Independent assurance on our plan
The independent Customer Engagement Forum has been working since 2011 advising us as we engaged with customers and developed our plan for 2015 to 2020 and beyond.
It’s independently chaired by Bernard Crump with members from a wide range of backgrounds to represent the interests of household and business customers, communities, the environment and the economy. Meet the members of the Customer Engagement Forum here.
This is the first time that a group like this has been set up and it has played a key role in providing independent input and challenge and sharing insights from the expertise of its diverse membership.
Throughout, the forum has been working towards a very important goal; providing assurance to Ofwat, the economic regulator that approves water company business plans, about how well we have engaged with customers and how well our plan reflects customers’ views and priorities.
Now that our plan has been agreed, the independent Customer Engagement Forum’s role will focus on holding us to account for the delivery of our plan. It will report annually on its review of our progress.
Find out more about the forum, its terms of reference, minutes of meetings and reports to Ofwat.
Delivering our plan
To monitor our progress and make sure we’re on track, we’ve set targets for where we think we should be by 2020. These have been developed using customer feedback and agreed with the independent Customer Engagement Forum and Ofwat.
We’ll report back at least once a year on how we’re doing against each of these targets. And we have agreed appropriate incentives and penalties against each with Ofwat and the independent Customer Engagement Forum.
Find out more here.