducing leaks is a number one priority for our customers, and that our customers rightly expect us to meet all of the required performance standards. We’re committed to doing this and will be delivering our largest ever investment programme over the next five years to do so.”\r\n\r\nPortsmouth Water has committed £377 million investment over the next five years to safeguard water supplies, enhance the environment and keep bills affordable.\r\n\r\nThe full Ofwat annual Water Company Performance Report is available to read here: <a href="https://www.ofwat.gov.uk/wp-content/uploads/2025/10/WCPR-24-25.pdf">https://www.ofwat.gov.uk/wp-content/uploads/2025/10/WCPR-24-25.pdf</a>', 'Portsmouth Water recognised as leading water company', '', 'publish', 'closed', 'open', '', 'portsmouth-water-recognised-as-leading-water-company', '', '', '2025-10-23 13:27:56', '2025-10-23 12:27:56', '', 0, 'https://www.portsmouthwater.co.uk/?p=15739', 10, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15740, 27, '2025-10-23 13:27:15', '2025-10-23 12:27:15', 'Portsmouth Water has been named as a leading water company in England and Wales by Ofwat, the water sector regulator, in its annual Water Company Performance Report published today.\r\n\r\nThe report measures water company performance on a number of criteria including customer satisfaction, reducing leakage, supply interruptions and drinking water quality, then categorises the companies’ overall performance into three groups: leading, average and lagging behind. Portsmouth Water is the only water company to achieve leading status.\r\n\r\nPortsmouth Water led the sector in supply interruptions. However, it was also recognised in the report that the company did not reach its regulatory targets for improving leakage and reducing per capita consumption (that is customers’ average water use per person).\r\n\r\nBob Taylor, CEO of Portsmouth Water, said:\r\n\r\n“We’re pleased to be recognised as a leading company in the sector. This is testament to the hard work and dedication of our team that are passionate about providing high quality drinking water and excellent customer service.\r\n\r\n“However, we recognise we have more to do and need to improve our performance in some key areas. Our customers use more water than most of the country, therefore over the next five years we’re investing £63 million in smart water meters and water efficiency initiatives. We’ve now installed our first 1,000 smart water meters in our pilot programme, helping 333 customers to find leaks in their homes and saving 52,000 litres of water. We’ll now roll these out to 170,000 customers over the next five years.\r\n\r\n“We’re also investing £10 million to reduce leaks by 15% by 2030, saving 3 million litres of water per day. We’re using innovative techniques and technology to improve our performance in this area including satellite technology and specially trained dogs that can detect leaks.\r\n\r\n“We recognise that us reducing leaks is a number one priority for our customers, and that our customers rightly expect us to meet all of the required performance standards. We’re committed to doing this and will be delivering our largest ever investment programme over the next five years to do so.”\r\n\r\nPortsmouth Water has committed £377 million investment over the next five years to safeguard water supplies, enhance the environment and keep bills affordable.\r\n\r\nThe full Ofwat annual Water Company Performance Report is available to read here: <a href="https://www.ofwat.gov.uk/wp-content/uploads/2025/10/WCPR-24-25.pdf">https://www.ofwat.gov.uk/wp-content/uploads/2025/10/WCPR-24-25.pdf</a>', 'Portsmouth Water recognised as leading water company', '', 'inherit', 'closed', 'closed', '', '15739-revision-v1', '', '', '2025-10-23 13:27:15', '2025-10-23 12:27:15', '', 15739, 'https://www.portsmouthwater.co.uk/?p=15740', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15741, 24, '2025-10-29 12:13:35', '2025-10-29 12:13:35', '<h1>Guaranteed Service Standards</h1>\r\n<h2>Your Good Service Guarantee</h2>\r\nWe have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.\r\n\r\nDetails of our Guaranteed Standards Scheme are given below.\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Notice of planned supply interruption"]\r\n\r\n<span data-contrast="auto">If your supply needs to be turned off for planned maintenance or other necessary work, we will give you reasonable notice of the date and time that we expect the water supply to be turned off and restored.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If the water supply is going to be turned off for more that 4 hours, we will provide you with this notice at least 48 hours in advance of the supply interruption. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to provide you with reasonable notice of a planned interruption to your supply, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">As part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">These interruptions usually last less than half an hour. If this is likely to cause you a specific problem, please contact us on </span><a href="mailto:hi@portsmouthwater.co.uk"><span data-contrast="none">hi@portsmouthwater.co.uk</span></a><span data-contrast="auto"> or </span><span data-contrast="none">023 9249 9666</span><span data-contrast="auto">. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.</span>[/accordion_item]\r\n\r\n[accordion_item title="Restoration of water supplies"]\r\n\r\n<span data-contrast="auto">For planned interruptions, if we fail to restore the supply by the period detailed in our notice, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">For emergencies, where the water supply is interrupted for more than 12 hours, a compensation payment of £50 will be automatically applied to your account. </span>\r\n\r\n<span data-contrast="auto">Further compensation payments of £50 will be automatically applied to your account for every 12 hour period you remain impacted by a supply interruption. Compensation payments are limited to a maximum of a customer’s annual water supply charge.</span>[/accordion_item]\r\n\r\n[accordion_item title="Minimum pressure standard"]\r\n\r\n<span data-contrast="auto">We aim to maintain a minimum pressure of water in a communication pipe at 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a compensation payment of £50 will normally be automatically be applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">However, sometimes it may not be possible for us to identify impacted customers. In this situation you can make a claim within 3 months of last low pressure event.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.</span>[/accordion_item]\r\n\r\n[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]\r\n\r\n<span data-contrast="auto">If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you write to ask us to change the way you pay your bill, and we find we cannot make the change, we will let you know within 5 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet these commitments, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">We offer customers an online customer portal where you can view your bills, balance, make a payment and update any specific needs. You can do this by clicking “Register/Log in to your online account” at the top of this page, or visit myaccount.portsmouthwater.co.uk</span>\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Core Priority Services"]\r\n\r\n<span data-contrast="auto">Our Priority Services Register (PSR) lets us know about additional support you may need with billing or in an incident. You will also be added to our Core Priority Services Register if you have told us you:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">require constant access to water</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">need us to provide bills in an alternative format such as large print or braille</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">have a nominee in place</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n<span data-contrast="auto">When you are added to our Core Priority Services Register, we will write to you in 30 days to let you know about the support you will receive. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we don’t do this, or don’t deliver the service we have committed to, a compensation amount of £100 will be automatically applied to your account.[/accordion_item]</span>\r\n\r\n[accordion_item title="Water quality notices"]\r\n\r\n<span data-contrast="auto">On extremely rare occasions, we</span> <span data-contrast="auto">may have to issue you with a water quality notice. If this happens, you may need to restrict or change how you use your water. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If the quality of your water supply has not been restored after 48 hours of the notice being issued, a compensation payment will be made. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. If the quality of your water supply continues not to be restored, additional compensation payments of £20 will be made for each 24 hour period after the initial 48 hour period. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">There are some circumstances in which a payment will not be made for example If the water supply was polluted or contaminated by the customer or if the notice is served due to drought or immediately following a period of drought.[/accordion_item]</span>\r\n\r\n[accordion_item title="Household customers that owe Portsmouth Water money"]\r\n\r\n<span data-contrast="auto">If you have fallen behind in making payments to us, and we plan to either register a default notice with a single or multiple Credit Reference Agencies, or commence court proceedings, we will send you an outstanding charging notice.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">This notice will provide you with all the information you need to help you understand the outstanding amount, the period to which the charges relate to and how you can contact us. Following this notice we will not progress with any default registrations or court proceedings for 30 calendar days.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you do not contact us or make a payment, we will send you a second outstanding charging notice giving you further opportunity to contact us and discuss or resolve the outstanding balance.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £150 will be automatically applied to your account.</span><span data-ccp-props="{}">[/accordion_item]</span>\r\n\r\n<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Moving to measured charging for supply of water"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you request for a meter to be installed at your property, we will install the water meter within 8 weeks from the date of your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to install the water meter within 8 weeks, a compensation payment will be made. The amount will be for the value of the water bill you have paid between the end of the 8 week period, and the date the meter was actually installed.</span><span data-ccp-props="{}">[/accordion_item]</span>\r\n\r\n<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Reading meters"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">For older, analogue meters, we usually take a meter read every 6 months for billing purposes. Sometimes we may not be able to take a meter reading and your bill may be estimated. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">From 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October we are committing to taking at least one actual meter reading in a 13 month period. The 13 month period commences from either 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October, if the meter was installed prior to this date, or from the meter installation date. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. If we continue to fail to take an actual meter reading, an additional compensation payment of £80 will be made for each 13 month period that an actual meter reading is not taken. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">There are some circumstances which mean we are not able to read the meter, for example, if a customer refuses to give us access to the meter, or it is obstructed. In these instances, no compensation payment is due.[/accordion_item]</span>\r\n\r\n[accordion_item title="Complaints"]\r\n\r\n<span data-contrast="auto">We aim to respond to complaints within 5 working days but commit to providing a response within 10 working days, beginning the day after the complaint is received.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">You will be informed that we have registered your complaint, and we will provide a response either by phone, email or letter.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. <a href="https://www.portsmouthwater.co.uk/customer-services/complaints-about-our-service/">Find out more about our complaints process</a>.</span>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h2>Code of Practice</h2>\r\nOur Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help. <a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Access our Code of Practice.</a>', 'Service Standards', '', 'inherit', 'closed', 'closed', '', '1911-autosave-v1', '', '', '2025-10-29 12:13:35', '2025-10-29 12:13:35', '', 1911, 'https://www.portsmouthwater.co.uk/?p=15741', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15742, 24, '2025-10-27 10:19:30', '2025-10-27 10:19:30', '<h1>Guaranteed Service Standards</h1>\r\n<h2>Your Good Service Guarantee</h2>\r\nWe have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.\r\n\r\nDetails of our Guaranteed Standards Scheme are given below.\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Supply interruptions"]Where a property suffers a supply interruption of more than 12 hours, on more than three occasions in a 12 month period, a payment will be made.[/accordion_item]\r\n\r\n[accordion_item title="Restoration of water supplies"]\r\n\r\nIf there has been a planned interruption of your water supply for any necessary works, we undertake to restore your supply within the period notified to you. Where the interruption is for more than 4 hours we will notify you at least 48 hours before the supply is interrupted.\r\n\r\nIf the interruption of your supply is due to an emergency, eg a broken distribution main and not a trunk main, we will restore the supply within 12 hours, 48 hours for a trunk main.\r\n\r\nIf the interruption lasts longer than 24 hours we must provide you with an emergency supply – normally from standpipes or water tankers.\r\n\r\nFor customers with special needs, we will provide an emergency supply if the interruption lasts more than 24 hours. For more details see our ‘Services for our Customers with Special Needs’ booklet.\r\n\r\nWhere we fail to restore supplies by the notified time a payment will be made. Where your water supply is interrupted you may be entitled to a further £10 for each additional 24 hours during which the supply remains unrestored.[/accordion_item]\r\n\r\n[accordion_item title="Minimum pressure standard"]\r\n\r\nAs part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.\r\n\r\nThese interruptions usually last less than half an hour. If this is likely to cause you a specific problem please contact our local office. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.\r\n\r\nWe aim to maintain a minimum pressure of water in a communication pipe serving premises supplied 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a payment will be made. This payment will normally be made automatically. However, you will need to claim within 3 months of the payment becoming due, if we could not practicably have identified your property as having suffered from loss of pressure as described above.\r\n\r\nIf you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.[/accordion_item]\r\n\r\n[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]\r\n\r\nIf you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your letter.\r\n\r\nIf you write to ask us to change the way you pay your bill and we find we cannot make the change we will let you know within 5 working days from the date we receive your letter.\r\n\r\nYou are welcome to telephone with queries about bills and payment methods. Most queries can be answered immediately. Where this is not the case we will advise you when your query will be resolved. Please note, Guaranteed Standards payments do not apply to telephone queries.[/accordion_item]\r\n\r\n[/accordion]\r\n\r\n&nbsp;\r\n<h2>Code of Practice</h2>\r\nOur Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help.\r\n\r\n<a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Our Code of Practice is available here</a>', 'Service Standards', '', 'inherit', 'closed', 'closed', '', '1911-revision-v1', '', '', '2025-10-27 10:19:30', '2025-10-27 10:19:30', '', 1911, 'https://www.portsmouthwater.co.uk/?p=15742', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15743, 24, '2025-10-27 10:21:23', '2025-10-27 10:21:23', '<h1>Guaranteed Service Standards</h1>\r\n<h2>Your Good Service Guarantee</h2>\r\nWe have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.\r\n\r\nDetails of our Guaranteed Standards Scheme are given below.\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Supply interruptions"]Where a property suffers a supply interruption of more than 12 hours, on more than three occasions in a 12 month period, a payment will be made.[/accordion_item]\r\n\r\n[accordion_item title="Restoration of water supplies"]\r\n\r\nIf there has been a planned interruption of your water supply for any necessary works, we undertake to restore your supply within the period notified to you. Where the interruption is for more than 4 hours we will notify you at least 48 hours before the supply is interrupted.\r\n\r\nIf the interruption of your supply is due to an emergency, eg a broken distribution main and not a trunk main, we will restore the supply within 12 hours, 48 hours for a trunk main.\r\n\r\nIf the interruption lasts longer than 24 hours we must provide you with an emergency supply – normally from standpipes or water tankers.\r\n\r\nFor customers with special needs, we will provide an emergency supply if the interruption lasts more than 24 hours. For more details see our ‘Services for our Customers with Special Needs’ booklet.\r\n\r\nWhere we fail to restore supplies by the notified time a payment will be made. Where your water supply is interrupted you may be entitled to a further £10 for each additional 24 hours during which the supply remains unrestored.[/accordion_item]\r\n\r\n[accordion_item title="Minimum pressure standard"]\r\n\r\nAs part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.\r\n\r\nThese interruptions usually last less than half an hour. If this is likely to cause you a specific problem please contact our local office. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.\r\n\r\nWe aim to maintain a minimum pressure of water in a communication pipe serving premises supplied 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a payment will be made. This payment will normally be made automatically. However, you will need to claim within 3 months of the payment becoming due, if we could not practicably have identified your property as having suffered from loss of pressure as described above.\r\n\r\nIf you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.[/accordion_item]\r\n\r\n[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]\r\n\r\n<span data-contrast="auto">If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you write to ask us to change the way you pay your bill, and we find we cannot make the change, we will let you know within 5 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet these commitments, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">We offer customers an online customer portal where you can view your bills, balance, make a payment and update any specific needs. You can do this by clicking “Register/Log in to your online account” at the top of this page, or visit myaccount.portsmouthwater.co.uk</span>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n\r\n&nbsp;\r\n<h2>Code of Practice</h2>\r\nOur Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help.\r\n\r\n<a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Our Code of Practice is available here</a>', 'Service Standards', '', 'inherit', 'closed', 'closed', '', '1911-revision-v1', '', '', '2025-10-27 10:21:23', '2025-10-27 10:21:23', '', 1911, 'https://www.portsmouthwater.co.uk/?p=15743', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15744, 24, '2025-10-27 10:25:37', '2025-10-27 10:25:37', '<h1>Guaranteed Service Standards</h1>\r\n<h2>Your Good Service Guarantee</h2>\r\nWe have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.\r\n\r\nDetails of our Guaranteed Standards Scheme are given below.\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Supply interruptions"]Where a property suffers a supply interruption of more than 12 hours, on more than three occasions in a 12 month period, a payment will be made.[/accordion_item]\r\n\r\n[accordion_item title="Restoration of water supplies"]\r\n\r\nIf there has been a planned interruption of your water supply for any necessary works, we undertake to restore your supply within the period notified to you. Where the interruption is for more than 4 hours we will notify you at least 48 hours before the supply is interrupted.\r\n\r\nIf the interruption of your supply is due to an emergency, eg a broken distribution main and not a trunk main, we will restore the supply within 12 hours, 48 hours for a trunk main.\r\n\r\nIf the interruption lasts longer than 24 hours we must provide you with an emergency supply – normally from standpipes or water tankers.\r\n\r\nFor customers with special needs, we will provide an emergency supply if the interruption lasts more than 24 hours. For more details see our ‘Services for our Customers with Special Needs’ booklet.\r\n\r\nWhere we fail to restore supplies by the notified time a payment will be made. Where your water supply is interrupted you may be entitled to a further £10 for each additional 24 hours during which the supply remains unrestored.[/accordion_item]\r\n\r\n[accordion_item title="Minimum pressure standard"]\r\n\r\nAs part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.\r\n\r\nThese interruptions usually last less than half an hour. If this is likely to cause you a specific problem please contact our local office. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.\r\n\r\nWe aim to maintain a minimum pressure of water in a communication pipe serving premises supplied 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a payment will be made. This payment will normally be made automatically. However, you will need to claim within 3 months of the payment becoming due, if we could not practicably have identified your property as having suffered from loss of pressure as described above.\r\n\r\nIf you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.[/accordion_item]\r\n\r\n[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]\r\n\r\n<span data-contrast="auto">If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you write to ask us to change the way you pay your bill, and we find we cannot make the change, we will let you know within 5 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet these commitments, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">We offer customers an online customer portal where you can view your bills, balance, make a payment and update any specific needs. You can do this by clicking “Register/Log in to your online account” at the top of this page, or visit myaccount.portsmouthwater.co.uk</span>\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Complaints"]\r\n\r\n<span data-contrast="auto">We aim to respond to complaints within 5 working days but commit to providing a response within 10 working days, beginning the day after the complaint is received.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">You will be informed that we have registered your complaint, and we will provide a response either by phone, email or letter.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. <a href="https://www.portsmouthwater.co.uk/customer-services/complaints-about-our-service/">Find out more about our complaints process</a>.</span>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h2>Code of Practice</h2>\r\nOur Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help. <a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Access our Code of Practice.</a>', 'Service Standards', '', 'inherit', 'closed', 'closed', '', '1911-revision-v1', '', '', '2025-10-27 10:25:37', '2025-10-27 10:25:37', '', 1911, 'https://www.portsmouthwater.co.uk/?p=15744', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15745, 24, '2025-10-27 10:28:41', '2025-10-27 10:28:41', '<h1>Guaranteed Service Standards</h1>\r\n<h2>Your Good Service Guarantee</h2>\r\nWe have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.\r\n\r\nDetails of our Guaranteed Standards Scheme are given below.\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Supply interruptions"]Where a property suffers a supply interruption of more than 12 hours, on more than three occasions in a 12 month period, a payment will be made.[/accordion_item]\r\n\r\n[accordion_item title="Restoration of water supplies"]\r\n\r\nIf there has been a planned interruption of your water supply for any necessary works, we undertake to restore your supply within the period notified to you. Where the interruption is for more than 4 hours we will notify you at least 48 hours before the supply is interrupted.\r\n\r\nIf the interruption of your supply is due to an emergency, eg a broken distribution main and not a trunk main, we will restore the supply within 12 hours, 48 hours for a trunk main.\r\n\r\nIf the interruption lasts longer than 24 hours we must provide you with an emergency supply – normally from standpipes or water tankers.\r\n\r\nFor customers with special needs, we will provide an emergency supply if the interruption lasts more than 24 hours. For more details see our ‘Services for our Customers with Special Needs’ booklet.\r\n\r\nWhere we fail to restore supplies by the notified time a payment will be made. Where your water supply is interrupted you may be entitled to a further £10 for each additional 24 hours during which the supply remains unrestored.[/accordion_item]\r\n\r\n[accordion_item title="Notice of planned supply interruption"]\r\n\r\n<span data-contrast="auto">If your supply needs to be turned off for planned maintenance or other necessary work, we will give you reasonable notice of the date and time that we expect the water supply to be turned off and restored.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If the water supply is going to be turned off for more that 4 hours, we will provide you with this notice at least 48 hours in advance of the supply interruption. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to provide you with reasonable notice of a planned interruption to your supply, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">As part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">These interruptions usually last less than half an hour. If this is likely to cause you a specific problem, please contact us on </span><a href="mailto:hi@portsmouthwater.co.uk"><span data-contrast="none">hi@portsmouthwater.co.uk</span></a><span data-contrast="auto"> or </span><span data-contrast="none">023 9249 9666</span><span data-contrast="auto">. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.</span>[/accordion_item]\r\n\r\n[accordion_item title="Minimum pressure standard"]\r\n\r\nAs part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.\r\n\r\nThese interruptions usually last less than half an hour. If this is likely to cause you a specific problem please contact our local office. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.\r\n\r\nWe aim to maintain a minimum pressure of water in a communication pipe serving premises supplied 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a payment will be made. This payment will normally be made automatically. However, you will need to claim within 3 months of the payment becoming due, if we could not practicably have identified your property as having suffered from loss of pressure as described above.\r\n\r\nIf you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.[/accordion_item]\r\n\r\n[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]\r\n\r\n<span data-contrast="auto">If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you write to ask us to change the way you pay your bill, and we find we cannot make the change, we will let you know within 5 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet these commitments, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">We offer customers an online customer portal where you can view your bills, balance, make a payment and update any specific needs. You can do this by clicking “Register/Log in to your online account” at the top of this page, or visit myaccount.portsmouthwater.co.uk</span>\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Complaints"]\r\n\r\n<span data-contrast="auto">We aim to respond to complaints within 5 working days but commit to providing a response within 10 working days, beginning the day after the complaint is received.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">You will be informed that we have registered your complaint, and we will provide a response either by phone, email or letter.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. <a href="https://www.portsmouthwater.co.uk/customer-services/complaints-about-our-service/">Find out more about our complaints process</a>.</span>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h2>Code of Practice</h2>\r\nOur Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help. <a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Access our Code of Practice.</a>', 'Service Standards', '', 'inherit', 'closed', 'closed', '', '1911-revision-v1', '', '', '2025-10-27 10:28:41', '2025-10-27 10:28:41', '', 1911, 'https://www.portsmouthwater.co.uk/?p=15745', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15746, 24, '2025-10-27 10:30:03', '2025-10-27 10:30:03', '<h1>Guaranteed Service Standards</h1>\r\n<h2>Your Good Service Guarantee</h2>\r\nWe have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.\r\n\r\nDetails of our Guaranteed Standards Scheme are given below.\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Supply interruptions"]Where a property suffers a supply interruption of more than 12 hours, on more than three occasions in a 12 month period, a payment will be made.[/accordion_item]\r\n\r\n[accordion_item title="Notice of planned supply interruption"]\r\n\r\n<span data-contrast="auto">If your supply needs to be turned off for planned maintenance or other necessary work, we will give you reasonable notice of the date and time that we expect the water supply to be turned off and restored.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If the water supply is going to be turned off for more that 4 hours, we will provide you with this notice at least 48 hours in advance of the supply interruption. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to provide you with reasonable notice of a planned interruption to your supply, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">As part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">These interruptions usually last less than half an hour. If this is likely to cause you a specific problem, please contact us on </span><a href="mailto:hi@portsmouthwater.co.uk"><span data-contrast="none">hi@portsmouthwater.co.uk</span></a><span data-contrast="auto"> or </span><span data-contrast="none">023 9249 9666</span><span data-contrast="auto">. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.</span>[/accordion_item]\r\n\r\n[accordion_item title="Restoration of water supplies"]\r\n\r\n<span data-contrast="auto">For planned interruptions, if we fail to restore the supply by the period detailed in our notice, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">For emergencies, where the water supply is interrupted for more than 12 hours, a compensation payment of £50 will be automatically applied to your account. </span>\r\n\r\n<span data-contrast="auto">Further compensation payments of £50 will be automatically applied to your account for every 12 hour period you remain impacted by a supply interruption. Compensation payments are limited to a maximum of a customer’s annual water supply charge.</span>[/accordion_item]\r\n\r\n[accordion_item title="Minimum pressure standard"]\r\n\r\n<span data-contrast="auto">We aim to maintain a minimum pressure of water in a communication pipe at 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a compensation payment of £50 will normally be automatically be applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">However, sometimes it may not be possible for us to identify impacted customers. In this situation you can make a claim within 3 months of last low pressure event.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.</span>[/accordion_item]\r\n\r\n[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]\r\n\r\n<span data-contrast="auto">If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you write to ask us to change the way you pay your bill, and we find we cannot make the change, we will let you know within 5 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet these commitments, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">We offer customers an online customer portal where you can view your bills, balance, make a payment and update any specific needs. You can do this by clicking “Register/Log in to your online account” at the top of this page, or visit myaccount.portsmouthwater.co.uk</span>\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Complaints"]\r\n\r\n<span data-contrast="auto">We aim to respond to complaints within 5 working days but commit to providing a response within 10 working days, beginning the day after the complaint is received.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">You will be informed that we have registered your complaint, and we will provide a response either by phone, email or letter.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. <a href="https://www.portsmouthwater.co.uk/customer-services/complaints-about-our-service/">Find out more about our complaints process</a>.</span>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h2>Code of Practice</h2>\r\nOur Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help. <a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Access our Code of Practice.</a>', 'Service Standards', '', 'inherit', 'closed', 'closed', '', '1911-revision-v1', '', '', '2025-10-27 10:30:03', '2025-10-27 10:30:03', '', 1911, 'https://www.portsmouthwater.co.uk/?p=15746', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15747, 24, '2025-10-27 10:35:58', '2025-10-27 10:35:58', '<h1>Guaranteed Service Standards</h1>\r\n<h2>Your Good Service Guarantee</h2>\r\nWe have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.\r\n\r\nDetails of our Guaranteed Standards Scheme are given below.\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Supply interruptions"]Where a property suffers a supply interruption of more than 12 hours, on more than three occasions in a 12 month period, a payment will be made.[/accordion_item]\r\n\r\n[accordion_item title="Notice of planned supply interruption"]\r\n\r\n<span data-contrast="auto">If your supply needs to be turned off for planned maintenance or other necessary work, we will give you reasonable notice of the date and time that we expect the water supply to be turned off and restored.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If the water supply is going to be turned off for more that 4 hours, we will provide you with this notice at least 48 hours in advance of the supply interruption. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to provide you with reasonable notice of a planned interruption to your supply, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">As part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">These interruptions usually last less than half an hour. If this is likely to cause you a specific problem, please contact us on </span><a href="mailto:hi@portsmouthwater.co.uk"><span data-contrast="none">hi@portsmouthwater.co.uk</span></a><span data-contrast="auto"> or </span><span data-contrast="none">023 9249 9666</span><span data-contrast="auto">. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.</span>[/accordion_item]\r\n\r\n[accordion_item title="Restoration of water supplies"]\r\n\r\n<span data-contrast="auto">For planned interruptions, if we fail to restore the supply by the period detailed in our notice, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">For emergencies, where the water supply is interrupted for more than 12 hours, a compensation payment of £50 will be automatically applied to your account. </span>\r\n\r\n<span data-contrast="auto">Further compensation payments of £50 will be automatically applied to your account for every 12 hour period you remain impacted by a supply interruption. Compensation payments are limited to a maximum of a customer’s annual water supply charge.</span>[/accordion_item]\r\n\r\n[accordion_item title="Minimum pressure standard"]\r\n\r\n<span data-contrast="auto">We aim to maintain a minimum pressure of water in a communication pipe at 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a compensation payment of £50 will normally be automatically be applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">However, sometimes it may not be possible for us to identify impacted customers. In this situation you can make a claim within 3 months of last low pressure event.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.</span>[/accordion_item]\r\n\r\n[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]\r\n\r\n<span data-contrast="auto">If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you write to ask us to change the way you pay your bill, and we find we cannot make the change, we will let you know within 5 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet these commitments, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">We offer customers an online customer portal where you can view your bills, balance, make a payment and update any specific needs. You can do this by clicking “Register/Log in to your online account” at the top of this page, or visit myaccount.portsmouthwater.co.uk</span>\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Household customers that owe Portsmouth Water money"]\r\n\r\n<span data-contrast="auto">If you have fallen behind in making payments to us, and we plan to either register a default notice with a single or multiple Credit Reference Agencies, or commence court proceedings, we will send you an outstanding charging notice.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">This notice will provide you with all the information you need to help you understand the outstanding amount, the period to which the charges relate to and how you can contact us. Following this notice we will not progress with any default registrations or court proceedings for 30 calendar days.