Company: South West Water

 

The idea
Most customers only think about water when they turn on a tap - and in the UK, they don’t choose who supplies it. But water and wastewater services are complex: behind every drop delivered and every flow taken away is a vast system of pipes, treatment works and people working 24/7. South West Water wanted to help customers see the service behind the tap and build trust in its role in the community, environment and everyday life.

 

What I did
I developed and delivered Bringing Water to Life, a regional brand campaign focused on people, place and purpose. Rather than just talking about assets or infrastructure, the campaign connected customers to why this work matters -showing the real value South West Water brings to homes and communities across the South West. It reinforced understanding, boosted perception of water services and strengthened the brand’s relationship with its audiences. 

 

This included:

• Creation of a customer‑centric tone of voice and supporting brand style guide to anchor all campaign messaging. 

• Development and launch of South West Water’s first TV advert, bringing the campaign to life on screen and reaching audiences at scale. 

• Publication of Let’s Talk Water for each business, South West Water and Bournemouth Water - a content piece that helped demystify what water services do and why they matter. 

• Paid social promotion, outdoor and radio advertising to spread the message across channels and customer touchpoints. 

• Creation of +10 docu‑style videos sharing stories from the people and places behind the service, making infrastructure human and relatable. 

 

The impact
By shifting the narrative away from technical utility messaging to human‑led storytelling, the campaign helped customers better appreciate their water services and understand the challenges the organisation faces - from protecting supply to supporting local communities and investing in future resilience. It built trust, fostered connection and elevated the value of water in the minds of residents across the region.

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Year: 2021- 2022. I worked on this project whilst employed at Pennon Group Plc, the parent company of South West Water, the intellectual property of this project belongs to Pennon Group Plc.