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Rather than defining the agenda ourselves, we asked customers and stakeholders to tell us what they wanted to talk about, and how they wanted to engage with us. As a result, we have a plan, shaped by you, that puts our customers and communities first.

Our engagement in numbers

  • 189,000

    The number of voices that have been heard and shaped our plan

  • 79%

    The number of customers engaged for the first time

  • 6,400

    The number of vulnerable customers engaging through our core engagement

  • 1st

    Energy company to establish a Citizens Jury

  • 4 million +

    The number of opportunities to see and engage on social media

  • 36

    The number of different engagement mechanisms, from online surveys to one to one interviews

  • 380 +

    The number of organisations engaged

  • 92%

    Of our customers find our plan acceptable

Our independent Customer Engagement Group

While our plan has been co-created with customers, our independent Customer Engagement Group (CEG) has provided scrutiny, challenge and advice throughout. With membership drawn from across the stakeholder community, the CEG helped us refine the consultation process, scrutinised and challenged successive drafts of our business plan, and observed the consultation process in action.

Read the CEG report

Many different people have an interest in our plan, so we’ve written it with everybody in mind. Read our customer business plan for 2021 – 2026, our one page summary document and our longer stakeholder summary.

  • Customer plan 2021-26

    This is a short summary of our customer business plan.

  • One page summary

    This is our plan on a page.

  • Stakeholder Summary

    This is where you can deep dive into what our stakeholders told us.

Delivering for our customers

Download our complete plan