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

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