Our strategies and plans

PR24 customer research and engagement resource library

Below are detailed all of the independent research reports and supporting materials, which provide robust evidence of our high-quality customer and wider stakeholder research and engagement programme. These studies have informed the development of the following plans:

The resource library is split into subject areas where we have engaged with our customers and wider stakeholder.

PR24 Customer priorities research

Customer priorities tracker: A comprehensive desk research review of priorities research from Price Review 2019 (PR19) up to 2020 to provide recommendations for how we should approach priorities research at Price Review 2024 (PR24) – published September 2020
Customer priorities tracker: First wave of qualitative research to identify the key attributes to track in the quant study  - published October 2020
Customer priorities tracker: Year 1 of the priorities tracker: First wave of quantitative research to track customer priorities – published March 2021
Customer priorities tracker: Year 2 of the tracker: Second wave of quantitative research to identify the key attributes to track in the quant study – published April 2022
Customer priorities tracker: Year 3 of the tracker: second wave of qualitative research to assess shifts and drivers of these in terms of customer priorities – published May 2022
Customer priorities tracker: Year 3 of the tracker: third wave of quantitative research to identify the key attributes to track in the quant study – published May 2023

PR24 Customer valuations research

PR24 Willingness to Pay (WTP) Research: findings from the qualitative stage of our WTP study to inform the quantitative survey – published August 2022
PR24 Willingness to Pay (WTP) Research: final report of our PR24 WTP research – published December 2022
PR24 Willingness to Pay (WTP) Research: academic Peer reviewer feedback on the final WTP report – published December 2022
Collaborative ODI Research: final report covering the final survey valuations from the national study – published June 2023 
Collaborative ODI Research: additional analysis undertaken on our customer valuation data from the national study – published May 2023

PR24 Acceptability and affordability research

Company specific adjustment (CSA) research: findings from our study consulting customers on their willingness to pay for a CSA premium - published June 2023 
Company specific adjustment (CSA) research: - supporting materials such as discussion guides, stimulus materials and surveys - published June 2023 
Young Innovators’ Panel: engaging future customers to develop an education workshop for Key Stage 3 students and testing our PR24 business plan – published September 2023
Young Innovators’ Panel: supporting materials used on Day 1 – published September 2023
Young Innovators’ Panel: supporting materials used on Day 2 – published September 2023
Social Tariff Research: findings from our study on the contribution customers and willing to pay to find our Assure social tariff and to understand if customers support the introduction of a new affordability tariff - published September 2023 
Social Tariff Research: methodology statement supporting materials used to engage customers - published September 2023 
Affordability and acceptability research (PR24): findings from our qualitative research with customers on our proposed and must do plans – published June 2023
Affordability and acceptability research (PR24): supporting materials used to engage customers - published September 2023 
Affordability and acceptability research (PR24): findings from our quantitative research with customers on our proposed plan – published June 2023

Long-Term Delivery Strategy (LTDS) research

LTDS research: full report covering our research into customer preferences for our long-term plan to 2050 
LTDS triangulation: technical report explaining how our decision making framework to triangulate customer preference insights to inform decision making in our LTDS – published - September 2023 (Appendix – SSC33)
LTDS triangulation: workbook template of our decision making framework LTDS – published September 2023
Net Zero, Citizens’ Jury: full report covering findings to inform our strategy to deliver carbon net zero – published June 2023

PR24 insight triangulation approach

PR24 technical triangulation report, phase 1: report outlining the methodology for developing a best practice triangulation framework – published January 2023 (Appendix - SSC08)
PR24 technical triangulation report, phase 2: report which outlines how we established a set of WTP values suitable for use in our Copperleaf investment modelling – published June 2023 (Appendix - SSC09)
PR24 technical triangulation report, phase 2 dataset: supporting workbook to provide an audit trial of all the valuations from various WTP/WTA studies and other sources of insight used in the technical triangulation approach - published April 2023
PR24 technical triangulation report: report outlining the application of the Delphi Method to provide objective assessment of valuation research to inform our Copperleaf investment modelling – published June 2023 (Appendix - SSC010)
PR24 thematic reviews: report covering a wide range of thematic reviews undertaken to provide robust evidence of customer and stakeholder preferences which have supported decision in our PR24 plan – published September 2023 (Appendix – SSC11)
PR24 thematic reviews, segment analysis: report covering an analysis of how preferences vary between customer and stakeholder segments – published September 2023 (Appendix – SSC12)
PR24 Demographic profiling: report covering demographic profiling of household and non-household customers across our two supply regions - published September 2023 (Appendix – SSC13)
SSC customer engagement strategy: further details about how we engaged with customers and stakeholders to inform our plans (Appendix - SSC07)

