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Customer and Stakeholder Engagement Plan

Levels of engagement

The Works Communication Team (WCT) use a matrix called the Customer and Stakeholder Engagement Plan (CSEP) to set out the processes that should be followed when interacting with customers: all those affected by the works.

In order to decide the level of response required we have graded the works by the disruption caused to the stakeholder. It is then the responsibility of the project manager of the works to specify the level of engagement prior to works starting. The WCT may suggest an amended level when producing the document. Below is a table that sets out the levels.


Major Projects

Level 2

Level 1

Level 0



  • Sustainable Transport Packages
  • Major Infrastructure Improvements e.g. LEP works


  • Residential/busy urban areas/large rural areas
  • Road closures or disruptive
  • Traffic Management- Traffic sensitive A-roads/town centre


  • Rural roads- Small rural residential areas-
  • Minor works on cul-de-sacs etc.


  • Areas with little or no affect to stakeholders
Contact Councillor Yes Yes Yes Optional
Signs Yes Yes Yes Optional
Letter drop Yes Yes Optional Optional
Business visit Yes Yes Optional No
Facebook / Twitter Yes Optional Optional No
Newsletter Yes Optional No No
Press release & radio Yes Optional Optional No
Webpage Yes Optional No No
Public meetings Optional Optional No No
Works Communication team notice Timescales outlined in communication plan (agreed when scheme passed to design team) 28 days 14 days 10 days
Customer notice Timescales outlined in communication plan (agreed when scheme passed to design team) 14 days 7 days 3 days

It's never too early to discuss your communication plan with the Works Communication Team.

Works Communication Team contact details

  • Email:
  • Address: Maple Court, Merrow Complex, Merrow Lane, Guildford, GU4 7BQ
  • Phone: 0300 200 1003