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you do not contact us or make a payment, we will send you a second outstanding charging notice giving you further opportunity to contact us and discuss or resolve the outstanding balance.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £150 will be automatically applied to your account.</span><span data-ccp-props="{}">[/accordion_item]</span>\r\n\r\n<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Moving to measured charging for supply of water"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you request for a meter to be installed at your property, we will install the water meter within 8 weeks from the date of your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to install the water meter within 8 weeks, a compensation payment will be made. The amount will be for the value of the water bill you have paid between the end of the 8 week period, and the date the meter was actually installed.</span><span data-ccp-props="{}">[/accordion_item]</span>\r\n\r\n<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Reading meters"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">For older, analogue meters, we usually take a meter read every 6 months for billing purposes. Sometimes we may not be able to take a meter reading and your bill may be estimated. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">From 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October we are committing to taking at least one actual meter reading in a 13 month period. The 13 month period commences from either 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October, if the meter was installed prior to this date, or from the meter installation date. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. If we continue to fail to take an actual meter reading, an additional compensation payment of £80 will be made for each 13 month period that an actual meter reading is not taken. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">There are some circumstances which mean we are not able to read the meter, for example, if a customer refuses to give us access to the meter, or it is obstructed. In these instances, no compensation payment is due.[/accordion_item]</span>\r\n\r\n[accordion_item title="Complaints"]\r\n\r\n<span data-contrast="auto">We aim to respond to complaints within 5 working days but commit to providing a response within 10 working days, beginning the day after the complaint is received.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">You will be informed that we have registered your complaint, and we will provide a response either by phone, email or letter.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. <a href="https://www.portsmouthwater.co.uk/customer-services/complaints-about-our-service/">Find out more about our complaints process</a>.</span>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h2>Code of Practice</h2>\r\nOur Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help. <a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Access our Code of Practice.</a>', 'Service Standards', '', 'inherit', 'closed', 'closed', '', '1911-revision-v1', '', '', '2025-10-27 10:35:58', '2025-10-27 10:35:58', '', 1911, 'https://www.portsmouthwater.co.uk/?p=15747', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15748, 24, '2025-10-27 10:38:23', '2025-10-27 10:38:23', '<h1>Guaranteed Service Standards</h1>\r\n<h2>Your Good Service Guarantee</h2>\r\nWe have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.\r\n\r\nDetails of our Guaranteed Standards Scheme are given below.\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Supply interruptions"]Where a property suffers a supply interruption of more than 12 hours, on more than three occasions in a 12 month period, a payment will be made.[/accordion_item]\r\n\r\n[accordion_item title="Notice of planned supply interruption"]\r\n\r\n<span data-contrast="auto">If your supply needs to be turned off for planned maintenance or other necessary work, we will give you reasonable notice of the date and time that we expect the water supply to be turned off and restored.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If the water supply is going to be turned off for more that 4 hours, we will provide you with this notice at least 48 hours in advance of the supply interruption. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to provide you with reasonable notice of a planned interruption to your supply, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">As part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">These interruptions usually last less than half an hour. If this is likely to cause you a specific problem, please contact us on </span><a href="mailto:hi@portsmouthwater.co.uk"><span data-contrast="none">hi@portsmouthwater.co.uk</span></a><span data-contrast="auto"> or </span><span data-contrast="none">023 9249 9666</span><span data-contrast="auto">. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.</span>[/accordion_item]\r\n\r\n[accordion_item title="Restoration of water supplies"]\r\n\r\n<span data-contrast="auto">For planned interruptions, if we fail to restore the supply by the period detailed in our notice, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">For emergencies, where the water supply is interrupted for more than 12 hours, a compensation payment of £50 will be automatically applied to your account. </span>\r\n\r\n<span data-contrast="auto">Further compensation payments of £50 will be automatically applied to your account for every 12 hour period you remain impacted by a supply interruption. Compensation payments are limited to a maximum of a customer’s annual water supply charge.</span>[/accordion_item]\r\n\r\n[accordion_item title="Minimum pressure standard"]\r\n\r\n<span data-contrast="auto">We aim to maintain a minimum pressure of water in a communication pipe at 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a compensation payment of £50 will normally be automatically be applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">However, sometimes it may not be possible for us to identify impacted customers. In this situation you can make a claim within 3 months of last low pressure event.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.</span>[/accordion_item]\r\n\r\n[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]\r\n\r\n<span data-contrast="auto">If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you write to ask us to change the way you pay your bill, and we find we cannot make the change, we will let you know within 5 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet these commitments, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">We offer customers an online customer portal where you can view your bills, balance, make a payment and update any specific needs. You can do this by clicking “Register/Log in to your online account” at the top of this page, or visit myaccount.portsmouthwater.co.uk</span>\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Core Priority Services"]\r\n\r\n<span data-contrast="auto">Our Priority Services Register (PSR) lets us know about additional support you may need with billing or in an incident. You will also be added to our Core Priority Services Register if you have told us you:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">require constant access to water</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">need us to provide bills in an alternative format such as large print or braille</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">have a nominee in place</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n<span data-contrast="auto">When you are added to our Core Priority Services Register, we will write to you in 30 days to let you know about the support you will receive. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we don’t do this, or don’t deliver the service we have committed to, a compensation amount of £100 will be automatically applied to your account.[/accordion_item]</span>\r\n\r\n[accordion_item title="Water quality notices"]\r\n\r\n<span data-contrast="auto">On extremely rare occasions, we</span> <span data-contrast="auto">may have to issue you with a water quality notice. If this happens, you may need to restrict or change how you use your water. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If the quality of your water supply has not been restored after 48 hours of the notice being issued, a compensation payment will be made. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. If the quality of your water supply continues not to be restored, additional compensation payments of £20 will be made for each 24 hour period after the initial 48 hour period. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">There are some circumstances in which a payment will not be made for example If the water supply was polluted or contaminated by the customer or if the notice is served due to drought or immediately following a period of drought.[/accordion_item]</span>\r\n\r\n[accordion_item title="Household customers that owe Portsmouth Water money"]\r\n\r\n<span data-contrast="auto">If you have fallen behind in making payments to us, and we plan to either register a default notice with a single or multiple Credit Reference Agencies, or commence court proceedings, we will send you an outstanding charging notice.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">This notice will provide you with all the information you need to help you understand the outstanding amount, the period to which the charges relate to and how you can contact us. Following this notice we will not progress with any default registrations or court proceedings for 30 calendar days.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you do not contact us or make a payment, we will send you a second outstanding charging notice giving you further opportunity to contact us and discuss or resolve the outstanding balance.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £150 will be automatically applied to your account.</span><span data-ccp-props="{}">[/accordion_item]</span>\r\n\r\n<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Moving to measured charging for supply of water"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you request for a meter to be installed at your property, we will install the water meter within 8 weeks from the date of your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to install the water meter within 8 weeks, a compensation payment will be made. The amount will be for the value of the water bill you have paid between the end of the 8 week period, and the date the meter was actually installed.</span><span data-ccp-props="{}">[/accordion_item]</span>\r\n\r\n<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Reading meters"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">For older, analogue meters, we usually take a meter read every 6 months for billing purposes. Sometimes we may not be able to take a meter reading and your bill may be estimated. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">From 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October we are committing to taking at least one actual meter reading in a 13 month period. The 13 month period commences from either 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October, if the meter was installed prior to this date, or from the meter installation date. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. If we continue to fail to take an actual meter reading, an additional compensation payment of £80 will be made for each 13 month period that an actual meter reading is not taken. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">There are some circumstances which mean we are not able to read the meter, for example, if a customer refuses to give us access to the meter, or it is obstructed. In these instances, no compensation payment is due.[/accordion_item]</span>\r\n\r\n[accordion_item title="Complaints"]\r\n\r\n<span data-contrast="auto">We aim to respond to complaints within 5 working days but commit to providing a response within 10 working days, beginning the day after the complaint is received.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">You will be informed that we have registered your complaint, and we will provide a response either by phone, email or letter.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. <a href="https://www.portsmouthwater.co.uk/customer-services/complaints-about-our-service/">Find out more about our complaints process</a>.</span>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h2>Code of Practice</h2>\r\nOur Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help. <a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Access our Code of Practice.</a>', 'Service Standards', '', 'inherit', 'closed', 'closed', '', '1911-revision-v1', '', '', '2025-10-27 10:38:23', '2025-10-27 10:38:23', '', 1911, 'https://www.portsmouthwater.co.uk/?p=15748', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15749, 1, '2025-10-27 15:04:52', '2025-10-27 15:04:52', '<strong>Tuesday 2 December, 3-6pm: The Drayton Centre, 238 Havant Rd, Drayton, Portsmouth PO6 1PA</strong>\r\n\r\nMeet the team, ask your questions, and find out more about what’s happening in your area.', 'Drayton community event - 2nd December 2025', '', 'publish', 'closed', 'open', '', 'drayton-community-event-2nd-december-2025', '', '', '2025-10-27 15:04:52', '2025-10-27 15:04:52', '', 0, 'https://www.portsmouthwater.co.uk/?p=15749', 9, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15750, 1, '2025-10-27 15:04:52', '2025-10-27 15:04:52', '<strong>Tuesday 2 December, 3-6pm: The Drayton Centre, 238 Havant Rd, Drayton, Portsmouth PO6 1PA</strong>\r\n\r\nMeet the team, ask your questions, and find out more about what’s happening in your area.', 'Drayton community event - 2nd December 2025', '', 'inherit', 'closed', 'closed', '', '15749-revision-v1', '', '', '2025-10-27 15:04:52', '2025-10-27 15:04:52', '', 15749, 'https://www.portsmouthwater.co.uk/?p=15750', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15751, 1, '2025-10-27 17:37:18', '2025-10-27 17:37:18', 'We\'re speaking at the Green Partnership event at Lakeside North Harbour on the 18<sup>th</sup>November. The event is running from 9-1.30 with speakers starting from 10 am. John Pickford, our Commercial Director is speaking about Climate Adaptation - Water and Heat with a session on \'Thinking differently, how the climate challenge is shaping a new business as usual\'. Please join the Green Partnership event to find out more about decarbonising and accelerating adaptation action for a changing climate, and how this collaboration works to create resilience for business and ensuring Portsmouth is a Great Waterfront City to live and work in.', 'Green Partnership presents Climate Ready Portsmouth - November 18th 2025', '', 'publish', 'closed', 'open', '', 'green-partnership-presents-climate-ready-portsmouth-november-18th-2025', '', '', '2025-10-27 17:37:18', '2025-10-27 17:37:18', '', 0, 'https://www.portsmouthwater.co.uk/?p=15751', 8, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15752, 1, '2025-10-27 17:37:18', '2025-10-27 17:37:18', 'We\'re speaking at the Green Partnership event at Lakeside North Harbour on the 18<sup>th</sup>November. The event is running from 9-1.30 with speakers starting from 10 am. John Pickford, our Commercial Director is speaking about Climate Adaptation - Water and Heat with a session on \'Thinking differently, how the climate challenge is shaping a new business as usual\'. Please join the Green Partnership event to find out more about decarbonising and accelerating adaptation action for a changing climate, and how this collaboration works to create resilience for business and ensuring Portsmouth is a Great Waterfront City to live and work in.', 'Green Partnership presents Climate Ready Portsmouth - November 18th 2025', '', 'inherit', 'closed', 'closed', '', '15751-revision-v1', '', '', '2025-10-27 17:37:18', '2025-10-27 17:37:18', '', 15751, 'https://www.portsmouthwater.co.uk/?p=15752', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15754, 1, '2025-10-27 17:39:59', '2025-10-27 17:39:59', '', 'Community Events', '', 'publish', 'closed', 'closed', '', 'community-events-2', '', '', '2025-10-27 17:39:59', '2025-10-27 17:39:59', '', 2253, 'https://www.portsmouthwater.co.uk/?p=15754', 4, 'nav_menu_item', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15755, 1, '2026-01-29 09:17:26', '2025-10-27 17:40:33', '', 'Community Events', '', 'publish', 'closed', 'closed', '', 'community-events-3', '', '', '2026-01-29 09:17:26', '2026-01-29 09:17:26', '', 2253, 'https://www.portsmouthwater.co.uk/?p=15755', 25, 'nav_menu_item', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15756, 1, '2025-10-27 17:43:09', '2025-10-27 17:43:09', '', 'BPS Statement of Investment Principles 2025', '', 'inherit', 'closed', 'closed', '', 'brockhampton-pension-scheme-sip-2025', '', '', '2025-10-27 17:43:22', '2025-10-27 17:43:22', '', 10174, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Brockhampton-Pension-Scheme-SIP-2025.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15757, 1, '2025-10-27 17:43:32', '2025-10-27 17:43:32', 'Welcome to the Brockhampton Pension Scheme Member Webpage – please click the links below to view the relevant information:\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2023/12/BPS-Implementation-Statement-2023.pdf">BPS Implementation Statement 2023</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/01/BPS-Member-Booklet-Wording-2023.pdf" target="_blank" rel="noopener">BPS 2023 Spotlight on Pension Member Booklet - Dec 23</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Brockhampton-Pension-Scheme-SIP-2025.pdf" target="_blank" rel="noopener">BPS Statement of Investment Principles 2025</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/09/BPS-Privacy-Notice-December-2023.pdf" target="_blank" rel="noopener">BPS Privacy Notice - December 2023</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/01/Useful-Contacts-2024.pdf">Useful Contacts 2024</a>', 'Brockhampton Pension Scheme', '', 'inherit', 'closed', 'closed', '', '10174-revision-v1', '', '', '2025-10-27 17:43:32', '2025-10-27 17:43:32', '', 10174, 'https://www.portsmouthwater.co.uk/?p=15757', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15758, 1, '2025-10-29 10:32:12', '2025-10-29 10:32:12', '', 'Useful Contacts 2025', '', 'inherit', 'closed', 'closed', '', 'useful-contacts-2025', '', '', '2025-10-29 10:32:21', '2025-10-29 10:32:21', '', 10174, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Useful-Contacts-2025.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15759, 1, '2025-10-29 10:32:58', '2025-10-29 10:32:58', 'Welcome to the Brockhampton Pension Scheme Member Webpage – please click the links below to view the relevant information:\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2023/12/BPS-Implementation-Statement-2023.pdf">BPS Implementation Statement 2023</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/01/BPS-Member-Booklet-Wording-2023.pdf" target="_blank" rel="noopener">BPS 2023 Spotlight on Pension Member Booklet - Dec 23</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Brockhampton-Pension-Scheme-SIP-2025.pdf" target="_blank" rel="noopener">BPS Statement of Investment Principles 2025</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/09/BPS-Privacy-Notice-December-2023.pdf" target="_blank" rel="noopener">BPS Privacy Notice - December 2023</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Useful-Contacts-2025.pdf" target="_blank" rel="noopener">Useful Contacts 2025</a>', 'Brockhampton Pension Scheme', '', 'inherit', 'closed', 'closed', '', '10174-revision-v1', '', '', '2025-10-29 10:32:58', '2025-10-29 10:32:58', '', 10174, 'https://www.portsmouthwater.co.uk/?p=15759', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15760, 24, '2025-10-29 12:13:26', '2025-10-29 12:13:26', '<h1>Guaranteed Service Standards</h1>\r\n<h2>Your Good Service Guarantee</h2>\r\nWe have a Guaranteed Standards Scheme for our customers, which puts in writing the minimum standards we aim to meet. If we fail to meet the standards we will pay you compensation.\r\n\r\nDetails of our Guaranteed Standards Scheme are given below.\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="Appointments"]If we have to make an appointment to visit you, we will make a morning or afternoon appointment (before or after 12pm) on a specific day, Monday to Friday. If requested, we can make an appointment for a 2 hour period. If we cannot keep the appointment we will let you know at least 24 hours in advance either in writing or by telephone.\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not keep to the appointment that has been made, or we cancel the appointment with less than 24 hours’ notice, a compensation amount of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">In some scenarios a payment will not be made, for example:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If you cancel the appointment</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we cancel the appointment giving at least 24 hours’ notice</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to severe weather</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep the appointment due to industrial action by the company’s employees</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="2" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">If we are not able to keep appointment due to an act or default of a person other than the company’s representative.</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Notice of planned supply interruption"]\r\n\r\n<span data-contrast="auto">If your supply needs to be turned off for planned maintenance or other necessary work, we will give you reasonable notice of the date and time that we expect the water supply to be turned off and restored.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If the water supply is going to be turned off for more that 4 hours, we will provide you with this notice at least 48 hours in advance of the supply interruption. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to provide you with reasonable notice of a planned interruption to your supply, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">As part of our programme for checking leaks we sometimes turn off sections of mains pipe at night in a programmed way to identify the sections leaking. We usually do this between midnight and 5 o’clock in the morning.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">These interruptions usually last less than half an hour. If this is likely to cause you a specific problem, please contact us on </span><a href="mailto:hi@portsmouthwater.co.uk"><span data-contrast="none">hi@portsmouthwater.co.uk</span></a><span data-contrast="auto"> or </span><span data-contrast="none">023 9249 9666</span><span data-contrast="auto">. Because the disruption is slight we won’t tell you in advance nor do we regard this as a failure to meet standards.</span>[/accordion_item]\r\n\r\n[accordion_item title="Restoration of water supplies"]\r\n\r\n<span data-contrast="auto">For planned interruptions, if we fail to restore the supply by the period detailed in our notice, a compensation payment of £50 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">For emergencies, where the water supply is interrupted for more than 12 hours, a compensation payment of £50 will be automatically applied to your account. </span>\r\n\r\n<span data-contrast="auto">Further compensation payments of £50 will be automatically applied to your account for every 12 hour period you remain impacted by a supply interruption. Compensation payments are limited to a maximum of a customer’s annual water supply charge.</span>[/accordion_item]\r\n\r\n[accordion_item title="Minimum pressure standard"]\r\n\r\n<span data-contrast="auto">We aim to maintain a minimum pressure of water in a communication pipe at 10 metres static head. In the event of pressure falling below 7 metres on two occasions, for more than one hour, within a 28 day period, a compensation payment of £50 will normally be automatically be applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">However, sometimes it may not be possible for us to identify impacted customers. In this situation you can make a claim within 3 months of last low pressure event.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you feel you have a problem with your pressure please contact our Head Office. We will investigate the matter free of charge and report back to you.</span>[/accordion_item]\r\n\r\n[accordion_item title="Responses to enquiries about bills and/or alternative methods of payment"]\r\n\r\n<span data-contrast="auto">If you write to us with a query about the correctness of your account we will answer the query within 10 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you write to ask us to change the way you pay your bill, and we find we cannot make the change, we will let you know within 5 working days of receiving your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet these commitments, a compensation amount of £40 will be automatically applied to your account. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">We offer customers an online customer portal where you can view your bills, balance, make a payment and update any specific needs. You can do this by clicking “Register/Log in to your online account” at the top of this page, or visit myaccount.portsmouthwater.co.uk</span>\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Core Priority Services"]\r\n\r\n<span data-contrast="auto">Our Priority Services Register (PSR) lets us know about additional support you may need with billing or in an incident. You will also be added to our Core Priority Services Register if you have told us you:</span><span data-ccp-props="{}"> </span>\r\n<ul>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">require constant access to water</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">need us to provide bills in an alternative format such as large print or braille</span><span data-ccp-props="{}"> </span></li>\r\n 	<li aria-setsize="-1" data-leveltext="" data-font="Symbol" data-listid="1" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">have a nominee in place</span><span data-ccp-props="{}"> </span></li>\r\n</ul>\r\n<span data-contrast="auto">When you are added to our Core Priority Services Register, we will write to you in 30 days to let you know about the support you will receive. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we don’t do this, or don’t deliver the service we have committed to, a compensation amount of £100 will be automatically applied to your account.[/accordion_item]</span>\r\n\r\n[accordion_item title="Water quality notices"]\r\n\r\n<span data-contrast="auto">On extremely rare occasions, we</span> <span data-contrast="auto">may have to issue you with a water quality notice. If this happens, you may need to restrict or change how you use your water. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If the quality of your water supply has not been restored after 48 hours of the notice being issued, a compensation payment will be made. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. If the quality of your water supply continues not to be restored, additional compensation payments of £20 will be made for each 24 hour period after the initial 48 hour period. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">There are some circumstances in which a payment will not be made for example If the water supply was polluted or contaminated by the customer or if the notice is served due to drought or immediately following a period of drought.[/accordion_item]</span>\r\n\r\n[accordion_item title="Household customers that owe Portsmouth Water money"]\r\n\r\n<span data-contrast="auto">If you have fallen behind in making payments to us, and we plan to either register a default notice with a single or multiple Credit Reference Agencies, or commence court proceedings, we will send you an outstanding charging notice.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">This notice will provide you with all the information you need to help you understand the outstanding amount, the period to which the charges relate to and how you can contact us. Following this notice we will not progress with any default registrations or court proceedings for 30 calendar days.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you do not contact us or make a payment, we will send you a second outstanding charging notice giving you further opportunity to contact us and discuss or resolve the outstanding balance.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £150 will be automatically applied to your account.</span><span data-ccp-props="{}">[/accordion_item]</span>\r\n\r\n<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Moving to measured charging for supply of water"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If you request for a meter to be installed at your property, we will install the water meter within 8 weeks from the date of your request.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we fail to install the water meter within 8 weeks, a compensation payment will be made. The amount will be for the value of the water bill you have paid between the end of the 8 week period, and the date the meter was actually installed.</span><span data-ccp-props="{}">[/accordion_item]</span>\r\n\r\n<span class="TextRun SCXW239244386 BCX8" lang="EN-GB" xml:lang="EN-GB" data-contrast="none"><span class="NormalTextRun SCXW239244386 BCX8">[accordion_item title="Reading meters"]</span></span><span class="EOP SCXW239244386 BCX8" data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">For older, analogue meters, we usually take a meter read every 6 months for billing purposes. Sometimes we may not be able to take a meter reading and your bill may be estimated. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">From 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October we are committing to taking at least one actual meter reading in a 13 month period. The 13 month period commences from either 1</span><span data-contrast="auto">st</span><span data-contrast="auto"> October, if the meter was installed prior to this date, or from the meter installation date. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. If we continue to fail to take an actual meter reading, an additional compensation payment of £80 will be made for each 13 month period that an actual meter reading is not taken. </span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">There are some circumstances which mean we are not able to read the meter, for example, if a customer refuses to give us access to the meter, or it is obstructed. In these instances, no compensation payment is due.[/accordion_item]</span>\r\n\r\n[accordion_item title="Complaints"]\r\n\r\n<span data-contrast="auto">We aim to respond to complaints within 5 working days but commit to providing a response within 10 working days, beginning the day after the complaint is received.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">You will be informed that we have registered your complaint, and we will provide a response either by phone, email or letter.</span><span data-ccp-props="{}"> </span>\r\n\r\n<span data-contrast="auto">If we do not meet this commitment, a compensation amount of £40 will be automatically applied to your account. <a href="https://www.portsmouthwater.co.uk/customer-services/complaints-about-our-service/">Find out more about our complaints process</a>.</span>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h2>Code of Practice</h2>\r\nOur Code of Practice informs you of the main services we provide, our commitment to our domestic customers and tells you where and how to get advice and help. <a href="https://www.portsmouthwater.co.uk/customer-services/customer-information/">Access our Code of Practice.</a>', 'Service Standards', '', 'inherit', 'closed', 'closed', '', '1911-revision-v1', '', '', '2025-10-29 12:13:26', '2025-10-29 12:13:26', '', 1911, 'https://www.portsmouthwater.co.uk/?p=15760', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15761, 24, '2025-11-03 14:29:40', '2025-11-03 14:29:40', '[caption id="attachment_14749" align="alignright" width="200"]<img class="size-medium wp-image-14749" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/06/PWLOWRESJPEG-06636-200x300.jpg" alt="Water sampling at Farlington Water Treatment Works" width="200" height="300" /> Water sampling at Farlington Water Treatment Works[/caption]\r\n<h4>Drinking Water Quality is important to us all.</h4>\r\nTo find out more about Water Quality Standards, the monitoring we do and the major issues affecting water quality, click the Headings below.\r\n<h4>Water Quality in Your Area</h4>\r\nOver the past few years, we have seen an increase in enquiries about water quality due to national news coverage about the topic and increased cases of misinformation spreading online.\r\n\r\nPlease be assured our water is safe to drink. We have extensive measures in place, at every stage of our water treatment process, to make sure that the water we supply to your taps is clean, high quality and above all, safe to drink. We take and test over 40,000 water samples each year and measure over 50 markers to ensure the water is compliant. These samples must meet the strict standards set out by our independent regulator, the Drinking Water Inspectorate.\r\n\r\nIf we ever identified a water quality issue within our area, this would be picked up quickly and we would issue appropriate advice directly to our customers through physical cards, our website and via both social and conventional media.\r\n<h4>A little more information</h4>\r\nAll of our water from the aquifers and springs beneath the South Downs. Before this water is supplied to homes, it is first treated to strict drinking water standards at one of our Water Treatment Works.\r\n\r\nWhere necessary, we make use of specialised treatments like membrane filtration, UV technology, and chlorination to remove any risk to our customers. We also carefully monitor our water sources and the catchments which supply them and carry out risk assessments at every stage of the process. These rigorous procedures and treatment methods are in place to ensure all water you receive from us is clean, high quality, and fully safe to drink.\r\n\r\nThe issues covered in the national news pose no risk to customers in our supply area, we will directly contact customers if this was ever a cause of concern.\r\n\r\nno-repeat;center top;;\r\nauto\r\n\r\nWhat is the Hardness of my Water?: Our water is mainly derived from the chalk of the South Downs - it is excellent quality, but its chalk source means that it is moderately hard. Water hardness comes from naturally occurring calcium and magnesium salts, dissolved from the chalk as the water passes through it. These natural salts give the water a crisp, pleasant and fresh taste and in addition, calcium and magnesium are essential minerals in our diet, making our water some of the best quality drinking water in the country. If you would like any further information relating to hardness please download our <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2022/03/WATER-HARDNESS-LIMESCALE.pdf">Water Hardness Advice Leaflet here</a>.\r\n\r\nSometimes it can be important to know the exact water hardness in your area, particularity if you are purchasing new household appliances such as a dishwasher or washing machine. Use our app to find out the hardness of your water - <a href="https://www.portsmouthwater.co.uk/about-us/water-quality/hardness-water-quality-results-in-your-area/">click here </a>\r\n\r\nMy tap water tastes or smells of Chlorine, Chemical Disinfectant or TCP. Is there anything I can do?: [video_embed video=\\"xVH9j_NXTLI\\" parameters=\\"&amp;rel=0\\" mp4=\\"\\" ogv=\\"\\" placeholder=\\"\\" html5_parameters=\\"\\" width=\\"700\\" height=\\"400\\"]\r\n\r\nWe add chlorine at our water treatment works to make sure the public water supply is safe to drink.\r\n\r\nSometimes you may notice a change in the taste or smell of your drinking water.\r\n\r\nThe water is often described as having a TCP, antiseptic, metallic, chemical, medicinal or bitter taste or smell to it. It\\\'s noticeable when you first run the tap, in boiled drinks, or when a glass of water has stood for a period of time.\r\n\r\nFurther advice on causes and what you can do to help can be found in our advice sheet ‘My tap water tastes or smells of medicine, chemical, disinfectant or TCP’ and can be downloaded <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2015/02/WQ_TASTE-SMELL.pdf" target="_blank" rel="noopener noreferrer">here</a>.\r\n\r\nMy tap water is cloudy, is there anything wrong with it?: Drinking water can sometimes appear \\\'milky\\\' or \\\'cloudy\\\' when first drawn from the tap. This is usually caused by air and generally disappears after a short time. Although unsightly, the air in the water is not harmful.\r\n\r\nFurther advice on causes and what you can do to help can be found in our video or our advice sheet ‘My tap water is cloudy’ which can be downloaded <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2020/10/Tap-water-is-cloudy.pdf">here</a>\r\n\r\n[video_embed video=\\"dn2Lh4oGN2E\\" parameters=\\"&amp;rel=0\\" mp4=\\"\\" ogv=\\"\\" placeholder=\\"\\" html5_parameters=\\"\\" width=\\"700\\" height=\\"400\\"]\r\n\r\nMy tap water is discoloured or I’ve noticed bits, stains or slime in my water. Is there anything wrong with it?: Drinking water is normally clear and bright in appearance but very occasionally for a brief period it may appear discoloured or contain particles.\r\n\r\nThis maybe because we are carrying out some maintenance or repair work in your area, for example following a burst main.\r\n\r\nSometimes the discoloration can also be caused by internal plumbing. Further advice on causes and what you can do to help can be found in our advice sheets:\r\n\r\n\\\'My tap water is discoloured\\\' and can be downloaded <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2020/10/Water-is-Discoloured.pdf">here</a>\r\n\r\n\\\'‘I’ve noticed bits, stains or slime in my water\\\' and can be downloaded <a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2020/10/Water-has-stains-or-slime.pdf">here</a>\r\n\r\naccordion\r\n<h4>The Facts About Drinking Water Quality</h4>\r\nPortsmouth Water has a long record of providing safe drinking water to the population of Portsmouth and the surrounding areas. The safety of the drinking water supply will always remain one of our principal objectives.\r\n\r\nThe greatest health risk associated with drinking water still arises from bacterial contamination. In the UK, only 150 years ago, contaminated water caused many outbreaks of waterborne disease such as typhoid, cholera and dysentery. In the western world these diseases have been virtually eliminated with modern treatment methods and in particular the introduction of chlorine as a disinfection agent. In the Third World unsafe drinking water remains one of the major causes of disease.