by SFT | Oct 31, 2025 | Notes From The Editor, St Francis
A brief, noisy experiment in solitude.
Being home alone in paradise sounded like a dream. It wasn’t. While the family was off at a surf comp, chasing glory and sunburn, I was left to run the show: me, two dogs, and a cat who actually owned the house.
The dogs soon realised that walk times were “negotiable,” meaning never. They took turns glaring at me like unpaid interns. Basil, the cat, sat on the counter and watched with the cold detachment of someone who’s seen the CCTV footage.
Dinner devolved into a toast-and-baked-beans rotation, consumed straight from the pan to reduce admin. The toast went on top, sometimes buttered, sometimes not, depending on morale. It was oddly freeing, like camping in your own kitchen, if camping came with remorse.
To fill the silence, I played music at unhealthy volumes. Not good music, the kind you thought you loved in 1987, but looking back, you realise you were just sad at the time. The dogs howled briefly, then left the room side by side, in unison, as if walking onto Noah’s Ark. The cat relocated to the windowsill. I was undeterred.
By day three, I was talking to the appliances. The Jack Russell tilted his head whenever I spoke, which I took as a sign of encouragement. Basil rolled his eyes because he was the owner of the house.
The rest settled into a routine: strong coffee on an empty stomach, the odd leftover painkiller for no reason, and long nights lit by Netflix’s glow. I’d start a show and forget to finish it, or finish it and forget why I’d started. Sleep came in random bursts on the couch. A few KFC boxes may have been involved.
But solitude had its perks: no small talk, no school lunches, no towel avalanches. Just me, the two dogs, and the owner of the house, and a growing sense that civilisation is overrated.
They’re home now. The noise is back, the fridge is empty, and apparently, I can’t be trusted alone anymore.
Harsh, but fair.
by SFT | Oct 31, 2025 | St Francis
The surface looks calm, but the numbers tell a different story. The Kouga Dam, lifeblood of the Gamtoos Valley and a cornerstone of the Eastern Cape’s water system, is slipping.
65.6% of full supply.
According to the Department of Water and Sanitation’s weekly bulletin for 27 October 2025, the Kouga Dam is at roughly 65.6% of full supply. That figure is not catastrophic, not yet, but it is well below what is needed to carry the region confidently through the coming dry months. A few more dry weeks and missed storms, and the slide could accelerate faster than anyone wants to admit.
The Kouga forms the heart of the Gamtoos Water scheme, which supplies farms, towns and industries in the region. The system is run in partnership with the DWS. Despite relative efficiency, water losses remain under 8%, notable given the age and exposure of the infrastructure.
The broader water-supply system, which includes Kouga and its adjacent dams, currently holds usable water of about 146,210 megalitres out of a total capacity of roughly 281,571 ML. That translates to just 51.9 % availability and leaves around 9% in dead storage, water that cannot be drawn down.
The numbers may appear technical, but they translate into literal anxiety. Local municipalities stretch their supply plans. Farmers adjust irrigation cycles. Boreholes are pressed into service. Every litre becomes part of a calculation.
Kouga’s history is of extremes — droughts that once emptied it, deluges that refilled it, and now a middle ground that feels uneasy: not full enough to relax, not empty enough to trigger a visible crisis. The concrete wall at the river gorge might as well be a marker between what still works and what is beginning to fail.
For now, water still flows from the dam into the valley. Fields remain green. Taps still turn. Pumps still hum. But the 65-66 % range has a way of sliding to 60 %, then 50 % faster than people remember.
Caution rather than comfort should define this season. In the Gamtoos, where every cloud is watched and every drop counted, the real question isn’t how much water is left; it is how long the calm will last.
