We have carried out extensive research to understand what priorities our customers and stakeholders think we should focus on over the next 25 years.
To inform our plan, we have carried out one of our most comprehensive pieces of public consultation to date.
We have sought the views of domestic and business customers, as well as other stakeholders, on what they think our long-term investment priorities should be over the next 25 years. We also asked them what kind of service they want to receive from us in 2035.
The various different groups we spoke to included MPs, local councils, consumer and environmental groups. They often had diverse needs, different views on what we should focus our investment on and how much they were prepared to pay for the service and improvements we provide.
In producing our plan we have attempted to strike the right balance between these competing needs and our own aspirations, which we believe is essential if the people of Yorkshire are to continue to receive industry-leading levels of operational and customer service and environmental improvements at a price they can afford.
Summary of customers’ and stakeholders’ views:
In general, our customers – both domestic and business – indicated a high level of satisfaction with the current quality of our core products and services, such that a sizeable proportion could not suggest any areas for improvement.
Looking forward, our customers continue to place great value and importance upon our core products and services, but also see new priorities coming to the fore, especially those relating to ‘green’ issues and the changing climate. Additionally, new technologies and innovation are seen as important factors in improving our core service offering. Customers do not, however, show a strong propensity to pay for improvements, whether to service or to the environment, and are generally looking for price reductions through efficiencies and savings or for price increases to be in line with inflation.
Our other key stakeholders largely share customers’ views about our core products and services, and about the new priorities which are developing. In a key difference to our customers, however, they do indicate a propensity to pay for improvements to both service and to the environment.
Finally but importantly, both customers and stakeholders have a clear desire for their water company to operate in an ethical and responsible manner.
 
Approximately one in three children said we should also ensure that we operated in a sustainable way by ensuring that there would always be plenty of water for future generations to enjoy.
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We asked our customers, stakeholders and children (our customers of tomorrow) what our top priorities should be for the next 25 years and here’s what they said:
Customers’ priorities
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