CLIENT
Northumbrian Water and Essex & Suffolk Water
THE RESULTS
13,893Completed household visits
3,752Leaking toilets identified
45.91Litres per property per day, average net measured saving
95.5%Customer satisfaction (September 2026)
THE CONTEXT
Two regions, one standard
The programme covers two contracts in very different places: Northumbrian Water in the North East and Essex & Suffolk Water in the South East. Each needs its own field team, but customers in both should get the same visit, the same standards and the same reporting.
THE CHALLENGE
Reaching the highest users and the hidden leaks
Northumbrian Water Group used customer data to identify households in the highest 5% of water users. Those customers had to be engaged, booked in and given practical help to use less.
Leaking toilets were a key target. They can waste large volumes of water continuously without the household noticing.
our approach
Data-led targeting, local plumbers, central control
Northumbrian Water Group mailed the highest users, inviting them to book a free visit. Our call centre handled incoming calls, supported by outbound calling and a dedicated online booking page.
Locally based Aqualogic plumbers carried out the audits, checking fittings and toilets for leaks and installing products such as tap aerators, shower timers, shower regulators, Save-a-Flush devices and trigger hoses. Leaks were repaired on the spot wherever possible, with repair visits arranged where not.
Booking, planning, stock, quality and reporting are run centrally. Power BI reporting by contract, region and plumber lets us move resource to meet demand, averaging 56 audits a day across both contracts.
PROGRAMME AT A GLANCE
The programme at a glance
Client
Customers
Visits
Productivity
Evidence
Advice
what this proves
Measured savings, and customers who feel able to act
3,160 of the 3,752 leaking toilets found have been repaired, around 84%, and 2,752 of those were fixed during the first visit so the saving started straight away.
Pre- and post-visit meter readings across 520 valid records show an average net saving of 45.91 litres per property per day, including homes where use went up.
In September 2026, confidence among customers that they could reduce their water use rose from 56% before the visit to 85% after it.
