Over the last few years, we’ve gathered insight from over one million customers on a broad basis to understand their overall priorities for water and wastewater services. We then went through further consultation stages before asking for customer feedback on specific areas of the plan. We used a variety of channels for our customer engagement, including roadshows, a digital campaign across our social channels as well as a local forum and leaflets.
If you have any queries, would like further information or want to see any more of our PR19 documents, please email our strategic business team.
Every five years, we as a business go through a process called the price review, during which we formulate our plans for the next five years and a limit is set for customer bills during that period, approved by our regulator Ofwat.