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We provide essential services to our customers and operate within a strict regulatory environment.

Ofwat regulates prices and levels of customer service, the Environment Agency (EA) covers environmental protection and the Drinking Water Inspectorate (DWI) monitors drinking water quality. Customers’ interests are represented by our customer challenge groups (the Water Forums) and the Consumer Council for Water (CCWater).


It is very important that we understand the needs of our stakeholders to help us provide a great service and deliver the outcomes our customers want. We engage proactively with all of our stakeholders and, in our continuing efforts to provide an unrivalled customer experience, invite our customers to participate in and co-create our strategies and approaches.


We have developed relationships and partnerships with many other organisations which affect, or are, affected by, our operations. These include Natural England, the National Trust and the Wildlife Trusts as well as many other environmental and community based organisations.