At South East Water, we undertake regular research and publish reports that help inform our day-to-day decisions and larger business strategies. It gives us the tools and guidance to deepen our understanding of customers' and stakeholders' expectations.
The insight gained from our ongoing research and engagement informs all areas of the business and is vital in our decision-making process.
In line with the Ofwat Customer Engagement Policy(opens in a new tab), we have developed this space to share key pieces of research with you, our customers, which inform and support both short and longer-term plans.
Our engagement strategy is at the heart of everything we do. There are many forms of engagement that we use, from daily interactions, expert research or measuring satisfaction. We use this to improve and develop our service to ensure we are doing the right things for the right purpose at the right time.
To find out more about our engagement strategy and how this feeds into our day-to-day activity, click here
Our research shares key insights that we have gained through various engagement pieces, provides a transparent view of everything we do and encourages collaboration across the work we do.
A key focus of the research has been our Water Horizon Forum, which is our customer panel who have been on a two-year journey with us during our business planning for 2025-2030.
They have provided insight into their challenges and experiences to ensure the customer remains central to what we do. Any reports which show the Water Horizon Forum logo have been carried out with them.
