• by Karma Loveday

Thames engages with a million customers for PR19 business plan research


Ahead of the release of its PR19 business plan next week, Thames Water has said it has engaged with a record-breaking one million customers in shaping its price, service and investment plan for 2020-25. That is one in every 15 of its customers.

The company asked for feedback through surveys, text messages, online and face-to-face engagement with customers, including high usage and small businesses, developers, customers in vulnerable circumstances, different age groups, low income and those from various faith groups

It also said it had used innovative techniques including a ‘shape your water future’ tool which gave a range of options for trade-offs between service and price; analysis around ties between water services and happiness; and futurology which anticipates a changing society and the impact on water requirements.

The company reported its customers’ priorities as:

• delivering a personal, proactive customer experience: pre-empting their needs, treating people on an individual basis and causing minimum disruption when things go wrong; • a safe and dependable water service: provide a high quality, reliable water service, fix leaks and help customers with their own leaks; • a safe and dependable wastewater service: reducing the number of sewer flooding incidents and helping individuals with their blocked pipes; • be resilient: prepare for the future by helping customers use less water, ensure enough clean water can be supplied and guarantee wastewater systems can cope better; • be a responsible business: help customers in vulnerable circumstances, make charges affordable for others and keep the bills stable. Use renewable energy, contribute to the local community and be transparent;


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