1
Project AmanziPresentation prepared for City of Cape TownMay 2009
2
Introduction & backgroundUser profile
Findings
Summary
3
The research need
The City of Cape Town
…manages the local governance of Cape Town and therefore has the important responsibility of delivery basic services. The City fulfils its mandate for the provision of basic water supply and
sanitation services to business and residents of Cape Town via the Department of Water and Sanitation,
Become a leader in the provision of equitable, sustainable, people-centred, affordable and credible water services for all.
Vision of the Department of Water and Sanitation:
Realising these objectives rests upon:
1 Identifying and confirming residents’ and businesses’ needs
Measuring and improving satisfaction levels2
Evaluate the current level of
service provided
Understand the future needs of residents and businesses
Identify key areas for improvement
The research need is therefore to:
4
Project design
Business survey Formal resident survey
Business research Resident research
Sample size: 50
Businesses registered on RSC Levy database (2004)
CATI (Computer Assisted Telephonic interviews)
9 – 20 March 2009
Informal resident survey
Sample size: 150
Residents of informal residential areas
Face-to-face interviews
10 March – 1 April 2009
Sample size: 450
Residents of formal residential areas
Face-to-face interviews
10 March – 1 April 2009
5
What?
Why?
How?
Whom?
How many?
When?
Perception and satisfaction survey
Evaluate the current level of service provided by the Dept of Water and Sanitation; understand the future needs of residents; inform the development planning agenda for the City of Cape Town
Quantitative research design Face-to-face in=home interviews 30-minute questionnaire in English or Afrikaans
Residents of the City of Cape Town aged 18+ Respondents identified through a random sampling rule within pre-defined, representative suburbs Respondent within each household must be responsible for paying the water / rates bill
Total sample of 450Quotas on 150 high income, 150 middle income and 150 low income respondents
In field from 10 March to 1 April 2009
Sample and methodology
Please note that due to a revised questionnaire in 2009, this data is not comparable with previous years’ data
7
Improved%
Service areas Deteriorated%
2007/8 2008/9 2007/8 2008/931 37 Water 10 7
23 27 Sanitation 13 9
Snippets from Project RobbenRanked by improvement scores
Essential services
2007/8 2008/9
Water provision 3.3 3.2
Giving you access to clean water 3.5 3.6
Giving you an uninterrupted water supply 3.4 3.4
Effectively managing water restrictions 3.3 3.3
Water costs being affordable 3.1 3.0
Sewerage and sanitation 3.1 3.0
Managing sewerage and sanitation 3.1 3.1
Immediately attending to sewerage and sanitation problems 3.0 2.9
Which areas of service delivery have improved or got worse since 2007/8?
Scores (out of 5) for water and sanitation, compared with 2007/8
8
Introduction & background
User profileFindings
Summary
9 Demographics
%Total
(n=450)Low income
(n=150)Middle income
(n=150)High income
(n=150)
Age:
18-24 years 2 3 2 1
25-34 years 11 15 11 6
35-49 years 40 44 33 42
50-64 years 32 25 37 32
65+ years 16 13 17 19
Race:
Black 12 25 11 1
Coloured 65 75 81 38
Indian 1 0 1 1
White 22 1 7 59
Home Language:
English 32 19 30 47
Afrikaans 57 58 59 53
Xhosa 11 23 9 0
Gender:
Female 61 71 56 57
Male 39 29 44 43
Significantly greater or less than other housing types
10
%Total
(n=450)Low income
(n=150)
Middle income (n=150)
High income (n=150)
Monthly Household Income:
Up to R1999 per month 18 47 6 3
R2 000 – R4 999 per month 24 31 30 11
R5 000 – R9 999 per month 15 5 28 13
R10 000 – R14 999 per month 7 1 9 12
R15 000 – R19 999 per month 4 0 6 7
More than R20 000 per month 4 0 1 11
Refused/don’t know 27 16 21 43
Median household income R4,100 R 1,900 R 5,450 R 11,300
Type of Dwelling:
House 86 78 81 99
Flat 6 14 3 0
Cluster house 3 5 4 0
Town house or Duplex flats 1 0 1 1
Semi-detached 4 3 11 0
Demographics
Significantly greater or less than other housing types
11
n=450Very well
Quite well
A littleNot at
all
Level of understanding – Language:
Xhosa 11 1 5 83
English 50 34 14 1
Afrikaans 69 18 8 4
Language understanding
Low income respondents are significantly more likely to understand Xhosa very well and not understand Afrikaans or English very well
High income respondents are significantly more likely to understand English very well and less likely to understand Afrikaans
13
Introduction & background
User profile
FindingsUser behaviour
Communication with the City of Cape Town
Satisfaction
