Achieving best value for customers
About Us
Our role and remit
Who's Who
Governance
Commission Minutes
Jobs
Graduate Programme
Freedom of Information
Who we work with
New Suppliers
How the market works
How to become a supplier
Buying wholesale
Central Market Agency
Current suppliers
Customers
Household Customers
Business Customers
Our Work
Price setting
Scottish Water’s performance
Competition
Connection determinations
Future Prices
SRC21
Final Determination 2015-21
Publications
What's new
Price Setting 2021-27
Price Setting 2015-21
Price Setting 2010-15
Price Setting 2006-10
Price Setting 2002-06
Scottish Water's Performance
Competition
Annual reports
Press Releases
Information notes
Governance
Commission Minutes & Papers
Speeches and Presentations
Other Reports
Scottish Water's Annual Return
Business Stream’s Annual Return
Home
>
Publications
>
Price Setting 2015-21
>
Customer Forum
What's new
Price Setting 2021-27
Price Setting 2015-21
Determinations
Ministerial Guidance
Consultations
Customer Forum
Approach
Price Setting 2010-15
Price Setting 2006-10
Price Setting 2002-06
Scottish Water's Performance
Competition
Annual reports
Press Releases
Information notes
Governance
Commission Minutes & Papers
Speeches and Presentations
Other Reports
Scottish Water's Annual Return
Business Stream’s Annual Return
Customer Forum
Customer Forum Legacy Report
Cooperation agreement between the Water Industry Commission, Scottish Water and Consumer Focus
September 2011
Commissioning letter to Peter Peacock, Chairman of Customer Forum
October 2012
Appendix 1: Key areas for consideration
Appendix 2: Key steps
Appendix 3: Overview of process
Customer Forum Note 1
Operating expenditure
Customer Forum Note 2
Levels of service measurement
Customer Forum Note 3
Levels of service performance
Customer Forum Note 4
Improving services in times of constrained borrowing
Customer Forum Note 5
Efficient use of capital investment expenditure
Customer Forum Note 6
Sustainable funding by customers
Customer Forum Note 7
Financial tramlines
Customer Forum Note 8
Initial prospects for prices
Customer Forum Note 9
Assessing Scottish Water’s overall service performance
Customer Forum Note 10
Maintaining base service
Customer Forum Note 11
Measuring levels of service performance
Customer Forum Note 12
Measuring customer satisfaction
Customer Forum Note 13
Mandatory water quality and environmental improvement programme 2015-21
Customer Forum Note 14
Meeting demand from new customers
Customer Forum Note 15
Scottish Water’s draft business plan: Overview of WICS notes for the Customer Forum
Customer Forum Note 16
Scottish Water’s draft business plan: Financial assumptions
Customer Forum Note 17
Scottish Water’s draft business plan: Financial strength and closing cash
Customer Forum Note 18
Scottish Water’s draft business plan: Base expenditure
Customer Forum Note 19
Scottish Water’s draft business plan: Levels of Service
Customer Forum Note 20
Scottish Water’s draft business plan: Additional priorities for customers
Customer Forum Note 21
Scottish Water’s draft business plan: Enhancement expenditure
Customer Forum Note 22
Scottish Water’s draft business plan: Growth