\r\n\r\nAll drinking water contains some naturally occurring chemicals. The concept of PURE WATER would imply the absence of everything except H2O. If you drank a glass of pure water you would find it very flat and uninteresting. It\\\'s the natural minerals that give drinking water its taste. Drinking water taken from different parts of the UK can taste very different because of the varying natural minerals in each supply.\r\n\r\nMost of Portsmouth\\\'s supplies originate from the chalk of the South Downs and these naturally contain the hardness salts of calcium and magnesium and traces of other minerals. Hardness salts fur up your kettle but many people consider that they also make the water more palatable. There are some substances - nitrates for example - which would cause concern if present in large amounts. So we carefully monitor levels and strictly follow the advice of the Government\\\'s Drinking Water Inspectorate who regularly audit our work.\r\nno-repeat;center top;;\r\nauto\r\n\r\nCatchment Management: Portsmouth Water abstracts groundwater found within the Chalk rock of the South Downs to supply public drinking water in your area. Around 85% of the water we supply comes directly from groundwater, sourced from boreholes or springs, with the remaining 15% being derived from the River Itchen - itself being groundwater fed.\r\n\r\n<img src="/wp-content/uploads/2019/04/image1.png" alt="Catchment Management" />\r\n\r\nThe water we supply to our consumers has to meet strict drinking water standards which provide specific limits on a number of pollutants, including nitrates and pesticides. The quality of water abstracted from our sources is influenced by the land practices in our catchments, such as the use of artificial fertilisers which are predominantly derived from agriculture.\r\n\r\nThe traditional ‘end of pipe’ solution for dealing with these impurities is to build large treatment works. However, these are expensive to construct and operate and do not provide benefit to either the environment or our customers.\r\n<h2>Our primary risk</h2>\r\nNitrate concentrations are rising in the groundwater within a number of the Company’s groundwater catchments. We have 11 catchments which are designated drinking water Safeguard Zones (SgZs) by the Environment Agency. Within these zones certain practices must be managed carefully to prevent the pollution of groundwaters which are used to provide drinking water for the local population.\r\n\r\nAt present the risk of high nitrate concentrations in drinking water is being managed by blending the water from high nitrate sources with water from lower nitrate sources. However, with increasing concentrations at some low nitrate sources there is a risk that some of the options for blending will not be feasible in the future. This would result in the need for nitrate removal plants to be constructed, at significant cost.\r\n\r\nPortsmouth Water has been implementing a Catchment Management programme since 2008 to address potential future failures of the nitrate standard and to protect our drinking water sources from pollution, and therefore prevent the requirement to construct nitrate removal plants.\r\n\r\nThe reasons we have chosen to undertake catchment management are:\r\n\r\nit is more cost effective and sustainable than constructing and operating nitrate removal plants;\r\n\r\nit offers wider environmental benefits;\r\n\r\nwe can work with the local community to tackle these problems at source rather than at end of the pipe solutions.\r\n<h2>Our approach</h2>\r\nWe work with farmers and landowners in our groundwater catchments by promoting a voluntary uptake of best management practices and services, so to reduce the impact of activities not only to the groundwater we abstract but also the local water environments.\r\n\r\nOur main ‘on ground action’ is delivered through the Downs and Harbours Clean Water Partnership <a href="http://www.cleanwaterpartnership.co.uk" target="_blank" rel="noopener noreferrer">www.cleanwaterpartnership.co.uk</a>. This partnership has been running since 2008 between Portsmouth Water, the Environment Agency and Natural England to proactively tackle diffuse pollution affecting the quality of groundwater, surface and coastal waters on West Sussex and East Hampshire.\r\n\r\n<img src="/wp-content/uploads/2019/04/iamges2.jpg" alt="Catchment Management" />\r\n\r\nWe offer a range of services to farmers and landowners in our area including:\r\n\r\nfree 1:1 confidential on-farm advice\r\n\r\nfree workshops and events\r\n\r\nsubsided advice for Mid-tier Countryside Stewardship applications\r\n\r\nPortsmouth Water’s Capital Grant Scheme (<a href="/wp-content/uploads/2019/04/1.-CAPITAL-GRANT-SCHEME-BOOKLET.pdf" target="_blank" rel="noopener noreferrer">to find out more click here</a>)\r\n\r\nAnd lots more…. For more information visit the D&amp;H’s website by clicking on the icon below.\r\n\r\n<a href="https://www.cleanwaterpartnership.co.uk/" target="_blank" rel="noopener noreferrer"><img src="/wp-content/uploads/2019/04/images3.png" alt="Catchment Management" /></a>\r\n\r\nIn addition to the ‘on ground ‘ work delivered by the partnership Portsmouth Water will also be developing a ‘Payment for Ecosystem Services’ Scheme for the period 2020-2025 , in which Portsmouth Water will look to subsidise farmers and landowners to change their land management practices to provide an ecosystem service(s) which benefits water quality.\r\n\r\nThere will also be more focus and support for equine establishments as it is believed that this activity maybe contributing to localised high nutrient loading of surface waters and groundwaters. We can offer free services including free 1:1 visits on paddock management, soil management and manure management as well as subsided capital grants for infrastructure improvements under our <a href="/wp-content/uploads/2019/04/1.-CAPITAL-GRANT-SCHEME-BOOKLET.pdf" target="_blank" rel="noopener noreferrer">Capital Grant Scheme</a>. For more information please take a look at our <a href="/wp-content/uploads/2019/04/EQUINE-LEAFLET.pdf" target="_blank" rel="noopener noreferrer">Equine leaflet</a> and visit the Downs &amp; Harbours <a href="https://www.cleanwaterpartnership.co.uk/" target="_blank" rel="noopener noreferrer">Clean Water Partnership website</a>.\r\n<h2>Other risks</h2>\r\nAnother key risk to groundwater is oil contamination from heating oil storage. Over recent years there have been an increasing number of pollution incidents in our catchments caused by faulty or badly maintained heating oil tanks, poor or faulty pipework and from criminal activity, especially related to the attempted theft of fuel oil.\r\n\r\nIn an attempt to reduce the risk from domestic oil storage, Portsmouth Water have embarked on an initiative to increase the awareness to the wider public of the hazards posed to local drinking water supplies, provide advice on how to prevent spills, leaks and thefts occurring, and what to do in the event of a leak or spill. For future information and advice please take some time to look at our advice leaflet, by <a href="/wp-content/uploads/2019/04/OIL-STORAGE-LEAFLET_2018.pdf" target="_blank" rel="noopener noreferrer">clicking here</a>.\r\n\r\n<a href="/wp-content/uploads/2019/04/OIL-STORAGE-LEAFLET_2018.pdf" target="_blank" rel="noopener noreferrer"><img src="https://www.portsmouthwater.co.uk/wp-content/uploads/2019/04/OIL-STORAGE-LEAFLET_2018-1.jpg" alt="" /></a>\r\n\r\nWe also offer a 50% subsidy towards replacement works of heating oil set ups deemed to pose a risk to groundwater. This subsidy is available to properties within our catchments, please see our leaflet for further information, by <a href="/wp-content/uploads/2019/04/Replacement-Scheme-Leaflet.pdf" target="_blank" rel="noopener noreferrer">clicking here</a>.\r\n\r\nFor more information on our Catchment Management work please email our Catchment Management Team at <a href="mailto:catchment.management@portsmouthwater.co.uk" target="_blank" rel="noopener noreferrer">catchment.management@portsmouthwater.co.uk</a>\r\n\r\nMonitoring Drinking Water Quality: Water quality regulations are in place to ensure water supplied to customers is safe to drink. There are 58 standards in the regulations covering microbiological, chemical and physical parameters. In order to monitor water quality from source to tap, the Company’s area of supply is divided into zones serving not more than 100,000 people from single sources.\r\n<h4>Water Quality Standards</h4>\r\nIn the calendar year 2013 the Company carried out a total of 39,376 determinations in samples taken at treatment works, service reservoirs and customer taps. Of these the overall mean zonal compliance, which is the representation of overall drinking water quality in customers’ properties as reported to the Drinking Water Inspectorate (DWI) was 99.97% (99.96 in 2012).\r\n\r\nThe water quality regulations monitor 58 standards to ensure water quality meets the standards across all stages of our processes from source to the customers tap.\r\n\r\nIn addition to publishing the information on the website, the results are supplied to the Drinking Water Inspectorate who produces an annual report which contains a commentary on each company. The report may be viewed on the DWI website <a href="http://www.dwi.defra.gov.uk/" target="_blank" rel="noopener noreferrer">www.dwi.defra.gov.uk</a>.\r\n\r\nThe specific compliance groups are explained in more detail below to provide an understanding of water quality monitoring from source to tap:\r\n<h4>Process Control</h4>\r\nProcess control quality compliance is based upon a selection of parameters which are, in general terms, controlled by the processes in place at water treatment works. The focus is on chemical parameters and in 2013 100% of the samples taken were compliant.\r\n<h4>Disinfectant Control</h4>\r\nDisinfection control quality compliance is based upon a selection of parameters which demonstrate the effectiveness of disinfection and pathogen removal. Microbiological standards are of particular importance and based upon the presence of coliforms which excellent to use as an indicator of any problems with the disinfection of the water. In 2013 100% of the samples taken were compliant.\r\n<h4>Distribution Maintenance</h4>\r\nDistribution maintenance quality compliance is based upon a selection of parameters to reflect the age, condition and maintenance standards of water mains. In 2013 99.97% compliance was achieved. One sample failed the standard for iron; however the plumbing in the premises was found to be contrary to regulations and was the most likely cause of the failure.\r\n<h4>Reservoir Integrity</h4>\r\nReservoir integrity quality compliance is based upon a selection of parameters to reflect the hygienic status of service reservoirs and includes microbiological analysis. In 2013 99.90% of the samples taken were compliant. There were two failures of the coliform standard at a service reservoir during 2013. The investigation into these failures found that they were most likely due to some faulty lagging on the tap which contaminated the samples while they were being taken.\r\n<h4>Domestic Water Systems</h4>\r\nDomestic water quality compliance is based upon a selection of parameters to reflect the design and condition of customers’ domestic water systems and includes microbiological analysis. In 2013 99.98% compliance was achieved. The microbiological parameter identified three samples that exceeded the coliform indicator at customers’ taps. Because coliforms occur so widely in the natural environment and are extremely sensitive to modern detection methods, there are occasional spurious results often due to the difficulty in achieving a thorough sterilisation of some taps used for sampling. All positive results are separately investigated to identify the cause, as well as the need for any remedial works, to ensure the integrity of the supply. In all of the three microbiological failures, the customer’s kitchen tap was identified or suspected of being the source of the contamination.\r\n<h4>Other Quality Issues</h4>\r\nMembrane plants (sophisticated filtration systems) are operating at 5 of our treatment works and 451 operational and compliance samples were taken during 2013 for cryptosporidium analysis from the final treated water from all these works. Of these samples, 17 contained low levels of cryptosporidium oocysts. Although there was no perceived risk to health at these low levels the company has made plans to install some treatment at two of these works to alleviate any potential risk in the future.\r\n\r\nIn 2013 we continued operating a Water Safety Plan covering all identifiable risks from source to tap known as the Drinking Water Safety Plan. The Plan has been audited by the Drinking Water Inspectorate.\r\n\r\n2009 saw the launch of the Downs and Harbours Clean Water Partnership, a forward-thinking initiative formed by Portsmouth Water, Natural England and the Environment Agency. The Partnership has been set up to tackle diffuse water pollution issues affecting the quality of ground, surface and coastal waters in our supply area. The Clean Water Partnership’s focus is on reducing inputs of nutrients, particularly nitrates, to the water environment. The project is working to:\r\n\r\nProtect and improve the water quality of groundwater sources used for public water supply\r\n\r\nReduce algal growth in Portsmouth, Chichester, Langstone Harbours and the River Hamble estuary and help improve the near-shore environment\r\n\r\nReduce pressures on the ecology of local rivers, such as the Hamble, Meon, Wallington, Ems and Lavant\r\n\r\nThe Partnership offers confidential services and support to farmers and other land owners; these services include nutrient, manure, soil and water management plans as well as workshops, one-to-one consultations and farm demonstrations of best farm practices. The past year has seen a greater uptake of these services and the workshops are seeing more participants.\r\n<h4>Enquiries</h4>\r\nEnquiries concerning water quality are handled by the Water Quality Department in the first instance. If a visit or samples are required, an appointment will be made for a staff member to call. If the situation requires immediate action, a member of staff will be sent the same day to take water samples, usually from the kitchen tap. In all cases we will provide the customer with written information concerning the laboratory analysis, along with any findings.\r\n\r\nThe Company also has a policy of providing free analysis with a written report to all customers who are concerned about lead levels.\r\n\r\nDrinking Water Standards Explained: The Water Supply (Water Quality) Regulations 2000, which were made in response to the introduction of the European Drinking Water Directive (98/83/EC), have been amended by the Water Supply (Water Quality) 2000 (Amendment) Regulations 2007.\r\n\r\nThe above regulations impose stringent standards for over 50 different parameters that are used to assess the quality of drinking water. These parameters cover aesthetic, chemical, microbiological, physical, and health-related aspects of water quality. They are divided into the following types of parameters:\r\n\r\n• Directive parameters: Required by European legislation e.g. E.coli and pesticides\r\n\r\n• National parameters: Required by British legislation in addition to Directive parameters e.g. Aluminium and Iron.\r\n\r\n• Indicator parameters and additional monitoring requirements: These give an indication of a deteriorating situation if limits are breached e.g. chloride and ammonia. They do not necessarily have immediate health significance at the limit set.\r\n\r\nWater samples are taken from treatment works, reservoirs and customer taps to show the water is fit for human consumption. They are analysed for the substances listed in the standards using state- of-the-art technology and laboratory techniques. Some substances are measured in milligrammes per litre (mg/l); 1mg/l is one part in a million. Others are measured in microgrammes per litre (µg/l); 1µg/l is one part in a billion.\r\n\r\nEven though Portsmouth Water provides consistently high quality drinking water, occasionally some tests fail to meet the required standards. If a sample fails to meet requirements it does not necessarily mean that the water is harmful to health or unfit to drink and Portsmouth Water investigates each one thoroughly.\r\n\r\nFailures can arise for a variety of reasons - for example in individual properties plumbing materials and installations may cause a problem where the mains water is of good quality and neighbouring properties are unaffected. If any problems are found we act immediately and we inform the Local Authority and Drinking Water Inspectorate (DWI) of any compliance sample failures.\r\n\r\nEnsuring Water Quality: <img src="/wp-content/uploads/2015/02/Water-Quality-Image.jpg" alt="Water Quality Testing" />Throughout the water supply process the Company monitors drinking water quality by taking samples from sources, treatment works, service reservoirs and at customers’ taps.\r\n\r\nAnalysis takes place in the Company’s purpose built Laboratory to strict standards set down by the Statutory Water Quality Regulations. Audits of the sampling and analytical process are conducted by the Government’s ‘Drinking Water Inspectorate’ who regularly reports that the Company has one of the highest pass rates in the country. When an isolated failure occurs the cause is separately investigated.\r\n\r\nBeing derived from the chalk aquifer, the Company’s water is moderately ‘hard’. This can cause problems with the build up of limescale on hot water appliances, but hard drinking water is believed by the medical profession to be better for human health than soft water.\r\n\r\nWater Quality Results: Water quality regulations are in place to ensure water supplied to customers is safe to drink. There are 58 standards in the regulations covering microbiological, chemical and physical parameters. In order to monitor water quality from source to tap, the Company’s area of supply is divided into zones serving not more than 100,000 people from single sources. Every year the Company takes a number of samples at treatment works, service reservoirs and customer taps.\r\n\r\nSee the water quality results for your area on our app here - <a href="https://www.portsmouthwater.co.uk/about-us/water-quality/hardness-water-quality-results-in-your-area/">Water quality results in your area</a>\r\n\r\nWater Quality Concerns (e.g. Fluoride, Nitrate): <a href="/contact-us">contact details can be found by clicking here</a>\r\n<h4>Cryptosporidium</h4>\r\nCryptosporidium is a very small protozoan parasite which is found in many \\\'hosts\\\' including birds, fish and mammals. In humans it can cause severe sickness and diarrhoea particularly in the young, elderly and immuno-compromised. A very low level dose can be sufficient to cause infection. It freely exists in the natural environment and can exist in a dormant state for long periods. It can be transmitted from unwashed fruit and vegetables, swimming pools and occasionally water supplies.\r\n\r\nThe Company has conducted risk assessments at all its sources and regular monitoring takes place. At five sites, Farlington, Lovedean, Soberton, Fishbourne and River Itchen, the Company has installed sophisticated membrane treatment plants which are capable of removing the infective cryptosporidium oocysts.\r\n<h4>Nitrates</h4>\r\nIntensive agricultural production in recent years has led to the increase of nitrates appearing in underground water supplies. Certain parts of the UK have been more affected than others. In part of the Portsmouth Water area we have had to install blending arrangements to ensure that all our supplies are within the limits laid down by the Water Quality Regulations.\r\n<h4>Pesticides</h4>\r\nThe present regulations set a very strict limit for pesticides in drinking water - they must not be present in a concentration greater than one part in ten thousand million. This very low concentration ignores the very different toxicity levels of various pesticides.\r\n\r\nAt all treatment works and customer taps we regularly check for the presence of some 30 compounds which we know to be in use.\r\n<h4>Fluoride</h4>\r\nWater containing fluoride compounds has been shown to help prevent dental cavities from forming - particularly in young children, although there are conflicting reports about its value as well as other side effects.\r\n\r\nCurrently we do not add fluoride to any of our supplies, although one of our sources does have a low level of natural fluoride present but not at a level recommended for dental purposes.\r\n\r\nIn 2003, legislation was introduced that enables Health Authorities to instruct water companies to fluoridate their supplies; however this has not yet happened in our area.\r\n\r\nIf the Health Authorities did decide to pursue fluoridation then a public consultation exercise would have to be conducted. This would give consumers the opportunity to express their views to the Health Authorities before any final decision can be made.\r\n\r\nLead pipes in your home:\r\n<h4>Lead</h4>\r\nWater at its source and in mains is virtually lead free. However many properties still have lead plumbing and lead service pipes supplying the water into the house. If you live in a house built before 1970, chances are you may have lead pipework. Your drinking water can pick up lead from the pipework that runs from the water main underground and into your property, or from lead pipework inside your property. If you would like any further information relating to Lead please download our <a href="/wp-content/uploads/2015/02/02-WQ_LEAD-LEAFLET.pdf">‘Lead Pipes in your home Advice Leaflet’ here</a>\r\n\r\nThe leaflet will provide you with information on:\r\n\r\nWhere lead comes from\r\n\r\nWhy lead can be a problem\r\n\r\nWhere we sample and what we find\r\n\r\nWhat Portsmouth Water are doing about lead\r\n\r\nWhat to do if you think you have lead\r\n\r\nLooking After Water In Your Home: This publication was produced by Water UK as a Consumers Guide to Looking After Water In The Home.\r\n\r\nIt covers subjects such as taste, odour and colour of water. Lead pipes, pipe ownership and many other useful topics to help you \\\'look after water in your home\\\'.\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2015/02/Water-In-The-Home-2015.pdf" target="_blank" rel="noopener noreferrer">Click here to view Water UK\\\'s Consumer Guide to Looking After Water in Your Home</a>.\r\n\r\nThe Taste of Drinking Water: Deciding whether water has an unusual taste is a very subjective question. Without doubt some palates are much more sensitive than others and it is sometimes difficult to know whether it is detectable by the sense of taste or smell.\r\n\r\nMost taste complaints we receive are usually linked to the chlorine dose that we add to ensure disinfection of the water. Chlorine has been used for disinfection by the Industry for many years and it is probably due to its use that most waterborne diseases have been eliminated in the western world.\r\n\r\nTap Hygiene: <img src="/wp-content/uploads/2015/02/Tap.jpg" alt="tap" />It is important that taps that are used for drinking water are kept clean. Whilst the water coming to your tap is safe, many bacteria can live in the kitchen and some can grow both on the outside of the tap and inside the lip of the spout. They are not visible to the naked eye, but the tap can become contaminated from food or items washed in the sink. For this reason, you should never allow food to come into contact with the end of the tap.\r\n\r\nOccasionally fungi, naturally present in the air, can also attach itself to damp surfaces and grow into a visible slime usually black in colour (and sometimes pink). This slime is seen usually in bathrooms and kitchens on taps, shower heads, tiles and several other places.\r\n\r\nUnfortunately there is nothing we can do to the drinking water supply to prevent this type of growth and the only way to keep on top of the problem is by routine cleaning of all the surfaces which can be affected.\r\n<h4>Taps can be cleaned as follows:</h4>\r\nRegularly clean household taps thoroughly by using a small brush (such as an old toothbrush) dipped in a mild solution of bleach or sterilising fluid such as is used for cleaning babies’ bottles\r\n\r\nPay particular attention to the inside of the spout and/or any plastic insert\r\n\r\nAfter cleaning the tap, run it for a few moments to remove any remaining disinfectant\r\n\r\nDon’t leave the dishcloth on the tap to dry as this can increase the likelihood of contamination\r\n\r\nFacts About Bottled Water: <img src="/wp-content/uploads/2015/02/Bottles-ImageWQ1.jpg" alt="Bottled water" />None of the bottled water available today is of better quality than tap water. In certain circumstances the quality can be inferior to tap water especially if the bottle has been stored in warm conditions.\r\n\r\nThe real difference between bottled and tap water is the cost. The bottled variety costs around one thousand times more than tap water and unlike tap water delivery is an additional cost!\r\n\r\nTry filling a bottle with tap water, leaving it in the fridge overnight and then trying a taste test. You\\\'ll be surprised at the result!\r\n\r\nFacts About Domestic Water Filters: The market for domestic water filters has increased enormously in recent years. This is partly due to the extravagant advertising about them which casts doubt on the quality of tap water. Tap water is entirely safe to drink and you need not worry about it affecting your health.\r\n\r\nIn some cases filters can improve taste. They do, however, remove all chlorine and this means that the protection against contamination is also removed. If you do use a filter, remember to change the cartridge regularly, and always keep the filtered water in a cool place. The fridge is best.\r\n\r\nDrinking Water Safety Plan (DWSP): Ensuring the quality of our drinking water is crucial to the service we provide to our customers. DWI announced the use of the Drinking Water Safety Plan (DWSP) concept (originally developed by the World Health Organisation) to the regulation of drinking water quality during 2004. This is a source to tap risk management approach that identifies and proactively manages risks to drinking water quality. This approach is central to the way in which we ensure a continuous supply of safe drinking water now and in the future.\r\n\r\nA Drinking Water safety Plan consists of three key elements:\r\n\r\n<img src="/wp-content/uploads/2015/02/DWSP.gif" alt="Safety Plan" />\r\n<h4>Portsmouth Water Approach</h4>\r\nWhen assessing the risks to drinking water quality we identify hazards and hazardous events and score the likelihood and consequence of these occurring to determine the level of risk. We put control measures in place to manage any risk in order to reduce the likelihood of these hazardous events happening.\r\n\r\nOur risk management approach is an integral part of our Periodic Review and business planning process which helps to direct investment into the most important areas. An example of this process is the significant risk that the trihalomethane (THM) standard might be breached in the near future; a solution was identified and put forward in our final business plan to OFWAT and accepted.\r\n\r\nMore recently, greater effort has been focused on determining risks to raw water quality within our catchments. Portsmouth Water is building upon the existing Downs &amp; Harbours Clean Water Partnership and has created a Catchment Management programme to upscale approaches to tackle diffuse water pollution. For more information visit the Catchment Management section below.\r\n\r\naccordion\r\n\r\n&nbsp;', 'Water Quality', '', 'inherit', 'closed', 'closed', '', '2193-autosave-v1', '', '', '2025-11-03 14:29:40', '2025-11-03 14:29:40', '', 2193, 'https://www.portsmouthwater.co.uk/?p=15761', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15764, 24, '2025-11-14 08:53:25', '2025-11-14 08:53:25', 'Come meet at us the Portsmouth Guildhall in January as Shaping Portsmouth kick-start a year of celebrating Portsmouth\'s centenary! <a href="https://shapingportsmouth.co.uk/conference-2026/">Get tickets online</a>.\r\nThe conference will include diving into the impact of Shaping Portsmouth\'s activities over the previous year, hearing an update from Portsmouth City Council, and the Shaping Portsmouth Awards. There\'ll be networking and exhibitions, with the Shaped By Solent Shop expanding to take over The Lens.', 'Shaping Portsmouth Conference - January 16th 2026', '', 'publish', 'closed', 'open', '', 'green-partnership-presents-climate-ready-portsmouth-november-18th-2025-2', '', '', '2025-11-14 08:53:25', '2025-11-14 08:53:25', '', 0, 'https://www.portsmouthwater.co.uk/?p=15764', 7, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15765, 24, '2025-11-14 08:53:25', '2025-11-14 08:53:25', 'Come meet at us the Portsmouth Guildhall in January as Shaping Portsmouth kick-start a year of celebrating Portsmouth\'s centenary! <a href="https://shapingportsmouth.co.uk/conference-2026/">Get tickets online</a>.\r\nThe conference will include diving into the impact of Shaping Portsmouth\'s activities over the previous year, hearing an update from Portsmouth City Council, and the Shaping Portsmouth Awards. There\'ll be networking and exhibitions, with the Shaped By Solent Shop expanding to take over The Lens.', 'Shaping Portsmouth Conference - January 16th 2026', '', 'inherit', 'closed', 'closed', '', '15764-revision-v1', '', '', '2025-11-14 08:53:25', '2025-11-14 08:53:25', '', 15764, 'https://www.portsmouthwater.co.uk/?p=15765', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15767, 1, '2025-11-27 09:42:26', '2025-11-27 09:42:26', '[caption id="attachment_15768" align="aligncenter" width="1000"]<img class="wp-image-15768 size-full" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/11/kilo1.jpg" alt="" width="1000" height="666" /> Kilo, the newest four-legged recruit[/caption]\r\n\r\nHighly trained leakage detection dogs are helping Portsmouth Water sniff out hidden leaks.\r\n\r\nThis includes its newest four-legged recruit, Kilo, who on just his second day on the job successfully identified a leak on a major 18-inch trunk main near Chichester.\r\n\r\nWith colder months approaching, the likelihood of leaks increases significantly as pipes contract and expand due to the rapid changes in temperature, resulting in bursts. By acting early and using innovative approaches, Portsmouth Water is working to stay ahead of these seasonal challenges, with detection dogs now playing an important role.\r\n\r\nTrained to detect the faint scent of chlorine, used in very small, safe amounts to treat drinking water, dogs like Kilo can locate leaks with remarkable accuracy. This is particularly useful in rural or hard-to-access areas where traditional techniques can be slow or challenging.\r\n\r\n<img class="alignright size-medium wp-image-15769" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/11/kilo2-300x232.jpg" alt="" width="300" height="232" />As well as detection dogs, Portsmouth Water is investing in a range of new techniques to identify and fix leaks, including satellite technology. Satellite imagery can highlight areas below ground which are saturated with treated, drinking water, indicating that a pipe is leaking. This allows teams to locate and fix leaks quickly and efficiently, even before they become visible at the surface. This technology has enabled Portsmouth Water to fix approximately 400 leaks over the last two years. The company now plans to combine this technology with the detection dog work on the ground, helping to pinpoint these leaks as quickly and efficiently as possible.\r\n\r\nPortsmouth Water has also invested in new acoustic loggers which identify the sounds created by leaks across the network. The company already uses loggers to monitor 45% of its network and since 2022, has repaired over 1,100 leaks detected by this technology. The new loggers learn the usual sounds of the network and are more sensitive in recognising any changes. This should allow Portsmouth Water to detect quieter leaks, which in some instances are larger than ones omitting more noise.\r\n\r\nBob Taylor, CEO of Portsmouth Water, said: "Our customers rightly expect us to reduce leakage, and we are absolutely committed to meeting that expectation. Over the next five years, we’re delivering our largest ever investment programme that will see us reduce leakage by 15% by 2030, saving an additional 3 million litres of water every day.\r\n\r\n“Bringing in specially trained detection dogs like Kilo, alongside innovative technologies such as satellites and new acoustic loggers, helps us to find leaks faster and fix them sooner. This is especially important as we head into the colder, winter months, when low temperatures and frozen pipes result in more bursts.”\r\n\r\nThe leakage detection dogs are supplied by CAPE SPC, specialists in water leak detection and canine-assisted inspection.', 'Specially trained detection dogs help Portsmouth Water sniff out leaks', '', 'publish', 'closed', 'open', '', 'specially-trained-detection-dogs-help-portsmouth-water-sniff-out-leaks', '', '', '2025-11-27 09:42:58', '2025-11-27 09:42:58', '', 0, 'https://www.portsmouthwater.co.uk/?p=15767', 6, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15768, 1, '2025-11-27 09:41:13', '2025-11-27 09:41:13', '', 'kilo1', '', 'inherit', '', 'closed', '', 'kilo1', '', '', '2025-11-27 09:41:13', '2025-11-27 09:41:13', '', 15767, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/11/kilo1.jpg', 0, 'attachment', 'image/jpeg', 0); 
INSERT INTO `wlcj_posts` VALUES (15769, 1, '2025-11-27 09:42:03', '2025-11-27 09:42:03', '', 'kilo2', '', 'inherit', '', 'closed', '', 'kilo2', '', '', '2025-11-27 09:42:03', '2025-11-27 09:42:03', '', 15767, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/11/kilo2.jpg', 0, 'attachment', 'image/jpeg', 0); 