Responsible water usage
Summary
14
2
4
2
1
7
4
3
4
21
18
14
18
69
74
79
761
2
1
1
0% 20% 40% 60% 80% 100%
in the street
on site or outsidethe building
in the dw elling
Problems w ithburst w ater pipes
Daily Weekly Monthly Every few months Never
Q.2a, 2b
Base: n=450
Problems with water leakages and burst pipes
Overall problems with water leakages and bust water pipes are experienced very infrequently
Water leakages in the street are the most problematic with 32% having experienced a problem in the past few months
Low income housing is more likely to have experienced water leaks in the street and on site or outside the building as well as problems with burst water pipes every few months than the other housing types and less likely to have never experienced these
They are also more likely to have experienced water leaks in the dwelling on a daily basis
Water leakages…
16Contact when experiencing problems with water
leakages, toilet systems or sewers
39
25
3
2
1
2
2
30
20
8
4
4
25
31
52
66
71
73
8
42
2
15
1
1
1
1
2
2
16
17
14
6
4
3
0% 20% 40% 60% 80% 100%
A leaking tap on site or in the dw elling
A broken or blocked toilet system
A blocked sew er on site or yourproperty
A leak at the meter
A w ater leak in the street (outside theyard)
A blocked sew er in the street (outsidethe yard)
Plumber Corporate call centreDial 107 Friend or family or f ix it yourselfOther Technical operations centreLocal off ice TOC and Local off ice (nett)
Q.2c
Base: n=450
28%
35%
58%
80%
88%
89%
Local office is contacted primarily for problems outside a private property, leaks at the meter or blocked sewers
Low income respondents are more likely to also contact the local office for leaking taps on site and broken or blocked toilets
18
Base: n=450
Q.9 Awareness of bylaws
Significantly greater or less than other housing types
The bylaw most residents are aware of is that it is not permitted to water gardens between 10am and 4pm
High income residents more likely to be aware of other bylaws
One fifth of the residents interviewed are, however, not aware of any of these bylaws
19
Frequently – 23%
Seldom – 34%
Never – 43%
Consumption of bottled waterQ. 6a.6b
Base: n=450 Base: n=256 (Respondents who drink bottled water)
No significant differences between groups
Reasons to drink bottled water
21
Fitting of personal water filtering systemQ. 6c. 6d
6%
94%
Yes No
Base: n=450 Base: n=25* (Respondents who have installed a personal water filtering system at home)
*Caution very small base size
High: 13%
Middle: 6%
Low: 1%
Reasons for installing personal water filtering system
Significantly greater or less than other housing types
22
Introduction & background
User profile
FindingsUser behaviour
Communication with the City of Cape Town
Satisfaction
Responsible water usage
Summary
23
1
0
1
0
0
0
1
1
2
3
3
6
6
4
2
4
5
4
4
5
7
8
7
4
3
4
5
7
6
11
15
9
9
12
91
90
88
87
78
76
74
72
7
1
1
2
2
1
2
5
2
4
79
87
91To ask or complain about the quality of water
To report missing or broken street furniture, likemanhole covers, sewer lids
To ask or complain about the smell from the wastewater treatment plant
To ask or complain about the waste water overflow
To ask about water restrictions
To ask about your water connection
To report a blocked sewer in the street
To report a blocked sewer in your property
To report a burst water pipe
To ask about your water or sewer account or meterreadings
To report a water leak in the street, outside the yard
In the past month In the past 6 months In the past year Longer than a year ago Never
Last dealt with the municipalityQ.4a
Base: n=450
For the most part respondents have dealt very little with the municipality in the past year
Most recent interactions have involved reporting blocked sewers, burst water pipes and water leaks and enquiring about accounts or meter readings
27
Contact with municipality in relation to water or sanitation services
5816
2410
18
19
3057
48
45
25
26222014
0%
20%
40%
60%
80%
100%
You were treated in aprofessional and polite
manner
You were immediatelydirected to the personwho could best see to
your needs
The problem wasresolved in a reasonable
time
They followed up to findout if the problem had
been sorted out
Disagree completely Disagree Agree Completely agree
Base: n=240
Q.4bExcludes those who did not have contact with the municipality
39%
54%
65%
35%
70%
26%
83%
15%
Although contact with the municipality was generally rated well there are some areas to address:
More than half disagreed that the municipality had followed up to find out if the problem had been sorted out
