Engaging water customers for better business outcomes

The supplier is required to undertake research with customers and consumers of water and sewerage companies in England and Wales to establish: - what holding water companies and their executives to account for the delivery of everyday services means to water customers, how this should be done, by whom, and what customers want from it - how to make this process accessible and engaging for a wide range of people to take part in what they feel is important for their water company to ask about or consult them on, in order to feed into and improve the everyday services (business as usual) they receive and five year water company business plans and how this should be done, including how they should be supported to participate in decision making with companies. - what they feel they are sensibly able to contribute to, to provide meaningful input to inform every day services and planning for future water and sewerage services and bills - identification of alternative approaches to direct customer engagement and out of these, which would be acceptable to customer and how this would fit into business planning - an output of this will be a set of principles and supporting models for holding companies to account and increasing customer engagement and representation in water companies This builds on CCW's published research of May 2020, which looked at how consumers wanted to be engaged around business as usual operations and water company business plans.