Research & News

September 2020: The Customer Forum in SRC21

This paper provides a brief overview of the Customer Forum’s contribution to the Strategic Review of Charges 2021-27. It can be found here.

August 2020: Transformation Plan Agreement

This agreement sets out the Customer Forum’s expectations of Scottish Water’s Transformation Plan. These expectations include Scottish Water becoming fully customer-centric, engaging customers and communities in its decision-making processes. With this agreement Scottish Water commits to meeting these expectations as it develops and implements its Transformation Plan. The agreement can be found here.

July 2020: Review of the Research Co-ordinating Group

To help provide a strong base of customer research for SR21 water sector stakeholders formed the Research Co-ordination Group (RCG). It was chaired by Agnes Robson, a member of the Customer Forum. Towards the end of the SR21 process it was agreed to commission an independent review of the RCG to inform future practice. The review report can be found here.

February 2020: Launch of the Scottish Water Strategic Plan

On the 5th February 2020 Scottish Water launched the Strategic Plan. The Customer Forum considers the Strategic Plan has taken proper account of the evidence provided on the views and aspirations of current and future customers. The implementation of the Strategic Plan will transform Scottish Water. For more on the Strategic Plan, see here.

February 2020: Minute of Agreement

Whilst the Customer Forum considers the Strategic Plan has taken proper account of the evidence provided on the views and aspirations of current and future customers some further assurance or points of detail were required from Scottish Water outwith the Strategic Plan. These were formally agreed between Scottish Water and the Forum in a Minute of Agreement on the Strategic Plan. This document is available here.

February 2020: Customer Insights

Over the last two years through research, insight and engagement programmes, Scottish Water, the Customer Forum and other industry stakeholders have sought the views and expectations of more than 25,000 people from across the diverse customer base. To support the Strategic Plan, a joint ‘Customer Insights’ document was produced between Scottish Water and the Customer Forum setting out the key themes from the customer research, insight and engagement programmes. This document is available here.

February 2020: The Customer Forum in the Herald

The Customer commented on the launch of the Strategic Plan and the way ahead for Scottish Water. The article is available online here.

February 2020: Research in SRC21

Over the Strategic Review process, Scottish Water and the Customer Forum co-created activities and co-commissioned research with key partners including the Water Industry Commission for Scotland (WICS), the Scottish Environment Protection Agency (SEPA), Citizens Advice Scotland (CAS) and the Drinking Water Quality Regulator (DWQR), with the aim of sharing knowledge and expertise to ensure as much benefit as possible for customers from the insight. The full set of research reports from all partners are available here.

November 2019: Environment, Climate Change and Land Reform Committee (ECCLR)

The Customer Forum welcomed the opportunity to give oral evidence to the Committee with regard to the Scottish Water Investment Priorities for 2021-27 in November 2019. Both the Chair and Director of the Customer Forum provided evidence at a separate session following a session with Scottish Water, Business Stream and WICS.

The formal submission prior to the evidence session is available here (Annex A, Page 32)

The transcript from the session is available here

September 2019: Future Strategy Research

The Customer Forum commissioned IPSOS Mori to complete deliberative research to understand customers’ views on Scottish Water’s future strategy if they understood the potential consequences or benefits of different approaches and their associated impacts on charges for water supply and wastewater services. The report is available here.

May 2019: Wider Environment Research

Scottish Water and the Customer Forum commissioned research to understand customers’ attitudes, expectations and prioritisation of Scottish Water’s approach to their environmental responsibilities – with regard to climate change, our natural environment, and customer water and waste water behaviours. The report is available here.

May 2019: Legacy Research

Scottish Water and the Customer Forum commissioned research to understand what legacy means to customers, how different generations in Scotland plan for legacy, what the current service expectations are for the Scottish water industry and how domestic and business customers would like to prioritise future investment. The report is available here.

April 2019: Pride in Scottish Water

The Customer Forum commissioned YouGov research to understand customers’ attitude to tap water and Scottish Water across a range of issues. The report is available here.

December 2018: Update on household circumstances in Scotland

The Customer Forum commissioned Danny Phillips Associates to provide an update on household circumstances in Scotland.

(See previous report Nov 2017 here).

A copy of the updated report can be found here.

November 2018: Economic trends report and the implications they have for Scottish households

The Customer Forum commissioned John McLaren to provide an update on economic trends and the implications they have for Scottish households.

A copy of the report can be found here.

July 2018: Provisional Customer Objectives for SR21

The Customer Forum sets out its Provisional Customer Objectives for SR21.

September 2017: Economic trends report and the implications they have for Scottish households

John McLaren had previously been commissioned in 2013 by the previous Customer Forum to look at economic trends and the implications they have for Scottish households.  This report provides an update on what has happened since 2013 and the prospects for the future.