This report presents the insights from the second phase of qualitative Acceptability and Affordability Testing research.
This phase tested the business plan with our Water Horizon Forum, who were our customer panel. The members of the Water Horizon Forum were informed customers who had been engaged with over a two year period on various topics.
Participants were shown six Service Enhancements that represent the areas where there will be the most investment and where customers will have a point of view, as well as proposed changes to the social tariff support for financially vulnerable customers. This research explored whether the plan meets their expectations, having been on a two year journey with us.
