We encourage our customers to play a part in helping shape future water plans and bills.

We regularly consult with our customers and other stakeholders as we develop our plans to ensure the priorities of the communities we serve become our priorities too.

In April 2015 we began our five year business plan which will deliver £424 million investment for customers by 2020. In July we will publish our first annual report on our performance for the year 2015-16 to let people see how we are progressing with our customer commitments.


We aim to provide a five out of five service for all our customers.

We regularly engage with our customers through telephone and postal surveys, focus groups, direct mail and face-to-face interviews to find out what their priorities are and to ensure we keep improving.


We hold exhibitions and drop-in sessions in local communities to inform customers how we are investing their money to improve their water supplies. You can find out more through our news pages. 

Customer Panel:

The Customer Panel monitors our performance against the outcomes agreed in our Business Plan and engages with us while challenging other business-as-usual activities.