Ofwat sets out collaborative customer research plan for PR24

Ofwat has provided an overview of how it plans to approach customer research for PR24.

Collaborative research involving CCW and the sector will be used to cover common performance commitments (PCs), outcome delivery incentive rates, and acceptability and affordability testing.

Companies will remain responsible individually for ascertaining customer views on long-term goals (over and above any statutory requirements), and the best way to achieve these, taking account of affordability constraints. Ofwat said local customer research should also be used to justify bespoke PCs relating to local circumstances.

Elsewhere in the paper, Ofwat shared its planned timing for the collaborative research, the proposed governance arrangements and how the work will be delivered. It concluded that the method should differ for each piece of work, as summarised in table below.

Source: Ofwat