This report analyses a water-efficiency retrofit trial from 2009, which Veolia Water South East carried out as part of its metering trial activities and compulsory metering programme in the town of Lydd. Its main goal was to understand customer’s perceptions around various aspects of implementing retrofit programmes through four focus groups. 1,450 households were invited by phone call, of which participated 250 in the trial. 43 % of the 163 successfully interviewed post-trial indicated having had a positive experience with the water-saving devices. The majority believed water savings were low and that they reduced their bill “a little”, £4.26 on average.