The Consumer Council for Water has launched a draft strategy document which sets out the strategic plans for what they want to achieve in 2023–24. The draft ‘Forward Work Programme’ consultation is open for comment.

The organisation wants to hear thoughts on what they will deliver, these include:

People and the environment

Increase awareness of the value of water and how people’s behaviour affects the water environment to 70% by 2030 through a series of initiatives.

If we have a dry winter, we will launch a campaign to help people, businesses, and communities reduce their water use in order to ease pressure on water resources in 2023.

Affordability and vulnerability

We will work to deliver 80% of the recommendations set out in our independent review of water affordability by 2025, with the ultimate aim of eliminating water poverty through our campaign work by 2030.

A sector that works for people

Overall satisfaction about the water sector to increase by more than 10% by 2025 through working with the sector on the customer complaints journey, clear messaging and our campaign to review the Guaranteed Standards Scheme (GSS).

Business customers

Following our review of the market, we will campaign for change in key areas. We want to see the number of complaints reduced by 10% by March 2024 and satisfaction with retail services exceed 85% by 2027.

Price Review

Deliver on our Price Review objectives by working with Ofwat and the sector to ensure that the customer voice is clearly heard during the price-setting process.

Further information can be found here. The full draft strategy document can be read in English here and in Welsh here.