Thames Water billing communications [page 2/2]

Our approach (continued)

We undertook a word by word, line by line analysis of the letters and discussed the legal processes which they described. There were too many standard legal letters; they had been written and rewritten and they become unwieldy and repetitive. There were inconsistencies in the use of language, and in the processes they described or promised.

We found that in some instances, where 'legal action' was promised in a letter, none could or would be taken. Another letter would follow. Persistent defaulters would be aware of how ineffectual these letters could be.

Our solution

Our solution was to clarify the messages within the space available, and aim for consistency. We also wanted to ensure that the letters were more direct in tone and content, 'truthful' in what action they promised, and better at explaining what the customer should do to clear their debts. In achieving these aims, we managed to reduce the number of letters and make those which remained more effective.

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