Customers are at the heart of our strategy. It is vital that water companies understand their customers’ needs and preferences and reflect these in their decisions. By doing this, companies can help deliver on our three strategic goals for the sector, namely to: transform their performance, meet the long term challenges ahead, and deliver more for customers through greater public value.
In December 2020, we published PR24 and beyond: Reflecting customer preferences in future price reviews – a discussion paper which proposed a set of goals for reflecting customer preferences in future price reviews and outlines some initial ideas which might help us meet these goals. The consultation closed on 29 January 2021.
In February 2021, we published the responses to the consultation. We will publish our response on our website during the first half of 2021, as part of our broader consultation on our high level approach to PR24.
- Ofwat’s customer engagement policy statement and expectations for PR19
- Delivering Water 2020: Our final methodology for the 2019 price review (chapter 2 – engaging customers)
- Aide Memoire for Customer Challenge Groups