South East Water has failed to engage with key stakeholders outside the company to help it learn from its mistakes. It is unwilling to properly listen to its customers, who have repeatedly complained of addressable failures 42 and yet continue to suffer them. The company’s leadership has taken a defensive approach with regulators to the point of trying to obstruct their reports and in so doing mislead credit agencies, demonstrating at best a lack of transparency, and at worst an attempt to actively deceive external stakeholders. This is yet another cultural problem that must be addressed to allow South East Water to account for its own actions. (Conclusion, Paragraph 72) Conclusions and next steps