Waters worth saving - the summer campaign including no customers off supply during months of drought.
The cost-of-living crisis has changed how we approach communicating with our customers about issues around affordability. We’ve reached out more broadly to make sure more a wider audience knows about the financial support that’s available and have the information they need.
Our messages fell into three categories - general affordability messaging covering everything we can do to help; individual messaging about specific tariffs and support options; and messaging about saving water and energy.
That mix of messaging was important, linking a broader audience to information about financial support alongside the opportunity to share help and advice on saving water and saving energy, to save money on bills.
With simple tips focusing on the use of household appliances like kettles, dishwashers and washing machines, alongside messages on water usage through baths and showers, we were able to explain how simple changes can help save money on bills.
Some of the numbers involved are stark - 27% of the water used in the home is in the shower; 5,500 litres of water can be wasted in a year by a single dripping tap; 200 litres of water is wasted every day by a leaky loo.
We’ve seen clear results, with a 192% increase in web traffic to our financial support pages, and 5,000 views of our new Save Water, Save Energy page.
An additional 19,000 people are receiving financial support from us, taking the total to 107,000, and general awareness of those financial support programmes increased from 37% to 46% in our latest customer survey.