The Customer Forum: putting customers at the centre of regulating water services

Sarah Hendry (Lead / Corresponding author)

    Research output: Contribution to journalArticlepeer-review

    7 Citations (Scopus)
    343 Downloads (Pure)


    This article will explore recent initiatives in customer engagement in water services in Scotland, UK. Scotland has a well-established and successful model for water services regulation and governance, with a public supplier performing as efficiently as the top quartile of private English companies. One recent innovation has been a form of negotiated settlement between the provider and a group representing customers, as part of the price setting process. The paper will assess the initial intention and the subsequent evolution of this initiative, arguing that such developments can work well, when conditions are right. Enabling conditions may include a surrounding regulatory structure that is sufficiently mature and performing sufficiently well. It will offer some reflections on the process and on the role of such a body in the future, and will also posit that there are features of public sector providers that may make these more, rather than less, conducive to efficient and effective service delivery in the customer interest.
    Original languageEnglish
    Pages (from-to)948-963
    Number of pages16
    JournalWater Policy : Official Journal of the World Water Council
    Issue number4
    Early online date23 Feb 2016
    Publication statusPublished - 1 Aug 2016


    • Water services regulation
    • economic regulation
    • customer engagement
    • price setting
    • public sector efficiency
    • negotiated settlements


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