Every five years we publish a plan that sets out how we’ll be improving services for our customers and the environment. This links to our long term plans under our strategic direction.
This plan is based on what customers tell us is most important to them and what regulators require us to do, and our views on how to deliver these two sets of requirements in the best value way possible. We take information from customer surveys and focus groups as part of our ongoing customer engagement programme and include requirement from regulators, such as the Environment Agency, which publishes the water industry national environment programme (WINEP), as well as numerous others such as Defra, the DWI and, more recently, the Department for Levelling Up, Housing and Communities.
In October 2023 we submitted our business plan for 2025-30, known as PR24, to our regulator, Ofwat. The plan proposes levels of investment to maintain and enhance services to both customers and the environment. Ofwat regulate this investment, and the services customers receive, and it also limits the prices we can charge customers. Find out more about Ofwat’s price review process.
Your water, your say
We have talked to thousands of customers, businesses and stakeholders over a two-year period to help us develop our 2025-30 business plan.
At the heart of our long-term plan are eight outcomes that customers and stakeholders have told us are most important to them.
After holding events across our region to help shape our proposals, our 'Your water, your say' session in April 2023 gave customers and stakeholders another chance to hear how the plan had developed, have their say and ask us questions. The presentation is available to watch and the presentation slides and written record of the Q&A are both available below.
We used feedback from the session, in conjunction with insight from our extensive customer engagement programme and discussions with regulators, to finalise our business plan for submission to Ofwat
We also held a follow-up 'Your water, your say' session in November 2023, where Group Chief Executive Colin Skellett presented a summary of the business plan that we have submitted. This was followed by a question-and-answer session covering a wide range of themes.
If you'd like to catch up on what was discussed, you can watch Colin’s presentation below. The presentation slides are also available below.
Before submitting our business plan to Ofwat, a rigorous process takes place to ensure we have taken on board the views of customers and complied with regulatory requirements. The timeline below sets out the key stages of the process.
We started by setting out our future priorities - what we aim to deliver for customers, wider society and the environment. Find out more about our strategic direction.
We've worked with our stakeholders, regulators and customers to create our draftDWMP, which sets out how we aim to deliver resilient drainage and wastewater infrastructure for the next 25 years.
We submitted our plan for the next 25 years, setting out how we will balance water supplies with water demands to ensure adequate supply for our customers, whilst also protecting the environment. Once published, you can find the draft plan on ourWRMP page.
The Environmental Agency lists outputs we need to deliver in a document called the Water Industry National Environment Programme (WINEP). We will submit proposed options in November.
Ofwat considered stakeholders' comments on the draft methodology, and published the final methodology in December 2022.
The Drinking Water Inspectorate oversee the drinking water quality aspects of our plan. We make early submission to the DWI to gain their support for investment we propose to deliver in 2025-2030.
Thank you to everyone who came to the events we held across our region, and our online 'Your water, your say' session. The events gave customers the chance to find out more about our future plans and have their say. We combined these learnings with other feedback from customers and stakeholders to help us finalise our business plan.
Some early submissions to Ofwat were required, for example where we are seeking some company specific targets or adjustments to our costs that are not applicable to all companies.
We went through a further stage of customer research to ensure the final plan was acceptable and affordable to customers.
We submitted our plan to Ofwat.
There is a period of ongoing discussion and review with Ofwat.
The final documentation that outlines our allowed investment is due to be published in December 2024.
Once the plan is agreed, from April 2025 we will then start delivering the improvements out in our 2025-30 business plan.
Business plan documents
Documents will be added here as the business planning process progresses.