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Customer View: representing our customers

Independent monitoring of our performance in 2015-20 

Because we firmly believe that our customers are the most important part of our business, an independent challenge group called Customer View has been set up to monitor our performance during the period 2015-2020.

The group has an independent chairman and deputy chairman and comprises local customer representatives, along with industry regulators. A full list of participating organisations and customers is shown below. We, as Bournemouth Water, have no involvement with this group other than to provide them with the information they ask for.

The full purpose and function of the group can be found in the Terms of Reference

Customer View meets at least four times a year to review our performance against the targets agreed with Ofwat for the period, the way we engage with our customers, and to make recommendations as they see fit.

Please find below the Customer View's annual reports: 

Richard Lacey, Independent Chair 
Ed Vidler, Independent Deputy Chair 

Customer representatives:
Bournemouth University 
Two local businessmen
One local householder
Two Citizens Advice Bureau delegates 
Two Consumer Council for Water delegates

Industry regulators:
Environment Agency 
Natural England 

Performance against targets

If you wish to know more about how we are performing please see our summary performance report.

If you wish to know more about Customer View or would like the group to ask a specific question on your behalf about Bournemouth Water’s performance, please direct your enquiries in the first instance to Richard Lacey, Independent Chair.

Meeting Minutes


Meeting 12 December 2019

Meeting 28 May 2019


Meeting 13 December 2018

Meeting 31 May 2018 

Meeting 8 February 2018

Meeting 18 January 2018


Meeting 18 October 2017

Meeting 19 July 2017

Meeting 19 April 2017

Meeting 18 January 2017


Meeting 5 October 2016

Meeting 7 July 2016

Meeting 28 April 2016

Meeting 28 January 2016


Meeting 15 October 2015

Meeting 4 June 2015


Customer View Group Challenge Diary




Press Office

Journalists can contact the Press Office on 01392 443020 or via email


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