#70 - Empowering Vulnerable Customers: Welsh Water's Stream Of Support

Welsh Water’s Head of Vulnerable Customer Support, Pete O’Hanlon, and Water Efficiency Lead, Annie Lamb, join Mike and Karen to explore the many innovative approaches Welsh Water takes to help vulnerable customers increase their water efficiency.

 

Get in touch with the show with any of your questions or comments: podcast@ccwater.org.uk

 

Timestamps

• 0:00 - Introduction and hellos
• 1:02 - A toilet with a hot water flush?!
• 3:10 - Pete & Annie join the show
• 3:50 - The perils of leaky loos
• 5:15 - The origins and purpose of Welsh Water's vulnerable customer team
• 7:17 - Services that the team offer
• 9:39 - How many people does Welsh Water help per year?
• 11:50 - The team's work with the charity, Designed to Smile
• 15:42 - How do the team know what vulnerable customers may need in terms of water efficiency?
• 19:40 - Experience with customers
• 22:56 - The team's use of behavioral science  
• 24:51 - Welsh Water's general water efficiency use
• 27:51 - Upcoming products the team wish to employ
• 30:56 - Future areas of Wales the team wish to explore
• 34:00 - Final thoughts and close 

 

Show notes 

 

Welsh Water Priority Services

Welsh Water's Cartef Community