Future consumer representation models

More customer engagement took place at PR19 than any previous price review, and Customer Challenge Groups (CCGs) played a vital part in ensuring the customer voice is heard throughout the process.

But have they had the impact they were intended to? And is there a better way of putting customers at the front and centre of PR24? Using lessons learned from PR19, CCW has considered these questions – and proposed several solutions – in our latest PR24 Challenge Paper.

In this document, we consider the success of the CCG model and explore alternative ways of ensuring local consumer representation. In summary, we feel strongly that any future model must deliver for customers, while producing outputs and achieving outcomes that are valued by both water companies and Ofwat.