Your water, your say

As part of our extensive customer insight programme, we have talked to thousands of customers, businesses and stakeholders over a two-year period to help us develop our 2025-30 business plan.

At the heart of our long-term plan are eight outcomes that customers and stakeholders have told us are most important to them.

These are to deliver:

• a safe and reliable water supply
• an effective sewerage system
• affordable bills
• excellent customer experience
• sustainable abstraction
• excellent river and coastal water quality
• net zero carbon emissions
• increased biodiversity.

'Your water, your say' sessions

We held a 'Your water, your say' session in April 2023 for customers and stakeholders to hear how the plan had developed, have their say and ask questions. We used this feedback, together with insight from our extensive customer engagement and discussions with regulators, to finalise our business plan to submit to Ofwat.

At a follow-up session in November 2023, Group Chief Executive Colin Skellett presented a summary of the submitted plan and opened the floor for questions. Insight from this event will help Ofwat in its assessment of our plan. Watch the presentation below.

If you’d like to find out more, the presentation slides and written records for both sessions can be found in the document box below. Colin’s presentation from the April session is also available to watch.

In July 2024 Ofwat held its own Your Water, Your Say session to get customers and other stakeholders’ views on its draft decisions on companies’ business plans.