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Our consultation process

We are approaching our consultation in five separate stages:

Stage 1 (Jan 2010-Dec 2011) – to identify the priorities for investment, according to our stakeholders.

Stage 2 (Jan 2012-Aug 2012) – to identify specific levels of service achievable for each priority area, and understand customers’ ‘willingness to pay’ for improved performance.

Stage 3 (Sept 2012-July 2013) – to present stakeholders with different options for network investment, clearly detailing the improvements each would deliver and the actual costs. Stakeholder feedback was then used to influence and then refine the proposals in our Business Plan.

Stage 4 (July 2013-Dec 2014) – to communicate how stakeholder feedback has been incorporated in our Plan, highlight any significant changes from our draft proposals and ask stakeholders to identify the measures they would like us to use to monitor our delivery.

Stage 5 (Dec 2014-Mar 2023) – to provide updates on our performance against key output measures and to identify areas of emerging stakeholder interest.

Our strategy

Customers pay for everything we do, so they have a right to expect the highest possible standard of service and to have confidence that we are delivering value for your money.

We’re already planning what the network will look like in the future, through to 2023 and beyond. Inevitably as equipment ages, new technologies are developed and future challenges emerge such as climate change, carefully planned investment is required to maintain our high standards.

We will put together detailed business plans that explain where we will invest to make sure we’re keeping the lights on by maintaining, upgrading and modernising the electricity network.

It’s therefore really important that we’re regularly talking to our customers and asking them what they think our priorities should be for the future. We are seeking views on six key performance categories:

  • Reliability and availability of our network
  • Customer satisfaction
  • Safety
  • Environment
  • Connections
  • Social obligations.

Who are our stakeholders?

Our stakeholders could be any of the 7.8 million people who rely on WPD for power to their homes and businesses, or any other individuals or organisations affected by WPD’s activities. We work hard to engage with stakeholders on a regular basis to make sure that we understand the different needs of different customers.

We regularly consult with people from a wide range of organisations and representative bodies including local authorities, parish councils, vulnerable customer groups, developers, domestic and small business customers, environmental groups and major energy users.

Our engagement methods

Some of the different methods we use to consult with our stakeholders include:

  • Telephone interviews and market research
  • Workshops
  • Newsletters and media campaigns
  • Customer panels and surgeries
  • Meetings and workshops to discuss specific topics
  • Website
  • Regional forums and bilateral meetings
  • Meetings with local residents and businesses

How we use stakeholder feedback

Regularly talking to stakeholders is only worthwhile if we use their feedback to shape our plans for the future and to change the way we do things. To demonstrate this, we publish all the materials used in our stakeholder workshops, a full report detailing what our stakeholders told us, and WPD’s response, explaining how we’re going to use the feedback to make changes. Click here for previous stakeholder reports and submissions.