At this point in the price review cycle, companies are preparing their PR24 business plans. We expect all companies to be engaging with customers to make sure their business plans take account of customers’ needs, priorities and preferences. This document sets out our expectations for the standards that should be achieved by companies during business plan development for: High-quality research; Customer challenge on the nature, quality and use of customer engagement evidence; and Assurance of the quality and use of customer engagement evidence. We expect the customer and stakeholder engagement framework set out in the PR24 draft methodology to largely reflect the content of this document, together with our October 2021 ‘Collaborative customer research for PR24’ position paper, published on our website. The draft methodology will be published in July 2022.