We conduct research with household customers to better understand their needs, priorities and experiences in relation to the water and wastewater sector. The insights from research are used to test our own policies, and guide where and how we hold companies to account.
We also work closely with the Consumer Council for Water and conduct joint pieces of research.
Our research covers the following key areas:
Research programme
We are undertaking continual research to understand customers‘ needs, priorities and experiences, including repeated studies to explore how views change over time. Our current ongoing programme of research includes:
Area of focus |
Topic |
Key materials |
| Affordability | Cost of living | Cost of living – Water customers’ experiences – Ofwat
Cost of living: wave two – Water customers’ experiences – Ofwat Cost of living: wave three – Water customers’ experiences – Ofwat |
| Customer experiences | Sewer flooding | Customer experiences of sewer flooding: A joint report by CCW and Ofwat |
| Customer experiences | Customer insights: when things go wrong | Customer insights: when things go wrong – Ofwat |
| Customer views and preferences | Customer spotlight | Customer spotlight: people’s views and experiences of water – A joint report from CCW and Ofwat – Ofwat |
Blog
To keep up to date with our latest publications, please check the Ofwat blog.
Latest publication: Customer insights: when things go wrong – Ofwat.