Customer licence condition research report - final

Customer Licence Condition research report

1.78 MB - PDF



11th May, 2023




Ofwat is planning to introduce a new customer focused licence condition for water and wastewater companies. This is to introduce an enforceable obligation relating to the quality of services that companies are expected to provide for customers. It follows a commitment in Ofwat’s 2019 strategy to consider the case for new high-level licence obligations to provide binding requirements on how companies treat their customers and the most vulnerable in society. The introduction of a customer focused licence condition was supported by the Consumer Council for Water (CCW) in its independent review of water affordability in 2021. CCW is working closely with Ofwat as it develops the licence condition. Ofwat and CCW commissioned this customer research to ensure that the customer voice is included in the development of this new customer focused licence condition