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: [email protected]   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