A third of respondents were dissatisfied with the time taken to resolve the problem – this was particularly prominent at 44% among low income housing residents
More than two thirds felt they were directed to the correct person
8 out of every 10 respondents felt they were treated in a polite and professional way. This is significantly lower for low income housing respondents and an area for improvement
Improvement areas
31
Base: n=245
Q.4c
Most used point of contact for the municipality regarding water or sanitation
services
Almost half of those who have contacted the municipality have used the local municipality as a point of contact
This contact point is less likely to be used by high income residents who are more likely to mostly use the Technical Operations Centre
Significantly greater or less than other housing types
32
Understanding the water and sewerage bill
15b
77
75
76
17
20
16
6
4
5
9
82 14
0% 20% 40% 60% 80% 100%
Overall(n=444)
Low (n=146)
Middle(n=150)
High (n=148)
Easy to understand Not so easy to understand Almost impossible to understand
73
74
74
19
21
17
7
6
5
9
70 18
0% 20% 40% 60% 80% 100%
Overall(n=444)
Low (n=146)
Middle(n=150)
High (n=148)
Water bill Sewerage bill
No significant differences between groups
More than 70% of
residents find both
parts of the bill easy to understand
Almost one fifth does however think it is
not so easy to
understand
99% of residents receive a water/sewerage account
33
Accuracy of the water and sewerage bill
15b
36
36
28
43
44
45
21
16
20
27
45 39
0% 20% 40% 60% 80% 100%
Total (n=444)
Low (n=146)
Middle(n=150)
High (n=148)
Accurate - every time Accurate - almost always, but not every time Not accurate at all
40
44
34
41
36
46
19
16
20
20
42 41
0% 20% 40% 60% 80% 100%
Total (n=444)
Low (n=146)
Middle(n=150)
High (n=148)
Water bill Sewerage bill
For the lower
income residents,
the perception
is that accounts tend to be
more accurate
About one fifth do not
think accounts are accurate at
all
Significantly greater or less than other housing types
34Frequency of checking the water and
sewerage bill 15b
41
45
42
30
23
36
29
34
32
22
34 32
0% 20% 40% 60% 80% 100%
Total (n=444)
Low (n=146)
Middle(n=150)
High (n=148)
Never Sometimes Always
43
48
43
29
22
36
28
33
30
22
38 29
0% 20% 40% 60% 80% 100%
Total (n=444)
Low (n=146)
Middle(n=150)
High (n=148)
Water bill Sewerage bill
Almost 3 in 10
residents always
check their account
High income residents are less
likely to be frequent checkers
Significantly greater or less than other housing types
35
Introduction & background
User profile
FindingsUser behaviour
Communication with the City of Cape Town
Satisfaction
Responsible water usage
Summary
36
Q.1a,1b,1c
Base: n=450
Satisfaction with provision of services
77% of users are satisfied with the overall performance of the City of Cape Town in providing water and sanitation services
Water services are rated best with 82% satisfied
Servicing the sewer drainage system had less satisfied users than that of water services with a 70% satisfaction level
GOAL: To ensure an 80% satisfaction level of all customers in the provision of basic water servicesSOURCE: Water Services Vision, November 2005
77%
82%
70%
37
Satisfaction with provision of services - overall
Middle income housing respondents are most satisfied with the overall provision of services of the City of Cape Town while high income respondents are the least likely to be very satisfied
Low income residents are the least satisfied
Significantly greater or less than other housing types
74%
80%
78%
Q.1a
38
Significantly greater or less than other housing types
76%
87%
84%
Satisfaction with provision of services – providing drinking water on tap
Middle income housing respondents are also the most satisfied with the provision of drinking water on tap. The least satisfied are low income housing respondents
Q.1b
39
Significantly greater or less than other housing types
66%
73%
71%
Q.1c
Satisfaction with provision of services – maintaining the sewer drainage systems
All housing groups are less satisfied with the maintenance of sewer and drainage systems relative to the provision of drinking water on tap, the least so being the low income group
40
4.3
3.2
Imp
ort
ance
Rating of City of Cape Town
Not at all important
Extremely important
Poor Excellent
City of Cape Town Water and Sanitation Department is for the most part performing extremely well and delivering to demands
All aspects may be considered priority areas except, maybe, providing information
with billings
Importance and performance
Ensures environmentally friendly waste water systems
Provides the regular clearing of sewers to prevent blockages
