Ofwat’s Cathryn Ross has set out the regulator’s key themes for PR19. The first is customer service, with Ofwat expecting to see a step change from companies, “no longer an analogue service in a digital age”. The second is resilience, where companies should “anticipate and respond to shocks related to networks, ecosystems and communities”. The third is affordability, where the regulator is looking for genuine value for money and for companies to be as efficient as possible. Finally, companies should focus on innovation, delivering for customers and society in the long-run.

Ofwat will issue a draft methodology statement in July, with a final one in December this year.