INSERT INTO `wlcj_posts` VALUES (15770, 1, '2025-11-27 09:42:26', '2025-11-27 09:42:26', '[caption id="attachment_15768" align="aligncenter" width="1000"]<img class="wp-image-15768 size-full" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/11/kilo1.jpg" alt="" width="1000" height="666" /> Kilo, the newest four-legged recruit[/caption]\r\n\r\nHighly trained leakage detection dogs are helping Portsmouth Water sniff out hidden leaks.\r\n\r\nThis includes its newest four-legged recruit, Kilo, who on just his second day on the job successfully identified a leak on a major 18-inch trunk main near Chichester.\r\n\r\nWith colder months approaching, the likelihood of leaks increases significantly as pipes contract and expand due to the rapid changes in temperature, resulting in bursts. By acting early and using innovative approaches, Portsmouth Water is working to stay ahead of these seasonal challenges, with detection dogs now playing an important role.\r\n\r\nTrained to detect the faint scent of chlorine, used in very small, safe amounts to treat drinking water, dogs like Kilo can locate leaks with remarkable accuracy. This is particularly useful in rural or hard-to-access areas where traditional techniques can be slow or challenging.\r\n\r\n<img class="alignright size-medium wp-image-15769" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/11/kilo2-300x232.jpg" alt="" width="300" height="232" />As well as detection dogs, Portsmouth Water is investing in a range of new techniques to identify and fix leaks, including satellite technology. Satellite imagery can highlight areas below ground which are saturated with treated, drinking water, indicating that a pipe is leaking. This allows teams to locate and fix leaks quickly and efficiently, even before they become visible at the surface. This technology\r\n\r\nhas enabled Portsmouth Water to fix approximately 400 leaks over the last two years. The company now plans to combine this technology with the detection dog work on the ground, helping to pinpoint these leaks as quickly and efficiently as possible.\r\n\r\nPortsmouth Water has also invested in new acoustic loggers which identify the sounds created by leaks across the network. The company already uses loggers to monitor 45% of its network and since 2022, has repaired over 1,100 leaks detected by this technology. The new loggers learn the usual sounds of the network and are more sensitive in recognising any changes. This should allow Portsmouth Water to detect quieter leaks, which in some instances are larger than ones omitting more noise.\r\n\r\nBob Taylor, CEO of Portsmouth Water, said: "Our customers rightly expect us to reduce leakage, and we are absolutely committed to meeting that expectation. Over the next five years, we’re delivering our largest ever investment programme that will see us reduce leakage by 15% by 2030, saving an additional 3 million litres of water every day.\r\n\r\n“Bringing in specially trained detection dogs like Kilo, alongside innovative technologies such as satellites and new acoustic loggers, helps us to find leaks faster and fix them sooner. This is especially important as we head into the colder, winter months, when low temperatures and frozen pipes result in more bursts.”\r\n\r\nThe leakage detection dogs are supplied by CAPE SPC, specialists in water leak detection and canine-assisted inspection.', 'Specially trained detection dogs help Portsmouth Water sniff out leaks', '', 'inherit', 'closed', 'closed', '', '15767-revision-v1', '', '', '2025-11-27 09:42:26', '2025-11-27 09:42:26', '', 15767, 'https://www.portsmouthwater.co.uk/?p=15770', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15771, 1, '2025-11-27 09:42:58', '2025-11-27 09:42:58', '[caption id="attachment_15768" align="aligncenter" width="1000"]<img class="wp-image-15768 size-full" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/11/kilo1.jpg" alt="" width="1000" height="666" /> Kilo, the newest four-legged recruit[/caption]\r\n\r\nHighly trained leakage detection dogs are helping Portsmouth Water sniff out hidden leaks.\r\n\r\nThis includes its newest four-legged recruit, Kilo, who on just his second day on the job successfully identified a leak on a major 18-inch trunk main near Chichester.\r\n\r\nWith colder months approaching, the likelihood of leaks increases significantly as pipes contract and expand due to the rapid changes in temperature, resulting in bursts. By acting early and using innovative approaches, Portsmouth Water is working to stay ahead of these seasonal challenges, with detection dogs now playing an important role.\r\n\r\nTrained to detect the faint scent of chlorine, used in very small, safe amounts to treat drinking water, dogs like Kilo can locate leaks with remarkable accuracy. This is particularly useful in rural or hard-to-access areas where traditional techniques can be slow or challenging.\r\n\r\n<img class="alignright size-medium wp-image-15769" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/11/kilo2-300x232.jpg" alt="" width="300" height="232" />As well as detection dogs, Portsmouth Water is investing in a range of new techniques to identify and fix leaks, including satellite technology. Satellite imagery can highlight areas below ground which are saturated with treated, drinking water, indicating that a pipe is leaking. This allows teams to locate and fix leaks quickly and efficiently, even before they become visible at the surface. This technology has enabled Portsmouth Water to fix approximately 400 leaks over the last two years. The company now plans to combine this technology with the detection dog work on the ground, helping to pinpoint these leaks as quickly and efficiently as possible.\r\n\r\nPortsmouth Water has also invested in new acoustic loggers which identify the sounds created by leaks across the network. The company already uses loggers to monitor 45% of its network and since 2022, has repaired over 1,100 leaks detected by this technology. The new loggers learn the usual sounds of the network and are more sensitive in recognising any changes. This should allow Portsmouth Water to detect quieter leaks, which in some instances are larger than ones omitting more noise.\r\n\r\nBob Taylor, CEO of Portsmouth Water, said: "Our customers rightly expect us to reduce leakage, and we are absolutely committed to meeting that expectation. Over the next five years, we’re delivering our largest ever investment programme that will see us reduce leakage by 15% by 2030, saving an additional 3 million litres of water every day.\r\n\r\n“Bringing in specially trained detection dogs like Kilo, alongside innovative technologies such as satellites and new acoustic loggers, helps us to find leaks faster and fix them sooner. This is especially important as we head into the colder, winter months, when low temperatures and frozen pipes result in more bursts.”\r\n\r\nThe leakage detection dogs are supplied by CAPE SPC, specialists in water leak detection and canine-assisted inspection.', 'Specially trained detection dogs help Portsmouth Water sniff out leaks', '', 'inherit', 'closed', 'closed', '', '15767-revision-v1', '', '', '2025-11-27 09:42:58', '2025-11-27 09:42:58', '', 15767, 'https://www.portsmouthwater.co.uk/?p=15771', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15773, 1, '2025-12-05 10:23:16', '2025-12-05 10:23:16', '<h4>Conservation</h4>\r\n\r\n<img src="/wp-content/uploads/2015/02/Common-Spotted-Orchid-Fort-Southwick-Custom.jpg" class="alignright" /><p>Portsmouth Water operates within an environmentally sensitive area, with internationally important inter tidal mudflats and saltmarsh along the coast, and the chalk streams of the South Downs which provide a very special wetland habitat and water resource. This provides major challenges to the Company at a time when customer expectations are also rising. The requirements of European legislation provide extra constraints, in addition to climate change, extreme weather events, and the day to operating challenges of supplying water to more than 655,000 people, while minimising our environmental impact.</p>\r\n\r\n<h4>Biodiversity Action Plan - Policy and Practice</h4>\r\n\r\n<p>The Company\'s policy is to conserve and enhance the natural environment of its land and water areas and to preserve historic buildings and equipment, so far as is consistent with the primary duty of providing a sufficient supply of wholesome water at reasonable cost. Where possible the Company explores opportunities to encourage recreational use.</p>\r\n\r\n<p>The Company has a long history of good practice in consultation and development in an area with many important wildlife sites and with landscape appreciated by residents and a large number of visitors. When new structures and buildings are required, the Company\'s policy is to ensure that, by careful design and landscaping, they blend into their surroundings. We continue to give full consideration to the environmental aspects of all our activities throughout our area of supply.</p>\r\n\r\n<p>We are committed to ensuring compliance with all environmental legislation and obligations, carefully assessing the impact of our activities, especially construction projects on the environment, to ensure that the impact of such schemes is minimised. In 2013/14 the Company Environmental and Biodiversity Specialist developed a new environmental screening tool to help our engineers and project managers to identify any potential environmental and ecological constraints. The new tools use a Geographical Information System (GIS) to display data on maps displaying protected habitats, species and monuments. The data has been obtained from Natural England, English Heritage, the Environment Agency and County ecological record offices.</p>\r\n\r\n<h4>Annual Conservation & Recreation Reports</h4>\r\n\r\n<ul>\r\n  <li><a href="/wp-content/uploads/2015/02/2A134326-0973-446E-B0E8-CECD1B7DC9A2.pdf" title="2009-10 CAR Report" target="_blank" rel="noopener">2009/10</a></li>\r\n  <li><a href="/wp-content/uploads/2015/02/07D41B96-11C6-4A08-8023-FD21151D8731.pdf" target="_blank" title="2010 -11 CAR Report" rel="noopener">2010/11</a></li>\r\n  <li><a href="/wp-content/uploads/2015/02/3009B18E-04AA-4296-83A8-DC2D6F35C2BA.pdf" target="_blank" title="2012-13 CAR Report" rel="noopener">2012/13</a></li>\r\n  <li><a href="/wp-content/uploads/2015/02/9A149AE0-C7B3-42C7-BAF8-70E36D616087.pdf" target="_blank" title="2013-14 CAR Report" rel="noopener">2013/14</a></li>\r\n  <li><a href="/wp-content/uploads/2015/08/2014-15-CAR-Report.pdf" target="_blank" title="2014-15 CAR Report" rel="noopener">2014/15</a></li>\r\n  <li><a href="/wp-content/uploads/2015/02/2015-16-CAR-Report.pdf" target="_blank" title="2015-16 CAR Report" rel="noopener">2015/16</a></li>\r\n</ul>\r\n\r\nSustainable Procurement: <p>In procuring goods and services, the Company\'s practices are as follows:-</p>\r\n\r\n<p>• The environmental impact of new capital schemes are investigated as appropriate and sensitive sites are either avoided or mitigation measures carried out, subject to independent ecological advice.</p>\r\n\r\n<p>• New capital schemes are designed and constructed so as to blend with their existing surroundings as far as is economic and practicable.</p>\r\n\r\n<p>• Opportunities for environmental enhancement are taken where it is economic and practicable to do so.</p>\r\n\r\n<p>• The potential archaeological impact of new capital schemes is investigated prior to commencement of work and monitored during implementation, subject to independent advice.</p>\r\n\r\n<p>• Recycling or re-use of excavated materials is carried whenever economic and practicable.</p>\r\n\r\n<p>• All vehicles used have diesel engines with Euro 4 reduced emissions.</p>\r\n\r\n<p>• Diesel fuel has low sulphur content, with benefits to exhaust emissions.</p>\r\n\r\n<p>• Timber used is from replanted forests.</p>\r\n\r\n<p>• 85% of reinstatement material is recycled.</p>\r\n\r\n<p>• We ensure that our pipe suppliers have suitable policies for control of pollution, resource management and material selection.</p>\r\n\r\nOther Environmental Projects: <p>A study into the sustainability of abstraction from the River Itchen was undertaken to establish whether Habitats Directive species were adversely affected by the activities of Portsmouth Water and Southern Water services, the study was concluded in 2007/08.</p>\r\n\r\n<p>The outcome for the abstraction licence at Gaters Mill, the point of abstraction for the River Itchen Water Treatment Works, is a reduction in summer monthly abstraction or peak deployable output, and imposition of a minimum residual flow or ‘hands off’ flow condition which restricts abstraction from the river when flow falls to a specified level, together with an annual licence reduction. The implications of the sustainability reductions have been included in the company’s draft water resources plan as submitted to the Secretary of State in March 2008.</p>\r\n\r\n<p>Chichester and Langstone Harbours are Special Protection Areas (SPAs) under the Habitats Directive. A study into the sustainability of abstraction from the Company’s West Sussex sources was undertaken to establish whether wading birds were adversely affected by the activities of the water company, the study was concluded in 2007/08.</p>\r\n\r\n<p>The outcome of the Habitats Directive for the abstraction licence at Havant and Bedhampton Springs is the application of a minimum residual flow condition to the Hermitage Stream and ‘Hampshire Lavant’ which is likely to reduce the peak drought output of the spring’s source. The peak and annual abstraction licensed quantities remain unaffected.</p>\r\n\r\n<p>The outcome of the Habitats Directive for the Fishbourne source is the imposition of an autumnal restriction which limits weekly abstractions but would not affect the peak drought output of the site.</p>\r\n\r\n<p>Fishbourne together with a further group of five abstraction sites will have an aggregated licence with an annual abstraction of 15% less than the sum of the individual licence. As there are no further restrictions to the group there will be no impact upon peak deployable outputs.</p>\r\n\r\n<p>Whilst the Habitats Directive outcomes have been published for the Chichester and Langstone Harbours the company intends to continue the existing studies of over wintering bird behaviour in the Harbours as part of the ecological studies associated with the Havant Thicket Winter Storage Reservoir.</p>\r\n\r\nAmenities and Recreation: <p>Staunton Country Park, in conjunction with Portsmouth Water launched a ‘Water is Life’ Trail for visitors as part of the education programme. The Trail continues to attract large number of visitors and is reported to be successful by Staunton Country Park.</p>\r\n\r\n<p>The Water Trail can either be guided or self-guided and is designed to help educate children and parents visiting the Park about the importance of water as a resource and encourage them to be more water efficient. The Trail takes the form of a walk within the park searching for water information boards.</p>\r\n\r\n<p>The ‘Water Is Life’ education programme provides school children of all ages the opportunity to learn about the world of water by completing practical tasks using resources provided by Portsmouth Water.</p>\r\n\r\n<p>The Company provides children at Key Stage 2 and 3 with water ‘information boxes’ containing a number of hands on experiments and activity sheets to assist the process of learning about the importance of water.</p>\r\n\r\n<p>The Country Parks at Havant Thicket (in the Staunton Country Park) and Highwood Reservoir (in the Itchen Valley Country Park) are open to the general public and managed by Local Authorities. At other sites there is limited access by public footpaths and bridleways.</p>\r\n\r\n<img src="/wp-content/uploads/2015/02/Clanfield-Reservoir-Observ-Custom.jpg" class="alignleft" /><p>At the Clanfield Service Reservoirs site, The Hampshire Astronomical Society has for many years operated a number of observatories for the benefit of its members. Small groups of members of the public are able to visit by prior arrangement with the Society.</p>\r\n\r\n<p>Portsmouth Water\'s River Itchen Water Treatment Works and Farlington Water Treatment Works are available for educational visits by schools, universities and other organised groups.</p>\r\n\r\naccordion\r\n\r\n', 'Annual Reporting', '', 'inherit', 'closed', 'closed', '', '2027-revision-v1', '', '', '2025-12-05 10:23:16', '2025-12-05 10:23:16', '', 2027, 'https://www.portsmouthwater.co.uk/?p=15773', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15775, 1, '2025-12-09 15:26:11', '2025-12-09 15:26:11', '', 'Download our Smart Water Meter Privacy Notice here', '', 'inherit', 'closed', 'closed', '', 'smart-water-meter-privacy-notice-dec-2025', '', '', '2025-12-09 15:26:16', '2025-12-09 15:26:16', '', 2387, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Smart-Water-Meter-Privacy-Notice-Dec-2025.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15776, 1, '2025-12-09 15:26:20', '2025-12-09 15:26:20', '<h2>©Portsmouth Water Ltd</h2>\r\nThis website is governed by the law and jurisdiction of England and Wales. All rights, including, without limitation copyright, in the form and content of this website are owned by Portsmouth Water Ltd.\r\n<div style="border: 2px solid #ff6d2e; padding: 10px 20px; margin-bottom: 20px;">\r\n<h3>Smart Water Meter Privacy Notice</h3>\r\nIf you are having a Smart Water Meter installed at your home or business property, or you already have one, our Smart Water Meter Privacy Notice tells you how we will collect and use your personal data.\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Smart-Water-Meter-Privacy-Notice-Dec-2025.pdf">Download our Smart Water Meter Privacy Notice here</a>\r\n<strong>Please scroll down for Portsmouth Water’s main Privacy Notice.</strong>\r\n\r\n</div>\r\n<h3>Privacy Notice</h3>\r\nThe purpose of this Privacy Notice is to make it easier for you to understand how we use and protect your personal data. Personal data is any data that can identify you either on its own or used with other data.\r\n\r\nThis Privacy Notice will help you understand your privacy rights, how and why we need to process your personal data, and how you can get in touch with us if you need to.\r\n\r\nProcessing personal data involves any activity to do with that data, for example collection, storage, editing and deletion.\r\n\r\nWe’ve presented this information in different sections so you can access the information you need more easily. You’ll find our general privacy information under the headings below; with a separate PDF of the whole document should you wish to download this.\r\n\r\nWe take your personal data privacy very seriously and we\'re committed to protecting your personal data by complying with the relevant privacy legislation. We encourage you to read each section thoroughly.\r\n\r\nIf we make any significant changes impacting your privacy, we\'ll make this clear. Please remember to check from time to time.\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/09/Portsmouth-Water-Privacy-Notice-02.09.25.pdf">Download our Privacy Notice here</a>\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="About Portsmouth Water"]\r\n\r\nThis Privacy Notice is designed to explain how we collect and use our customer’s and other individual’s personal data. We are committed to protecting this data, to uphold their data rights, and to meet expectations for handling personal data.\r\n\r\nWe are a registered data controller, registration number: Z6707640. This means it is our responsibility to maintain and protect all personal data that we collect and ensure that anyone we share personal data with will also adequately protect that data.\r\n\r\nThis Notice relates to Portsmouth Water Limited (Company Number 2536455) as the principal subsidiary in the South Downs Group, but will also apply to other subsidiaries.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="What personal data do we collect?"]\r\n\r\nWe will always endeavour to make it clear why we are collecting your personal data.\r\n<h3>Information we collect from you and what we do with it</h3>\r\nWe collect and process your personal data in a number of ways from the information you give to us. You may provide information to us about you by filling in a form on our website or by contacting us by telephone, email or otherwise. This includes information you provide when registering for our online customer portal, when you search for or request a service from us, enter a competition or survey or when you report a leak, problem or provide feedback regarding our website or the services we provide.\r\n\r\nThe information you provide us with will vary, but will include:\r\n<ul>\r\n 	<li><strong>Personal details:</strong> title, name, date of birth, disability;</li>\r\n 	<li><strong>Bank account and card details:</strong> account number and sort code, accounts holders name, direct debit details;</li>\r\n 	<li><strong>Contact details:</strong> postal address, email address, mobile and/or landline numbers;</li>\r\n 	<li><strong>Financial details:</strong> household income, benefits;  <strong>Household information:</strong> age and number of children;     <strong>Documentation:</strong> bank statements, passports etc.</li>\r\n</ul>\r\nWe will keep scanned copies of any documents for validation and audit purposes, this evidence will be deleted in line with our retention policy.\r\n\r\nIf an individual is registered on our Priority Services Register, we will collect information to allow us to provide additional assistance and support to that individual when required. For more information, please see the ‘Priority Services Register – Helping Our Vulnerable Customers’ section of this Notice.\r\n\r\nWe also collect information about you from third parties, examples being:\r\n<ul>\r\n 	<li>If you are a tenant, your Landlord or letting agent may provide us with personal data in order to set up or close down your water account at their property.</li>\r\n 	<li>A new resident at a former supply address, estate/letting agent or solicitor acting on behalf of you or a new resident of a former supply address (e.g. where you are moving home and the third party is providing a forwarding address - with or without your consent).</li>\r\n 	<li>Your sewerage company to ensure accurate billing.</li>\r\n 	<li>Debt Management and Tracing Agencies will provide us with contact information (emails and telephone numbers) to allow us to contact and locate individuals for debt collection purposes.</li>\r\n 	<li>We may receive information from Local Authorities and Local Councils for the purpose of making sure you are on the most appropriate water tariff, and we will contact you in relation to the same.</li>\r\n</ul>\r\nWe record all phone calls, incoming and out-going, made by departments that deal directly with customers, including Customer Services, Networks, Water Quality and Wholesale Services. Call recordings are held for 2 years before being securely deleted. While providing services we will collect data about you and when reading your water meter we will collect water usage information including, where applicable, information from Smart Water Meters.\r\n\r\nWhenever you visit our website or online portal we use cookies - these cookies do not collect personal information. For more information, please see the ‘Visiting Our Website, Using Our Online Customer Portal and Our Cookie Policy’ section of this Notice. We also collect data from publicly available sources (such as the electoral roll and Land Registry) where the information is made public as a matter of law.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="What to expect when you contact us"]\r\n<h3>Contacting us via social media</h3>\r\nIt is never a good idea to post your personal contact information on a public social media site. If you contact us using social media to report an issue and we need more information, we will ask you to private message us with suitable communication information which we will use to contact you in order to resolve your concern or gather additional information for our investigation.\r\n<h3>Contacting us by telephone</h3>\r\nWhen you contact us by telephone, your telephone number will be added to your account so that contact with you in relation to your water account can be made more convenient.\r\n\r\nWe will use a telephone number listed on your account to call or text you to provide you with essential service messages.\r\n\r\nWhen contacting us outside of our normal working hours, (between 5pm-8am Monday to Friday and over the weekend), your call will be dealt with by our ‘out-of-hours’ partner who are working with us to ensure our customers can contact us 24 hours a day, 7 days a week. Our partner will collect information from you to allow us to deal with your call efficiently. <strong>Emailing us</strong>\r\n\r\nIf you email us, we will respond to you using the email address you gave us. Your email address will be added to your account and will be used by us to provide you with essential service messages. Please try to avoid sending personal data by email as this is not considered to be a secure communication method.\r\n\r\nAny email sent to Portsmouth Water, including any attachments, will be monitored and assessed by our security partners for reasons of security and to check compliance. Emails are also backed up by our data processor Mimecast.\r\n\r\nPlease be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.\r\n<h3>Contacting us via WebChat</h3>\r\nWe use a third party provider, currently LiveChat, to supply and support our Webchat service, which we use to handle customer enquires in real time.\r\n\r\nIf you use the WebChat service we will collect your name, postal address, account number (optional) and email address (optional) as well as the contents of your WebChat session. The information provided will be added to your account.\r\n\r\nYou can request a transcript of your WebChat session once completed. This is sent to the email address you have the option to provide when logging in to the service. <strong>Visiting our Offices</strong>\r\n\r\nYou will be required to sign into our Visitor Management System when you arrive at our Head Office. We will collect your name, contact number, car registration (if applicable), the name of the company you work for (if applicable) and a photo of you will be taken. A printed ID will be produced for you to display on the provided lanyard and must be worn at all times when you are on Company premises. Your data will be held securely within this system for 1 month before being fully deleted.\r\n\r\nOur premises are monitored by CCTV so your image will be captured whenever you enter our site boundary. There are signs to show you when you are entering an area monitored by CCTV. CCTV images are held for 30 days and then deleted. In the case of suspected criminal activity CCTV images will be held for longer and will be shared with the relevant local authority (e.g. the Police), as appropriate.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Priority Services Register (PSR) – Helping our vulnerable customers"]\r\n\r\nOur Priority Services Register is a free service for customers who may need additional assistance either in communicating with us or in the event of a water supply interruption/emergency. Priority Services customers include those with physical or mental impairments, medical conditions, the elderly or those with young families. These customers may not be able to easily leave their home to collect bottled water in a water emergency.\r\n\r\nThe PSR allows us to quickly and efficiently identify those customers who require support in water events, and also allows support to be identified when planning work that may impact the water supply, as well as how we communicate with our customers.\r\n\r\nThe data is processed following individuals themselves, or third parties acting on their behalf (e.g. a family member, a charity, a support worker, a carer etc) signing up to the PSR by completing a hard-copy or online form or by calling our Customer Services Team. The individual provides the required information which, as well as that already described, will also include contact details (name, address, email, telephone number). On receiving this information, the relevant \'Needs Code(s)\' and/or updates will be made on to the relevant customer account. \'Needs Codes\' are entries that can be searched to identify the support that is needed through reports that we can run when we are required to do so.\r\n\r\nWe share PSR data with the energy sector, and other trusted third parties, to ensure that the assistance and support required by individuals can also be provided quickly and efficiently by these third parties. The support provided by these third parties may differ from that of Portsmouth Water\'s support.\r\n\r\nIndividuals can request to be removed from the PSR at any time, but we will first review the request and may then discuss this with the individual to make sure it is in their best interest.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Smart Water Meters "]\r\n\r\nFrom 2025 we will commence the roll out of Smart Water Meters. We’ll install Smart Water Meters for all the homes and businesses we supply by 2035, with 130,000 new meters installed by 2030. We will write to you to let you know when your property is having a Smart Water Meter fitted, however, if you’re unsure whether you have been upgraded to a Smart Water Meter, please phone our Customer Services team on 023 9224 9666.\r\n\r\nPlease read our separate <a href="https://www.portsmouthwater.co.uk/about-us/legal-notice/">Smart Meter Privacy Notice</a> to find out how we process and use meter data to engage with customers.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Havant Thicket Public Consultation and Project "]\r\n\r\nIf you live close to the location of our new Havant Thicket Reservoir, you\'ll receive communications from us to keep you up to date with the project and/or to inform you of planned works that may require some form of action from yourself (e.g. to move your car to allow surveys to be completed). We may need to seek assistance from mail printing companies to issue these communications to you and if this is required we will share your name and address. The data will only be shared when necessary and will be deleted within 4 weeks of a communication campaign ending.\r\n\r\nWe have a separate website for the Havant Thicket Reservoir project at <a href="https://havant-thicket-reservoir.uk.engagementhq.com/" target="_blank" rel="noopener">https://havant-thicket-reservoir.uk.engagementhq.com/</a>. The Privacy Notice on that website details how your data will be used if you decide to register. If you register, and ask a question or provide comments and ask for contact to follow up on this, your contact details will be shared with the relevant consultant to allow a response to be provided. Drones may be used on the Havant Thicket Reservoir site and clear signage will be in place to ensure visitors are aware.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Customers who fall into arrears or fail to pay their bill"]\r\n\r\nIn respect to a customer’s responsibility for paying their bills, Portsmouth Water has a regulatory requirement to provide a safe, maintained supply of fresh water to your property. In section 5 of our Water Charges Scheme we explain that water charges are payable by the occupier of the premises, or the person who uses the supply, except where the owner of the premises is liable by enactment or by agreement with Portsmouth Water. Our Water Charges Scheme is further supported by the Water Industry Act 1991, which gives Water Companies the powers to charge and recover charges. This is referred to in Section 142 of the Water Industry Act 1991.\r\n\r\nThe information that we hold about customers will be used to recover arrears in line with our regulatory obligations and in doing so we use third party debt collection / management companies and credit reference agencies to assist us, this may include third parties undertaking Court Action on our behalf.\r\n\r\nWe use elements of automated decision making and profiling to identify appropriate debt recovery strategies.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Our Non-Household customers"]\r\n\r\nNon-household customers are non-incorporated businesses whose retail services (e.g. customer services, billing) are provided by a separate water retail company, but whose premises are physically connected to our water network. We provide these customers with a wholesale service.\r\n\r\nInsofar as limited personal information is collected in relation to non-incorporated businesses, both Portsmouth Water and the relevant water retailer are each separate Controllers of the personal data of the non-household customers in our service areas. Data protection laws are applied to non-household/business customers only to the extent that we process personal data of individuals (e.g., personal data of sole traders or company representatives).\r\n<h3>Information we collect from you and what we do with it</h3>\r\nOur purpose is to use this data to provide a wholesale water service to our non-household customers and their retailers by carrying out activities such as:\r\n<ul>\r\n 	<li>Supplying non-household customers with water in line with our legal and regulatory obligations;</li>\r\n 	<li>Recording and fixing service problems e.g. water pressure issues and burst water pipes;</li>\r\n 	<li>Maintaining our pipes and other assets;</li>\r\n 	<li>Dealing with emergency events;</li>\r\n 	<li>Maintaining, monitoring and reporting drinking water quality;</li>\r\n 	<li>Supporting non-household customers in improving water efficiency;</li>\r\n 	<li>Metering – making appointments, meter fitting and repairing;</li>\r\n 	<li>Collecting, analysing and sharing meter data from Smart Water Meters and data loggers to monitor consumption and leakage and enable accurate billing;</li>\r\n 	<li>Making payments – for example Guaranteed Service Standards (GSS);</li>\r\n 	<li>Working with farmers in our area on catchment studies to reduce pollution;</li>\r\n 	<li>Non-household customer communications around street works and incidents;</li>\r\n 	<li>Dealing with claims after service incidents;</li>\r\n 	<li>Managing enquiries and complaints;</li>\r\n 	<li>Assessing allowances and abatements;</li>\r\n 	<li>Carrying out vacant property checks and site visits to check meter and supply details, and;</li>\r\n 	<li>Demonstrating compliance with our legal obligations to our regulators.</li>\r\n</ul>\r\nMore information on the wholesale services we provide to non-household customers can be found on our website at <a href="http://www.portsmouthwater.co.uk/business/">www.portsmouthwater.co.uk/business/</a>.\r\n\r\n<strong>What type of personal information do we process?</strong>\r\n\r\nThe information processed includes:\r\n<ul>\r\n 	<li>Non-household customer contact and supply address details.</li>\r\n 	<li>Asset and incident information linked to the service that may identify the non-household customer for example, but not limited to, meter serial number, business meter readings, including 15 minute meter readings where data loggers have been fitted and are enabled.</li>\r\n 	<li>Information required to process insurance claims, for example, but not limited to, damage to a property due to flooding from our asset.</li>\r\n 	<li>Information required to produce regulatory reports, for example, reporting the number of customer complaints.</li>\r\n</ul>\r\nOur legal basis for processing personal data for these activities is Article 6(1)(e) of the UK GDPR, which allows us to process personal data when this is necessary to perform our public tasks as a regulated business in line with the rules and requirements set out by our regulators, such as Ofwat.\r\n<h3>Sharing data with third parties</h3>\r\nTo provide our services in an efficient and effective way, your personal data may be provided to us by your retailer and we\'ll share this with our service providers, for example, sharing Developer details with Retailers when a supply point is created in the market to enable the Retailer to produce bills. We’ll share with the Market Operator Services Limited (MOSL) as required, for example, in registering and de-registering supply points (please see MOSL’s Summary of Agreements for more information <a href="https://mosl.co.uk/documents-publications/1427-summary-of-arrangements/file" target="_blank" rel="noopener">https://mosl.co.uk/documents-publications/1427-summary-of-arrangements/file</a><a href="https://mosl.co.uk/documents-publications/1427-summary-of-arrangements/file">)</a>.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Developer Services"]\r\n\r\nThis section of our Privacy Notice explains how we use personal data in relation to the development of a site or property. This could be relevant for homeowners, developers, self-lay providers and/or newly appointed water companies (NAVs).\r\n\r\n<strong>Purpose (lawful basis for processing)</strong>\r\n\r\nOur purpose is to provide a service to our customers in this context, including land/property owners, developers, self-lay providers and NAVs, by carrying out activities such as:\r\n<ul>\r\n 	<li>Handling applications from customers for the provision of our services.</li>\r\n 	<li>Dealing with enquiries and complaints from customers who contact us for this purpose.</li>\r\n 	<li>Issuing invoices to and taking payments from our customers.</li>\r\n 	<li>Carrying out necessary work (e.g. new water mains and service connections, adoptions and requisitions, build over agreements, providing bulk water to NAVs).</li>\r\n 	<li>Customer relationship management (customer surveys, newsletters, open days).</li>\r\n</ul>\r\nMore information on the services we provide to our customers in this context can be found on our website <a href="https://developers.portsmouthwater.co.uk/">https://developers.portsmouthwater.co.uk/</a>.\r\n\r\nOur legal basis for processing your data for most of these activities is:\r\n<ul>\r\n 	<li>Article 6(1)(c) which allows us to process personal data when processing is necessary for compliance with a legal obligation to which we are subject (Water Industry Act 1991 and associated regulations).</li>\r\n 	<li>Article 6(1)(b) which allows us to process personal data when processing is necessary for a contract, we have with you or because you have asked us to take specific steps before entering into a contract.</li>\r\n 	<li>Article 6(1)(f) which allows us to process personal data when processing is necessary for our legitimate interests or the legitimate interests of a third party, unless, on balance, these are outweighed by the need to protect your individual rights.</li>\r\n</ul>\r\n<strong>What type of personal information do we process for this purpose?</strong>\r\n\r\nWe use the information you’ve provided us to help us deliver the service you requested.\r\n\r\nThis could include contacting you to discuss the application/work, visiting the site where work needs to be carried out, and invoicing when appropriate. We may also arrange video calls to see the pipework.\r\n\r\nCustomer feedback is important to us, so we may also use the information to ask for feedback on how we can improve our performance.\r\n\r\nWe’ll use your business contact details to keep in touch and maintain strong working relationships with you.\r\n\r\n<strong>Sharing data with third parties</strong>\r\n\r\nSome of our services are carried out by our partner organisations. Where this is the case, we may transfer your personal data to them to allow them to complete the work.\r\n\r\nWe’re also required to share details with our regulator Ofwat, and its authorised agents, to enable them to conduct customer feedback surveys about our developer services performance.\r\n\r\nFor new properties around our border where we provide water supply services, we must share new connection information including address and postcode with companies providing the wastewater services for these properties.\r\n\r\n<strong>Developer Portal</strong>\r\n\r\nYou may opt to register as a user of our Developer Portal, which will allow you to submit new service, self-lay or NAV applications electronically. You can also opt to make payment of the application fees via the portal. To register for the portal, we will require your Company name, correspondence address, email address, name, and telephone number.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="How long will we retain data for"]\r\n\r\nWe have a data retention policy and data will be retained as long as it serves a useful and legitimate purpose, taking into account all legal and regulatory obligations.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Purpose for collecting your personal data"]\r\n\r\nWe will only collect data where we have a clear and legal basis to do so. The table below explains each legal basis we use, with a more detailed description of the purpose alongside it:\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td><strong>Legal Basis</strong></td>\r\n<td><strong>Purpose</strong></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Complying with Legal Obligations</strong>\r\n\r\nLegally we need to collect this information, for example, to comply with statutory and regulatory obligations.</td>\r\n<td>To meet our statutory obligations under:\r\n<ul>\r\n 	<li>Water Industry Act 1991;</li>\r\n 	<li>Water Resources Act 1991;</li>\r\n 	<li>Environment Act 1995;</li>\r\n 	<li>Water Industry Act 1999;</li>\r\n 	<li>Water Act 2014;</li>\r\n 	<li>Water Supply (Water Fittings) Regulations 1999;</li>\r\n 	<li>Water Supply (Water Quality) Regulations 2016;</li>\r\n 	<li>Instrument of Appointment as issued by the Secretary of State for the Environment.</li>\r\n 	<li>The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008</li>\r\n 	<li>Data Protection Act 2018.</li>\r\n</ul>\r\nTo contact customers about essential service issues, including, but not limited to:\r\n<ul>\r\n 	<li>payments (direct debit/payment arrangement failed);</li>\r\n 	<li>debt collection communications;</li>\r\n 	<li>tariff renewals/changes;</li>\r\n 	<li>metering (leak notifications, meter replacement);</li>\r\n 	<li>bill notifications (bill available to view and pay);</li>\r\n 	<li>urgent water quality notifications, and;</li>\r\n 	<li>supply issues (hosepipe bans, supply interruptions).</li>\r\n</ul>\r\n</td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n<em>We have a legal obligation to confirm your identity, to keep records required by law or to evidence our compliance with laws, including tax laws, consumer protection laws and data protection laws. Where we are required to do so, we have to provide information to law enforcement agencies or other authorities.</em>\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td><strong>Legal Basis</strong></td>\r\n<td><strong>Purpose</strong></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Our Legitimate Interests</strong>\r\n\r\nAs a Water Company we have a legitimate reason for collecting this data and consent is not required. Most of the personal data that we collect from or about you is needed to enable us to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.</td>\r\n<td>To provide water supply services and products.\r\n\r\nTo administer a customer’s account, including:\r\n<ul>\r\n 	<li>billing;</li>\r\n 	<li>requests;</li>\r\n 	<li>enquiries; and</li>\r\n 	<li>complaints</li>\r\n</ul>\r\nTo make goodwill and compensation payments;\r\n\r\nTo communicate with you about core products and services we provide, including;\r\n<ul>\r\n 	<li>metering initiatives;</li>\r\n 	<li>water efficiency measures;</li>\r\n 	<li>catchment management initiatives;</li>\r\n 	<li>our online customer portal, and;</li>\r\n 	<li>our Priority Services Register.</li>\r\n</ul>\r\nTo tell you about the services offered by a third party plumbing and drainage insurance provider, due to our interest in:\r\n<ul>\r\n 	<li>Promoting water efficiency;</li>\r\n 	<li>Reducing leaks and waste of water;</li>\r\n 	<li>Educating customers on pipework responsibilities.</li>\r\n</ul>\r\nTo carry out and analyse customer surveys.\r\n\r\nTo carry our employee training and quality assurance.\r\n\r\nTo use aggregated data to understand customer trends in lifestyle and water consumption to assist in business planning.\r\n\r\nTo comply with any regulatory obligations we may have.\r\n\r\nTo ensure we operate to the expectations of a responsible water company.\r\n\r\nTo handle responses to public consultations, such as our Water Resources Management Plan, Drought Plan or the Havant Thicket Reservoir Consultations.\r\n\r\nTo maintain our land holdings and sites.\r\n\r\nTo keep our records accurate and up-to-date.\r\n\r\nTo ensure efficient collection of water charges.\r\n\r\nTo prevent and detect crime, including fraud.