Ensures that water services are affordable
Provides accurate billings based on actual monthly meter
readings
Provides information with billings
Restores service within 6 hours after an unplanned interruptionEnsures adequate water
pressure during peak supply
Ensures that the quality of water meets national drinking water
standardsExtends water and sanitation services to all people
Encourages people to pay for the water and sanitation services that they use
Ensures that people obey legislation about the use or
misuse of water
Ensures that the municipality uses water wisely
Encourages business to use water wisely
Encourages the public to use water wiselyMinimises the loss of water
Provides a reliable supply of water
Provides a sustainable supply of water for future generations
Provides polite, effective and efficient communication to the
community
1
1.5
2
2.5
3
3.5
4
4.5
5
1 1.5 2 2.5 3 3.5 4 4.5 5
41
1
8
1
0
1
0
2
3
8
15
1
11
4
18
23
34
31
35
34
36
33
35
31
35
33
35
37
24
35
54
41
47
45
47
47
46
45
34
32
38
31
31
25
13
15
19
19
19
18
21
18
32Provides a reliable supply of water
Ensures adequate water pressure during peak supply
Ensures the taste of the water is satisfactory
Ensures the smell of the water is satisfactory
Ensures the colour of the water is satisfactory
Ensures the texture of water is satisfactory
Provides a sustainable supply of water for futuregenerations
Ensures that the quality of water meets nationaldrinking water standards
Minimises the loss of water
Ensures environmentally friendly waste water systems
Extends water and sanitation services to all people
Restores service within 6 hours after an unplannedinterruption
Provides the regular clearing of sewers to preventblockages
Not applicable/ Don't know Poor/ fair Good very good/ excellent
Rating of City of Cape Town regarding infrastructural elements – Low income housingQ.5b
Average excludes none/don’t know
Base: n=150
3.5
3.4
3.4
3.4
3.4
3.4
3.3
3.3
3.2
3.2
3.1
2.9
2.9
Ave. score: 3.2
Above ‘low income’ average
Below ‘low income’ average
Unique to low income
Across all groups
42
0
2
3
0
1
0
0
4
1
9
18
16
2
17
22
17
40
23
35
29
29
29
33
33
35
38
26
33
34
66
66
57
63
61
62
58
53
52
37
34
33
24
13
3
9
5
9
9
9
9
9
31Provides a reliable supply of water
Ensures that the quality of water meets nationaldrinking water standards
Ensures adequate water pressure during peak supply
Ensures the colour of the water is satisfactory
Ensures the texture of water is satisfactory
Ensures the taste of the water is satisfactory
Ensures the smell of the water is satisfactory
Provides a sustainable supply of water for futuregenerations
Extends water and sanitation services to all people
Minimises the loss of water
Restores service within 6 hours after an unplannedinterruption
Ensures environmentally friendly waste water systems
Provides the regular clearing of sewers to preventblockages
Not applicable/ Don't know Poor/ fair Good very good/ excellent
Rating of City of Cape Town regarding infrastructural elements – Middle income housingQ.5b
Average excludes none/don’t know
Base: n=150
3.9
3.8
3.8
3.8
3.8
3.7
3.7
3.6
3.6
3.3
3.3
3.3
2.8
Above ‘middle income’ average
Below ‘middle income’ average
Ave. score: 3.5
Unique to middle incomeAcross all groups
43
1
3
1
1
11
1
1
1
13
5
15
14
4
30
26
29
45
37
43
39
45
34
37
39
42
33
33
35
28
40
40
38
37
26
38
37
37
25
33
25
23
23
21
15
20
19
22
18
27
25
23
44Provides a reliable supply of water
Ensures that the quality of water meets nationaldrinking water standards
Ensures adequate water pressure during peak supply
Ensures the texture of water is satisfactory
Restores service within 6 hours after an unplannedinterruption
Ensures the taste of the water is satisfactory
Ensures the smell of the water is satisfactory
Ensures the colour of the water is satisfactory
Provides a sustainable supply of water for futuregenerations
Extends water and sanitation services to all people
Ensures environmentally friendly waste water systems
Minimises the loss of water
Provides the regular clearing of sewers to preventblockages
Not applicable/ Don't know Poor/ fair Good very good/ excellent
Rating of City of Cape Town regarding infrastructural elements – High income housingQ.5b
Average excludes none/don’t know
Base: n=150
3.3
3.3
3.3
3.3
3.2
3.2
3.2
3.2
3.1
3.1
2.9
2.6
3.0
Above ‘high income’ average
Below ‘high income’ average
Ave. score: 3.0
Across all groups
44
18
2
11
13
12
3
0
3
8
20 29
43
37
39
44
45
41
39
29
30
40
41
35
29
27
35
33
28
29
21
35
13
13
17
19
17
17
27
30
29Provides your household with 6000 free litres of water
per month
