Customer Challenge Group
Welcome to the Hafren Dyfrdwy Customer Challenge Group (CCG).
I am delighted to be the Independent Chair of the Hafren Dyfrdwy Customer Challenge Group. Our role is to make sure that your water company puts you, its customer, at the heart of its decision making process. This includes challenging the company on the different ways it interacts with you, on-line or face-to-face by example, and perhaps more importantly how the company takes account of your views when developing its services and deciding on the pace of investment.
As you will see from our membership, we are drawn from a cross section of customers, regulators, statutory organisations and other groups who play an important partin the life of our region.
We have two main areas of activity. Firstly we trackhow the company is delivering the service levels it promised to customers in its most recent business plan, operating from 2015 to 2020. Secondly we challenge the company as it develops the projects and service levels that will form its business plan to run from 2020 to 2025. Not only do we expect the company to speak with its customers on areas that will impact them, we expect the company to look at ways that solutions to some of these issues are actively explored with its customers. We also have a particular interest to ensure the needs of the worst served customers, the vulnerable and those who may have affordability issues are fully considered.
Ultimately we report to the regulator, Ofwat, on how well we think your water company has engaged with you to understand your needs and wants, how well it has listened to those views, and how such views have been reflected in your water company’s proposed business plan. This is taken into account when the regulator assesses the business plan.
We operate in a very transparent manner and the minutes of our meetings, and various other pieces of information, are available online.
We have provided constructive challenge to Hafren Dyfrdwy in the development of the 2020-25 business plan.
We act in customers' best interests by challenging the company to consult their customers about important topics, from affordability to the
environment, and gain their honest views. We then ensure their opinions and key customer issues are fully understood and reflected in the business plan.