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Consent</strong>\r\n\r\nAlthough most of the personal data that we collect is needed because we have a legal obligation to process that data or a legitimate interest in the use of that data, in a small number of cases, we need your consent to collect and use your personal data. We will ask for your consent:</td>\r\n<td>To send you marketing of recreational services and products;\r\n\r\nIf you would like us to add or talk to someone else about your account.\r\n\r\nTo enable us to obtain and use data from a Smart Water Meter to provide you with additional customer services as agreed.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Performing our Public Task</strong>\r\n\r\nWhen processing your data is necessary for the performance of a task carried out in the public interest or in the exercise of official authority.</td>\r\n<td>To compile, maintain and manage our Priority Services Register (a list of customers with additional service needs).\r\n\r\nSubstantial Public Interest (SPI), as in UK law, is also used as our legal basis to process special category data for the purpose of providing a priority service to vulnerable customers based on their health data, e.g. dialysis.\r\n\r\nAs we are processing special category data under this legal basis, we have prepared an ‘Appropriate Policy Document’ as required under the Data Protection Act 2018. If you would like to view a copy of this policy, please contact the Data Protection Officer using the details under the ‘Contacting Us’ section of this Notice.\r\n\r\nProcessing our Non-Household customers personal data, as detailed in ‘Our Non-Household Customers’ section of this Notice.</td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Who we share personal data with"]\r\n\r\nWe share personal data with multiple parties for legal, regulatory, and operational purposes. Other than where the exchange of data is required by law, we have contracts in place with third parties with whom we share data. These contracts detail how personal data should be handled and protected while being processed by any third party. We conduct due diligence checks on third party processors to ensure they comply with their obligations to us.\r\n\r\nWe have legal requirements for sharing data with your Sewerage Provider – this will usually be Southern Water Services Limited however, other companies may be operating in our area of supply and provide your waste water services.\r\n\r\nWe may use carefully selected third parties to help process your data and provide you with excellent customer service. We use software providers for different systems like our billing system and job management system to support us with the large amount of data that\r\n\r\nwe need to manage. We use third parties to assist us with printing bills and customer communications and to provide you with online customer accounts. We use companies to help us process payments including card payments, payment cards and to process cheques.\r\n\r\nWe share data with external agencies, such as local authorities, Police, Fire and/or Ambulance services, e.g. in the event of an emergency (this may include special category data, such as medical conditions if you have signed up to our Priority Services Register).\r\n\r\nWe share data with Government bodies for the detection and prevention of fraud.\r\n\r\nWe use third party organisations to help us provide our services to you and we share data with these parties. We have contracts in place and this means that they cannot do anything with your personal information unless we have instructed them to do it. They will not share your personal information with any other organisation unless they are instructed by us to do so. They will hold it securely and retain it for the period we instruct.\r\n\r\nSome of the third parties with whom we share your data are based outside of the United Kingdom and, in some cases, outside the European Economic Area. In these cases, your data is protected by the special safeguarding measures set out by the data protection legislation i.e.\r\n<ul>\r\n 	<li>our contracts with these third parties incorporate the standard contractual clauses adopted by the European Commission and UK authorities for this purpose; or,</li>\r\n 	<li>the transfer is protected by the recipient’s binding corporate rule arrangements; or</li>\r\n 	<li>the recipient is in a country whose data protection laws are deemed by UK/EU authorities to provide adequate safeguard for transferred personal data without the need for additional safeguarding measures to be put in place.</li>\r\n</ul>\r\nWe work closely with a number of Contractors, our primary contractor being Cappagh, for mains replacement, pipe repairs and meter options, and these Contractors will have access to customer information relevant to their work. We also use trusted Contractors to make leak repairs at customer properties. If you contact us about a leak in your home and are eligible for a visit, your data will be shared with our Contractors in order for them to provide this function on our behalf.\r\n\r\nWe share data with selected third parties for marketing purposes in circumstances where we have a legitimate interest in promoting their services and where we feel you would benefit from their products or services. In particular, we share data with HomeServe, who will use the information we provide to them to send dual branded marketing information on our behalf in relation to their Plumbing and Drainage Plus Insurance. You can opt-out of receiving direct marketing at any time by email, phone or in writing. To opt out of this plumbing and drainage insurance marketing you can also complete an online form. Please see the Direct Marketing section of this Notice for more details.\r\n\r\nFrom time to time we require legal advice and may need to share your personal data with our legal advisers, our insurance company or other professional advisors in order to obtain advice or to make a claim.\r\n\r\nThe types of Organisations we share data with are as follows:-\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td><strong>Category</strong></td>\r\n<td><strong>Process</strong></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Debt Recovery and Debt Management Services</strong></td>\r\n<td>Collecting unpaid debt;\r\n\r\nTracking locations of individuals;\r\n\r\nMaintaining accurate data;\r\n\r\nRequesting additional contact data;\r\n\r\nManaging debt collection processes;\r\n\r\nChecking if debt risks apply;\r\n\r\nUndertaking Court action.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Contractors</strong></td>\r\n<td>Performing network maintenance, including street works, detecting and repairing leaks and responding to water supply incidents;\r\n\r\nProviding priority services to ‘vulnerable’ customers.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Property maintenance contractors</strong></td>\r\n<td>Performing property maintenance.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Network maintenance contractors</strong></td>\r\n<td>Performing network maintenance, including street works, and responding to water supply incidents. Installing new water meters and providing services to ‘vulnerable’ customers.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Other Water Companies (in particular Southern Water Services Limited)</strong></td>\r\n<td>Providing meter readings and water consumption information for billing purposes to calculate waste water use;\r\n\r\nOccupancy/Occupier details to maintain accurate data;\r\n\r\nInformation for discount tariffs such as Watersure and Social Tariff so that similar discounts can be considered;\r\n\r\nSharing priority service data to assist in identifying vulnerable customers.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Other Utility Companies</strong></td>\r\n<td>To assist with the provision of Priority Services if you are a member of our Priority Services Register.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Insurance Partner</strong></td>\r\n<td>Offering insurance products related to your water supply &amp; waste water services.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Financial (Banking and BACS)</strong></td>\r\n<td>Collection and payment of invoices and bills.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Housing Associations and Landlords</strong></td>\r\n<td>Water Regulation inspections.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Land Agents</strong></td>\r\n<td>Managing our land and property and obtaining land rights.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Social Media platforms</strong></td>\r\n<td>Responding to enquiries, concerns and complaints.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Customer survey and feedback services</strong></td>\r\n<td>Carrying out and analysing surveys and feedback results.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Insurance providers</strong></td>\r\n<td>Managing litigation and compensation claims.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>External Legal and Professional Advisors</strong></td>\r\n<td>Obtaining legal advice, managing disputes and dealing with compensation claims.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Auditors</strong></td>\r\n<td>Providing assurance for business processes and decisions.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Consultants</strong></td>\r\n<td>Providing follow up feedback to individuals during Public Consultations (e.g. Havant Thicket Reservoir).</td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n&nbsp;\r\n\r\nTo comply with our legal and regulatory obligations we provide personal data to the following Authorities:\r\n<ul>\r\n 	<li>Defra</li>\r\n 	<li>Ofwat</li>\r\n 	<li>Drinking Water Inspectorate</li>\r\n 	<li>Environment Agency</li>\r\n 	<li>Public Health England</li>\r\n 	<li>Environmental Health Authorities</li>\r\n 	<li>Institute of Customer Service</li>\r\n 	<li>Consumer Council for Water (CCW)</li>\r\n 	<li>The Water Redress Scheme (WATRS)</li>\r\n 	<li>Market Operator Services Limited (MOSL).</li>\r\n</ul>\r\n<strong>Ofwat surveys (customer service - “C-MeX, D-MeX and B-MeX”) </strong>\r\n\r\nAll household customers and developers who contact us may have their contact information passed to a third party processor acting on behalf of our water regulator Ofwat for the purposes of regulating customer service in the water industry in England and Wales. You may be contacted by this third party about the service you received from Portsmouth Water and asked to score our performance. Your response is very important as it allows Ofwat to regulate the performance of companies and the service they provide their customers. This is not a marketing call or a call used for market research purposes. As Ofwat are our water regulator we are  obliged to share certain details with them, however, if you would rather we did not do this then please let us know by emailing us at: <a href="mailto:dataprotection@portsmouthwater.co.uk"><u>dataprotection@portsmouthwater.co.uk</u></a>. For more information please visit the Ofwat website at <a href="http://www.ofwat.gov.uk/regulated-companies/company-obligations/customer-experience/data-protection/">www.ofwat.gov.uk/regulated-companies/company-obligations/customer-experience/data-protection/</a>.\r\n\r\n<strong>Our surveys </strong>\r\n\r\nWe use third parties, or our own employees, to help contact our various types of customers to undertake water consumption surveys to inform our water resource management plan or for customer satisfaction or customer engagement processes. These are not marketing calls and your response is very important to us. If you would prefer not to participate you can register yourself as ‘no contact for surveys’ with our Customer Services Team at any time or by emailing us at <a href="mailto:dataprotection@portsmouthwater.co.uk">dataprotection@portsmouthwater.co.uk</a>. Please note this will not stop general communications in relation to your account or water supply. The results of these surveys are not stored on your water account but are instead used by our Customer Engagement and Water Resources Team to look at improving engagement or planning resources in the area.\r\n\r\nWe may also contact you to undertake a survey after you have been in touch with us so that we can find out how satisfied you were with the service you received. We may contact you after this to see if we can improve our service to you.\r\n\r\n<strong>Direct marketing</strong>\r\n\r\nWe do not use direct marketing to sell our core services, however, we may want to contact you in relation to additional services, such as water efficiency services. We may also want to provide you with marketing information from carefully selected third parties which relate to the services we provide.\r\n\r\nNon-personalised bill inserts will be included with your water – to opt out of receiving these bill inserts, please complete the form at <a href="http://www.portsmouthwater.co.uk/opt-out">www.portsmouthwater.co.uk/opt-out</a>.\r\n\r\nIf you contact our call centre, we may offer you the opportunity to talk to HomeServe about their Plumbing and Drainage Plus Insurance. To opt-out of HomeServe marketing, in addition to the options below, you can also complete our online form which can be found under the ‘Cover Through HomeServe’ section at <a href="https://portsmouthwater.co.uk/opt-out">www.portsmouthwater.co.uk/opt-out</a>.\r\n\r\nIf you decide to purchase Plumbing and Drainage insurance with HomeServe they will process your data as a Data Controller. To view a copy of HomeServe’s Privacy Policy please visit: <a href="https://homeserve.com/uk/about/privacy-policy" target="_blank" rel="noopener">www.homeserve.com/uk/about/privacy-policy</a>.\r\n\r\nYou have the right to stop the use of your personal data for direct marketing activities and we must and will comply with your request.\r\n\r\nIf you would like to stop any other direct marketing communications from us:\r\n<ul>\r\n 	<li>Call us on 023 9249 9666 and tell us you no longer wish to receive direct marketing;</li>\r\n 	<li>Email us at <a href="mailto:dataprotection@portsmouthwater.co.uk">dataprotection@portsmouthwater.co.uk</a>;</li>\r\n 	<li>Write to us at – Portsmouth Water, PO Box 8, West Street, Havant PO9 1LG.</li>\r\n</ul>\r\n<strong>Please note</strong>: You may continue to receive communications for a short period after changing your preferences whilst our systems are fully updated. If a third party marketing campaign is in the process of being issued at the time of your opt-out request, it may not be possible to remove your data from that campaign, therefore, you may receive this marketing communication.\r\n\r\n<strong>Where your personal data may be processed</strong>\r\n\r\nSometimes we will need to share your personal data with third-party data processors in countries outside the European Economic Area (EEA), such as the USA.\r\n\r\nWhen we do this, we put adequate safeguards in place to ensure your data receives the same protection as if it were being processed inside the EEA. If you wish for more information about how your data may be processed outside the EEA, please contact our Data Protection Officer.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Automated Decision Making"]\r\n\r\n<strong>Automated Decision Making and Profiling</strong>\r\n\r\nAutomated decision making involves making decisions using your personal data by automated means without any human involvement.\r\n\r\nWe use automated decision making for decisions on how we recover debts. This is based on a profiled risk score provided by Credit Reference Agencies. We use the score to assess the likelihood of a customer being able to repay their debt. Risk scores are also used to determine which payment terms are most appropriate to any particular situation, as well as the appropriate way to support a customer if they fail to make payment or engage with us.\r\n\r\nWhenever we use automated decision making that is likely to have a significant effect on someone, we ensure that there is a process for review by a human being.\r\n\r\nProfiling is analysing information in a way that classifies individuals into different groups using algorithms or machine-learning. We may undertake profiling to analyse and predict behaviour in order to improve our services to our customers.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Visiting our website, using our online customer portal &amp; our Cookie Policy"]\r\n<h3>If you are an e-billing customer</h3>\r\nIn the interest of reducing paper and protecting the environment, and for your convenience, you may be an e-billing customer and hold an online customer account with us. Your online customer portal will allow you to manage your account, view recent bills and will also allow you to update your communication and marketing preferences.\r\n<h3>Our New Portsmouth Water App</h3>\r\nWe are in the process of developing a new App which customers will be able to download to their personal device/s. The App will give you access to your Portsmouth Water account where you can view and manage your account information, set up and view payments and view recent bills. The App will also include helpful features ready for when Smart Water Meters are installed, such as viewing bespoke water efficiency insights and water savings trackers, as well as providing you easy access to your meter readings. Customers will be informed once the App is ready for launch.\r\n<h3>Cookies</h3>\r\nWe use a cookies tool on our website and online customer portal to gain consent for the optional cookies we use. Cookies that are necessary for functionality, security and accessibility are set and are not deleted by the tool. Individuals visiting our website have the ability to turn off or ‘opt out’ of non-essential/optional cookies. You can read more about how we use cookies, and how to change your cookies preferences, in our Cookies Policy. Most web browsers allow some control of cookies through browser settings. More information about cookies, including how to block and/or delete them, via a range of common browsers, can be found at <a href="http://www.allaboutcookies.org">www.allaboutcookies.org</a>.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Data Subject Rights"]\r\n\r\nYou have certain legal rights in relation to any personal data about you which we hold. These rights are summarised below:\r\n<ul>\r\n 	<li><strong>Right to be informed\r\n</strong> You can ask for details of how we process your personal data, as covered by this Privacy Notice.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Access\r\n</strong>You can ask for a copy of the information we hold about you. If possible, you should specify the type of information you’d like to see to ensure that our response meets your expectations. We must be able to verify your identify and your request may not impact the rights and freedoms of other people, e.g. privacy and confidentiality rights of other customers or our employees. Other exemptions may apply and this will be dependent on the information and context.</li>\r\n 	<li><strong>Right to Rectification\r\n</strong>You can ask that your personal data be corrected or updated if you believe it is inaccurate or incomplete. This right only applies to your own personal data and when exercising this right, please be as specific as possible.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Erasure\r\n</strong>You may, in certain circumstances, be entitled to ask to have your personal data erased (this is also known as the ‘right to be forgotten’). We may not be able to erase your personal data if, for example, we need it to comply with a legal obligation or exercise or defend legal claims.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Restriction on Processing\r\n</strong>You can ask us to stop using your personal data, however, in some circumstances this right may not apply, for example, if we have a legal obligation to use the data.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Data Portability\r\n</strong>We do not currently carry out any such processing. If we do in the future, you can make a request and this data can be exported from our systems.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Object\r\n</strong>You can request that your personal data is not processed for specific purposes such as profiling. This right applies where our processing of your personal data is necessary for us to perform a task in the public interest or for our functions or for our legitimate purposes. You can also object to our processing of your personal data for direct marketing purposes. If you would like to opt out of receiving any marketing communications from us, please contact us using the details within this Notice.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Rights Related to Automated Decision-making, including Profiling\r\n</strong>You have the right to not be subject to a decision based solely on automated processing of your personal data (i.e. no human intervention), including profiling, where the decision affects your legal status or rights of where the decision has a similarly significant effect, e.g. affecting your financial circumstances or employment opportunities.</li>\r\n</ul>\r\nThe applicability of some of these rights depends on the legal basis of processing of the data concerned. Some of these rights only apply in specific circumstances and we may not need to fully comply with your request in all cases.\r\n\r\nYou may exercise any of these rights free of charge, by contacting us. We may need to check your identity and may need to ask for more information – it’ll help us if you\'re as specific in your request as possible.\r\n\r\nWe’ll comply with your request within one calendar month (from the time we receive your request, or any additional information we asked for) unless:\r\n<ul>\r\n 	<li>It\'s a complex request – in such cases, we’ll respond within the month to inform you of the appropriate response period that will apply to your request (which may be a period of up to three months); or</li>\r\n 	<li>in exceptional circumstances, we would not be able to carry out your request. In these cases, we\'ll inform you of the reason within one calendar month.</li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Contact, Queries &amp; Complaints"]\r\n\r\nIf you have any further questions about the way we manage your personal data, or if you are unhappy with how we have used your  personal data, you can always contact us by email at  <a href="mailto:dataprotection@portsmouthwater.co.uk">dataprotection@portsmouthwater.co.uk</a>  or write to us at:\r\n\r\n<strong>Data Protection Officer\r\n</strong><strong>Portsmouth Water\r\n</strong><strong>PO Box 8\r\n</strong><strong>West Street\r\n</strong><strong>Havant\r\n</strong><strong>PO9 1LG</strong>\r\n\r\nWe will acknowledge any data protection complaint within 30 days; keeping you informed of progress and explaining the outcome.\r\n\r\nIf you are not satisfied with our response, you have the right to escalate the matter by submitting a complaint to the Information Commission (IC). The IC is responsible for upholding information rights and enforcing data protection laws. You can contact them directly via their website at ico.org.uk, by phone at 0303 123 1113, or by writing to:\r\n\r\n<strong>Information Commission\r\n</strong><strong>Wycliffe House\r\n</strong><strong>Water Lane\r\n</strong><strong>Wilmslow\r\n</strong><strong>Cheshire\r\n</strong><strong>SK9 5AF</strong>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h3 id="terms-of-use">Website Terms of Use</h3>\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/04/Website-Terms-Conditions-April-2024.pdf">Download our website Terms of Use here</a>\r\n<h3>Disclaimer</h3>\r\nWhilst every effort has been made to ensure that the information in this website is accurate and up to date, the information contained herein is provided without any representation or warranty of any kind. In no event shall Portsmouth Water Ltd be liable for any damage or loss arising out of or in connection with the use of this website or other sites that may be linked to this site.', 'Privacy Notice', '', 'inherit', 'closed', 'closed', '', '2387-revision-v1', '', '', '2025-12-09 15:26:20', '2025-12-09 15:26:20', '', 2387, 'https://www.portsmouthwater.co.uk/?p=15776', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15777, 1, '2025-12-16 12:47:18', '2025-12-16 12:47:18', '', 'Brockhampton TRA 2025', '', 'inherit', 'closed', 'closed', '', 'brockhampton-tra-2025-signed-1', '', '', '2025-12-16 12:47:27', '2025-12-16 12:47:27', '', 10174, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Brockhampton-TRA-2025-Signed-1.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15778, 1, '2025-12-16 12:48:38', '2025-12-16 12:48:38', '', 'BPS Privacy Notice - December 2025', '', 'inherit', 'closed', 'closed', '', 'privacy-notice-2025', '', '', '2025-12-16 12:48:46', '2025-12-16 12:48:46', '', 10174, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Privacy-notice-2025.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15779, 1, '2025-12-16 12:49:42', '2025-12-16 12:49:42', '', 'Spotlight on Pensions newsletter 2025', '', 'inherit', 'closed', 'closed', '', 'final-newsletter-2025', '', '', '2025-12-16 12:49:53', '2025-12-16 12:49:53', '', 10174, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Final-newsletter-2025.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15780, 1, '2025-12-16 12:50:13', '2025-12-16 12:50:13', 'Welcome to the Brockhampton Pension Scheme Member Webpage – please click the links below to view the relevant information:\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Final-newsletter-2025.pdf">Spotlight on Pensions newsletter 2025</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Brockhampton-Pension-Scheme-SIP-2025.pdf" target="_blank" rel="noopener">BPS Statement of Investment Principles 2025</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Privacy-notice-2025.pdf">BPS Privacy Notice - December 2025</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/10/Useful-Contacts-2025.pdf" target="_blank" rel="noopener">Useful Contacts 2025</a>\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Brockhampton-TRA-2025-Signed-1.pdf">Brockhampton TRA 2025</a>', 'Brockhampton Pension Scheme', '', 'inherit', 'closed', 'closed', '', '10174-revision-v1', '', '', '2025-12-16 12:50:13', '2025-12-16 12:50:13', '', 10174, 'https://www.portsmouthwater.co.uk/?p=15780', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15781, 1, '2025-12-17 12:01:03', '2025-12-17 12:01:03', '[caption id="attachment_15782" align="aligncenter" width="800"]<img class="size-full wp-image-15782" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/pw-jan-knowlson.jpg" alt="" width="800" height="600" /> <em>Jan Knowlson, Biodiversity Officer for the South Downs National Park, next to one of the dew ponds.</em>[/caption]\r\n<h2>Portsmouth Water supports six environmental projects in 2025</h2>\r\nPortsmouth Water has supported six environmental projects across its supply area in 2025, contributing <strong>£63,000 through its Biodiversity Grant Scheme</strong> to help enhance habitat connectivity between its sites.\r\n\r\nImproving chalk grassland, restoring ponds and planting new hedgerows are among the initiatives to benefit from the scheme this year.\r\n\r\nThe Biodiversity Grant Scheme was established in recognition of the rich variety of wildlife found on many of Portsmouth Water’s sites, including rare and protected species. To help strengthen the resilience of these environments, the scheme provides support to local organisations working to create ‘stepping stones’ that enable wildlife to move safely between habitats.\r\n<h3>Supporting biodiversity and habitat connectivity</h3>\r\n<strong>Bob Taylor, Chief Executive Officer for Portsmouth Water, said:</strong>\r\n\r\n“As 2025 draws to a close, we’re really pleased to highlight some of the important work taking place across our supply area. Improvements to chalk grassland, pond restoration and new hedgerow planting are just a few examples of the projects we’ve been fortunate to contribute to through our Biodiversity Grant Scheme this year.\r\n\r\n“Many of our sites are home to diverse and sensitive habitats, and we have a responsibility to help safeguard them. Biodiversity relies on connectivity, so we’re committed to supporting local groups whose projects enhance habitats around our land and strengthen that natural network.\r\n\r\n“It’s also important to recognise that these achievements are made possible by the organisations leading the work and the volunteers who give their time and expertise. We’re incredibly grateful to everyone involved – thank you.”\r\n<h3>Restoring ponds across the South Downs</h3>\r\n<strong>Jan Knowlson, Biodiversity Officer for the South Downs National Park, said:</strong>\r\n\r\n“None of this inspiring work to restore dew ponds would be possible without donations from businesses and organisations such as Portsmouth Water, so I’d like to say a big thank you.\r\n\r\n“We think a century ago there may have been more than 1,000 ponds across the South Downs region, but this number has drastically reduced, so you can only imagine the impact this has had on wildlife.\r\n\r\n“These bodies of water are vital for all manner of flora and fauna, supporting 70 per cent of all freshwater species. With climate change bringing warmer summers, having this network of ponds across the South Downs landscape is more important than ever.\r\n\r\n“It’s been wonderful to see the ponds come to fruition and wildlife returning. Given half a chance, it proves nature can thrive anywhere!”\r\n<h3>Local authority support</h3>\r\n<strong>Cllr Kimberley Barrett, Cabinet Member for Climate Change and Environment at Portsmouth City Council, said:</strong>\r\n\r\n“Protecting and enhancing biodiversity is vital for the health of our local environment and the species that depend on it. Initiatives like Portsmouth Water’s Biodiversity Grant Scheme make a real difference by supporting projects that restore habitats and improve connectivity across our region.\r\n\r\n“We’re delighted to see this level of investment and collaboration, which helps create a more resilient natural landscape for future generations.”\r\n<h3>Biodiversity Grant Scheme highlights</h3>\r\nSince launching in 2020, Portsmouth Water’s Biodiversity Grant Scheme has supported 49 projects across Hampshire and West Sussex. These initiatives, delivered by non-profit groups and local authorities, focus on enhancing habitats around company land and across the wider supply area.\r\n<ul>\r\n 	<li>Restoration of six ponds in the South Downs National Park</li>\r\n 	<li>Four projects at Farlington Marshes with the Hampshire &amp; Isle of Wight Wildlife Trust, a highly species-rich habitat and important site for nesting birds</li>\r\n 	<li>Ecological surveys along the River Lavant and River Ems</li>\r\n 	<li>Removal and management of invasive non-native species, including Himalayan balsam, Japanese knotweed and mink</li>\r\n 	<li>Installation of water troughs at multiple RSPB sites to reintroduce conservation grazing</li>\r\n</ul>\r\nThe scheme will continue to offer funding to local organisations aiming to protect and enhance wildlife habitats, working to strengthen the connectivity and resilience of the natural environment across Hampshire and West Sussex.\r\n\r\n<strong>For more information:</strong> <a href="https://www.cleanwaterpartnership.co.uk/about-1-1" target="_blank" rel="noopener">Biodiversity Grant Scheme | cleanwater</a>', 'Portsmouth Water contributes over £60,000 to environmental projects in West Sussex and Hampshire this year', '', 'publish', 'closed', 'open', '', 'portsmouth-water-contributes-over-60000-to-environmental-projects-in-west-sussex-and-hampshire-this-year', '', '', '2025-12-18 14:19:11', '2025-12-18 14:19:11', '', 0, 'https://www.portsmouthwater.co.uk/?p=15781', 5, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15782, 1, '2025-12-18 14:12:40', '2025-12-18 14:12:40', '', 'Jan Knowlson', 'Jan Knowlson, Biodiversity Officer for the South Downs National Park, next to one of the dew ponds.', 'inherit', 'closed', 'closed', '', 'pw-jan-knowlson', '', '', '2025-12-18 14:13:05', '2025-12-18 14:13:05', '', 15781, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/pw-jan-knowlson.jpg', 0, 'attachment', 'image/jpeg', 0); 
INSERT INTO `wlcj_posts` VALUES (15783, 1, '2025-12-18 14:18:55', '2025-12-18 14:18:55', '[caption id="attachment_15782" align="aligncenter" width="800"]<img class="size-full wp-image-15782" src="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/pw-jan-knowlson.jpg" alt="" width="800" height="600" /> <em>Jan Knowlson, Biodiversity Officer for the South Downs National Park, next to one of the dew ponds.</em>[/caption]\r\n<h2>Portsmouth Water supports six environmental projects in 2025</h2>\r\nPortsmouth Water has supported six environmental projects across its supply area in 2025, contributing <strong>£63,000 through its Biodiversity Grant Scheme</strong> to help enhance habitat connectivity between its sites.\r\n\r\nImproving chalk grassland, restoring ponds and planting new hedgerows are among the initiatives to benefit from the scheme this year.\r\n\r\nThe Biodiversity Grant Scheme was established in recognition of the rich variety of wildlife found on many of Portsmouth Water’s sites, including rare and protected species. To help strengthen the resilience of these environments, the scheme provides support to local organisations working to create ‘stepping stones’ that enable wildlife to move safely between habitats.\r\n<h3>Supporting biodiversity and habitat connectivity</h3>\r\n<strong>Bob Taylor, Chief Executive Officer for Portsmouth Water, said:</strong>\r\n\r\n“As 2025 draws to a close, we’re really pleased to highlight some of the important work taking place across our supply area. Improvements to chalk grassland, pond restoration and new hedgerow planting are just a few examples of the projects we’ve been fortunate to contribute to through our Biodiversity Grant Scheme this year.\r\n\r\n“Many of our sites are home to diverse and sensitive habitats, and we have a responsibility to help safeguard them. Biodiversity relies on connectivity, so we’re committed to supporting local groups whose projects enhance habitats around our land and strengthen that natural network.\r\n\r\n“It’s also important to recognise that these achievements are made possible by the organisations leading the work and the volunteers who give their time and expertise. We’re incredibly grateful to everyone involved – thank you.”\r\n<h3>Restoring ponds across the South Downs</h3>\r\n<strong>Jan Knowlson, Biodiversity Officer for the South Downs National Park, said:</strong>\r\n\r\n“None of this inspiring work to restore dew ponds would be possible without donations from businesses and organisations such as Portsmouth Water, so I’d like to say a big thank you.\r\n\r\n“We think a century ago there may have been more than 1,000 ponds across the South Downs region, but this number has drastically reduced, so you can only imagine the impact this has had on wildlife.\r\n\r\n“These bodies of water are vital for all manner of flora and fauna, supporting 70 per cent of all freshwater species. With climate change bringing warmer summers, having this network of ponds across the South Downs landscape is more important than ever.\r\n\r\n“It’s been wonderful to see the ponds come to fruition and wildlife returning. Given half a chance, it proves nature can thrive anywhere!”\r\n<h3>Local authority support</h3>\r\n<strong>Cllr Kimberley Barrett, Cabinet Member for Climate Change and Environment at Portsmouth City Council, said:</strong>\r\n\r\n“Protecting and enhancing biodiversity is vital for the health of our local environment and the species that depend on it. Initiatives like Portsmouth Water’s Biodiversity Grant Scheme make a real difference by supporting projects that restore habitats and improve connectivity across our region.\r\n\r\n“We’re delighted to see this level of investment and collaboration, which helps create a more resilient natural landscape for future generations.”\r\n<h3>Biodiversity Grant Scheme highlights</h3>\r\nSince launching in 2020, Portsmouth Water’s Biodiversity Grant Scheme has supported 49 projects across Hampshire and West Sussex. These initiatives, delivered by non-profit groups and local authorities, focus on enhancing habitats around company land and across the wider supply area.\r\n<ul>\r\n 	<li>Restoration of six ponds in the South Downs National Park</li>\r\n 	<li>Four projects at Farlington Marshes with the Hampshire &amp; Isle of Wight Wildlife Trust, a highly species-rich habitat and important site for nesting birds</li>\r\n 	<li>Ecological surveys along the River Lavant and River Ems</li>\r\n 	<li>Removal and management of invasive non-native species, including Himalayan balsam, Japanese knotweed and mink</li>\r\n 	<li>Installation of water troughs at multiple RSPB sites to reintroduce conservation grazing</li>\r\n</ul>\r\nThe scheme will continue to offer funding to local organisations aiming to protect and enhance wildlife habitats, working to strengthen the connectivity and resilience of the natural environment across Hampshire and West Sussex.\r\n\r\n<strong>For more information:</strong> <a href="https://www.cleanwaterpartnership.co.uk/about-1-1" target="_blank" rel="noopener">Biodiversity Grant Scheme | cleanwater</a>', 'Portsmouth Water contributes over £60,000 to environmental projects in West Sussex and Hampshire this year', '', 'inherit', 'closed', 'closed', '', '15781-revision-v1', '', '', '2025-12-18 14:18:55', '2025-12-18 14:18:55', '', 15781, 'https://www.portsmouthwater.co.uk/?p=15783', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15784, 1, '2025-12-18 16:34:13', '2025-12-18 16:34:13', '', 'PWL Supplier Code of Conduct v2 20250401', '', 'inherit', '', 'closed', '', 'pwl-supplier-code-of-conduct-v2-20250401', '', '', '2025-12-18 16:34:13', '2025-12-18 16:34:13', '', 0, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/PWL-Supplier-Code-of-Conduct-v2-20250401.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15785, 1, '2026-02-17 15:48:33', '2025-12-18 16:37:02', '', 'Supplier Code of Conduct', '', 'publish', 'closed', 'closed', '', 'supplier-code-of-conduct', '', '', '2026-02-17 15:48:33', '2026-02-17 15:48:33', '', 0, 'https://www.portsmouthwater.co.uk/?p=15785', 15, 'nav_menu_item', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15786, 1, '2025-12-18 17:00:26', '2025-12-18 17:00:26', '', 'PWL - HALF YEAR REPORT - 30SEP2025', '', 'inherit', '', 'closed', '', 'pwl-half-year-report-30sep2025', '', '', '2025-12-18 17:00:26', '2025-12-18 17:00:26', '', 0, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/PWL-HALF-YEAR-REPORT-30SEP2025.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15788, 1, '2025-12-22 13:54:56', '2025-12-22 13:54:56', '<strong>Wednesday 25<sup>th</sup> February 2026 / 5pm - 7pm / Court Lane Infant Academy, Hilary Avenue, Cosham, Portsmouth, PO6 2PP</strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Cosham Community Event - 25th February 2026', '', 'publish', 'closed', 'open', '', 'cosham-community-event-25th-february-2026', '', '', '2025-12-22 13:54:56', '2025-12-22 13:54:56', '', 0, 'https://www.portsmouthwater.co.uk/?p=15788', 1, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15789, 1, '2025-12-22 13:54:56', '2025-12-22 13:54:56', '<strong>Wednesday 25<sup>th</sup> February 2026 / 5pm - 7pm / Court Lane Infant Academy, Hilary Avenue, Cosham, Portsmouth, PO6 2PP</strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Cosham Community Event - 25th February 2026', '', 'inherit', 'closed', 'closed', '', '15788-revision-v1', '', '', '2025-12-22 13:54:56', '2025-12-22 13:54:56', '', 15788, 'https://www.portsmouthwater.co.uk/?p=15789', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15791, 1, '2026-01-06 14:55:44', '2026-01-06 14:55:44', '<strong>Wednesday 28<sup>th</sup> January 2026 / 11am - 1pm / The Drayton Centre, 238 Havant Road, Drayton, Portsmouth, PO6 1PA. </strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Drayton community event - 28th January 2026', '', 'publish', 'closed', 'open', '', 'drayton-community-event-2nd-december-2025-2', '', '', '2026-01-06 14:55:44', '2026-01-06 14:55:44', '', 0, 'https://www.portsmouthwater.co.uk/?p=15791', 0, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15792, 1, '2026-01-06 14:55:44', '2026-01-06 14:55:44', '<strong>Wednesday 28<sup>th</sup> January 2026 / 11am - 1pm / The Drayton Centre, 238 Havant Road, Drayton, Portsmouth, PO6 1PA. </strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Drayton community event - 28th January 2026', '', 'inherit', 'closed', 'closed', '', '15791-revision-v1', '', '', '2026-01-06 14:55:44', '2026-01-06 14:55:44', '', 15791, 'https://www.portsmouthwater.co.uk/?p=15792', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15793, 1, '2026-01-09 11:10:34', '2026-01-09 11:10:34', '', 'ICG Meeting Minutes - December 2025', '', 'inherit', '', 'closed', '', 'icg-meeting-minutes-december-2025', '', '', '2026-01-09 11:10:34', '2026-01-09 11:10:34', '', 1790, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/ICG-Meeting-Minutes-December-2025.docx', 0, 'attachment', 'application/vnd.openxmlformats-officedocument.wordprocessingml.document', 0); 
