As we set out in our final methodology for the 2024 price review (PR24), we are reviewing the effectiveness of the customer measure of experience (C-MeX), the developer services measure of experience (D-MeX) and the business customers experience in Wales performance commitment.
We introduced C-MeX and D-MeX in PR19 with the aim of improving the experience of residential customers and developer services customers, including house builders, self-lay providers and new entrants. We also introduced identical bespoke performance commitments for Dŵr Cymru and Hafren Dyfrdwy, focused on the experience of business customers in Wales, the vast majority of which cannot choose their retail services provider.
We are keen to hear views from a range of stakeholders on:
- how these mechanisms are currently performing in delivering their objectives; and
- how these mechanisms could change for PR24.
Based on the feedback we receive, we will set out our policy proposals in the PR24 draft determinations, due to be published in mid-2024 for consultation, ahead of our PR24 final determinations in December 2024. Our final policy decisions will take effect from April 2025.
Key questions
Our review started with a focus on high-level design issues followed by more detailed implementation issues.
Our review of high-level design issues focused on topics such as coverage of customer groups and incentive design. The following slidepacks provide more detail on these issues and considerations:
- C-MeX review scope (February 2023)
- D-MeX review scope (February 2023)
- Business customer experience in Wales review scope (March 2023)
From February to June 2023, we engaged on these issues with a range of stakeholders, including water companies, CCW (the Consumer Council for Water), customer organisations and representatives from developer services customers. We consider their views on the consultation we published with our high-level design proposals in July 2023.
Following consideration of these issues, we are subsequently developing our proposals to more detailed implementation issues, such as how we sample and survey customers for each mechanism. In the upcoming months, we will be engaging with stakeholders on these issues, including through meetings, workshops and working groups.
See our PR24 working groups and workshops page for related materials.
Please email [email protected] to provide feedback or arrange to speak with us.
Timeline
| Date | Activity |
| December 2022 | Confirm we will retain and review C-MeX and D-MeX in the PR24 final methodology |
| February – June 2023 | Engage with stakeholders on high-level design issues, including through meetings, workshops and working groups |
| July 2023 | Publish consultation on high-level design issues |
| Summer 2023 – Spring 2024 | Engage with stakeholders on detailed implementation issues, including through meetings, workshops and working groups |
| June 2024 | Consult on proposals in the PR24 draft determinations |
| December 2024 | Publish decisions in the PR24 final determinations |
| Early 2025 | Onboarding and implementation of approach |
| April 2025 | Changes to C-MeX and D-MeX take effect |