Consumer involvement rule
At Thames Water, whether we're investing in new infrastructure, improving customer services, responding to incidents or planning for the future, we know those decisions can have a real impact on customers and communities.
That's why understanding what matters most to the people we serve is so important. Every year we listen to hundreds of thousands of customers, and we gather feedback every day, using what we learn to make changes and improvements to our services.
The Consumer Involvement Rule was recently introduced by Ofwat, the regulator for water companies in England and Wales. Put simply, it's designed to make sure water companies involve customers in decisions that could have a probable material impact on them.
Listening to customers is already part of how we work, and the Consumer Involvement Rule gives us an opportunity to strengthen that further.
Forward Plan
Our Forward Plan sets out how we will meet Ofwat’s Consumer Involvement Rule. Our goal is simple: to make sure customers are part of the material choices we make, now and in the future.
The plan explains what we already do and what we will do next to strengthen our approach over the next year. It has been shaped by what our customers have told us, supported by research, and checked by independent experts.