INSERT INTO `wlcj_posts` VALUES (15794, 1, '2026-01-09 11:11:38', '2026-01-09 11:11:38', '<h2>Welcome to the <span data-olk-copy-source="MessageBody">Independent Challenge Group</span> for Portsmouth Water</h2>\r\nWith origins dating back to 2012 and originally named the Customer Scrutiny Panel (CSP) is an independent group established to ensure that Portsmouth Water customers have been consulted on a range of important matters and significant plans from Portsmouth Water. As the local water supplier, we care about customers’ views, particularly on areas that have impact on levels of service, the environment or bills.\r\n\r\nThe purpose of the panel is to have informed scrutiny for a sustainable and equitable water future for Portsmouth Water &amp; its customers.\r\n<h3><strong>Membership of the <span data-olk-copy-source="MessageBody">Independent Challenge Group (ICG)</span></strong></h3>\r\nThe ICG comprises a range of key stakeholders including regulators, customer representatives, local government elected members and members who play key roles within the communities served by Portsmouth Water. The current members are listed below.\r\n\r\n<strong>Stef Nienaltowski Independent Chair</strong>\r\nCllr Bob Maynard, Gosport Borough Council\r\nSharon Darcy, Portsmouth Water Non-Exec Director\r\nCatherine Jones, Consumer Council for Water\r\nRoy Briscoe, Chichester District Council\r\nChris Need, West Sussex Growers Association\r\nCllr Pieter Montyn, West Sussex County Council\r\nTerence Carvalho, Delivered Social\r\nCllr Mike Ford, Fareham Council\r\nElla Reilly University Student\r\nCllr Sue Wallsgrove, Arun District Council\r\nTom Massey, Environmental Agency\r\nRebecca Gale, University of Portsmouth PhD Student\r\nSandy Bramley, Citizens Advice\r\nSarah Goode, Environmental Agency\r\nCllr Grainne Rason, Havant Borough Council\r\nRachael Clemson, Natural England\r\nCllr Dave Ashmore, Portsmouth City Council\r\nRichard Lee, Portsmouth City Council\r\nKaty Ricks, Tackling Poverty PCC\r\nDr Julia Brown, University of Portsmouth\r\nTouriya Ghadbar, University of Portsmouth PhD Student\r\n\r\n<em><strong>All these members are completely independent of Portsmouth Water.</strong></em>\r\n\r\n[divider height="30" style="default" line="default" themecolor="1"]\r\n<h2>The Role of the <span data-olk-copy-source="MessageBody">Independent Challenge Group </span></h2>\r\n<ul>\r\n 	<li>Reviewing the performance against each one of Portsmouth Water’s commitments and Outcome Delivery Incentives in its <a href="https://www.portsmouthwater.co.uk/news/publications/business-plan-2025-2030/">Business Plan</a></li>\r\n 	<li>Producing a report to the Portsmouth Water Board annually to summarise The Panel’s findings on the above, which will accompany the Risk and Compliance Statement or Assurance Report produced by the company in its Annual Report. This report is also shared with customers and stakeholders.</li>\r\n 	<li>Advising on and monitoring the effectiveness of the ongoing engagement Portsmouth Water has with its customers in each community, recognizing the diversity of all socio-economic groups that it supplies with water.</li>\r\n</ul>\r\nThe ICG will meet at least twice per year.\r\n\r\nThis web page is updated to show the progress of the panel. All relevant documents and meeting minutes will be posted here as and when they are complete. Below is a list of relevant documents showing the progress to date:\r\n<h2>Register interest in joining our <span data-olk-copy-source="MessageBody">Independent Challenge Group</span></h2>\r\n[gravityform id="30" title="false" description="false"]\r\n\r\n\r\n\r\nIf you have any comments or observations about how we engage with customers please forward them via email to <a href="mailto:jamie.jones@portsmouthwater.co.uk">jamie.jones@portsmouthwater.co.uk</a> or by post to:\r\n\r\n<strong>FAO: Independent Challenge Group</strong>\r\n<strong> Portsmouth Water Limited, </strong><strong>West Street, </strong><strong>Havant, </strong><strong>Hampshire, </strong><strong>PO9 1LG</strong>', 'Independent Challenge Group', '', 'inherit', 'closed', 'closed', '', '1790-revision-v1', '', '', '2026-01-09 11:11:38', '2026-01-09 11:11:38', '', 1790, 'https://www.portsmouthwater.co.uk/?p=15794', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15795, 1, '2026-01-13 12:56:12', '2026-01-13 12:56:12', '', '2026-27 Indicative Wholesale Charges', '', 'inherit', 'closed', 'closed', '', 'scheme-of-charges_wholesale_-2026-2027', '', '', '2026-01-13 12:56:40', '2026-01-13 12:56:40', '', 3877, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/SCHEME-OF-CHARGES_WHOLESALE_-2026-2027.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15796, 1, '2026-01-13 12:56:14', '2026-01-13 12:56:14', '', 'Wholesale Charges assurance statement for 2026-27', '', 'inherit', 'closed', 'closed', '', 'wholesale-charges-assurance-statement-26-27-redacted', '', '', '2026-01-13 12:57:16', '2026-01-13 12:57:16', '', 3877, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/Wholesale-charges-assurance-statement-26-27-redacted.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15797, 1, '2026-01-13 12:56:15', '2026-01-13 12:56:15', '', 'Statement of Significant Changes to Bills 2026-27', '', 'inherit', 'closed', 'closed', '', 'wholesale-statement-of-significant-changes-26-27-v2', '', '', '2026-01-13 12:56:56', '2026-01-13 12:56:56', '', 3877, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/Wholesale-Statement-of-Significant-Changes-26-27-v2.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15799, 1, '2026-01-16 13:47:57', '2026-01-16 13:47:57', '<strong>Friday 27th March 2026 / 3pm - 5pm / St Andrews Church Hall, Havant Road, Farlington, PO6 1AA.</strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Farlington Community Event - 27th March 2026', '', 'publish', 'closed', 'open', '', 'drayton-community-event-2nd-december-2025-2-2', '', '', '2026-01-16 13:47:57', '2026-01-16 13:47:57', '', 0, 'https://www.portsmouthwater.co.uk/?p=15799', 2, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15800, 1, '2026-01-16 13:47:57', '2026-01-16 13:47:57', '<strong>Friday 27th March 2026 / 3pm - 5pm / St Andrews Church Hall, Havant Road, Farlington, PO6 1AA.</strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Farlington Community Event - 27th March 2026', '', 'inherit', 'closed', 'closed', '', '15799-revision-v1', '', '', '2026-01-16 13:47:57', '2026-01-16 13:47:57', '', 15799, 'https://www.portsmouthwater.co.uk/?p=15800', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15801, 1, '2026-01-16 13:49:05', '2026-01-16 13:49:05', '<strong>Saturday 25<sup>th</sup> April 2026 / 10am - 4pm / Meridian Shopping Centre, Elm Lane, Havant, PO9 1UN. </strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Havant Community Event - 25th April 2026', '', 'publish', 'closed', 'open', '', 'drayton-community-event-2nd-december-2025-2-2-2', '', '', '2026-01-16 13:49:05', '2026-01-16 13:49:05', '', 0, 'https://www.portsmouthwater.co.uk/?p=15801', 3, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15802, 1, '2026-01-16 13:49:05', '2026-01-16 13:49:05', '<strong>Saturday 25<sup>th</sup> April 2026 / 10am - 4pm / Meridian Shopping Centre, Elm Lane, Havant, PO9 1UN. </strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Havant Community Event - 25th April 2026', '', 'inherit', 'closed', 'closed', '', '15801-revision-v1', '', '', '2026-01-16 13:49:05', '2026-01-16 13:49:05', '', 15801, 'https://www.portsmouthwater.co.uk/?p=15802', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15803, 1, '2026-01-19 14:06:39', '2026-01-19 14:06:39', '<strong>Wednesday 20th May 2026 / 4pm - 6pm / Bedhampton Community Centre, 21 Bedhampton Road, Havant, PO9 3ES.</strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Bedhampton Community Event - 20th May 2026', '', 'publish', 'closed', 'open', '', 'bedhampton-community-event-20th-may-2026', '', '', '2026-01-19 14:06:54', '2026-01-19 14:06:54', '', 0, 'https://www.portsmouthwater.co.uk/?p=15803', 4, 'post', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15804, 1, '2026-01-19 14:06:39', '2026-01-19 14:06:39', '<strong>Wednesday 20th May 2026 / 4pm - 6pm / Bedhampton Community Centre, 21 Bedhampton Road, Havant, PO9 3ES.</strong>\r\n\r\nMeet the team, ask your questions, and find out more about what\'s happening in your area.', 'Bedhampton Community Event - 20th May 2026', '', 'inherit', 'closed', 'closed', '', '15803-revision-v1', '', '', '2026-01-19 14:06:39', '2026-01-19 14:06:39', '', 15803, 'https://www.portsmouthwater.co.uk/?p=15804', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15805, 1, '2026-01-19 14:17:49', '2026-01-19 14:17:49', '<h2>©Portsmouth Water Ltd</h2>\r\nThis website is governed by the law and jurisdiction of England and Wales. All rights, including, without limitation copyright, in the form and content of this website are owned by Portsmouth Water Ltd.\r\n<div style="border: 2px solid #ff6d2e; padding: 10px 20px; margin-bottom: 20px;">\r\n<h3>Smart Water Meter Privacy Notice</h3>\r\nIf you are having a Smart Water Meter installed at your home or business property, or you already have one, our Smart Water Meter Privacy Notice tells you how we will collect and use your personal data.\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Smart-Water-Meter-Privacy-Notice-Dec-2025.pdf">Download our Smart Water Meter Privacy Notice here</a>\r\n<strong>Please scroll down for Portsmouth Water’s main Privacy Notice.</strong>\r\n\r\n</div>\r\n<h3>Privacy Notice</h3>\r\nThe purpose of this Privacy Notice is to make it easier for you to understand how we use and protect your personal data. Personal data is any data that can identify you either on its own or used with other data.\r\n\r\nThis Privacy Notice will help you understand your privacy rights, how and why we need to process your personal data, and how you can get in touch with us if you need to.\r\n\r\nProcessing personal data involves any activity to do with that data, for example collection, storage, editing and deletion.\r\n\r\nWe’ve presented this information in different sections so you can access the information you need more easily. You’ll find our general privacy information under the headings below; with a separate PDF of the whole document should you wish to download this.\r\n\r\nWe take your personal data privacy very seriously and we\'re committed to protecting your personal data by complying with the relevant privacy legislation. We encourage you to read each section thoroughly.\r\n\r\nIf we make any significant changes impacting your privacy, we\'ll make this clear. Please remember to check from time to time.\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/09/Portsmouth-Water-Privacy-Notice-02.09.25.pdf">Download our Privacy Notice here</a>\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="About Portsmouth Water"]\r\n\r\nThis Privacy Notice is designed to explain how we collect and use our customer’s and other individual’s personal data. We are committed to protecting this data, to uphold their data rights, and to meet expectations for handling personal data.\r\n\r\nWe are a registered data controller, registration number: Z6707640. This means it is our responsibility to maintain and protect all personal data that we collect and ensure that anyone we share personal data with will also adequately protect that data.\r\n\r\nThis Notice relates to Portsmouth Water Limited (Company Number 2536455) as the principal subsidiary in the South Downs Group, but will also apply to other subsidiaries.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="What personal data do we collect?"]\r\n\r\nWe will always endeavour to make it clear why we are collecting your personal data.\r\n<h3>Information we collect from you and what we do with it</h3>\r\nWe collect and process your personal data in a number of ways from the information you give to us. You may provide information to us about you by filling in a form on our website or by contacting us by telephone, email or otherwise. This includes information you provide when registering for our online customer portal, when you search for or request a service from us, enter a competition or survey or when you report a leak, problem or provide feedback regarding our website or the services we provide.\r\n\r\nThe information you provide us with will vary, but will include:\r\n<ul>\r\n 	<li><strong>Personal details:</strong> title, name, date of birth, disability;</li>\r\n 	<li><strong>Bank account and card details:</strong> account number and sort code, accounts holders name, direct debit details;</li>\r\n 	<li><strong>Contact details:</strong> postal address, email address, mobile and/or landline numbers;</li>\r\n 	<li><strong>Financial details:</strong> household income, benefits;  <strong>Household information:</strong> age and number of children;     <strong>Documentation:</strong> bank statements, passports etc.</li>\r\n</ul>\r\nWe will keep scanned copies of any documents for validation and audit purposes, this evidence will be deleted in line with our retention policy.\r\n\r\nIf an individual is registered on our Priority Services Register, we will collect information to allow us to provide additional assistance and support to that individual when required. For more information, please see the ‘Priority Services Register – Helping Our Vulnerable Customers’ section of this Notice.\r\n\r\nWe also collect information about you from third parties, examples being:\r\n<ul>\r\n 	<li>If you are a tenant, your Landlord or letting agent may provide us with personal data in order to set up or close down your water account at their property.</li>\r\n 	<li>A new resident at a former supply address, estate/letting agent or solicitor acting on behalf of you or a new resident of a former supply address (e.g. where you are moving home and the third party is providing a forwarding address - with or without your consent).</li>\r\n 	<li>Your sewerage company to ensure accurate billing.</li>\r\n 	<li>Debt Management and Tracing Agencies will provide us with contact information (emails and telephone numbers) to allow us to contact and locate individuals for debt collection purposes.</li>\r\n 	<li>We may receive information from Local Authorities and Local Councils for the purpose of making sure you are on the most appropriate water tariff, and we will contact you in relation to the same.</li>\r\n</ul>\r\nWe record all phone calls, incoming and out-going, made by departments that deal directly with customers, including Customer Services, Networks, Water Quality and Wholesale Services. Call recordings are held for 2 years before being securely deleted. While providing services we will collect data about you and when reading your water meter we will collect water usage information including, where applicable, information from Smart Water Meters.\r\n\r\nWhenever you visit our website or online portal we use cookies - these cookies do not collect personal information. For more information, please see the ‘Visiting Our Website, Using Our Online Customer Portal and Our Cookie Policy’ section of this Notice. We also collect data from publicly available sources (such as the electoral roll and Land Registry) where the information is made public as a matter of law.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="What to expect when you contact us"]\r\n<h3>Contacting us via social media</h3>\r\nIt is never a good idea to post your personal contact information on a public social media site. If you contact us using social media to report an issue and we need more information, we will ask you to private message us with suitable communication information which we will use to contact you in order to resolve your concern or gather additional information for our investigation.\r\n<h3>Contacting us by telephone</h3>\r\nWhen you contact us by telephone, your telephone number will be added to your account so that contact with you in relation to your water account can be made more convenient.\r\n\r\nWe will use a telephone number listed on your account to call or text you to provide you with essential service messages.\r\n\r\nWhen contacting us outside of our normal working hours, (between 5pm-8am Monday to Friday and over the weekend), your call will be dealt with by our ‘out-of-hours’ partner who are working with us to ensure our customers can contact us 24 hours a day, 7 days a week. Our partner will collect information from you to allow us to deal with your call efficiently.\r\n<h3>AI Customer Service Agent</h3>\r\nWhile waiting to speak with us by phone, you may be offered the option to use our AI Agent, Kevin. Information will be provided about the types of queries Kevin can assist with, and you can choose to be transferred. If you choose to use this service, your conversation will be recorded and processed to update your account (as appropriate), provide support, and improve our services. You may continue to hold for a live agent if you prefer and can ask to be transferred to a live agent at any time.\r\n<h3>Emailing us</h3>\r\nIf you email us, we will respond to you using the email address you gave us. Your email address will be added to your account and will be used by us to provide you with essential service messages. Please try to avoid sending personal data by email as this is not considered to be a secure communication method.\r\n\r\nAny email sent to Portsmouth Water, including any attachments, will be monitored and assessed by our security partners for reasons of security and to check compliance. Emails are also backed up by our data processor Mimecast.\r\n\r\nPlease be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.\r\n<h3>Contacting us via WebChat</h3>\r\nWe use a third party provider, currently LiveChat, to supply and support our Webchat service, which we use to handle customer enquires in real time.\r\n\r\nIf you use the WebChat service we will collect your name, postal address, account number (optional) and email address (optional) as well as the contents of your WebChat session. The information provided will be added to your account.\r\n\r\nYou can request a transcript of your WebChat session once completed. This is sent to the email address you have the option to provide when logging in to the service.\r\n<h3>Visiting our Offices</h3>\r\nYou will be required to sign into our Visitor Management System when you arrive at our Head Office. We will collect your name, contact number, car registration (if applicable), the name of the company you work for (if applicable) and a photo of you will be taken. A printed ID will be produced for you to display on the provided lanyard and must be worn at all times when you are on Company premises. Your data will be held securely within this system for 1 month before being fully deleted.\r\n\r\nOur premises are monitored by CCTV so your image will be captured whenever you enter our site boundary. There are signs to show you when you are entering an area monitored by CCTV. CCTV images are held for 30 days and then deleted. In the case of suspected criminal activity CCTV images will be held for longer and will be shared with the relevant local authority (e.g. the Police), as appropriate.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Priority Services Register (PSR) – Helping our vulnerable customers"]\r\n\r\nOur Priority Services Register is a free service for customers who may need additional assistance either in communicating with us or in the event of a water supply interruption/emergency. Priority Services customers include those with physical or mental impairments, medical conditions, the elderly or those with young families. These customers may not be able to easily leave their home to collect bottled water in a water emergency.\r\n\r\nThe PSR allows us to quickly and efficiently identify those customers who require support in water events, and also allows support to be identified when planning work that may impact the water supply, as well as how we communicate with our customers.\r\n\r\nThe data is processed following individuals themselves, or third parties acting on their behalf (e.g. a family member, a charity, a support worker, a carer etc) signing up to the PSR by completing a hard-copy or online form or by calling our Customer Services Team. The individual provides the required information which, as well as that already described, will also include contact details (name, address, email, telephone number). On receiving this information, the relevant \'Needs Code(s)\' and/or updates will be made on to the relevant customer account. \'Needs Codes\' are entries that can be searched to identify the support that is needed through reports that we can run when we are required to do so.\r\n\r\nWe share PSR data with the energy sector, and other trusted third parties, to ensure that the assistance and support required by individuals can also be provided quickly and efficiently by these third parties. The support provided by these third parties may differ from that of Portsmouth Water\'s support.\r\n\r\nIndividuals can request to be removed from the PSR at any time, but we will first review the request and may then discuss this with the individual to make sure it is in their best interest.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Smart Water Meters "]\r\n\r\nFrom 2025 we will commence the roll out of Smart Water Meters. We’ll install Smart Water Meters for all the homes and businesses we supply by 2035, with 130,000 new meters installed by 2030. We will write to you to let you know when your property is having a Smart Water Meter fitted, however, if you’re unsure whether you have been upgraded to a Smart Water Meter, please phone our Customer Services team on 023 9224 9666.\r\n\r\nPlease read our separate <a href="https://www.portsmouthwater.co.uk/about-us/legal-notice/">Smart Meter Privacy Notice</a> to find out how we process and use meter data to engage with customers.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Havant Thicket Public Consultation and Project "]\r\n\r\nIf you live close to the location of our new Havant Thicket Reservoir, you\'ll receive communications from us to keep you up to date with the project and/or to inform you of planned works that may require some form of action from yourself (e.g. to move your car to allow surveys to be completed). We may need to seek assistance from mail printing companies to issue these communications to you and if this is required we will share your name and address. The data will only be shared when necessary and will be deleted within 4 weeks of a communication campaign ending.\r\n\r\nWe have a separate website for the Havant Thicket Reservoir project at <a href="https://havant-thicket-reservoir.uk.engagementhq.com/" target="_blank" rel="noopener">https://havant-thicket-reservoir.uk.engagementhq.com/</a>. The Privacy Notice on that website details how your data will be used if you decide to register. If you register, and ask a question or provide comments and ask for contact to follow up on this, your contact details will be shared with the relevant consultant to allow a response to be provided. Drones may be used on the Havant Thicket Reservoir site and clear signage will be in place to ensure visitors are aware.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Customers who fall into arrears or fail to pay their bill"]\r\n\r\nIn respect to a customer’s responsibility for paying their bills, Portsmouth Water has a regulatory requirement to provide a safe, maintained supply of fresh water to your property. In section 5 of our Water Charges Scheme we explain that water charges are payable by the occupier of the premises, or the person who uses the supply, except where the owner of the premises is liable by enactment or by agreement with Portsmouth Water. Our Water Charges Scheme is further supported by the Water Industry Act 1991, which gives Water Companies the powers to charge and recover charges. This is referred to in Section 142 of the Water Industry Act 1991.\r\n\r\nThe information that we hold about customers will be used to recover arrears in line with our regulatory obligations and in doing so we use third party debt collection / management companies and credit reference agencies to assist us, this may include third parties undertaking Court Action on our behalf.\r\n\r\nWe use elements of automated decision making and profiling to identify appropriate debt recovery strategies.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Our Non-Household customers"]\r\n\r\nNon-household customers are non-incorporated businesses whose retail services (e.g. customer services, billing) are provided by a separate water retail company, but whose premises are physically connected to our water network. We provide these customers with a wholesale service.\r\n\r\nInsofar as limited personal information is collected in relation to non-incorporated businesses, both Portsmouth Water and the relevant water retailer are each separate Controllers of the personal data of the non-household customers in our service areas. Data protection laws are applied to non-household/business customers only to the extent that we process personal data of individuals (e.g., personal data of sole traders or company representatives).\r\n<h3>Information we collect from you and what we do with it</h3>\r\nOur purpose is to use this data to provide a wholesale water service to our non-household customers and their retailers by carrying out activities such as:\r\n<ul>\r\n 	<li>Supplying non-household customers with water in line with our legal and regulatory obligations;</li>\r\n 	<li>Recording and fixing service problems e.g. water pressure issues and burst water pipes;</li>\r\n 	<li>Maintaining our pipes and other assets;</li>\r\n 	<li>Dealing with emergency events;</li>\r\n 	<li>Maintaining, monitoring and reporting drinking water quality;</li>\r\n 	<li>Supporting non-household customers in improving water efficiency;</li>\r\n 	<li>Metering – making appointments, meter fitting and repairing;</li>\r\n 	<li>Collecting, analysing and sharing meter data from Smart Water Meters and data loggers to monitor consumption and leakage and enable accurate billing;</li>\r\n 	<li>Making payments – for example Guaranteed Service Standards (GSS);</li>\r\n 	<li>Working with farmers in our area on catchment studies to reduce pollution;</li>\r\n 	<li>Non-household customer communications around street works and incidents;</li>\r\n 	<li>Dealing with claims after service incidents;</li>\r\n 	<li>Managing enquiries and complaints;</li>\r\n 	<li>Assessing allowances and abatements;</li>\r\n 	<li>Carrying out vacant property checks and site visits to check meter and supply details, and;</li>\r\n 	<li>Demonstrating compliance with our legal obligations to our regulators.</li>\r\n</ul>\r\nMore information on the wholesale services we provide to non-household customers can be found on our website at <a href="http://www.portsmouthwater.co.uk/business/">www.portsmouthwater.co.uk/business/</a>.\r\n\r\n<strong>What type of personal information do we process?</strong>\r\n\r\nThe information processed includes:\r\n<ul>\r\n 	<li>Non-household customer contact and supply address details.</li>\r\n 	<li>Asset and incident information linked to the service that may identify the non-household customer for example, but not limited to, meter serial number, business meter readings, including 15 minute meter readings where data loggers have been fitted and are enabled.</li>\r\n 	<li>Information required to process insurance claims, for example, but not limited to, damage to a property due to flooding from our asset.</li>\r\n 	<li>Information required to produce regulatory reports, for example, reporting the number of customer complaints.</li>\r\n</ul>\r\nOur legal basis for processing personal data for these activities is Article 6(1)(e) of the UK GDPR, which allows us to process personal data when this is necessary to perform our public tasks as a regulated business in line with the rules and requirements set out by our regulators, such as Ofwat.\r\n<h3>Sharing data with third parties</h3>\r\nTo provide our services in an efficient and effective way, your personal data may be provided to us by your retailer and we\'ll share this with our service providers, for example, sharing Developer details with Retailers when a supply point is created in the market to enable the Retailer to produce bills. We’ll share with the Market Operator Services Limited (MOSL) as required, for example, in registering and de-registering supply points (please see MOSL’s Summary of Agreements for more information <a href="https://mosl.co.uk/documents-publications/1427-summary-of-arrangements/file" target="_blank" rel="noopener">https://mosl.co.uk/documents-publications/1427-summary-of-arrangements/file</a><a href="https://mosl.co.uk/documents-publications/1427-summary-of-arrangements/file">)</a>.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Developer Services"]\r\n\r\nThis section of our Privacy Notice explains how we use personal data in relation to the development of a site or property. This could be relevant for homeowners, developers, self-lay providers and/or newly appointed water companies (NAVs).\r\n\r\n<strong>Purpose (lawful basis for processing)</strong>\r\n\r\nOur purpose is to provide a service to our customers in this context, including land/property owners, developers, self-lay providers and NAVs, by carrying out activities such as:\r\n<ul>\r\n 	<li>Handling applications from customers for the provision of our services.</li>\r\n 	<li>Dealing with enquiries and complaints from customers who contact us for this purpose.</li>\r\n 	<li>Issuing invoices to and taking payments from our customers.</li>\r\n 	<li>Carrying out necessary work (e.g. new water mains and service connections, adoptions and requisitions, build over agreements, providing bulk water to NAVs).</li>\r\n 	<li>Customer relationship management (customer surveys, newsletters, open days).</li>\r\n</ul>\r\nMore information on the services we provide to our customers in this context can be found on our website <a href="https://developers.portsmouthwater.co.uk/">https://developers.portsmouthwater.co.uk/</a>.\r\n\r\nOur legal basis for processing your data for most of these activities is:\r\n<ul>\r\n 	<li>Article 6(1)(c) which allows us to process personal data when processing is necessary for compliance with a legal obligation to which we are subject (Water Industry Act 1991 and associated regulations).</li>\r\n 	<li>Article 6(1)(b) which allows us to process personal data when processing is necessary for a contract, we have with you or because you have asked us to take specific steps before entering into a contract.</li>\r\n 	<li>Article 6(1)(f) which allows us to process personal data when processing is necessary for our legitimate interests or the legitimate interests of a third party, unless, on balance, these are outweighed by the need to protect your individual rights.</li>\r\n</ul>\r\n<strong>What type of personal information do we process for this purpose?</strong>\r\n\r\nWe use the information you’ve provided us to help us deliver the service you requested.\r\n\r\nThis could include contacting you to discuss the application/work, visiting the site where work needs to be carried out, and invoicing when appropriate. We may also arrange video calls to see the pipework.\r\n\r\nCustomer feedback is important to us, so we may also use the information to ask for feedback on how we can improve our performance.\r\n\r\nWe’ll use your business contact details to keep in touch and maintain strong working relationships with you.\r\n\r\n<strong>Sharing data with third parties</strong>\r\n\r\nSome of our services are carried out by our partner organisations. Where this is the case, we may transfer your personal data to them to allow them to complete the work.\r\n\r\nWe’re also required to share details with our regulator Ofwat, and its authorised agents, to enable them to conduct customer feedback surveys about our developer services performance.\r\n\r\nFor new properties around our border where we provide water supply services, we must share new connection information including address and postcode with companies providing the wastewater services for these properties.\r\n\r\n<strong>Developer Portal</strong>\r\n\r\nYou may opt to register as a user of our Developer Portal, which will allow you to submit new service, self-lay or NAV applications electronically. You can also opt to make payment of the application fees via the portal. To register for the portal, we will require your Company name, correspondence address, email address, name, and telephone number.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="How long will we retain data for"]\r\n\r\nWe have a data retention policy and data will be retained as long as it serves a useful and legitimate purpose, taking into account all legal and regulatory obligations.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Purpose for collecting your personal data"]\r\n\r\nWe will only collect data where we have a clear and legal basis to do so. The table below explains each legal basis we use, with a more detailed description of the purpose alongside it:\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td><strong>Legal Basis</strong></td>\r\n<td><strong>Purpose</strong></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Complying with Legal Obligations</strong>\r\n\r\nLegally we need to collect this information, for example, to comply with statutory and regulatory obligations.</td>\r\n<td>To meet our statutory obligations under:\r\n<ul>\r\n 	<li>Water Industry Act 1991;</li>\r\n 	<li>Water Resources Act 1991;</li>\r\n 	<li>Environment Act 1995;</li>\r\n 	<li>Water Industry Act 1999;</li>\r\n 	<li>Water Act 2014;</li>\r\n 	<li>Water Supply (Water Fittings) Regulations 1999;</li>\r\n 	<li>Water Supply (Water Quality) Regulations 2016;</li>\r\n 	<li>Instrument of Appointment as issued by the Secretary of State for the Environment.</li>\r\n 	<li>The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008</li>\r\n 	<li>Data Protection Act 2018.</li>\r\n</ul>\r\nTo contact customers about essential service issues, including, but not limited to:\r\n<ul>\r\n 	<li>payments (direct debit/payment arrangement failed);</li>\r\n 	<li>debt collection communications;</li>\r\n 	<li>tariff renewals/changes;</li>\r\n 	<li>metering (leak notifications, meter replacement);</li>\r\n 	<li>bill notifications (bill available to view and pay);</li>\r\n 	<li>urgent water quality notifications, and;</li>\r\n 	<li>supply issues (hosepipe bans, supply interruptions).</li>\r\n</ul>\r\n</td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n<em>We have a legal obligation to confirm your identity, to keep records required by law or to evidence our compliance with laws, including tax laws, consumer protection laws and data protection laws. Where we are required to do so, we have to provide information to law enforcement agencies or other authorities.</em>\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td><strong>Legal Basis</strong></td>\r\n<td><strong>Purpose</strong></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Our Legitimate Interests</strong>\r\n\r\nAs a Water Company we have a legitimate reason for collecting this data and consent is not required. Most of the personal data that we collect from or about you is needed to enable us to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.</td>\r\n<td>To provide water supply services and products.\r\n\r\nTo administer a customer’s account, including:\r\n<ul>\r\n 	<li>billing;</li>\r\n 	<li>requests;</li>\r\n 	<li>enquiries; and</li>\r\n 	<li>complaints</li>\r\n</ul>\r\nTo make goodwill and compensation payments;\r\n\r\nTo communicate with you about core products and services we provide, including;\r\n<ul>\r\n 	<li>metering initiatives;</li>\r\n 	<li>water efficiency measures;</li>\r\n 	<li>catchment management initiatives;</li>\r\n 	<li>our online customer portal, and;</li>\r\n 	<li>our Priority Services Register.</li>\r\n</ul>\r\nTo tell you about the services offered by a third party plumbing and drainage insurance provider, due to our interest in:\r\n<ul>\r\n 	<li>Promoting water efficiency;</li>\r\n 	<li>Reducing leaks and waste of water;</li>\r\n 	<li>Educating customers on pipework responsibilities.</li>\r\n</ul>\r\nTo carry out and analyse customer surveys.\r\n\r\nTo carry our employee training and quality assurance.\r\n\r\nTo use aggregated data to understand customer trends in lifestyle and water consumption to assist in business planning.\r\n\r\nTo comply with any regulatory obligations we may have.\r\n\r\nTo ensure we operate to the expectations of a responsible water company.\r\n\r\nTo handle responses to public consultations, such as our Water Resources Management Plan, Drought Plan or the Havant Thicket Reservoir Consultations.\r\n\r\nTo maintain our land holdings and sites.\r\n\r\nTo keep our records accurate and up-to-date.\r\n\r\nTo ensure efficient collection of water charges.\r\n\r\nTo prevent and detect crime, including fraud.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Consent</strong>\r\n\r\nAlthough most of the personal data that we collect is needed because we have a legal obligation to process that data or a legitimate interest in the use of that data, in a small number of cases, we need your consent to collect and use your personal data. We will ask for your consent:</td>\r\n<td>To send you marketing of recreational services and products;\r\n\r\nIf you would like us to add or talk to someone else about your account.