Customer engagement

For the last two price reviews we have placed a particularly strong emphasis on the role of customer engagement. We expected companies to listen to their customers to understand their preferences and priorities and reflect these in all aspects of their business operations, including their business plans.

We think that PR14 and PR19 have both delivered step changes in the quality, scale and impact of customer engagement within the water sector. Our policy statement and expectations for PR19 (including the final methodology), and our aide memoire for customer challenge groups can be found at the following links:

We are now considering what our approach to customer engagement should be for PR24. To inform this work we will be publishing a consultation later this year and are really keen to hear a wide range of views. If you have any ideas you’d like to share about this work now then please email us at [email protected].