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Affordability and Acceptability Testing Research

As a central part of developing our PR24 business plan proposals we have engaged customers on their views around the affordability and acceptability of our plans.

In conducting this research, we have paid due regard to required joint Ofwat and CCW guidance. We have conducted both qualitative and quantitative research across a representative sample of both household and non-household customer groups.

In May of 2023, qualitative research was undertaken followed by statistically robust quantitative research in July/August.

In addition to the prescribed phases of research, we undertook a quantitative pilot phase in April/May 2023. This allowed us to understand early learnings from the quantitative research to shape our plan and share our learnings on the design of the research with Ofwat / CCW and other water companies. In addition to this, we opted to examine two variations of customer bill impacts, which are presented below as Qualitative and Quantitative alternative higher bill scenario.

Customer Summary

Assurance
PR24 AAT Assurance Report.pdf (PDF 0.8 MB opens in a new window)
Qualitative Affordability and Acceptability Testing, May 2023
A) AAT1 Qualitative Report.pdf (PDF 3.1 MB opens in a new window)
B) AAT1 Household Post Task.pdf (PDF 2.7 MB opens in a new window)
C) AAT1 Household Qualitative Business Plan.pdf (PDF 1.1 MB opens in a new window)
D) AAT1 Household Qualitative Discussion Guide.pdf (PDF 0.4 MB opens in a new window)
E) AAT1 Household Qualitative Introduction.pdf (PDF 2.7 MB opens in a new window)
F) AAT1 Household Qualitative Stimulus.pdf (PDF 5.3 MB opens in a new window)
G) AAT1 Non-household Post Task.pdf (PDF 3.0 MB opens in a new window)
H) AAT1 Non-household Qualitative Business Plan.pdf (PDF 1.1 MB opens in a new window)
I) AAT1 Non-household Qualitative Discussion Guide.pdf (PDF 0.4 MB opens in a new window)
J) AAT1 Non-household Qualitative Interviews.pdf (PDF 0.4 MB opens in a new window)
K) AAT1 Non-household Qualitative Introduction.pdf (PDF 3.0 MB opens in a new window)
L) AAT1 Non-household Stimulus.pdf (PDF 5.5 MB opens in a new window)
M) AAT1 Qualitative Business Plan Vulnerable Customers.pdf (PDF 0.4 MB opens in a new window)
N) AAT1 Qualitative Discussion Guide for Full Bill Payers.pdf (PDF 0.4 MB opens in a new window)
O) AAT1 Qualitative Post Task for Full Bill Payers.pdf (PDF 0.2 MB opens in a new window)
P) AAT1 Stimulus Vulnerable Customers.pdf (PDF 3.9 MB opens in a new window)
Q) AAT1 Vulnerable Customers Qualitative Introduction.pdf (PDF 2.7 MB opens in a new window)
R) AAT Qualitative Cog Testing Report.pdf (PDF 0.2 MB opens in a new window)
S) United Utilities Business Plan Research Video.pdf (PDF 0.2 MB opens in a new window)
T) AAT1 Household Vulnerable Discussion Guide.pdf (PDF 0.4 MB opens in a new window)
Quantitative Affordability and Acceptability Testing, August 2023
A) AAT2 Quantitative Report & Supporting Materials.pdf (PDF 8.8 MB opens in a new window)
B) AAT2 Quantitative Weighted Combined Tabs.XLSX (XLSX 2.1 MB opens in a new window)
C) AAT2 Q13 AND Q14 Weighted Tabs.XLSX (XLSX 0.3 MB opens in a new window)
Pilot Quantitative Affordability and Acceptability Testing, April/May 2023
(A) AAT1 Quantitative Fieldwork Report.pdf (PDF 1.5 MB opens in a new window)
(B) AAT1 Email Content.pdf (PDF 0.3 MB opens in a new window)
(C) AAT1 Questionnaire.pdf (PDF 2.9 MB opens in a new window)
(D) AAT1 Weighted Combined Tabs.XLSX (XLSX 1.5 MB opens in a new window)
Qualitative Affordability and Acceptability Testing (Alternative Higher Bill Scenario), September 2023
A) AAT2 Qualitative Report.pdf (PDF 2.7 MB opens in a new window)
B) AAT2 Full Bill Payers Discussion Guide.pdf (PDF 0.4 MB opens in a new window)
C) AAT2 Full Bill Payers Post-task Questionnaire.pdf (PDF 0.2 MB opens in a new window)
D) AAT2 Full Bill Payers Pre-task Questionnaire - Paper Version.pdf (PDF 0.2 MB opens in a new window)
E) AAT2 Household Discussion Guide.pdf (PDF 0.4 MB opens in a new window)
F) AAT2 Household Post-task Questionnaire.pdf (PDF 0.2 MB opens in a new window)
G) AAT2 Household Pre-task Cover Letter.pdf (PDF 0.1 MB opens in a new window)
H) AAT2 Household Pre-task Pack.pdf (PDF 1.9 MB opens in a new window)
I) AAT2 Household Pre-task Questionnaire.pdf (PDF 0.2 MB opens in a new window)
J) AAT2 Household Session Stimulus.pdf (PDF 7.0 MB opens in a new window)
K) AAT2 Household Vulnerable Customers Pre-task Questionnaire - Paper Version.pdf (PDF 0.2 MB opens in a new window)
L) AAT2 Non-household Discussion Guide Depths.pdf (PDF 0.4 MB opens in a new window)
M) AAT2 Non-household Discussion Guide.pdf (PDF 0.4 MB opens in a new window)
N) AAT2 Non-household Post-task Questionnaire.pdf (PDF 0.2 MB opens in a new window)
O) AAT2 Non-household Pre-task Questionnaire.pdf (PDF 0.2 MB opens in a new window)
P) AAT2 Non-household Pre-task.pdf (PDF 1.9 MB opens in a new window)
Q) AAT2 Non-household Session Stimulus.pdf (PDF 7.2 MB opens in a new window)
R) AAT2 Qualitative Business Plan - Vulnerable Customers.pdf (PDF 0.9 MB opens in a new window)
S) AAT2 Qualitative Business Plan.pdf (PDF 1.1 MB opens in a new window)
T) AAT2 Qualitative Proposed Bill Impact Document.pdf (PDF 0.2 MB opens in a new window)
U) AAT2 Household Vulnerable Discussion Guide.pdf (PDF 0.4 MB opens in a new window)
V) AAT2 Vulnerable Customers Post-task Questionnaire.pdf (PDF 0.2 MB opens in a new window)
W) AAT2 Vulnerable Customers Session Stimulus.pdf (PDF 7.1 MB opens in a new window)
X) AAT Qualitative Cog Testing Report - Alternative Higher Bill Scenario.pdf (PDF 0.2 MB opens in a new window)
Y) United Utilities Business Plan Research Video.pdf (PDF 0.2 MB opens in a new window)
Quantitative Affordability and Acceptability Testing (Alternative Higher Bill Scenario), August 2023
A) AAT2 Quantitative Report & Supporting Materials - Alternative Higher Bill Scenario.PDF (PDF 9.0 MB opens in a new window)
B) AAT2 Final Weighted Tabs - Alternative Higher Bill Scenario.xlsx (XLSX 1.5 MB opens in a new window)