Making water count...

Making sure we deliver what you want

We want to understand the things that are really important to our customers and other stakeholders. Over the last 12 months we have talked and listened to over 30,000 customers and community voices and we are continuing to speak to even more throughout the rest of this year and then beyond. We are using all this feedback to help us put together our 2020 to 2025 business plan to ensure that it’s right for everyone. We are also using a wide range of feedback tools to ensure we listen to as many customers as possible all the time.

You can see the feedback we’ve already had this year from customers, learn more about our plans and also have your say by clicking on the areas below:

We’re spending a lot of time developing our business plan because we want to get it right for our customers. So, as well as understanding what’s important to them, we also want a clear picture of how we’re going to deliver the best possible service in the areas they say matter most to them. You can find out more about the business planning process on the 2019 price review web pages.

We’re currently working with a number of independent research agencies to gain feedback on a wide range of areas. These include the services where customers want us to invest their money and understanding what great service looks like. We’re also using new ways to allow us to have a two-way conversation with customers and to help make the experience as educational and fun as possible.

At every step of the journey, our independent customer panel will be checking that we are carrying out the research in an open and fair way and that we are listening to customers and responding appropriately to what they are telling us.