Britain’s driest counties
Essex & Suffolk Water, which is a subsidiary of Northumbrian Water, operates in one of the driest areas of the country and draws most of its water from rivers, boreholes and aquifers. As rainfall patterns change and long dry spells become the norm, the company has to carefully manage its options. Abstraction from local chalk streams has to be stopped over the next five years to preserve these rare flows and habitats. At the same time levels of all rivers must be maintained and boreholes and aquifers recharged while providing guaranteed supplies to populations expected to increase by up to 34% in Essex and 29% in Suffolk over the next 40 years.
The right thing to do
Essex & Suffolk Water strives to go above and beyond what is required by industry regulators through an altruistic aim to educate and change consumer behaviour by empowering its customers to self-propagate efficiency and reduce consumption as our water resources become scarcer and demand increases.
During each phase of the project we engage, on behalf of Essex & Suffolk Water, 15,000 customers with the aim of completing 3,000 home visits and through the installation of as many water saving products as possible and maximising their achieved savings. WSP extensively trains the installation team in high quality customer service before they enter customers’ homes to ensure that the Every Drop Counts experience is always positive. It is an important part of our culture to place high value on client care, whether it is our direct employer or the end user such as their customers. And the successes of the Every Drop Counts programme are clear with an overall average customer satisfaction level of 99%.
All customer contact and scheduled visits are managed through our dedicated Customer Contact Centre and extensive volumes of data are recorded and analyzed from each property to ensure optimum levels of both savings and service are achieved. Essex & Suffolk Water, via the Every Drop Counts initiative has also been engaged in behavioural economics to find out how best to encourage customers to change domestic behaviour, working with professors from Universities of Chicago in the US, Oxford and Sheffield Universities in the UK. This has allowed us to target those customers most likely to benefit from Every Drop Counts.