Forward-looking Plan

Customer involvement in decision making

We are a purpose-driven organisation that puts customers at the heart of everything that we do.

In November 2025, Ofwat introduced the Consumer Involvement Rule. Ofwat state companies must have in place appropriate arrangements to involve consumers (customers) in decisions that are likely to have a material impact on consumer matters.

We welcome the Consumer Involvement Rule as it provides us with an opportunity to demonstrate the great ways we already involve our customers in decision-making. It also provides us with the opportunity to formally review what we do and how we do it, to make sure we continue to put our customers at the heart of everything that we do.

Ofwat requires companies to publish a Forward-looking Plan setting out how they will comply with the Consumer Involvement Rule. In the first year of the Rule (2026) companies are expected to outline how they will gather customer insight, embed it in decision making and learn from customer experience. In future years, companies will also be expected to report on what they actually did and what impact it had.

This is our first Forward-looking Plan which outlines how we will comply with the core requirement and components and outlines our plans for consumer (customer) involvement in 2026-27.

We will report on our delivery of the Forward-looking Plan in 2027, alongside our plans for the future.