Ofwat prioritises improvement in customer experience in draft forward programme


Ofwat’s 2017 milestones laid out in its draft forward programme for 2017-18 included:

publishing regulated water company finance and governance performances to hold then to account;

streamline company licences;

consult and finalise its methodology for setting price controls post 2020;

and complete two-year progress report on Thames Tideway Tunnel.

The regulator has prioritised improving resilience bringing on a “step change” in customer service and “driving” efficiency in a bid to assist the industry to improve the customers’ “experience”.

Other priorities listed in the regulators’ draft forward programme were improving information and transparency, enabling the sector to deliver more for less, securing stakeholders’ support for industry change and ensuring it has the capacity to deliver its strategy.