About the Customer Challenge Group (CCG)

Last reviewed:

Find out who we are, why we exist, and what our objectives are.

Our mission

To represent the needs and interests of current and future customers in ensuring Thames Water both develops and delivers an affordable and sustainable business plan, including encouraging the company to consider the impacts on the environment and wider society in a customer context.

Key objectives

To be:

  • Independent
  • Customer focussed
  • Transparent (to customers, stakeholders, Ofwat and the company)
  • Able to offer a balanced view in the light of the external environment eg. customer needs, environment challenges, regulation.

Terms of reference

This document explains why the CCG exists and what it sets out to do.

The CCG has two main roles; to monitor whether Thames Water is meeting its commitments and reporting what progress it finds on an annual basis and also to see whether Thames Water's future plans will deliver what customers need and want.