Welcome to our forward plan for customer involvement for 2026/27. Supplying water to 2.3 million people every day is a massive responsibility. As your water provider, we know that the choices we make - from how we deliver our big investments to how we support our communities - have a direct and meaningful impact on your daily life.
Recently, our industry regulator, Ofwat, introduced a new 'Consumer Involvement Rule' to ensure all water companies actively involve customers in the choices that affect them. We welcome this as an opportunity to build upon our existing engagement approach, to ensure that customer feedback is transparently factored into the decisions which matter most to you.
Your Voice Matters
This document outlines how we are taking our current customer insight work and embedding it even deeper into our business. It also sets out our priorities for customer engagement for the next 12 months and how we focus our energy where it matters most to you.
Access the Plan
Published: 30th June 2026
Get in Touch
If you have any questions about our forward plan or want to learn more about our customer engagement, please contact us here.(opens in a new tab)