NEA response to Ofwat consultation: PR24 and beyond – Reflecting customer preferences in future price reviews

NEA welcome this consultation on the role of customer engagement in future price reviews within the water industry. We have concerns regarding the significant regional differences in customer views and how they are applied to many areas of delivery, particularly in regard to customer willingness-to-pay research which results in a ‘postcode lottery’ for affordability support.

We welcome Ofwat’s consideration of introducing collaborative nationwide research on common areas of business planning.