Involving customers in our decision-making

At Bristol Water, we believe the people and communities we serve should play a meaningful role in the decisions that affect them. Our Forward Plan for 2026/27 sets out the changes we are putting in place to ensure customers are at the heart of decision-making—listening to what matters most, involving people directly in key choices, and showing clearly how those views influence the outcomes we deliver – as well as the key decisions we are making this year that we will want your input on.

We’re building on strong foundations by combining research, public forums, and independent challenge to create a more open and transparent approach. From bills and service performance to investment priorities and environmental outcomes, we will bring customer insight into decisions earlier, test options together, and ensure the impact on different communities is fully understood.

By strengthening how we understand customer views, deepening involvement in decisions, and clearly evidencing the difference this makes, we are making customer voice a core part of how we operate. The result is better, fairer decisions that reflect real experiences, build trust, and support the long-term needs of people, communities, and the environment.