Our strategies and plans

We wanted to understand the things that are really important to our customers and other stakeholders. Over the period of 2017 to 2019, we talked and listened to over 14,000 customers and community voices. We used all of this valuable feedback to help us put together our 2020 to 2025 business plan, ensuring that it was right for all our customers and stakeholders. We also used a wide range of feedback approaches to make sure that we listened to as many customers as possible, in a way that best suited them.

Find out what our customers told us, and how we used the feedback, by clicking on the links below. You can also read about some of the ways that we continue to engage with hundreds of customers each year, since our business plan was approved by the water regulator, Ofwat, in 2019.

We spent a lot of time engaging with customers, when developing our business plan for 2020 - 2025, because we wanted to get it right for all of our customers. So, as well as understanding what's important to our customers, we also wanted a clear picture of how we're going to deliver the best possible service, in the areas that matter most to them - now and in the future.

To deliver our engagement programme, we worked with ten, independent research agencies to gain feedback across a wide range of subjects. These included the areas where customers want us to invest their money to ensure high-quality drinking water always comes through their taps, as well as understanding what 'great service' looks like. We also used new approaches to allow us to have two-way conversations with customers, while helping to make these experiences as educational and fun as possible. 

At every step of the journey, our Independent Customer Panel checked that we were carrying out the research in an open and fair way, and that we were listening to customers and responding appropriately to what they were telling us. Take a look at the independent report on how we approached our customer engagement journey.