Consumers in Decision Making consultation on our forward plan for 2026-27

The Involving Consumers in Decision Making rule

We want customers to have a stronger voice in the decisions we make.

This plan explains how we’ll involve customers in decisions that could make a real difference to them. This could include decisions about bills, support, water services, complaints, smart meters or the local environment.

From 1 April 2026, water companies must involve customers in decisions that are likely to have a significant impact on them. This is part of a new Ofwat rule called Involving Consumers in Decision Making.

We welcome this change. We already listen to customers in many ways, but this plan shows how we’ll build on that work and make customer views easier to see in our decisions. Before we publish the final plan, we’d like to hear what you think. Your feedback will help us make sure our approach is clear, useful and focused on the things that matter most to customers.

Below we have summarised our forward plan for 2026-27 which explains how we plan to meet the new expectations, as well as more detail on our planned research topics in 2026-27.

This consultation

Ofwat has announced that companies are required to publish a forward plan for 2026/20/27 (the period from now to 31st March 2027) to demonstrate that they are complying with the new Rule. This must be published on companies’ websites by 30th June 2026.

This document summarises our forward plan for 2026/2027. It has been designed to give you a high-level summary of our plan and set out how we are planning to respond to each of the rule’s three requirements. Where possible we have planned to go above and beyond what Ofwat is asking for.

Before we finalise this plan and publish it on our website ahead of the deadline, we are asking for feedback from our customers and stakeholders. The consultation will run for two weeks from 29 May 2026.

If you would like to read a little more about the Ofwat requirement or see more detail on our approach, the information can be found here: Ofwat Involving Consumers in Company Decision Making Rule .

We have summarised our approach in this customer brochure.

Please leave your feedback here: Share your feedback.

Your comments will be sent to the research team.  We cannot reply to any individual issues here; if you have an issue with your account or your water supply, please contact our customer service team (details here)





Share your feedback

The Involving Consumers in Decision Making rule

We want customers to have a stronger voice in the decisions we make.

This plan explains how we’ll involve customers in decisions that could make a real difference to them. This could include decisions about bills, support, water services, complaints, smart meters or the local environment.

From 1 April 2026, water companies must involve customers in decisions that are likely to have a significant impact on them. This is part of a new Ofwat rule called Involving Consumers in Decision Making.

We welcome this change. We already listen to customers in many ways, but this plan shows how we’ll build on that work and make customer views easier to see in our decisions. Before we publish the final plan, we’d like to hear what you think. Your feedback will help us make sure our approach is clear, useful and focused on the things that matter most to customers.

Below we have summarised our forward plan for 2026-27 which explains how we plan to meet the new expectations, as well as more detail on our planned research topics in 2026-27.

This consultation

Ofwat has announced that companies are required to publish a forward plan for 2026/20/27 (the period from now to 31st March 2027) to demonstrate that they are complying with the new Rule. This must be published on companies’ websites by 30th June 2026.

This document summarises our forward plan for 2026/2027. It has been designed to give you a high-level summary of our plan and set out how we are planning to respond to each of the rule’s three requirements. Where possible we have planned to go above and beyond what Ofwat is asking for.

Before we finalise this plan and publish it on our website ahead of the deadline, we are asking for feedback from our customers and stakeholders. The consultation will run for two weeks from 29 May 2026.

If you would like to read a little more about the Ofwat requirement or see more detail on our approach, the information can be found here: Ofwat Involving Consumers in Company Decision Making Rule .

We have summarised our approach in this customer brochure.

Please leave your feedback here: Share your feedback.

Your comments will be sent to the research team.  We cannot reply to any individual issues here; if you have an issue with your account or your water supply, please contact our customer service team (details here)





Share your feedback

Page last updated: 03 Jun 2026, 01:03 PM