Customer engagement plan

Engaging with you

We want to engage with you and have a clear plan

July 2018

First review of new charging arrangements

June 2018

Engagement with customers in live scenarios

May 2018

Engagement with customers in live scenarios

April 2018

New scheme goes live (1 April)

March 2018

Engagement with customers to help them understand our new charges and estimating tool

February 2018

Publication of charges (1 February)

January 2018

Continuous engagement with customers

December 2017

Online consultation - closes 31 December

November 2017


October 2017

Focus on the contents of our new charging arrangements document - what information is relevant to customers? What is the best way to present this? 

Continuous engagement with customers on the estimating tool

September 2017

Updates to our new connections page to set out our strategy and the results of our customer engagement

Social media and email campaign

Market testing of our online/phone estimating tool to ensure it is customer-focused and useful

August 2017

New connections page goes live showing our customer engagement plan

Supportive social media and email campaign

Bilateral meetings with customers to ensure our proposed strategy is co-created and meets customer needs alongside web-based engagement