CLIENT
South West Water
THE RESULTS
5,369Completed household visits
18.9%Average estimated water saving, including behaviour change
737Leaking toilets repaired during the first visit
174mLitres saved a year (estimated, including behaviour change)
THE CONTEXT
Household water efficiency at scale
South West Water needed a household programme that could reach a large number of customers, get into their homes and make a measurable difference to consumption and leakage. That meant pairing effective customer acquisition with efficient field delivery.
THE CHALLENGE
Hidden leaks behind the bathroom door
Toilet leaks are often hidden, so customers may not know they have one. Around one in six homes we visited had a leaking toilet, and in the busiest month it was more than one in five.
Finding and fixing those leaks in the same visit, alongside fitting products and giving practical advice, was central to delivering lasting savings.
our approach
From first call to fixed leak
Our customer acquisition team held more than 51,756 conversations with customers, booking 11,324 appointments. Our plumbers, deployed across the region, then carried out the audits, averaging 33 a day at around 36 minutes each.
Each visit covered how the household uses water, checks for leaks, fitting suitable products and advice tailored to the customer. Products were fitted in 73% of audits, with more than 9,100 supplied or installed. Leaking toilets were repaired there and then wherever possible.
A dedicated Power BI reporting suite gave South West Water live visibility of appointments, visits, outcomes, products, leaks and estimated savings throughout.
PROGRAMME AT A GLANCE
The programme at a glance
Client
Service
Period
Appointments
Products
Reporting
what this proves
One team, every stage, measurable savings
The programme shows Aqualogic running every stage of a large household service, from the first customer conversation through to the repair and the reporting.
Physical interventions saved an estimated 117 million litres a year, an average of 10.4%. Behaviour change added a further estimated 8.5%, taking the combined average saving to 18.9%.
Repairing 737 leaking toilets during the first visit, a 74% immediate repair rate, cut avoidable water loss without the cost or disruption of a return trip.
