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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.

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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

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.
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.

To provide robust, external, and independent scrutiny on our performance, priorities, and long-term planning from the perspective of customers. Watch the latest committee meeting.

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

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