Our Customer Care Strategy to 2030 – Here for you, support when you need it
In 2025, we launched our Customer Care strategy, setting out our commitment to supporting customers who may need extra help and defining how we will continue to deliver meaningful support through to 2030. Ofwat reviewed our strategy against their ‘Service for All’ guidance and they considered our strategy provided credible plans to meet all requirements.
Our Strategy, reviewed and updated annually, outlines how we will identify, support and advocate for customers in vulnerable circumstances. It sets out:
- Our commitments and targets through to 2030
- The range of financial and non-financial support available to customers who need additional assistance
- Real-life examples highlighting the positive impact of our support services
- Current programmes and future initiatives designed to improve customer outcomes
- Annual updates on our progress against strategic commitments and objectives
Discover how we are working towards our 2030 commitments and making a difference for customers across our communities.
Customer care strategy 2026
Our customer care strategy to 2030
