The water industry works in five year periods and our business planning reflects that. We’re currently developing our next business plan for 2020-2025 (PR19 - Price Review 19), based on the insight we have collected from nearly a million customers. We published our draft plan on 3 September 2018, the same day we submitted it to our regulator Ofwat. They’ll review it and provide feedback for us to review. We’ll then work to get our plan agreed by summer 2019. Watch the video to find out more.
Our board have been heavily engaged in the development of our business plan, specifically around three key focus areas: customer, innovation, and resilience. Watch the videos below to hear our board members talk more about them.
More about PR19 and additional documentation
PR19 stands for Price Review 2019, it’s the formal name for the process of developing our five-year Business Plan. Every five years, all water companies in England and Wales develop business plans that look at the services they should be delivering to their customers. Ofwat (the water industries economic regulator) reviews those plans and sets the upper limits companies can charge their customers over the next five year period – in this case, 2020 to 2025.
As part of this review, Ofwat also set the amount of money companies can invest over that period, to make sure the business plans are developed to give customers value for money. All water companies in the England and Wales submit their draft plans to Ofwat by 3 September 2018 at the latest.
By 3 September 2018 – Our Draft Business Plan is submitted to Ofwat
3 September 2018 – Our Draft Business Plan is published online
28 September 2018 – We present our Draft Business Plan to Ofwat
End January 2019 – Ofwat provides a complete response to our draft plan
End December 2019 – Ofwat publish final determination of our plan
Please see below for supporting documentation on PR19, including our Customer Challenge Group (CCG) report, Board Assurance Statement, Consolidated Data Tables and Ofwat Business Plan Template.
How we engaged with our customers to build our business plan
Our aim has always been to produce a customer-centric business plan, built by us and driven by our customers, employees and stakeholders.
Over the last few years, we’ve gathered insight from nearly one million customers. We first went out on a broad basis to understand customers’ overall priorities for water and wastewater services, then went through further consultation stages. Lastly, we asked for customer feedback on specific areas of the plan.
We used a variety of channels for our customer engagement, including:
- A dedicated microsite
- Shopping centre events
- A bespoke digital campaign including social media posts and Facebook content
- Local engagement forums (LEFs)
- Billing leaflets
- An interactive customer engagement tool - a finalist in the category of ‘best innovation in customer engagement’ at the National Engage Awards in November 2017.
Watch the video to see how we engaged with customers to gather feedback during our roadshows.
If you have any queries, would like further information or want to see any more of our PR19 documents, please email: firstname.lastname@example.org