Encourages the public to use water wisely
Encourages business to use water wisely
Ensures that the municipality uses water wisely
Ensures that people obey legislation about the use ormisuse of water
Encourages people to pay for the water and sanitationservices that they use
Ensures that water services are affordable
Provides accurate billings based on actual monthlymeter readings
Provides polite, effective and efficient communicationto the community
Provides information with billings such asneighbourhood average usage and trends, personal
average, water saving tips, etc
Not applicable/ Don't know Poor/ fair Good very good/ excellent
Rating of City of Cape Town regarding customer elements – Low income housing
Base: n=150
3.5
3.4
3.3
3.2
3.2
3.2
2.9
3.0
3.0
3.0
Q.5bAverage excludes none/don’t know
Above ‘low income’ average
Below ‘low income’ average
Ave. score: 3.2
Unique to low and middle income
Across all groups
Across all groups
45
3
20
5
19
17
3
5
3
9
2 35
23
27
33
33
35
37
29
32
27
56
44
51
38
35
43
37
39
29
36
31
11
13
17
11
15
19
21
29
31Encourages the public to use water wisely
Provides your household with 6000 free litres of waterper month
Encourages people to pay for the water and sanitationservices that they use
Encourages business to use water wisely
Ensures that the municipality uses water wisely
Ensures that people obey legislation about the use ormisuse of water
Provides polite, effective and efficient communicationto the community
Provides accurate billings based on actual monthlymeter readings
Provides information with billings such asneighbourhood average usage and trends, personal
average, water saving tips, etc
Ensures that water services are affordable
Not applicable/ Don't know Poor/ fair Good very good/ excellent
Rating of City of Cape Town regarding customer elements – Middle income housing
Base: n=150
3.7
3.6
3.6
3.5
3.4
3.4
3.0
3.0
3.0
3.0
Q.5bAverage excludes none/don’t know
Above ‘middle income’ average
Below ‘middle income’ average
Ave. score: 3.5
Across all groups
Unique to low and middle income
46
7
7
5
17
17
11
17
9
5
2 55
40
33
31
35
37
33
34
28
23
35
24
31
24
24
21
21
21
21
20
47
23
29
31
27
24
31
29
37
35Encourages people to pay for the water and sanitation
services that they use
Provides polite, effective and efficient communicationto the community
Encourages the public to use water wisely
Encourages business to use water wisely
Provides your household with 6000 free litres of waterper month
Ensures that people obey legislation about the use ormisuse of water
Ensures that the municipality uses water wisely
Provides information with billings such asneighbourhood average usage and trends, personal
average, water saving tips, etc
Provides accurate billings based on actual monthlymeter readings
Ensures that water services are affordable
Not applicable/ Don't know Poor/ fair Good very good/ excellent
Rating of City of Cape Town regarding customer elements – High income housing
Base: n=150
3.2
2.9
2.8
2.8
2.6
2.6
3.0
3.0
3.0
3.0
Q.5bAverage excludes none/don’t know
Above ‘high income’ average
Below ‘high income’ average
Ave. score: 3.0
Across all groups
Unique to high income
47
10
14
11
4
17
15
20
17
52
47
49
4718
20
25
21Overall
Low
Middle
High
It costs less It costs the same It costs more Don't know
Q.8a
Perceived cost of water compared to the rest of the country
Most people are not aware of the costs of water and sewerage relative to the rest of the country
Significantly greater or less than other housing types
48
8
11
9
5
14
11
17
14
56
55
51
6318
23
23
21Overall
Low
Middle
High
It costs less It costs the same It costs more Don't know
Q.8b
Perceived cost of sewerage compared to the rest of the country
Most people are not aware of the costs of water and sewerage relative to the rest of the country
Significantly greater or less than other housing types
49
Introduction & background
User profile
FindingsUser behaviour
Communication with the City of Cape Town
Satisfaction
Responsible water usage
Summary
50
Responsible water use
443
1810
17
56
61
54
58
17
3325
15
23
0%
20%
40%
60%
80%
100%
Most people are awareof conserving water
It is your duty toreport water leaks in
the street orpavement and
overflowing sewers
The City shouldrestrict the supply ofwater to those who
can afford to pay butdon't
Most people obeywater restrictions
when they areintroduced
Disagree completely Disagree Agree Completely agree
Base: n=450
Q.7
73%
20% 14%
79%
94%
5%
73%
22%
Among formal residents there is high agreement regarding the statements depicting responsible water use
