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Our Customer Challenge Group

Our Customer Challenge Group

Putting customers at the heart of Thames Water's plans and actions

The Thames Water Customer Challenge Group, known as the CCG, exists as an independent body to provide thorough reporting and commentary to all our customers, the public and Ofwat. CCG members have been selected from a cross-section of customers, regulators and other groups who play an important part in the life of our region. Every year, the CCG gives its view on how well we’re meeting its commitments - with a formal report to our regulator, Ofwat, in response to consultations and questions - and comments on our future plans.

Our mission

With the support of the CCG, our mission is to represent the needs and interests of current and future customers in ensuring we develop and deliver an affordable and sustainable business plan, whilst encouraging the company to consider the impacts on the environment and wider society in a customer context.

The CCG's key objectives are to be:

  • Independent.
  • Customer focused.
  • Transparent (to customers, stakeholders, Ofwat and the company)
  • Able to offer a balanced view in the light of the external environment eg. customer needs, environment challenges, regulation.

Reports to Ofwat

Occasionally, the Customer Challenge Group will write formally to Ofwat, responding to consultations and questions that Ofwat has asked, and sometimes the CCG will be addressing a particular issue. At key points in the regulatory cycle, the CCG formally submits a document assessing Thames Water's future plans.

Meeting minutes from the CCG

The Thames Water CCG is keen to publish its minutes, but we recognise that it may be helpful to provide some further context each month which explains what the CCG is looking at and what stage of the price control process it has reached. If you'd like to see minutes from before January 2019, please email the CCG team.