\r\n\r\nTo enable us to obtain and use data from a Smart Water Meter to provide you with additional customer services as agreed.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Performing our Public Task</strong>\r\n\r\nWhen processing your data is necessary for the performance of a task carried out in the public interest or in the exercise of official authority.</td>\r\n<td>To compile, maintain and manage our Priority Services Register (a list of customers with additional service needs).\r\n\r\nSubstantial Public Interest (SPI), as in UK law, is also used as our legal basis to process special category data for the purpose of providing a priority service to vulnerable customers based on their health data, e.g. dialysis.\r\n\r\nAs we are processing special category data under this legal basis, we have prepared an ‘Appropriate Policy Document’ as required under the Data Protection Act 2018. If you would like to view a copy of this policy, please contact the Data Protection Officer using the details under the ‘Contacting Us’ section of this Notice.\r\n\r\nProcessing our Non-Household customers personal data, as detailed in ‘Our Non-Household Customers’ section of this Notice.</td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Who we share personal data with"]\r\n\r\nWe share personal data with multiple parties for legal, regulatory, and operational purposes. Other than where the exchange of data is required by law, we have contracts in place with third parties with whom we share data. These contracts detail how personal data should be handled and protected while being processed by any third party. We conduct due diligence checks on third party processors to ensure they comply with their obligations to us.\r\n\r\nWe have legal requirements for sharing data with your Sewerage Provider – this will usually be Southern Water Services Limited however, other companies may be operating in our area of supply and provide your waste water services.\r\n\r\nWe may use carefully selected third parties to help process your data and provide you with excellent customer service. We use software providers for different systems like our billing system and job management system to support us with the large amount of data that\r\n\r\nwe need to manage. We use third parties to assist us with printing bills and customer communications and to provide you with online customer accounts. We use companies to help us process payments including card payments, payment cards and to process cheques.\r\n\r\nWe share data with external agencies, such as local authorities, Police, Fire and/or Ambulance services, e.g. in the event of an emergency (this may include special category data, such as medical conditions if you have signed up to our Priority Services Register).\r\n\r\nWe share data with Government bodies for the detection and prevention of fraud.\r\n\r\nWe use third party organisations to help us provide our services to you and we share data with these parties. We have contracts in place and this means that they cannot do anything with your personal information unless we have instructed them to do it. They will not share your personal information with any other organisation unless they are instructed by us to do so. They will hold it securely and retain it for the period we instruct.\r\n\r\nSome of the third parties with whom we share your data are based outside of the United Kingdom and, in some cases, outside the European Economic Area. In these cases, your data is protected by the special safeguarding measures set out by the data protection legislation i.e.\r\n<ul>\r\n 	<li>our contracts with these third parties incorporate the standard contractual clauses adopted by the European Commission and UK authorities for this purpose; or,</li>\r\n 	<li>the transfer is protected by the recipient’s binding corporate rule arrangements; or</li>\r\n 	<li>the recipient is in a country whose data protection laws are deemed by UK/EU authorities to provide adequate safeguard for transferred personal data without the need for additional safeguarding measures to be put in place.</li>\r\n</ul>\r\nWe work closely with a number of Contractors, our primary contractor being Cappagh, for mains replacement, pipe repairs and meter options, and these Contractors will have access to customer information relevant to their work. We also use trusted Contractors to make leak repairs at customer properties. If you contact us about a leak in your home and are eligible for a visit, your data will be shared with our Contractors in order for them to provide this function on our behalf.\r\n\r\nWe share data with selected third parties for marketing purposes in circumstances where we have a legitimate interest in promoting their services and where we feel you would benefit from their products or services. In particular, we share data with HomeServe, who will use the information we provide to them to send dual branded marketing information on our behalf in relation to their Plumbing and Drainage Plus Insurance. You can opt-out of receiving direct marketing at any time by email, phone or in writing. To opt out of this plumbing and drainage insurance marketing you can also complete an online form. Please see the Direct Marketing section of this Notice for more details.\r\n\r\nFrom time to time we require legal advice and may need to share your personal data with our legal advisers, our insurance company or other professional advisors in order to obtain advice or to make a claim.\r\n\r\nThe types of Organisations we share data with are as follows:-\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td><strong>Category</strong></td>\r\n<td><strong>Process</strong></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Debt Recovery and Debt Management Services</strong></td>\r\n<td>Collecting unpaid debt;\r\n\r\nTracking locations of individuals;\r\n\r\nMaintaining accurate data;\r\n\r\nRequesting additional contact data;\r\n\r\nManaging debt collection processes;\r\n\r\nChecking if debt risks apply;\r\n\r\nUndertaking Court action.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Contractors</strong></td>\r\n<td>Performing network maintenance, including street works, detecting and repairing leaks and responding to water supply incidents;\r\n\r\nProviding priority services to ‘vulnerable’ customers.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Property maintenance contractors</strong></td>\r\n<td>Performing property maintenance.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Network maintenance contractors</strong></td>\r\n<td>Performing network maintenance, including street works, and responding to water supply incidents. Installing new water meters and providing services to ‘vulnerable’ customers.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Other Water Companies (in particular Southern Water Services Limited)</strong></td>\r\n<td>Providing meter readings and water consumption information for billing purposes to calculate waste water use;\r\n\r\nOccupancy/Occupier details to maintain accurate data;\r\n\r\nInformation for discount tariffs such as Watersure and Social Tariff so that similar discounts can be considered;\r\n\r\nSharing priority service data to assist in identifying vulnerable customers.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Other Utility Companies</strong></td>\r\n<td>To assist with the provision of Priority Services if you are a member of our Priority Services Register.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Insurance Partner</strong></td>\r\n<td>Offering insurance products related to your water supply &amp; waste water services.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Financial (Banking and BACS)</strong></td>\r\n<td>Collection and payment of invoices and bills.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Housing Associations and Landlords</strong></td>\r\n<td>Water Regulation inspections.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Land Agents</strong></td>\r\n<td>Managing our land and property and obtaining land rights.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Social Media platforms</strong></td>\r\n<td>Responding to enquiries, concerns and complaints.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Customer survey and feedback services</strong></td>\r\n<td>Carrying out and analysing surveys and feedback results.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Insurance providers</strong></td>\r\n<td>Managing litigation and compensation claims.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>External Legal and Professional Advisors</strong></td>\r\n<td>Obtaining legal advice, managing disputes and dealing with compensation claims.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Auditors</strong></td>\r\n<td>Providing assurance for business processes and decisions.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Consultants</strong></td>\r\n<td>Providing follow up feedback to individuals during Public Consultations (e.g. Havant Thicket Reservoir).</td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n&nbsp;\r\n\r\nTo comply with our legal and regulatory obligations we provide personal data to the following Authorities:\r\n<ul>\r\n 	<li>Defra</li>\r\n 	<li>Ofwat</li>\r\n 	<li>Drinking Water Inspectorate</li>\r\n 	<li>Environment Agency</li>\r\n 	<li>Public Health England</li>\r\n 	<li>Environmental Health Authorities</li>\r\n 	<li>Institute of Customer Service</li>\r\n 	<li>Consumer Council for Water (CCW)</li>\r\n 	<li>The Water Redress Scheme (WATRS)</li>\r\n 	<li>Market Operator Services Limited (MOSL).</li>\r\n</ul>\r\n<strong>Ofwat surveys (customer service - “C-MeX, D-MeX and B-MeX”) </strong>\r\n\r\nAll household customers and developers who contact us may have their contact information passed to a third party processor acting on behalf of our water regulator Ofwat for the purposes of regulating customer service in the water industry in England and Wales. You may be contacted by this third party about the service you received from Portsmouth Water and asked to score our performance. Your response is very important as it allows Ofwat to regulate the performance of companies and the service they provide their customers. This is not a marketing call or a call used for market research purposes. As Ofwat are our water regulator we are  obliged to share certain details with them, however, if you would rather we did not do this then please let us know by emailing us at: <a href="mailto:dataprotection@portsmouthwater.co.uk"><u>dataprotection@portsmouthwater.co.uk</u></a>. For more information please visit the Ofwat website at <a href="http://www.ofwat.gov.uk/regulated-companies/company-obligations/customer-experience/data-protection/">www.ofwat.gov.uk/regulated-companies/company-obligations/customer-experience/data-protection/</a>.\r\n\r\n<strong>Our surveys </strong>\r\n\r\nWe use third parties, or our own employees, to help contact our various types of customers to undertake water consumption surveys to inform our water resource management plan or for customer satisfaction or customer engagement processes. These are not marketing calls and your response is very important to us. If you would prefer not to participate you can register yourself as ‘no contact for surveys’ with our Customer Services Team at any time or by emailing us at <a href="mailto:dataprotection@portsmouthwater.co.uk">dataprotection@portsmouthwater.co.uk</a>. Please note this will not stop general communications in relation to your account or water supply. The results of these surveys are not stored on your water account but are instead used by our Customer Engagement and Water Resources Team to look at improving engagement or planning resources in the area.\r\n\r\nWe may also contact you to undertake a survey after you have been in touch with us so that we can find out how satisfied you were with the service you received. We may contact you after this to see if we can improve our service to you.\r\n\r\n<strong>Direct marketing</strong>\r\n\r\nWe do not use direct marketing to sell our core services, however, we may want to contact you in relation to additional services, such as water efficiency services. We may also want to provide you with marketing information from carefully selected third parties which relate to the services we provide.\r\n\r\nNon-personalised bill inserts will be included with your water – to opt out of receiving these bill inserts, please complete the form at <a href="http://www.portsmouthwater.co.uk/opt-out">www.portsmouthwater.co.uk/opt-out</a>.\r\n\r\nIf you contact our call centre, we may offer you the opportunity to talk to HomeServe about their Plumbing and Drainage Plus Insurance. To opt-out of HomeServe marketing, in addition to the options below, you can also complete our online form which can be found under the ‘Cover Through HomeServe’ section at <a href="https://portsmouthwater.co.uk/opt-out">www.portsmouthwater.co.uk/opt-out</a>.\r\n\r\nIf you decide to purchase Plumbing and Drainage insurance with HomeServe they will process your data as a Data Controller. To view a copy of HomeServe’s Privacy Policy please visit: <a href="https://homeserve.com/uk/about/privacy-policy" target="_blank" rel="noopener">www.homeserve.com/uk/about/privacy-policy</a>.\r\n\r\nYou have the right to stop the use of your personal data for direct marketing activities and we must and will comply with your request.\r\n\r\nIf you would like to stop any other direct marketing communications from us:\r\n<ul>\r\n 	<li>Call us on 023 9249 9666 and tell us you no longer wish to receive direct marketing;</li>\r\n 	<li>Email us at <a href="mailto:dataprotection@portsmouthwater.co.uk">dataprotection@portsmouthwater.co.uk</a>;</li>\r\n 	<li>Write to us at – Portsmouth Water, PO Box 8, West Street, Havant PO9 1LG.</li>\r\n</ul>\r\n<strong>Please note</strong>: You may continue to receive communications for a short period after changing your preferences whilst our systems are fully updated. If a third party marketing campaign is in the process of being issued at the time of your opt-out request, it may not be possible to remove your data from that campaign, therefore, you may receive this marketing communication.\r\n\r\n<strong>Where your personal data may be processed</strong>\r\n\r\nSometimes we will need to share your personal data with third-party data processors in countries outside the European Economic Area (EEA), such as the USA.\r\n\r\nWhen we do this, we put adequate safeguards in place to ensure your data receives the same protection as if it were being processed inside the EEA. If you wish for more information about how your data may be processed outside the EEA, please contact our Data Protection Officer.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Automated Decision Making"]\r\n\r\n<strong>Automated Decision Making and Profiling</strong>\r\n\r\nAutomated decision making involves making decisions using your personal data by automated means without any human involvement.\r\n\r\nWe use automated decision making for decisions on how we recover debts. This is based on a profiled risk score provided by Credit Reference Agencies. We use the score to assess the likelihood of a customer being able to repay their debt. Risk scores are also used to determine which payment terms are most appropriate to any particular situation, as well as the appropriate way to support a customer if they fail to make payment or engage with us.\r\n\r\nWhenever we use automated decision making that is likely to have a significant effect on someone, we ensure that there is a process for review by a human being.\r\n\r\nProfiling is analysing information in a way that classifies individuals into different groups using algorithms or machine-learning. We may undertake profiling to analyse and predict behaviour in order to improve our services to our customers.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Visiting our website, using our online customer portal &amp; our Cookie Policy"]\r\n<h3>If you are an e-billing customer</h3>\r\nIn the interest of reducing paper and protecting the environment, and for your convenience, you may be an e-billing customer and hold an online customer account with us. Your online customer portal will allow you to manage your account, view recent bills and will also allow you to update your communication and marketing preferences.\r\n<h3>Our New Portsmouth Water App</h3>\r\nWe are in the process of developing a new App which customers will be able to download to their personal device/s. The App will give you access to your Portsmouth Water account where you can view and manage your account information, set up and view payments and view recent bills. The App will also include helpful features ready for when Smart Water Meters are installed, such as viewing bespoke water efficiency insights and water savings trackers, as well as providing you easy access to your meter readings. Customers will be informed once the App is ready for launch.\r\n<h3>Cookies</h3>\r\nWe use a cookies tool on our website and online customer portal to gain consent for the optional cookies we use. Cookies that are necessary for functionality, security and accessibility are set and are not deleted by the tool. Individuals visiting our website have the ability to turn off or ‘opt out’ of non-essential/optional cookies. You can read more about how we use cookies, and how to change your cookies preferences, in our Cookies Policy. Most web browsers allow some control of cookies through browser settings. More information about cookies, including how to block and/or delete them, via a range of common browsers, can be found at <a href="http://www.allaboutcookies.org">www.allaboutcookies.org</a>.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Data Subject Rights"]\r\n\r\nYou have certain legal rights in relation to any personal data about you which we hold. These rights are summarised below:\r\n<ul>\r\n 	<li><strong>Right to be informed\r\n</strong> You can ask for details of how we process your personal data, as covered by this Privacy Notice.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Access\r\n</strong>You can ask for a copy of the information we hold about you. If possible, you should specify the type of information you’d like to see to ensure that our response meets your expectations. We must be able to verify your identify and your request may not impact the rights and freedoms of other people, e.g. privacy and confidentiality rights of other customers or our employees. Other exemptions may apply and this will be dependent on the information and context.</li>\r\n 	<li><strong>Right to Rectification\r\n</strong>You can ask that your personal data be corrected or updated if you believe it is inaccurate or incomplete. This right only applies to your own personal data and when exercising this right, please be as specific as possible.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Erasure\r\n</strong>You may, in certain circumstances, be entitled to ask to have your personal data erased (this is also known as the ‘right to be forgotten’). We may not be able to erase your personal data if, for example, we need it to comply with a legal obligation or exercise or defend legal claims.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Restriction on Processing\r\n</strong>You can ask us to stop using your personal data, however, in some circumstances this right may not apply, for example, if we have a legal obligation to use the data.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Data Portability\r\n</strong>We do not currently carry out any such processing. If we do in the future, you can make a request and this data can be exported from our systems.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Object\r\n</strong>You can request that your personal data is not processed for specific purposes such as profiling. This right applies where our processing of your personal data is necessary for us to perform a task in the public interest or for our functions or for our legitimate purposes. You can also object to our processing of your personal data for direct marketing purposes. If you would like to opt out of receiving any marketing communications from us, please contact us using the details within this Notice.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Rights Related to Automated Decision-making, including Profiling\r\n</strong>You have the right to not be subject to a decision based solely on automated processing of your personal data (i.e. no human intervention), including profiling, where the decision affects your legal status or rights of where the decision has a similarly significant effect, e.g. affecting your financial circumstances or employment opportunities.</li>\r\n</ul>\r\nThe applicability of some of these rights depends on the legal basis of processing of the data concerned. Some of these rights only apply in specific circumstances and we may not need to fully comply with your request in all cases.\r\n\r\nYou may exercise any of these rights free of charge, by contacting us. We may need to check your identity and may need to ask for more information – it’ll help us if you\'re as specific in your request as possible.\r\n\r\nWe’ll comply with your request within one calendar month (from the time we receive your request, or any additional information we asked for) unless:\r\n<ul>\r\n 	<li>It\'s a complex request – in such cases, we’ll respond within the month to inform you of the appropriate response period that will apply to your request (which may be a period of up to three months); or</li>\r\n 	<li>in exceptional circumstances, we would not be able to carry out your request. In these cases, we\'ll inform you of the reason within one calendar month.</li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Contact, Queries &amp; Complaints"]\r\n\r\nIf you have any further questions about the way we manage your personal data, or if you are unhappy with how we have used your  personal data, you can always contact us by email at  <a href="mailto:dataprotection@portsmouthwater.co.uk">dataprotection@portsmouthwater.co.uk</a>  or write to us at:\r\n\r\n<strong>Data Protection Officer\r\n</strong><strong>Portsmouth Water\r\n</strong><strong>PO Box 8\r\n</strong><strong>West Street\r\n</strong><strong>Havant\r\n</strong><strong>PO9 1LG</strong>\r\n\r\nWe will acknowledge any data protection complaint within 30 days; keeping you informed of progress and explaining the outcome.\r\n\r\nIf you are not satisfied with our response, you have the right to escalate the matter by submitting a complaint to the Information Commission (IC). The IC is responsible for upholding information rights and enforcing data protection laws. You can contact them directly via their website at ico.org.uk, by phone at 0303 123 1113, or by writing to:\r\n\r\n<strong>Information Commission\r\n</strong><strong>Wycliffe House\r\n</strong><strong>Water Lane\r\n</strong><strong>Wilmslow\r\n</strong><strong>Cheshire\r\n</strong><strong>SK9 5AF</strong>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h3 id="terms-of-use">Website Terms of Use</h3>\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/04/Website-Terms-Conditions-April-2024.pdf">Download our website Terms of Use here</a>\r\n<h3>Disclaimer</h3>\r\nWhilst every effort has been made to ensure that the information in this website is accurate and up to date, the information contained herein is provided without any representation or warranty of any kind. In no event shall Portsmouth Water Ltd be liable for any damage or loss arising out of or in connection with the use of this website or other sites that may be linked to this site.', 'Privacy Notice', '', 'inherit', 'closed', 'closed', '', '2387-revision-v1', '', '', '2026-01-19 14:17:49', '2026-01-19 14:17:49', '', 2387, 'https://www.portsmouthwater.co.uk/?p=15805', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15806, 1, '2026-01-19 14:29:00', '2026-01-19 14:29:00', '', 'Download our Privacy Notice here', '', 'inherit', 'closed', 'closed', '', 'pw-privacy-notice-19-01-25', '', '', '2026-01-19 14:30:49', '2026-01-19 14:30:49', '', 2387, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/PW-Privacy-Notice-19.01.25.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15807, 1, '2026-01-19 14:30:52', '2026-01-19 14:30:52', '<h2>©Portsmouth Water Ltd</h2>\r\nThis website is governed by the law and jurisdiction of England and Wales. All rights, including, without limitation copyright, in the form and content of this website are owned by Portsmouth Water Ltd.\r\n<div style="border: 2px solid #ff6d2e; padding: 10px 20px; margin-bottom: 20px;">\r\n<h3>Smart Water Meter Privacy Notice</h3>\r\nIf you are having a Smart Water Meter installed at your home or business property, or you already have one, our Smart Water Meter Privacy Notice tells you how we will collect and use your personal data.\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2025/12/Smart-Water-Meter-Privacy-Notice-Dec-2025.pdf">Download our Smart Water Meter Privacy Notice here</a>\r\n<strong>Please scroll down for Portsmouth Water’s main Privacy Notice.</strong>\r\n\r\n</div>\r\n<h3>Privacy Notice</h3>\r\nThe purpose of this Privacy Notice is to make it easier for you to understand how we use and protect your personal data. Personal data is any data that can identify you either on its own or used with other data.\r\n\r\nThis Privacy Notice will help you understand your privacy rights, how and why we need to process your personal data, and how you can get in touch with us if you need to.\r\n\r\nProcessing personal data involves any activity to do with that data, for example collection, storage, editing and deletion.\r\n\r\nWe’ve presented this information in different sections so you can access the information you need more easily. You’ll find our general privacy information under the headings below; with a separate PDF of the whole document should you wish to download this.\r\n\r\nWe take your personal data privacy very seriously and we\'re committed to protecting your personal data by complying with the relevant privacy legislation. We encourage you to read each section thoroughly.\r\n\r\nIf we make any significant changes impacting your privacy, we\'ll make this clear. Please remember to check from time to time.\r\n\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/PW-Privacy-Notice-19.01.25.pdf">Download our Privacy Notice here</a>\r\n\r\n[accordion title="" open1st="0" openAll="0" style=""]\r\n\r\n[accordion_item title="About Portsmouth Water"]\r\n\r\nThis Privacy Notice is designed to explain how we collect and use our customer’s and other individual’s personal data. We are committed to protecting this data, to uphold their data rights, and to meet expectations for handling personal data.\r\n\r\nWe are a registered data controller, registration number: Z6707640. This means it is our responsibility to maintain and protect all personal data that we collect and ensure that anyone we share personal data with will also adequately protect that data.\r\n\r\nThis Notice relates to Portsmouth Water Limited (Company Number 2536455) as the principal subsidiary in the South Downs Group, but will also apply to other subsidiaries.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="What personal data do we collect?"]\r\n\r\nWe will always endeavour to make it clear why we are collecting your personal data.\r\n<h3>Information we collect from you and what we do with it</h3>\r\nWe collect and process your personal data in a number of ways from the information you give to us. You may provide information to us about you by filling in a form on our website or by contacting us by telephone, email or otherwise. This includes information you provide when registering for our online customer portal, when you search for or request a service from us, enter a competition or survey or when you report a leak, problem or provide feedback regarding our website or the services we provide.\r\n\r\nThe information you provide us with will vary, but will include:\r\n<ul>\r\n 	<li><strong>Personal details:</strong> title, name, date of birth, disability;</li>\r\n 	<li><strong>Bank account and card details:</strong> account number and sort code, accounts holders name, direct debit details;</li>\r\n 	<li><strong>Contact details:</strong> postal address, email address, mobile and/or landline numbers;</li>\r\n 	<li><strong>Financial details:</strong> household income, benefits;  <strong>Household information:</strong> age and number of children;     <strong>Documentation:</strong> bank statements, passports etc.</li>\r\n</ul>\r\nWe will keep scanned copies of any documents for validation and audit purposes, this evidence will be deleted in line with our retention policy.\r\n\r\nIf an individual is registered on our Priority Services Register, we will collect information to allow us to provide additional assistance and support to that individual when required. For more information, please see the ‘Priority Services Register – Helping Our Vulnerable Customers’ section of this Notice.\r\n\r\nWe also collect information about you from third parties, examples being:\r\n<ul>\r\n 	<li>If you are a tenant, your Landlord or letting agent may provide us with personal data in order to set up or close down your water account at their property.</li>\r\n 	<li>A new resident at a former supply address, estate/letting agent or solicitor acting on behalf of you or a new resident of a former supply address (e.g. where you are moving home and the third party is providing a forwarding address - with or without your consent).</li>\r\n 	<li>Your sewerage company to ensure accurate billing.</li>\r\n 	<li>Debt Management and Tracing Agencies will provide us with contact information (emails and telephone numbers) to allow us to contact and locate individuals for debt collection purposes.</li>\r\n 	<li>We may receive information from Local Authorities and Local Councils for the purpose of making sure you are on the most appropriate water tariff, and we will contact you in relation to the same.</li>\r\n</ul>\r\nWe record all phone calls, incoming and out-going, made by departments that deal directly with customers, including Customer Services, Networks, Water Quality and Wholesale Services. Call recordings are held for 2 years before being securely deleted. While providing services we will collect data about you and when reading your water meter we will collect water usage information including, where applicable, information from Smart Water Meters.\r\n\r\nWhenever you visit our website or online portal we use cookies - these cookies do not collect personal information. For more information, please see the ‘Visiting Our Website, Using Our Online Customer Portal and Our Cookie Policy’ section of this Notice. We also collect data from publicly available sources (such as the electoral roll and Land Registry) where the information is made public as a matter of law.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="What to expect when you contact us"]\r\n<h3>Contacting us via social media</h3>\r\nIt is never a good idea to post your personal contact information on a public social media site. If you contact us using social media to report an issue and we need more information, we will ask you to private message us with suitable communication information which we will use to contact you in order to resolve your concern or gather additional information for our investigation.\r\n<h3>Contacting us by telephone</h3>\r\nWhen you contact us by telephone, your telephone number will be added to your account so that contact with you in relation to your water account can be made more convenient.\r\n\r\nWe will use a telephone number listed on your account to call or text you to provide you with essential service messages.\r\n\r\nWhen contacting us outside of our normal working hours, (between 5pm-8am Monday to Friday and over the weekend), your call will be dealt with by our ‘out-of-hours’ partner who are working with us to ensure our customers can contact us 24 hours a day, 7 days a week. Our partner will collect information from you to allow us to deal with your call efficiently.\r\n<h3>AI Customer Service Agent</h3>\r\nWhile waiting to speak with us by phone, you may be offered the option to use our AI Agent, Kevin. Information will be provided about the types of queries Kevin can assist with, and you can choose to be transferred. If you choose to use this service, your conversation will be recorded and processed to update your account (as appropriate), provide support, and improve our services. You may continue to hold for a live agent if you prefer and can ask to be transferred to a live agent at any time.\r\n<h3>Emailing us</h3>\r\nIf you email us, we will respond to you using the email address you gave us. Your email address will be added to your account and will be used by us to provide you with essential service messages. Please try to avoid sending personal data by email as this is not considered to be a secure communication method.\r\n\r\nAny email sent to Portsmouth Water, including any attachments, will be monitored and assessed by our security partners for reasons of security and to check compliance. Emails are also backed up by our data processor Mimecast.\r\n\r\nPlease be aware that you have a responsibility to ensure that any email you send to us is within the bounds of the law.\r\n<h3>Contacting us via WebChat</h3>\r\nWe use a third party provider, currently LiveChat, to supply and support our Webchat service, which we use to handle customer enquires in real time.\r\n\r\nIf you use the WebChat service we will collect your name, postal address, account number (optional) and email address (optional) as well as the contents of your WebChat session. The information provided will be added to your account.\r\n\r\nYou can request a transcript of your WebChat session once completed. This is sent to the email address you have the option to provide when logging in to the service.\r\n<h3>Visiting our Offices</h3>\r\nYou will be required to sign into our Visitor Management System when you arrive at our Head Office. We will collect your name, contact number, car registration (if applicable), the name of the company you work for (if applicable) and a photo of you will be taken. A printed ID will be produced for you to display on the provided lanyard and must be worn at all times when you are on Company premises. Your data will be held securely within this system for 1 month before being fully deleted.\r\n\r\nOur premises are monitored by CCTV so your image will be captured whenever you enter our site boundary. There are signs to show you when you are entering an area monitored by CCTV. CCTV images are held for 30 days and then deleted. In the case of suspected criminal activity CCTV images will be held for longer and will be shared with the relevant local authority (e.g. the Police), as appropriate.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Priority Services Register (PSR) – Helping our vulnerable customers"]\r\n\r\nOur Priority Services Register is a free service for customers who may need additional assistance either in communicating with us or in the event of a water supply interruption/emergency. Priority Services customers include those with physical or mental impairments, medical conditions, the elderly or those with young families. These customers may not be able to easily leave their home to collect bottled water in a water emergency.\r\n\r\nThe PSR allows us to quickly and efficiently identify those customers who require support in water events, and also allows support to be identified when planning work that may impact the water supply, as well as how we communicate with our customers.\r\n\r\nThe data is processed following individuals themselves, or third parties acting on their behalf (e.g. a family member, a charity, a support worker, a carer etc) signing up to the PSR by completing a hard-copy or online form or by calling our Customer Services Team. The individual provides the required information which, as well as that already described, will also include contact details (name, address, email, telephone number). On receiving this information, the relevant \'Needs Code(s)\' and/or updates will be made on to the relevant customer account. \'Needs Codes\' are entries that can be searched to identify the support that is needed through reports that we can run when we are required to do so.\r\n\r\nWe share PSR data with the energy sector, and other trusted third parties, to ensure that the assistance and support required by individuals can also be provided quickly and efficiently by these third parties. The support provided by these third parties may differ from that of Portsmouth Water\'s support.\r\n\r\nIndividuals can request to be removed from the PSR at any time, but we will first review the request and may then discuss this with the individual to make sure it is in their best interest.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Smart Water Meters "]\r\n\r\nFrom 2025 we will commence the roll out of Smart Water Meters. We’ll install Smart Water Meters for all the homes and businesses we supply by 2035, with 130,000 new meters installed by 2030. We will write to you to let you know when your property is having a Smart Water Meter fitted, however, if you’re unsure whether you have been upgraded to a Smart Water Meter, please phone our Customer Services team on 023 9224 9666.\r\n\r\nPlease read our separate <a href="https://www.portsmouthwater.co.uk/about-us/legal-notice/">Smart Meter Privacy Notice</a> to find out how we process and use meter data to engage with customers.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Havant Thicket Public Consultation and Project "]\r\n\r\nIf you live close to the location of our new Havant Thicket Reservoir, you\'ll receive communications from us to keep you up to date with the project and/or to inform you of planned works that may require some form of action from yourself (e.g. to move your car to allow surveys to be completed). We may need to seek assistance from mail printing companies to issue these communications to you and if this is required we will share your name and address. The data will only be shared when necessary and will be deleted within 4 weeks of a communication campaign ending.\r\n\r\nWe have a separate website for the Havant Thicket Reservoir project at <a href="https://havant-thicket-reservoir.uk.engagementhq.com/" target="_blank" rel="noopener">https://havant-thicket-reservoir.uk.engagementhq.com/</a>. The Privacy Notice on that website details how your data will be used if you decide to register. If you register, and ask a question or provide comments and ask for contact to follow up on this, your contact details will be shared with the relevant consultant to allow a response to be provided. Drones may be used on the Havant Thicket Reservoir site and clear signage will be in place to ensure visitors are aware.