November 2017


Night workers, stay at home parents


circa 20


Set out to better understand the needs of these groups, the impact of our works, different touchpoints and our relationship with them.

Your comments & our responses

Hot water is an essential part of our daily routine – if I couldn’t shower I wouldn’t be able to leave the house.

We set up an innovation project to look at providing customers with alternative hot water supplies.

I can adapt to anything as long as I have warning.

We now communicate about our work further in advance and more frequently.