In 2019, Ofwat, the water regulator, will set the prices that water companies can charge their customers between 2020 and 2025.

As part of this process each company will be required to put together a Business Plan setting out the outcomes it plans to achieve in the long term and the investment that will be needed to deliver them.

These outcomes relate to the work that is necessary to:

  • Provide a safe, clean supply of water, including managing water resources and treating the water;
  • Provide effective sewerage services, including pumping and treating sewage;
  • Control leaks;
  • Install meters;
  • Maintain pipes and sewers; and
  • Maintain and improve environmental standards.

Water companies must decide on what investment is needed within the five-year period of 2020 – 2025 to progress towards their outcomes and they must base their decisions on customers’ priorities.

Companies will be required to carry out a program of customer engagement including research, consultation and working with local Consumer Challenge Groups to find out what their customers want in terms of investment and service.