The Challenge
Southern Water provides water and wastewater services for Kent, Sussex, Hampshire and the Isle of Wight, supplying more than 1 million households covering a total of 10,530km².
Southern Water asked us to implement a comprehensive audit and retro fit programme for homes (with meters), businesses, schools and communities in the Southern Water area.
Our Approach
Southern Water supplied raw customer data for us to organise and feed into our in-house call centre where a dedicated team book appointments in geographical zones.
A team of engineers was recruited specifically for the 28,000 domestic audits while engineers from our existing network were tasked with the businesses, schools and communities.
A bespoke survey and calculator app was developed as well as a training programme to ensure that the focus was heavily on customer engagement and behavioural change as well as installing water saving products.
As the programme developed a water butt scheme was added, offering customers a heavily discounted water butt including installation.
Key Aspects:
- Geographic Zones: The focus was on the 4 main water stressed areas of the Southern Water area as well as customers who may have financial or affordability issues.
- Products: A range of products was agreed specifically for the toilet, taps and shower. For non domestic properties the list includes urinals as well.
- Branding: All engineers have Southern Water ID as well as heavily branded uniforms and a branded vehicle.
- Schools: School visits are timed to work together with the Education Team, who will run an educational programme in sync with the Aqualogic visit.
THE RESULTS
99%Overall Satisfaction Score
6000Customers Spoken To
28litres Daily PCC Reduction
2272Appointments Booked
What this proves
The project commenced November 2015 and has been extremely well received by Southern Water customers. The end-to-end programme from acquisition to delivery has proven to be very successful. The figures detailed below are for the first 6 months:
