CCW launches new consumer panels to hold companies to account

(by Karma Loveday)

The Consumer Council for Water (CCW) has reprised the pre-2005 name for customer representative committees in launching its newly-formed consumer panels. These Water Voice consumer panels are part of government plans to strengthen accountability through ensuring water companies listen and respond to their customers.

Sixteen regional Water Voice panels have been set up — one for each water company in England and Wales. Each panel brings together around 50 customers who take part in regular research and surveys to share their views on their water company and the services they receive. A subset of panel members will attend twice-yearly Accountability Sessions where they can directly challenge their company’s senior executives on the issues that matter most to them. The panels also have the power to call emergency, ad-hoc Accountability Sessions in response to serious incidents.

This took centre stage at the first ever Water Voice meeting, where the panel pressed South East Water on its handling of the recent supply outages in Kent and Sussex. The company must now develop an action plan to address all of the concerns raised by the panel. The panel must approve the plan before it is published on CCW's website on 11 March. CCW will then follow up with the water company to monitor progress against the agreed actions.

The first Accountability Sessions for all Water Voice consumer panels will take place in March and April 2026.

Water minister Emma Hardy said: “This is an unprecedented era of accountability in the water sector, made possible by this government’s new laws. These sessions allow customers to voice their concerns directly to water company executives, who must then explain how they are going to act in response. It means bill payers have more of a say in how water companies are run, helping to rebuild public trust and drive the changes to clean up our rivers, lakes, and seas.”

CCW chair Rob Wilson said: “With trust in the water sector at an all-time low, these panels mark a turning point for ensuring water consumers are heard and their concerns acted upon. Customers of every water company now have a genuine seat at the table to raise concerns and challenge company leadership face-to-face in a way the sector has not seen before.”

Water Voice details can be found on the CCW website at https://www.ccw.org.uk/our-work/consumer-panels/ . The site will host the panels’ monthly Barometer and Spotlight survey findings, Accountability Session transcripts, summary reports and company action plans.