Our plan for 2015 to 2020

Over 2012 to 2014, we invited you to Discover, Discuss and help Decide the best possible future for your local water and water recycling services.

In our biggest ever consultation, we heard from over 50,000 customers across Anglian and Hartlepool Water about our services and priorities for the future.

We’d like to thank everyone who helped shape our thinking and create a plan we are confident delivers the priorities you have told us are important for customers, the environment and the economy.

Over 2015 to 2020, we’ll spend almost £2 billion across the Anglian and Hartlepool Water region to deliver water services for customers and communities and prepare for future challenges such as security of water supplies.

At the same time, we’ll keep bills affordable. In 2015, we will reduce average bills by £11 before inflation. And bills will stay flat (before inflation) for the four years after that to 2020.

Find out more about our plan

We’ve published a short summary of our plan for 2015 to 2020 to explain what how we developed it and what we will deliver. The journey of our plan section also gives more information how we developed our plan in consultation with our customers including copies of the documents published at every stage.

Independent assurance on our plan

The Independent Customer Engagement Forum has been working since 2011 advising us as we engaged with customers and developed our plan for 2015 to 2020 and beyond.

It’s independently chaired by Bernard Crump with members from a wide range of backgrounds to represent the interests of household and business customers, communities, the environment and the economy. Meet the members of the Customer Engagement Forum here.

This is the first time that a group like this has been set up and it has played a key role in providing independent input and challenge and sharing insights from the expertise of its diverse membership.

Throughout, the forum has been working towards a very important goal; providing assurance to Ofwat, the economic regulator that approves water company business plans, about how well we have engaged with customers and how well our plan reflects customers’ views and priorities.

Now that our plan has been agreed, the independent Customer Engagement Forum’s role will focus on holding us to account for the delivery of our plan. It will report annually on its review of our progress.

Find out more here about the forum, its terms of reference, minutes of meetings and reports to Ofwat.

Delivering our plan

To monitor our progress and make sure we’re on track, we’ve set targets for where we think we should be by 2020. These have been developed using customer feedback and agreed with the independent Customer Engagement Forum and Ofwat.
We’ll report back at least once a year on how we’re doing against each of these targets. And we have agreed appropriate incentives and penalties against each with Ofwat and the independent Customer Engagement Forum.

Find out more here.