Domestic Water Saving Audits

Northumbrian Water Group has set itself challenging targets to achieve real and quantifiable water savings through its water efficiency strategy in order to reach a long-term goal of 118

litres per person per day by 2040 and a 5.3% reduction between 2020 and 2025. Water saving visits have been a key component of our water efficiency strategy. The tried and tested approach successfully combines the provision and fitting of water saving products in customer's homes with effective engagement with each customer. This approach has proven to deliver long-term behaviour change. Every Drop Counts is our multi award winning water saving visit project.

We are seeking contractors to tender for services to deliver the next iteration of Every Drop Counts. We are seeking to employ a contractor to deliver Every Drop Counts to customers

across our Northern, Essex and Suffolk supply areas for the rest of AMP7 period . The contract will run for an initial period of 15 month period ( This includes a 12 month project delivery period and a 3 month buffer period where any remedial or outstanding work can be completed), extendable for a year on an annual basis, for three years to 2025.

The regulatory year runs from April to March with a requirement to report activity completed to regulators covering this period every year. The objective is to provide validated data on the

details of the work completed annually so that this data can be analysed and used for NWG's annual reporting. The project for the first year of the contract will be completed by January

2023 including a period for review of the final report and database by NWG, followed by any required amendments and clarification.

The services to be provided must include the following;

•Inbound and outbound call handling

•Arranging appointments

•Organise/plan technician routes/diaries around appointments •Organise/facilitate the

transfer, storage and monitoring of stock •Gaining an understanding of customers, who they

are and how/why/when water is used the way it is

•Engaging with customer through relevant behavioural change messaging, making the

interaction personal and tailored to the customer

•Delivery and installation of suitable water saving interventions, taking flow measurements,

and substituting alternative products where appropriate as part of the visit,

•Minor internal leak repairs (such as leaky loos, tap washer replacements etc.)

•Remedial visits,

•Monitoring call centre and field staff productivity,

•Robust and quality assured data collection, for example collecting data from visit around

products installed, meter reads, any other areas of interest, on an electronic form

•Reporting, weekly report of work complete; and final project review report

•Collection of water consumption data to assess water savings. •Post intervention customer

survey and follow ups

•Quality assurance random sampling

•Providing feedback and recommendations of improvement prior to review phase.

It is estimated that approximately 57,500 letters will be sent to achieve the target of 5750 audits for the project. Call centre volume and related data administration will be high during

this period of initial recruitment. It is critical that all information relevant to this project and our customers are held securely and separate to any other clients information on a unique

database. The contractor is responsible for designing this database, while we request that NWL retains the intellectual property rights. We also stipulate that NWL is responsible for all

PR releases relating to this project. Plumbers are to be qualified to NVQ Level 2, plumbing tradesmen and registered under the National Water Hygiene Car Scheme or hold existingBlue Cards. Reporting is required weekly and should cover analysis of data and work completed (take up rate, product installation rates etc.) Contract start date - 1st January 2022