At the 2014 price review we required water and wastewater companies (‘companies’) to engage with their customers about:
- the services customers wanted their company to deliver over the long term (‘outcomes’);
- the specific levels of service they expected companies to deliver (‘performance commitments’); and
- the value of any outperformance payments and underperformance penalties (‘outcome delivery incentives’ or ‘ODIs’) companies would incur for exceeding or failing them
We then set the price, investment (expenditure) and service package that customers receive within the 2015-20 price control period. Each company must report annually on their expenditure and outcome delivery in an annual performance report (APR).