Water resources management plan, WRMP24: local engagement programme

Water resources management planning (WRMP): A comprehensive desk research review of WRMP 2019 up to 2020 to provide recommendations for how we should approach engagement for WRMP 2024 – published March 2021
WRAP Strategic Theme 1 forum: report covering findings on customer preferences for resilience, supply/demand balance, environmental ambition and who should pay for the investments – published August 2021
WRAP Strategic Theme 1: supporting materials for the WRAP Strategic Theme 1 research - published August 2021
WRAP Deep dive Theme 3 forum: report covering findings on customer preferences for universal metering programme and use of water transfers as a future supply side option - published November 2021
WRAP Deep dive Theme 3: supporting materials for the WRAP Deep dive Theme 3 research - published November 2021
WRAP Deep dive Theme 3 groups: report covering findings on preferences for metering technology and tariff options in our South Staffs region and strategic water resource options in our Cambridge region - published February 2022
WRAP Deep dive Theme 3: supporting materials for the WRAP Deep dive Theme 3 focus group research - published February 2022
WRAP WRMP plan acceptability Theme 4: report covering findings on customer responses to the draft WRMP24 plan - published August 2022
WRAP WRMP plan acceptability Theme 4: supporting materials for the WRAP Theme 4 research - published February 2022
WRAP method statements: further details about our Water Resources Advisory Panel
Cambridge Water Stakeholder Roundtable: report on findings from discussions with stakeholders about strategic options – published October 2021
South Staffs Water Stakeholder Roundtable: report on findings from discussions with stakeholders about strategic options – published October 2021
Business roundtable, Cambridge: report covering findings the main barriers and motivators to supporting large water user businesses to save water - published March 2022
WRMP24 Theme 2 MCDA research: report covering findings from quantitative research of customer preferences rankings of supply and demand and metric weightings for MCDA model – published July 2022
WRMP24 Theme 1 and 3 research: report covering findings from quantitative research of customer preferences rankings into service level resilience, environmental ambition, universal metering and leakage ambition – published April 2022
WRMP24 quantitative method statement: report outlining approach and supporting materials used in the Themes 2 and 1 and 3 research studies – published May 2022
WRMP24 Acceptability and affordability research, wave 1: findings from our quantitative research with customers on our draft plan – published September 2022
WRMP24 Acceptability and affordability research, wave 2: findings from our quantitative research with customers on our final plan – published October 2023

Water resources management plan: WRMP24, club projects covering Water Resources East and Water Resources West

WRE strategic WRMP24 research: report covering findings from qualitative research into best value planning and preferences for demand and supply options – published September 2021
Public value SRO research: report covering findings on how much customers are willing to pay for added value investments as part of strategic resource options, such as reservoirs – published November 2022
Change of water source SRO research: report covering findings on customers preferences towards changes to water resources – published June 2022
Garden Water Behaviours study: report covering findings from engaging customers around their water uses in outdoor spaces – published October 2022
NHH demand reduction research: report covering findings on developing and testing proposition to enable more effective demand reduction in the non-household market – August 2022
WRE water resources triangulation: report covering a synthesis of all insights related to WRMPs across Water Resources East water companies – published August 2022
WRW water resources triangulation: report covering a synthesis of all insights related to WRMPs across Water Resources West water companies – published April 2023

PR24 Assurance reports

PR24 Engagement Programme Assurance: report provided by SIA Partners, who have carried out an independent assurance of the quality of our PR24 customer engagement programme – published September (Appendix – SSC14)