Household Water Saving Retrofit Audits

Description

NWL has set itself challenging targets to achieve real and quantifiable water savings through its water efficiency strategy to reach a long-term goal of 110 litres per person per day by 2050 and a 9.7% reduction between 2025 and 2030. 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 and effective water efficiency education with each customer. This approach has proven to deliver long-term behaviour change. Water's Worth Saving is our household retrofit water saving visit project. We are seeking to employ a contractor to deliver the project to our highest use customers across our Northern, Essex and Suffolk supply areas for the whole of AMP8 (2025 - 2030). We aim to award the contract to a contractor that can demonstrate the wide range of facets required to successfully deliver our project for 2025 - 2027, with extensions up to and including 2030. Below is an overview of the core components for this project to give you an idea of what the contractor will be responsible for, and some of the practical and logistical requirements and deliverables we expect: •Inbound and outbound call handling •Arranging appointments, including rescheduling •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 •Minor internal leak repairs (such as leaking toilets, 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, for example a weekly report of work complete, a monthly overview, and a final project review report •Collection of water consumption data to assess water savings •Post intervention customer survey •Post interventions follow up to customers, •Quality assurance random sampling, •Providing feedback and recommendations of improvement prior to review phase, •Regular catch ups with the project team to cover aspects such as training, project progress and any support required. 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 2026 including a period for review of the final report and database by NWG, followed by any required amendments and clarification. Please note: Due to the nature of the project, we require the contractor to be able to deliver the work across all three operating areas, throughout the duration of the contract. This is due to mailing customers in several areas to ensure the target number of properties if achieved. We aim to achieve a minimum of 16,500 visits per year. Based on previous projects and uptake information, it is estimated that we will need to engage with approximately 110,000 over 12 months (based on a 15% uptake rate) via a recruitment communication. This would mean ~9000 customers per month. Please use this as indicative information only, as figures may change due to this project being dynamic and through a new approach. Lot 1: NWL has set itself challenging targets to achieve real and quantifiable water savings through its water efficiency strategy to reach a long-term goal of 110 litres per person per day by 2050 and a 9.7% reduction between 2025 and 2030. 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 and effective water efficiency education with each customer. This approach has proven to deliver long-term behaviour change. Water's Worth Saving is our household retrofit water saving visit project. We are seeking to employ a contractor to deliver the project to our highest use customers across our Northern, Essex and Suffolk supply areas for the whole of AMP8 (2025 - 2030). We aim to award the contract to a contractor that can demonstrate the wide range of facets required to successfully deliver our project for 2025 - 2027, with extensions up to and including 2030. Below is an overview of the core components for this project to give you an idea of what the contractor will be responsible for, and some of the practical and logistical requirements and deliverables we expect: •Inbound and outbound call handling •Arranging appointments, including rescheduling •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 •Minor internal leak repairs (such as leaking toilets, 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, for example a weekly report of work complete, a monthly overview, and a final project review report •Collection of water consumption data to assess water savings •Post intervention customer survey •Post interventions follow up to customers, •Quality assurance random sampling, •Providing feedback and recommendations of improvement prior to review phase, •Regular catch ups with the project team to cover aspects such as training, project progress and any support required. 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 2026 including a period for review of the final report and database by NWG, followed by any required amendments and clarification. Please note: Due to the nature of the project, we require the contractor to be able to deliver the work across all three operating areas, throughout the duration of the contract. This is due to mailing customers in several areas to ensure the target number of properties if achieved. We aim to achieve a minimum of 16,500 visits per year. Based on previous projects and uptake information, it is estimated that we will need to engage with approximately 110,000 over 12 months (based on a 15% uptake rate) via a recruitment communication. This would mean ~9000 customers per month. Please use this as indicative information only, as figures may change due to this project being dynamic and through a new approach. 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 a 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 existing Blue 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 April 2025