Tackling the complexity of removing lead water pipes

Scottish Water aims to remove lead from the public water network by 2045 as part of their strategic plan. Given there is no official record of the location of lead pipes, Scottish Water takes either an opportunistic or customer driven approach to progress with the removal of lead.

Two previous research projects have taken place regarding lead pipes and Scottish Water are now planning a series of pilot lead removal projects. The pilots aim to deliver an understanding of the costs, practicalities, and challenges in conducting lead removals across the agreed groups.

For this particular project, the overarching objective of the research was to understand how Scottish Water can support customers not covered by legislation, to help make Scotland lead free by 2045.

Methodology

The research project comprised three key components:

Online focus groups with the general population aiming to gather qualitative insights on how best to influence the general population who may unknowingly have lead pipes.
Depth interviews with customers who proactively contacted Scottish Water about potential lead pipe removal to understand their key motivations and potential barriers to removal.
A follow-up quantitative survey with a robust, representative sample of household, future, and business customers across Scotland.

Outcome

The research confirmed that there was no or low awareness of the likelihood of having lead pipes in homeowners’ or business owners’ properties. Thus, customers need alerting and prompting to it. Turquoise highlighted that a strong call to action campaign will be needed if lead pipes are to be eradicated across Scotland by 2045.

We were able to recommend the most appropriate ‘tone of voice’ to utilise in order to achieve the greatest success with the communication and the key information that customers need to become more educated and proactive around lead pipe replacement.

Our unique approach

The Triple Nexus™ Model

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Validate

Our model validates deeper methodological and contextual factors behind the data, not just the data itself, which helps uncover truly relevant insight while minimising noise.

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Tackling the complexity of removing lead water pipes

Methodology

Outcome

The Triple Nexus™ Model

Know

Validate

Predict

Powering breakthrough decision-making

Supporting CX and brand strategy in the water industry

Tackling the complexity of lead water pipe removal

Developing an updated Water Resources Management Plan

Improving communication and customer impact

Continuously monitoring areas of customer satisfaction

Let's talk

01271 337 100

Industries

Process

All about us

How we help

Tackling the complexity of removing lead water pipes

Methodology

Outcome

The Triple Nexus™ Model

Know

Validate

Predict

Powering breakthrough decision-making

Supporting CX and brand strategy in the water industry

Tackling the complexity of lead water pipe removal

Developing an updated Water Resources Management Plan

Improving communication and customer impact

Continuously monitoring areas of customer satisfaction

Let's talk

01271 337 100

Send us a message

How we help

Industries

Process

All about us