Customer engagement

We have recently published a position paper which sets out our intentions for how we are going to conduct collaborative customer research, with CCW and the water sector, for PR24. The research will cover:

  • Research on common performance commitments;
  • Outcome delivery incentive (ODI) rates research; and
  • Acceptability and affordability testing.

The position paper sets out the scope of the collaborative research, its fit with company-led research and engagement, the timing of the collaborative research, the delivery of the research fieldwork, the governance arrangements and our next steps.

It follows Ofwat’s recent consultation – PR24 and Beyond: Creating tomorrow, together – which set out ideas for PR24 and beyond.

Prior publications