Guidance Register: Customer-focused licence condition


We want water customers in England and Wales to get high standards of customer service and support for the full diversity of their  needs. To achieve this, we introduced a new Condition G in each company’s licence to focus them on delivering for their customers.

This is a register of guidance supporting Condition G: Principles for Customer Care in water companies’ instruments of appointment (the ‘Customer-focused licence condition’).

The guidance provides examples and expectations of how water companies can meet the principles of customer care.

As well as gaining insights from other sources, such as research into customer experience, we may consider compliance with the licence condition with reference to this guidance by assessing how a water company had taken account of the guidance in its activities to comply
with this new licence condition.

This register also includes supporting information to help water companies consider whether they are complying with the licence

Find out more about the customer-focused licence condition