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:

To listen to our customers

making sure customers have a voice in decision-making

To do the right thing for our customers

by focusing on the things that matter to them

To show where we're improving

showing our customers where we're making changes for them.

To listen to our customers

making sure customers have a voice in decision-making

To do the right thing for our customers

by focusing on the things that matter to them

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 Tuesday 25th November. Watch the latest committee meeting.

Watch our previous committee meetings:

15th August 2025 - 'Holding our CEO to account.'

Independent Climate and Environment Group

To provide specialist and technical challenge and advice on environmental performance and strategies.

Customer panels

The use of informed customer panels to provide more open and inclusive challenge.

External quality assurance and advice

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.

An illustrated outline of two hands shaking

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.

Independent challenge groups

Independent Customer Scrutiny Committee

Watch our previous committee meetings

15th August 2025 - 'Holding our CEO to account.'

Independent Climate and Environment Group

To provide specialist and technical challenge and advice on environmental performance and strategies.

Customer panels

The use of informed customer panels to provide more open and inclusive challenge.

External quality assurance and advice

Technical support on quality of insight so stakeholders and customers can focus on what matters to them.

A child filling up a glass of water from a tap

Customer engagement

Why we engage with customers

To listen to our customers

To do the right thing for our customers

To show where we're improving

To listen to our customers

To do the right thing for our customers

To show where we're improving

Independent challenge groups

Independent Customer Scrutiny Committee

How we engage with customers

Targeted customer research

Data analysis and customer insight

Partnerships inside and outside the industry

Community events and workshops

Downloads

Reports

Annual Report of Southern Water by the Independent Climate and Environment Group 2023-24

Reports

Annual Report of Southern Water by the Independent Climate and Environment Group 2022–23

Consultations

Southern Water's Response to Ofwat’s Executive Pay Consultation

Consultations

Southern Water Consultation Response on Continuous Water Quality Monitoring

Fact Sheets

Working together to create sustainable communities

Fact Sheets

Factsheet Six – Water Recycling Explained

Fact Sheets

Doing the right thing: Our commitment to transparency

Consultations

Southern Water Response To Licence Modification And Guidance

Fact Sheets

Who owns Southern Water and how is it funded?

Fact Sheets

Since privatisation, steady investment from water companies has improved water quality in the UK

Fact Sheets

Factsheet One – Improving Water Quality Across the South East

Stakeholder engagement

Getting involved

Our policies

Independent challenge groups

Independent Customer Scrutiny Committee