Customer Research and Engagement Framework

The provision of water and wastewater services in England and Wales is a regulated business, and a number of organisations including the economic industry regulator, Ofwat, oversee our activities. Every five years we present a business plan to Ofwat detailing the prices we wish to charge our customers for the services that our customers want us to provide. Customers are at the heart of everything we do and every decision we make. Our plans are co-created with our customers, and other stakeholders, through a robust...