Wed 13 October (14.00 – 15.30)
Water: Making the water market more customer focused
Government priorities, Regulatory changes and how to get the most from your Retail Supplier.

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14.00Welcome and Introduction
Karma Loveday, Water Adviser, MEUC
14.05Governance priorities for water and the water market
Customer-centred governance and driving the right behaviours for customers through the Market Performance Framework
Adam Richardson, Market Development Director, MOSL
14.20Regulatory Update
Keeping Business Water Customers informed of regulatory developments.
Shaun Kent, Principal, Performance and Outcomes, Ofwat
14.35Complaints masterclass
Latest complaints data, and what you need to know about elevating a complaint to CCW
Christina Blackwell, Senior Policy Manager, and Adam Boyns, Policy Manager, Consumer Council for Water
14.50Reduce your water costs – sustainably – and lessons from the Covid experience
Proven steps to make worthwhile savings on your water costs, and a review of lessons from the Covid experience and what market changes customers can expect now.
Bill Clarke, Sales, Director, SES Business Water
15.10Open Mic. – questions to the panel
Your opportunity to pose questions, or provide comments