Lower income residents are the least likely to think that most people obey water restrictions and that it’s their duty to report water leaks
54
23
6
2
42
37
28
9
10
35
45
38
13
5
37
40
30
9
6
38
38Waterrestrictions
Tariffs
Bylaws
Qualitystandards
None or don'tknow
Total (n=450)Low (n=150)Middle (n=150)High (n=150)
Q.16
Awareness of how the Water and Sanitation service controls the supply of water
Significantly greater or less than other housing types
40% believe the supply of water is controlled through restrictions while 30% believe the department uses tariffs to control supply
A large proportion of residents do not know how the supply of water is controlled
55
Q10a, 11a, 11b Water conservation over the past year
Significantly greater or less than other housing types
Less than one fifth of the total sample has participated in water conservation activities over the past year
Low income households are significantly more likely to do so while high income households are the least likely to do so
On the other hand two thirds claim to have changed their behaviour in order to conserve water
Low income households are now the least likely and middle income households are the mosty likely to have done this
Reasons for changing behaviour to conserve water
56 Current actions taken to save waterQ.11c
Significantly greater or less than other housing types
Actions taken by most people entail changing how they use water
Incidence of various other, very specific actions are limited and most likely taken by high income households
57
Water efficient tap fittingsQ.11c, 11d, 11e
4
3
6
16
15
17
9
9
9
10
71
75
73
67
1 15
0% 20% 40% 60% 80% 100%
Overall(n=450)
Low (n=150)
Middle(n=150)
High (n=150)
Have installed a waterefficient fitting
Heard of a water efficientfitting
Would consider installing awater efficient fitting
Not aware of nor planningon installing a waterefficient fitting
Significantly greater or less than other housing types
Very low incidence of water efficient tap fittings, although high income residents are more likely to have installed them
Almost 6 out of 10 residents are not aware of these fittings and have no intention of ever installing them
58
Introduction & background
User profile
Findings
Summary
59 Summary
In the formal market, the greatest differentiation is between low income housing and the rest
Amongst formal residents there is fairly high satisfaction although not as high as among the business sample Low income residents are the least satisfiedOverall residents are less satisfied with the maintenance of sewerage drainage systems than the provision of drinking water on tap
Residents experience problems fairly infrequently However low income households are more likely to be experiencing several of the problems more frequently
The local office is contacted for problems experienced offsite, leaks at the meter and blocked sewersLow income residents are more likely to also contact the local office for onsite problems
For the most part there has been very little interaction with the municipality over the past yearWhen residents did contact the municipality, it was most likely about blocked sewers, burst water pipes, accounts and meter readings and leaks in the street
In dealings with the municipality, the general feeling is that follow up and resolution time could be improvedPolite and professional treatment could also improve the experience for low income residents
60 Summary
As in the business market, the service elements identified all emerged as priority areas; however the Water and Sanitation Services department was rated highly on these aspects and as such can be considered to be delivering upon demandsThere are however several relative weaknesses across the groups in both the infrastructural and customer and communication spheres
Alternative water sources such as bottled water and filtering systems are mainly used because the water they provide is cleaner
Three quarters believe people obey restrictions and are conscious of conserving water; there is also high awareness across the sample of permitted watering times and almost two thirds claim to have changed their behaviour to conserve waterThese behavioural changes mostly entail changing how they use water and at this stage there is relatively low incidence of the various devices one can install
The account appears to be well understood, mostly accurate (although one fifth do not believe it is accurate at all) and two thirds sometimes or always check and verify it. Despite this, the majority interviewed have no idea of the relative cost of water and sewerage versus the rest of the country
61
Thank You