Mumin Islam, Thames Water’s metering stakeholder manager, explains why engagement is the key to the company’s smart meter roll-out
In 2007, the Thames Water area was designated an area of serious ‘water stress’ by the Department for Environment, Food and Rural Affairs and we were empowered to consider the case for compulsory water metering as part of our overall plan to manage water resources.
By 2020, if we continue to use water at our current rate, London will have a shortfall of 133 million litres every day. That’s the amount needed by 850,000 people.
That’s why at Thames Water we’re looking to save water through reducing leakage and putting customers in control of their water use via our progressive roll-out of smart water meters.
In all of this, our main consideration has been for our customers, many of whom are already making savings. Late last year we installed our 100,000th meter and we have just started work in Brent and Hackney, our ninth and 10th London boroughs respectively.
Progress is good, but there is more to do to ensure people are aware of what we are doing and, crucially, why it’s so important.
To this end, we write to all our customers in advance of fitting their meter to provide them with an overview of our programme. Our aim is to meet with every customer as part of our 1-2-1 engagement strategy, which allows us to offer our award-winning Smarter Home Visits. These provide customers with tailored water saving advice. 45,000 customers have taken up the offer of a Smarter Home Visit to date.
Those who take up our offer of a Smarter Home Visit have found that a family of four could save as much as £180 a year on their water and energy bills.
Smart meter data and these visits also allow our engineers to identify any leaks that may exist on pipes on the customers’ side – leaks we offer to repair free of charge. This is an important part of the programme as we’ve calculated that customer-side leaks account for more than a quarter of all leaks across our region.
As you would expect, communities have questions about the programme. For some, it may be concerns over paying their water bill. For others, it could be how smart meter technology will help reduce their water usage.
With our teams on hand, we’re able to talk to customers about financial support schemes, including two social tariffs, WaterSure and WaterSure Plus. We’re also harnessing technology to allow customers to view their usage and bills online.
It’s only through this direct engagement that we’re able to offer bespoke advice on how to make homes more efficient and to address specific concerns.
Our engagement team have additionally placed a great emphasis on targeting ‘hard-to-reach communities’ or those whose first language may not be English. Through drop-in sessions, radio and TV appearances and translating customer literature, we’re able to build a greater understanding and appreciation for being smarter with water right across our capital.
Through our engagement, customers are adapting their behaviours and saving money in the process, which is so important when addressing any potential shortfall in water.
Our message is clear – this is the fairest way to pay for what you use, value what you pay for and promote more efficient use of water.
For more information on this roll out and to order water saving devices, please visit
www.thameswater.co.uk/freebies
