Conflict about West Kelowna water plant award announcement

Photo: City of West Kelowna

A self congratulatory advisory about a recent municipal award is rankling some West Kelowna residents.

A self-congratulatory advisory about a recent municipal award rankled some West Kelowna residents this week, and their reaction prompted a public apology from the municipality.

Early in the week, City of West Kelowna staff announced the "Project of the Year" award from the Public Works Association of BC, for the $72 million Rose Valley Water Treatment Plant.

The award gives a nod to "innovative design, unique features, complexity and significance to our community."

In announcing the award, city council said it was " a testament to the hard work and dedication of the city’s team and the collaborative efforts of everyone involved in the design, construction and commissioning."

In ordinary times, it would be a fairly standard municipal announcement, but Rose Valley resident Olivia Lawson said given the timing it made people feel like they've not been "seen or heard."

"It's been tough for many, and that lack of acknowledgment really stands out," she said.

It's been months since the water plant turned on and some neighbourhoods are still contending with water that has a swampy or chlorinated odour, depending on the day, and oftentimes a cloudy appearance.

The city has offered explanations but, Lawson said they're rarely on time or in a way that satisfies people's questions. She said the public pat on the back also fell short and would have been better placed elsewhere.

"Good communication and solid public relations are really important for city officials because they help build trust and keep things transparent," Lawson said, in a letter.

"Right now, they aren’t effectively responding to people’s complaints or concerns, which just creates more frustration. When residents see this award being boasted about to taxpayers—who are paying for water quality we’re not satisfied with—we feel unseen and unheard."

Late in the day, the city responded with an apology posted on Facebook.

"We want to apologize if our recent project award post felt insensitive or poorly timed given water quality fluctuation we've experienced this summer during the Rose Valley Water Treatment Plant's commissioning phase," the statement read.

"As customers ourselves, we understand and share your frustrations. While our intention was to highlight the importance of this project, the dedication of our staff and the positive impact the plant has on our water quality, we're sorry we missed the mark."

Lawson said the apology was a good first step.