To listen to our customers
making sure customers have a voice in decision-making
Customer engagement
Customer insight is something we do 365 days a year. This allows us to listen to and engage with all our customers, giving them a voice and helping us to improve our services.
Why we engage with customers
We define our customers as anyone who benefits from or has a role to play in the services we provide. This includes bill-paying households and businesses, future customers, stakeholders and our local communities. When it comes to customer insight, we have three main objectives:
1
2
To do the right thing for our customers
by focusing on the things that matter to them
3
To show where we're improving
showing our customers where we're making changes for them.
1
To listen to our customers
making sure customers have a voice in decision-making
2
To do the right thing for our customers
by focusing on the things that matter to them
3
To show where we're improving
showing our customers where we're making changes for them.
Independent challenge groups
Independent challenge groups are vital to how we work — they unlock fresh thinking, empower people to lead change, and drive the kind of innovation that keeps us moving forward. We have four independent groups who play to their own strengths and use their expertise to deliver action.
Independent Customer Scrutiny Committee
To provide robust, external, and independent scrutiny on our performance, priorities, and long-term planning from the perspective of customers. The most recent meeting was on Monday 12th January. Watch the latest committee meeting.
Watch our previous committee meetings:
25th November 2025 - 'Customer Service'
15th August 2025 - 'Holding our CEO to account.'
To provide specialist and technical challenge and advice on environmental performance and strategies.
The use of informed customer panels to provide more open and inclusive challenge.
Technical support on quality of insight so stakeholders and customers can focus on what matters to them.
How we engage with customers
Targeted customer research
Research into key issues and plans provides us with fresh, representative and robust views. To ensure high-quality insight, all our research partners are Market Research Society accredited and independent.
Data analysis and customer insight
Data analysis brings ‘in the moment’ data and insight from customers, for example, through social media analysis and complaints.
Partnerships inside and outside the industry
Joint projects with other water companies, the industry or external providers allow us to gain a shared understanding of best practice.
Community events and workshops
We also capture 'in the moment' feedback, such as through stakeholder workshops, community events and public meetings.
Downloads
Reports
Annual Report of Southern Water by the Independent Climate and Environment Group 2023-24
Download
Reports
Annual Report of Southern Water by the Independent Climate and Environment Group 2022–23
Download
Consultations
Southern Water's Response to Ofwat’s Executive Pay Consultation
Download
Consultations
Southern Water Consultation Response on Continuous Water Quality Monitoring
Download
Fact Sheets
Working together to create sustainable communities
Download
Fact Sheets
Factsheet Six – Water Recycling Explained
Download
Fact Sheets
Doing the right thing: Our commitment to transparency
Download
Consultations
Southern Water Response To Licence Modification And Guidance
Download
Fact Sheets
Who owns Southern Water and how is it funded?
Download
Fact Sheets
Since privatisation, steady investment from water companies has improved water quality in the UK
Download
Fact Sheets
Factsheet One – Improving Water Quality Across the South East
Download
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