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Customers who fall into arrears or fail to pay their bill"]\r\n\r\nIn respect to a customer’s responsibility for paying their bills, Portsmouth Water has a regulatory requirement to provide a safe, maintained supply of fresh water to your property. In section 5 of our Water Charges Scheme we explain that water charges are payable by the occupier of the premises, or the person who uses the supply, except where the owner of the premises is liable by enactment or by agreement with Portsmouth Water. Our Water Charges Scheme is further supported by the Water Industry Act 1991, which gives Water Companies the powers to charge and recover charges. This is referred to in Section 142 of the Water Industry Act 1991.\r\n\r\nThe information that we hold about customers will be used to recover arrears in line with our regulatory obligations and in doing so we use third party debt collection / management companies and credit reference agencies to assist us, this may include third parties undertaking Court Action on our behalf.\r\n\r\nWe use elements of automated decision making and profiling to identify appropriate debt recovery strategies.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Our Non-Household customers"]\r\n\r\nNon-household customers are non-incorporated businesses whose retail services (e.g. customer services, billing) are provided by a separate water retail company, but whose premises are physically connected to our water network. We provide these customers with a wholesale service.\r\n\r\nInsofar as limited personal information is collected in relation to non-incorporated businesses, both Portsmouth Water and the relevant water retailer are each separate Controllers of the personal data of the non-household customers in our service areas. Data protection laws are applied to non-household/business customers only to the extent that we process personal data of individuals (e.g., personal data of sole traders or company representatives).\r\n<h3>Information we collect from you and what we do with it</h3>\r\nOur purpose is to use this data to provide a wholesale water service to our non-household customers and their retailers by carrying out activities such as:\r\n<ul>\r\n 	<li>Supplying non-household customers with water in line with our legal and regulatory obligations;</li>\r\n 	<li>Recording and fixing service problems e.g. water pressure issues and burst water pipes;</li>\r\n 	<li>Maintaining our pipes and other assets;</li>\r\n 	<li>Dealing with emergency events;</li>\r\n 	<li>Maintaining, monitoring and reporting drinking water quality;</li>\r\n 	<li>Supporting non-household customers in improving water efficiency;</li>\r\n 	<li>Metering – making appointments, meter fitting and repairing;</li>\r\n 	<li>Collecting, analysing and sharing meter data from Smart Water Meters and data loggers to monitor consumption and leakage and enable accurate billing;</li>\r\n 	<li>Making payments – for example Guaranteed Service Standards (GSS);</li>\r\n 	<li>Working with farmers in our area on catchment studies to reduce pollution;</li>\r\n 	<li>Non-household customer communications around street works and incidents;</li>\r\n 	<li>Dealing with claims after service incidents;</li>\r\n 	<li>Managing enquiries and complaints;</li>\r\n 	<li>Assessing allowances and abatements;</li>\r\n 	<li>Carrying out vacant property checks and site visits to check meter and supply details, and;</li>\r\n 	<li>Demonstrating compliance with our legal obligations to our regulators.</li>\r\n</ul>\r\nMore information on the wholesale services we provide to non-household customers can be found on our website at <a href="http://www.portsmouthwater.co.uk/business/">www.portsmouthwater.co.uk/business/</a>.\r\n\r\n<strong>What type of personal information do we process?</strong>\r\n\r\nThe information processed includes:\r\n<ul>\r\n 	<li>Non-household customer contact and supply address details.</li>\r\n 	<li>Asset and incident information linked to the service that may identify the non-household customer for example, but not limited to, meter serial number, business meter readings, including 15 minute meter readings where data loggers have been fitted and are enabled.</li>\r\n 	<li>Information required to process insurance claims, for example, but not limited to, damage to a property due to flooding from our asset.</li>\r\n 	<li>Information required to produce regulatory reports, for example, reporting the number of customer complaints.</li>\r\n</ul>\r\nOur legal basis for processing personal data for these activities is Article 6(1)(e) of the UK GDPR, which allows us to process personal data when this is necessary to perform our public tasks as a regulated business in line with the rules and requirements set out by our regulators, such as Ofwat.\r\n<h3>Sharing data with third parties</h3>\r\nTo provide our services in an efficient and effective way, your personal data may be provided to us by your retailer and we\'ll share this with our service providers, for example, sharing Developer details with Retailers when a supply point is created in the market to enable the Retailer to produce bills. We’ll share with the Market Operator Services Limited (MOSL) as required, for example, in registering and de-registering supply points (please see MOSL’s Summary of Agreements for more information <a href="https://mosl.co.uk/documents-publications/1427-summary-of-arrangements/file" target="_blank" rel="noopener">https://mosl.co.uk/documents-publications/1427-summary-of-arrangements/file</a><a href="https://mosl.co.uk/documents-publications/1427-summary-of-arrangements/file">)</a>.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Developer Services"]\r\n\r\nThis section of our Privacy Notice explains how we use personal data in relation to the development of a site or property. This could be relevant for homeowners, developers, self-lay providers and/or newly appointed water companies (NAVs).\r\n\r\n<strong>Purpose (lawful basis for processing)</strong>\r\n\r\nOur purpose is to provide a service to our customers in this context, including land/property owners, developers, self-lay providers and NAVs, by carrying out activities such as:\r\n<ul>\r\n 	<li>Handling applications from customers for the provision of our services.</li>\r\n 	<li>Dealing with enquiries and complaints from customers who contact us for this purpose.</li>\r\n 	<li>Issuing invoices to and taking payments from our customers.</li>\r\n 	<li>Carrying out necessary work (e.g. new water mains and service connections, adoptions and requisitions, build over agreements, providing bulk water to NAVs).</li>\r\n 	<li>Customer relationship management (customer surveys, newsletters, open days).</li>\r\n</ul>\r\nMore information on the services we provide to our customers in this context can be found on our website <a href="https://developers.portsmouthwater.co.uk/">https://developers.portsmouthwater.co.uk/</a>.\r\n\r\nOur legal basis for processing your data for most of these activities is:\r\n<ul>\r\n 	<li>Article 6(1)(c) which allows us to process personal data when processing is necessary for compliance with a legal obligation to which we are subject (Water Industry Act 1991 and associated regulations).</li>\r\n 	<li>Article 6(1)(b) which allows us to process personal data when processing is necessary for a contract, we have with you or because you have asked us to take specific steps before entering into a contract.</li>\r\n 	<li>Article 6(1)(f) which allows us to process personal data when processing is necessary for our legitimate interests or the legitimate interests of a third party, unless, on balance, these are outweighed by the need to protect your individual rights.</li>\r\n</ul>\r\n<strong>What type of personal information do we process for this purpose?</strong>\r\n\r\nWe use the information you’ve provided us to help us deliver the service you requested.\r\n\r\nThis could include contacting you to discuss the application/work, visiting the site where work needs to be carried out, and invoicing when appropriate. We may also arrange video calls to see the pipework.\r\n\r\nCustomer feedback is important to us, so we may also use the information to ask for feedback on how we can improve our performance.\r\n\r\nWe’ll use your business contact details to keep in touch and maintain strong working relationships with you.\r\n\r\n<strong>Sharing data with third parties</strong>\r\n\r\nSome of our services are carried out by our partner organisations. Where this is the case, we may transfer your personal data to them to allow them to complete the work.\r\n\r\nWe’re also required to share details with our regulator Ofwat, and its authorised agents, to enable them to conduct customer feedback surveys about our developer services performance.\r\n\r\nFor new properties around our border where we provide water supply services, we must share new connection information including address and postcode with companies providing the wastewater services for these properties.\r\n\r\n<strong>Developer Portal</strong>\r\n\r\nYou may opt to register as a user of our Developer Portal, which will allow you to submit new service, self-lay or NAV applications electronically. You can also opt to make payment of the application fees via the portal. To register for the portal, we will require your Company name, correspondence address, email address, name, and telephone number.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="How long will we retain data for"]\r\n\r\nWe have a data retention policy and data will be retained as long as it serves a useful and legitimate purpose, taking into account all legal and regulatory obligations.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Purpose for collecting your personal data"]\r\n\r\nWe will only collect data where we have a clear and legal basis to do so. The table below explains each legal basis we use, with a more detailed description of the purpose alongside it:\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td><strong>Legal Basis</strong></td>\r\n<td><strong>Purpose</strong></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Complying with Legal Obligations</strong>\r\n\r\nLegally we need to collect this information, for example, to comply with statutory and regulatory obligations.</td>\r\n<td>To meet our statutory obligations under:\r\n<ul>\r\n 	<li>Water Industry Act 1991;</li>\r\n 	<li>Water Resources Act 1991;</li>\r\n 	<li>Environment Act 1995;</li>\r\n 	<li>Water Industry Act 1999;</li>\r\n 	<li>Water Act 2014;</li>\r\n 	<li>Water Supply (Water Fittings) Regulations 1999;</li>\r\n 	<li>Water Supply (Water Quality) Regulations 2016;</li>\r\n 	<li>Instrument of Appointment as issued by the Secretary of State for the Environment.</li>\r\n 	<li>The Water Supply and Sewerage Services (Customer Service Standards) Regulations 2008</li>\r\n 	<li>Data Protection Act 2018.</li>\r\n</ul>\r\nTo contact customers about essential service issues, including, but not limited to:\r\n<ul>\r\n 	<li>payments (direct debit/payment arrangement failed);</li>\r\n 	<li>debt collection communications;</li>\r\n 	<li>tariff renewals/changes;</li>\r\n 	<li>metering (leak notifications, meter replacement);</li>\r\n 	<li>bill notifications (bill available to view and pay);</li>\r\n 	<li>urgent water quality notifications, and;</li>\r\n 	<li>supply issues (hosepipe bans, supply interruptions).</li>\r\n</ul>\r\n</td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n<em>We have a legal obligation to confirm your identity, to keep records required by law or to evidence our compliance with laws, including tax laws, consumer protection laws and data protection laws. Where we are required to do so, we have to provide information to law enforcement agencies or other authorities.</em>\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td><strong>Legal Basis</strong></td>\r\n<td><strong>Purpose</strong></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Our Legitimate Interests</strong>\r\n\r\nAs a Water Company we have a legitimate reason for collecting this data and consent is not required. Most of the personal data that we collect from or about you is needed to enable us to pursue our legitimate interests in a way which might reasonably be expected as part of running our business and which does not materially impact your rights, freedom or interests.</td>\r\n<td>To provide water supply services and products.\r\n\r\nTo administer a customer’s account, including:\r\n<ul>\r\n 	<li>billing;</li>\r\n 	<li>requests;</li>\r\n 	<li>enquiries; and</li>\r\n 	<li>complaints</li>\r\n</ul>\r\nTo make goodwill and compensation payments;\r\n\r\nTo communicate with you about core products and services we provide, including;\r\n<ul>\r\n 	<li>metering initiatives;</li>\r\n 	<li>water efficiency measures;</li>\r\n 	<li>catchment management initiatives;</li>\r\n 	<li>our online customer portal, and;</li>\r\n 	<li>our Priority Services Register.</li>\r\n</ul>\r\nTo tell you about the services offered by a third party plumbing and drainage insurance provider, due to our interest in:\r\n<ul>\r\n 	<li>Promoting water efficiency;</li>\r\n 	<li>Reducing leaks and waste of water;</li>\r\n 	<li>Educating customers on pipework responsibilities.</li>\r\n</ul>\r\nTo carry out and analyse customer surveys.\r\n\r\nTo carry our employee training and quality assurance.\r\n\r\nTo use aggregated data to understand customer trends in lifestyle and water consumption to assist in business planning.\r\n\r\nTo comply with any regulatory obligations we may have.\r\n\r\nTo ensure we operate to the expectations of a responsible water company.\r\n\r\nTo handle responses to public consultations, such as our Water Resources Management Plan, Drought Plan or the Havant Thicket Reservoir Consultations.\r\n\r\nTo maintain our land holdings and sites.\r\n\r\nTo keep our records accurate and up-to-date.\r\n\r\nTo ensure efficient collection of water charges.\r\n\r\nTo prevent and detect crime, including fraud.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Consent</strong>\r\n\r\nAlthough most of the personal data that we collect is needed because we have a legal obligation to process that data or a legitimate interest in the use of that data, in a small number of cases, we need your consent to collect and use your personal data. We will ask for your consent:</td>\r\n<td>To send you marketing of recreational services and products;\r\n\r\nIf you would like us to add or talk to someone else about your account.\r\n\r\nTo enable us to obtain and use data from a Smart Water Meter to provide you with additional customer services as agreed.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Performing our Public Task</strong>\r\n\r\nWhen processing your data is necessary for the performance of a task carried out in the public interest or in the exercise of official authority.</td>\r\n<td>To compile, maintain and manage our Priority Services Register (a list of customers with additional service needs).\r\n\r\nSubstantial Public Interest (SPI), as in UK law, is also used as our legal basis to process special category data for the purpose of providing a priority service to vulnerable customers based on their health data, e.g. dialysis.\r\n\r\nAs we are processing special category data under this legal basis, we have prepared an ‘Appropriate Policy Document’ as required under the Data Protection Act 2018. If you would like to view a copy of this policy, please contact the Data Protection Officer using the details under the ‘Contacting Us’ section of this Notice.\r\n\r\nProcessing our Non-Household customers personal data, as detailed in ‘Our Non-Household Customers’ section of this Notice.</td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Who we share personal data with"]\r\n\r\nWe share personal data with multiple parties for legal, regulatory, and operational purposes. Other than where the exchange of data is required by law, we have contracts in place with third parties with whom we share data. These contracts detail how personal data should be handled and protected while being processed by any third party. We conduct due diligence checks on third party processors to ensure they comply with their obligations to us.\r\n\r\nWe have legal requirements for sharing data with your Sewerage Provider – this will usually be Southern Water Services Limited however, other companies may be operating in our area of supply and provide your waste water services.\r\n\r\nWe may use carefully selected third parties to help process your data and provide you with excellent customer service. We use software providers for different systems like our billing system and job management system to support us with the large amount of data that\r\n\r\nwe need to manage. We use third parties to assist us with printing bills and customer communications and to provide you with online customer accounts. We use companies to help us process payments including card payments, payment cards and to process cheques.\r\n\r\nWe share data with external agencies, such as local authorities, Police, Fire and/or Ambulance services, e.g. in the event of an emergency (this may include special category data, such as medical conditions if you have signed up to our Priority Services Register).\r\n\r\nWe share data with Government bodies for the detection and prevention of fraud.\r\n\r\nWe use third party organisations to help us provide our services to you and we share data with these parties. We have contracts in place and this means that they cannot do anything with your personal information unless we have instructed them to do it. They will not share your personal information with any other organisation unless they are instructed by us to do so. They will hold it securely and retain it for the period we instruct.\r\n\r\nSome of the third parties with whom we share your data are based outside of the United Kingdom and, in some cases, outside the European Economic Area. In these cases, your data is protected by the special safeguarding measures set out by the data protection legislation i.e.\r\n<ul>\r\n 	<li>our contracts with these third parties incorporate the standard contractual clauses adopted by the European Commission and UK authorities for this purpose; or,</li>\r\n 	<li>the transfer is protected by the recipient’s binding corporate rule arrangements; or</li>\r\n 	<li>the recipient is in a country whose data protection laws are deemed by UK/EU authorities to provide adequate safeguard for transferred personal data without the need for additional safeguarding measures to be put in place.</li>\r\n</ul>\r\nWe work closely with a number of Contractors, our primary contractor being Cappagh, for mains replacement, pipe repairs and meter options, and these Contractors will have access to customer information relevant to their work. We also use trusted Contractors to make leak repairs at customer properties. If you contact us about a leak in your home and are eligible for a visit, your data will be shared with our Contractors in order for them to provide this function on our behalf.\r\n\r\nWe share data with selected third parties for marketing purposes in circumstances where we have a legitimate interest in promoting their services and where we feel you would benefit from their products or services. In particular, we share data with HomeServe, who will use the information we provide to them to send dual branded marketing information on our behalf in relation to their Plumbing and Drainage Plus Insurance. You can opt-out of receiving direct marketing at any time by email, phone or in writing. To opt out of this plumbing and drainage insurance marketing you can also complete an online form. Please see the Direct Marketing section of this Notice for more details.\r\n\r\nFrom time to time we require legal advice and may need to share your personal data with our legal advisers, our insurance company or other professional advisors in order to obtain advice or to make a claim.\r\n\r\nThe types of Organisations we share data with are as follows:-\r\n<table>\r\n<tbody>\r\n<tr>\r\n<td><strong>Category</strong></td>\r\n<td><strong>Process</strong></td>\r\n</tr>\r\n<tr>\r\n<td><strong>Debt Recovery and Debt Management Services</strong></td>\r\n<td>Collecting unpaid debt;\r\n\r\nTracking locations of individuals;\r\n\r\nMaintaining accurate data;\r\n\r\nRequesting additional contact data;\r\n\r\nManaging debt collection processes;\r\n\r\nChecking if debt risks apply;\r\n\r\nUndertaking Court action.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Contractors</strong></td>\r\n<td>Performing network maintenance, including street works, detecting and repairing leaks and responding to water supply incidents;\r\n\r\nProviding priority services to ‘vulnerable’ customers.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Property maintenance contractors</strong></td>\r\n<td>Performing property maintenance.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Network maintenance contractors</strong></td>\r\n<td>Performing network maintenance, including street works, and responding to water supply incidents. Installing new water meters and providing services to ‘vulnerable’ customers.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Other Water Companies (in particular Southern Water Services Limited)</strong></td>\r\n<td>Providing meter readings and water consumption information for billing purposes to calculate waste water use;\r\n\r\nOccupancy/Occupier details to maintain accurate data;\r\n\r\nInformation for discount tariffs such as Watersure and Social Tariff so that similar discounts can be considered;\r\n\r\nSharing priority service data to assist in identifying vulnerable customers.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Other Utility Companies</strong></td>\r\n<td>To assist with the provision of Priority Services if you are a member of our Priority Services Register.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Insurance Partner</strong></td>\r\n<td>Offering insurance products related to your water supply &amp; waste water services.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Financial (Banking and BACS)</strong></td>\r\n<td>Collection and payment of invoices and bills.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Housing Associations and Landlords</strong></td>\r\n<td>Water Regulation inspections.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Land Agents</strong></td>\r\n<td>Managing our land and property and obtaining land rights.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Social Media platforms</strong></td>\r\n<td>Responding to enquiries, concerns and complaints.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Customer survey and feedback services</strong></td>\r\n<td>Carrying out and analysing surveys and feedback results.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Insurance providers</strong></td>\r\n<td>Managing litigation and compensation claims.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>External Legal and Professional Advisors</strong></td>\r\n<td>Obtaining legal advice, managing disputes and dealing with compensation claims.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Auditors</strong></td>\r\n<td>Providing assurance for business processes and decisions.</td>\r\n</tr>\r\n<tr>\r\n<td><strong>Consultants</strong></td>\r\n<td>Providing follow up feedback to individuals during Public Consultations (e.g. Havant Thicket Reservoir).</td>\r\n</tr>\r\n</tbody>\r\n</table>\r\n&nbsp;\r\n\r\nTo comply with our legal and regulatory obligations we provide personal data to the following Authorities:\r\n<ul>\r\n 	<li>Defra</li>\r\n 	<li>Ofwat</li>\r\n 	<li>Drinking Water Inspectorate</li>\r\n 	<li>Environment Agency</li>\r\n 	<li>Public Health England</li>\r\n 	<li>Environmental Health Authorities</li>\r\n 	<li>Institute of Customer Service</li>\r\n 	<li>Consumer Council for Water (CCW)</li>\r\n 	<li>The Water Redress Scheme (WATRS)</li>\r\n 	<li>Market Operator Services Limited (MOSL).</li>\r\n</ul>\r\n<strong>Ofwat surveys (customer service - “C-MeX, D-MeX and B-MeX”) </strong>\r\n\r\nAll household customers and developers who contact us may have their contact information passed to a third party processor acting on behalf of our water regulator Ofwat for the purposes of regulating customer service in the water industry in England and Wales. You may be contacted by this third party about the service you received from Portsmouth Water and asked to score our performance. Your response is very important as it allows Ofwat to regulate the performance of companies and the service they provide their customers. This is not a marketing call or a call used for market research purposes. As Ofwat are our water regulator we are  obliged to share certain details with them, however, if you would rather we did not do this then please let us know by emailing us at: <a href="mailto:dataprotection@portsmouthwater.co.uk"><u>dataprotection@portsmouthwater.co.uk</u></a>. For more information please visit the Ofwat website at <a href="http://www.ofwat.gov.uk/regulated-companies/company-obligations/customer-experience/data-protection/">www.ofwat.gov.uk/regulated-companies/company-obligations/customer-experience/data-protection/</a>.\r\n\r\n<strong>Our surveys </strong>\r\n\r\nWe use third parties, or our own employees, to help contact our various types of customers to undertake water consumption surveys to inform our water resource management plan or for customer satisfaction or customer engagement processes. These are not marketing calls and your response is very important to us. If you would prefer not to participate you can register yourself as ‘no contact for surveys’ with our Customer Services Team at any time or by emailing us at <a href="mailto:dataprotection@portsmouthwater.co.uk">dataprotection@portsmouthwater.co.uk</a>. Please note this will not stop general communications in relation to your account or water supply. The results of these surveys are not stored on your water account but are instead used by our Customer Engagement and Water Resources Team to look at improving engagement or planning resources in the area.\r\n\r\nWe may also contact you to undertake a survey after you have been in touch with us so that we can find out how satisfied you were with the service you received. We may contact you after this to see if we can improve our service to you.\r\n\r\n<strong>Direct marketing</strong>\r\n\r\nWe do not use direct marketing to sell our core services, however, we may want to contact you in relation to additional services, such as water efficiency services. We may also want to provide you with marketing information from carefully selected third parties which relate to the services we provide.\r\n\r\nNon-personalised bill inserts will be included with your water – to opt out of receiving these bill inserts, please complete the form at <a href="http://www.portsmouthwater.co.uk/opt-out">www.portsmouthwater.co.uk/opt-out</a>.\r\n\r\nIf you contact our call centre, we may offer you the opportunity to talk to HomeServe about their Plumbing and Drainage Plus Insurance. To opt-out of HomeServe marketing, in addition to the options below, you can also complete our online form which can be found under the ‘Cover Through HomeServe’ section at <a href="https://portsmouthwater.co.uk/opt-out">www.portsmouthwater.co.uk/opt-out</a>.\r\n\r\nIf you decide to purchase Plumbing and Drainage insurance with HomeServe they will process your data as a Data Controller. To view a copy of HomeServe’s Privacy Policy please visit: <a href="https://homeserve.com/uk/about/privacy-policy" target="_blank" rel="noopener">www.homeserve.com/uk/about/privacy-policy</a>.\r\n\r\nYou have the right to stop the use of your personal data for direct marketing activities and we must and will comply with your request.\r\n\r\nIf you would like to stop any other direct marketing communications from us:\r\n<ul>\r\n 	<li>Call us on 023 9249 9666 and tell us you no longer wish to receive direct marketing;</li>\r\n 	<li>Email us at <a href="mailto:dataprotection@portsmouthwater.co.uk">dataprotection@portsmouthwater.co.uk</a>;</li>\r\n 	<li>Write to us at – Portsmouth Water, PO Box 8, West Street, Havant PO9 1LG.</li>\r\n</ul>\r\n<strong>Please note</strong>: You may continue to receive communications for a short period after changing your preferences whilst our systems are fully updated. If a third party marketing campaign is in the process of being issued at the time of your opt-out request, it may not be possible to remove your data from that campaign, therefore, you may receive this marketing communication.\r\n\r\n<strong>Where your personal data may be processed</strong>\r\n\r\nSometimes we will need to share your personal data with third-party data processors in countries outside the European Economic Area (EEA), such as the USA.\r\n\r\nWhen we do this, we put adequate safeguards in place to ensure your data receives the same protection as if it were being processed inside the EEA. If you wish for more information about how your data may be processed outside the EEA, please contact our Data Protection Officer.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Automated Decision Making"]\r\n\r\n<strong>Automated Decision Making and Profiling</strong>\r\n\r\nAutomated decision making involves making decisions using your personal data by automated means without any human involvement.\r\n\r\nWe use automated decision making for decisions on how we recover debts. This is based on a profiled risk score provided by Credit Reference Agencies. We use the score to assess the likelihood of a customer being able to repay their debt. Risk scores are also used to determine which payment terms are most appropriate to any particular situation, as well as the appropriate way to support a customer if they fail to make payment or engage with us.\r\n\r\nWhenever we use automated decision making that is likely to have a significant effect on someone, we ensure that there is a process for review by a human being.\r\n\r\nProfiling is analysing information in a way that classifies individuals into different groups using algorithms or machine-learning. We may undertake profiling to analyse and predict behaviour in order to improve our services to our customers.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Visiting our website, using our online customer portal &amp; our Cookie Policy"]\r\n<h3>If you are an e-billing customer</h3>\r\nIn the interest of reducing paper and protecting the environment, and for your convenience, you may be an e-billing customer and hold an online customer account with us. Your online customer portal will allow you to manage your account, view recent bills and will also allow you to update your communication and marketing preferences.\r\n<h3>Our New Portsmouth Water App</h3>\r\nWe are in the process of developing a new App which customers will be able to download to their personal device/s. The App will give you access to your Portsmouth Water account where you can view and manage your account information, set up and view payments and view recent bills. The App will also include helpful features ready for when Smart Water Meters are installed, such as viewing bespoke water efficiency insights and water savings trackers, as well as providing you easy access to your meter readings. Customers will be informed once the App is ready for launch.\r\n<h3>Cookies</h3>\r\nWe use a cookies tool on our website and online customer portal to gain consent for the optional cookies we use. Cookies that are necessary for functionality, security and accessibility are set and are not deleted by the tool. Individuals visiting our website have the ability to turn off or ‘opt out’ of non-essential/optional cookies. You can read more about how we use cookies, and how to change your cookies preferences, in our Cookies Policy. Most web browsers allow some control of cookies through browser settings. More information about cookies, including how to block and/or delete them, via a range of common browsers, can be found at <a href="http://www.allaboutcookies.org">www.allaboutcookies.org</a>.\r\n\r\n[/accordion_item]\r\n\r\n[accordion_item title="Data Subject Rights"]\r\n\r\nYou have certain legal rights in relation to any personal data about you which we hold. These rights are summarised below:\r\n<ul>\r\n 	<li><strong>Right to be informed\r\n</strong> You can ask for details of how we process your personal data, as covered by this Privacy Notice.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Access\r\n</strong>You can ask for a copy of the information we hold about you. If possible, you should specify the type of information you’d like to see to ensure that our response meets your expectations. We must be able to verify your identify and your request may not impact the rights and freedoms of other people, e.g. privacy and confidentiality rights of other customers or our employees. Other exemptions may apply and this will be dependent on the information and context.</li>\r\n 	<li><strong>Right to Rectification\r\n</strong>You can ask that your personal data be corrected or updated if you believe it is inaccurate or incomplete. This right only applies to your own personal data and when exercising this right, please be as specific as possible.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Erasure\r\n</strong>You may, in certain circumstances, be entitled to ask to have your personal data erased (this is also known as the ‘right to be forgotten’). We may not be able to erase your personal data if, for example, we need it to comply with a legal obligation or exercise or defend legal claims.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Restriction on Processing\r\n</strong>You can ask us to stop using your personal data, however, in some circumstances this right may not apply, for example, if we have a legal obligation to use the data.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Data Portability\r\n</strong>We do not currently carry out any such processing. If we do in the future, you can make a request and this data can be exported from our systems.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Right to Object\r\n</strong>You can request that your personal data is not processed for specific purposes such as profiling. This right applies where our processing of your personal data is necessary for us to perform a task in the public interest or for our functions or for our legitimate purposes. You can also object to our processing of your personal data for direct marketing purposes. If you would like to opt out of receiving any marketing communications from us, please contact us using the details within this Notice.</li>\r\n</ul>\r\n<ul>\r\n 	<li><strong>Rights Related to Automated Decision-making, including Profiling\r\n</strong>You have the right to not be subject to a decision based solely on automated processing of your personal data (i.e. no human intervention), including profiling, where the decision affects your legal status or rights of where the decision has a similarly significant effect, e.g. affecting your financial circumstances or employment opportunities.</li>\r\n</ul>\r\nThe applicability of some of these rights depends on the legal basis of processing of the data concerned. Some of these rights only apply in specific circumstances and we may not need to fully comply with your request in all cases.\r\n\r\nYou may exercise any of these rights free of charge, by contacting us. We may need to check your identity and may need to ask for more information – it’ll help us if you\'re as specific in your request as possible.\r\n\r\nWe’ll comply with your request within one calendar month (from the time we receive your request, or any additional information we asked for) unless:\r\n<ul>\r\n 	<li>It\'s a complex request – in such cases, we’ll respond within the month to inform you of the appropriate response period that will apply to your request (which may be a period of up to three months); or</li>\r\n 	<li>in exceptional circumstances, we would not be able to carry out your request. In these cases, we\'ll inform you of the reason within one calendar month.</li>\r\n</ul>\r\n[/accordion_item]\r\n\r\n[accordion_item title="Contact, Queries &amp; Complaints"]\r\n\r\nIf you have any further questions about the way we manage your personal data, or if you are unhappy with how we have used your  personal data, you can always contact us by email at  <a href="mailto:dataprotection@portsmouthwater.co.uk">dataprotection@portsmouthwater.co.uk</a>  or write to us at:\r\n\r\n<strong>Data Protection Officer\r\n</strong><strong>Portsmouth Water\r\n</strong><strong>PO Box 8\r\n</strong><strong>West Street\r\n</strong><strong>Havant\r\n</strong><strong>PO9 1LG</strong>\r\n\r\nWe will acknowledge any data protection complaint within 30 days; keeping you informed of progress and explaining the outcome.\r\n\r\nIf you are not satisfied with our response, you have the right to escalate the matter by submitting a complaint to the Information Commission (IC). The IC is responsible for upholding information rights and enforcing data protection laws. You can contact them directly via their website at ico.org.uk, by phone at 0303 123 1113, or by writing to:\r\n\r\n<strong>Information Commission\r\n</strong><strong>Wycliffe House\r\n</strong><strong>Water Lane\r\n</strong><strong>Wilmslow\r\n</strong><strong>Cheshire\r\n</strong><strong>SK9 5AF</strong>\r\n\r\n[/accordion_item]\r\n\r\n[/accordion]\r\n<h3 id="terms-of-use">Website Terms of Use</h3>\r\n<a href="https://www.portsmouthwater.co.uk/wp-content/uploads/2024/04/Website-Terms-Conditions-April-2024.pdf">Download our website Terms of Use here</a>\r\n<h3>Disclaimer</h3>\r\nWhilst every effort has been made to ensure that the information in this website is accurate and up to date, the information contained herein is provided without any representation or warranty of any kind. In no event shall Portsmouth Water Ltd be liable for any damage or loss arising out of or in connection with the use of this website or other sites that may be linked to this site.', 'Privacy Notice', '', 'inherit', 'closed', 'closed', '', '2387-revision-v1', '', '', '2026-01-19 14:30:52', '2026-01-19 14:30:52', '', 2387, 'https://www.portsmouthwater.co.uk/?p=15807', 0, 'revision', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15808, 24, '2026-01-21 10:03:18', '2026-01-21 10:03:18', '', 'Household Statement of Significant Changes 26-27', '', 'inherit', '', 'closed', '', 'household-statement-of-significant-changes-26-27', '', '', '2026-01-21 10:03:18', '2026-01-21 10:03:18', '', 0, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/Household-Statement-of-Significant-Changes-26-27.pdf', 0, 'attachment', 'application/pdf', 0); 
INSERT INTO `wlcj_posts` VALUES (15809, 1, '2026-01-27 10:57:06', '2026-01-27 10:57:42', '', 'Our Water Supply Charges', '', 'publish', 'closed', 'open', '', 'our-charges-2', '', '', '2026-02-06 11:00:03', '2026-02-06 11:00:03', '', 1819, 'https://www.portsmouthwater.co.uk/?page_id=15809', 8, 'page', '', 0); 
INSERT INTO `wlcj_posts` VALUES (15810, 1, '2026-01-27 10:57:27', '2026-01-27 10:57:27', '', 'our-charges-1', '', 'inherit', '', 'closed', '', 'our-charges-1', '', '', '2026-01-27 10:57:27', '2026-01-27 10:57:27', '', 15809, 'https://www.portsmouthwater.co.uk/wp-content/uploads/2026/01/our-charges-1.jpg', 0, 'attachment', 'image/jpeg', 0); 
INSERT INTO `wlcj_posts` VALUES (15811, 1, '2026-01-27 10:57:42', '2026-01-27 10:57:42', '', 'Our Water Supply Charges', '', 'inherit', 'closed', 'closed', '', '15809-revision-v1', '', '', '2026-01-27 10:57:42', '2026-01-27 10:57:42', '', 15809, 'https://www.portsmouthwater.co.uk/?p=15811', 0, 'revision', '', 0); 