Kouga Dam Snapshot – October 2025
Latest reading
- Date: 27 October 2025
- Level: 65.6 % of full capacity
- Source: Department of Water and Sanitation weekly bulletin
Regional system
- Total system capacity: 281 571 megalitres (ML)
- Usable water: 146 210 ML
- System availability: 51.9 %
- Dead storage: 9 %
Water management
- Operated by Gamtoos Water under contract with the Department of Water and Sanitation
- Estimated water losses from the open-canal network remain below 8 %
- Supplies domestic, industrial, and irrigation users across the Gamtoos Valley, Jeffreys Bay, and St Francis Bay
Historical context
- Record low: under 10 % during the 2019 drought
- Average level for late October over the past decade: approximately 74 %
- Current level therefore sits 8–10 % below long-term seasonal norms
Outlook
- Rainfall since September has been patchy, with lower-than-average inflows
- Evaporation rates are expected to rise as summer temperatures increase
- Continued monitoring and local water-saving measures are advised through December
by SFT | Oct 30, 2025 | St Francis
Kouga – Behind every resolved water leak, restored power line, cleared sewer blockage, or answered account query lies a team whose work is often invisible, yet indispensable – the Kouga Local Municipality Customer Care Agents.
Their work is not simply answering phones; it is about listening, empathising, recording, and relentlessly following through to ensure that the community’s concerns are addressed.
Recently, the municipality strengthened this frontline by adding five more staff members to the Kouga Call Centre, recognising that better service delivery begins with giving agents the resources they need to serve the public. They are Nosipho Mpontso, Valerie Kriga, Siphokhule Silani, Siyamthanda Mhlalasa and Liezel Williams.
Kouga Executive Mayor, Hattingh Bornman, said the Call Centre is the first point of contact between the community and the municipality.
“Every call is logged, tracked, and followed through until the matter is resolved. It is about keeping residents informed and cared for from start to finish.”
The Call Centre has evolved from a complaint-logging desk to a proactive communication hub. Recent improvements include automated SMS and WhatsApp updates, as well as customer rating surveys to track and improve service quality.
The Link Between Residents and Solutions
When a resident picks up the phone, it is often in a moment of frustration, stress, or inconvenience.
“Empathy is at the core of what we do,” said Bornman. “The customer care agent is there first – listening, logging the query into the system, and routing it to the relevant department. From sanitation to water, electricity, roads, refuse, or accounts, every case is time-stamped and tracked until feedback is received. The agent then circles back to the resident, ensuring they are not left in the dark.
“The majority of calls currently relate to suction tanker requests, water and electricity outages, sewer blockages, and refuse collection. These are urgent issues that affect daily life. Agents are trained to capture the correct details the first time, escalate emergencies immediately, and keep residents updated. It is meticulous work.”
Systems Built for Efficiency
He added that to ensure no one is left unheard, call volumes are managed by rotating staff during peak hours and encouraging alternative channels such as WhatsApp and email.
“Each call is more than data – it is a resident reaching out in need. Agents track turnaround times, conduct quality checks, and welcome community feedback, all to strengthen service delivery.”
When Quick Action Makes the Difference
He said during a recent pipe burst; agents logged the call within minutes and escalated it immediately. This swift action meant the repair team could respond right away, preventing flooding and restoring water within hours.
“It is in these moments that the true value of Call Centre staff is revealed.”
Resolution Rate
Between July 2025 and September 2025, the Kouga Call Centre received a total of 6 730 reported incidents, of which 6 527 were resolved, achieving an impressive 96.98% resolution rate. The most common queries included:
- Full septic tanks: 3 971 reported, 3 965 resolved.
- No electrical supply: 1 038 reported, 1 011 resolved.
- Blocked sewers: 1 040 reported, 1 003 resolved.
- Burst water pipes: 381 reported, 348 resolved.
- Street lights not working: 300 reported, 200 resolved.
These figures highlight the vital role the Call Centre plays in addressing urgent issues that affect residents’ daily lives, from sanitation and water supply to electricity, roads, and refuse collection.
Building Trust, One Call at a Time
According to Bornman, for many residents, the Call Centre is not just a service; it is the voice of the municipality.
“How an agent answers a call directly shapes public trust. By being empathetic, professional, and responsive, agents show that the municipality does not just provide services – it listens, it cares.”
The Human Side of Service
Dealing with distressed or frustrated callers is part of daily reality. Agents receive training in conflict management, active listening, and customer care to remain calm under pressure. Empathy is central to their role: every caller is treated not just as a case number, but as a person whose concern matters.
Bornman’s message to the public is that the call centre exists for them.
“Every query is logged, every case tracked, every concern taken seriously. While not every problem can be resolved instantly, every resident can be assured: your call matters, and so do you.”
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