We want you to shape our services
This has always been at the core of our plans, but we know we need to do more to increase customer confidence in our water and waste services, our people and the way these are paid for through bills.
This starts with understanding our customers.
Find our more about how our research programme supports our consumer involvement in decision-making plans here.
The phases of research
Our research is structured into four phases that helps us structure our ongoing conversations with all our customers, and ensures your input can be included in the planning process at the right time.
The phases include specific business planning research, as well as business-as-usual activities, that means you can continue to have your say.
Establishing priorities
To understand what matters most to customers and communities, right now.
Understanding environmental and social values
To establish customers' willingness to pay, and appetite for bill rises.
Understanding the balance and trade-offs
To understand the sequence of investment that delivers best value and low regrets.
Ensuring customer affordability and protections
To understand the outcomes and affordability support needed to protect customers