Water Voice consumer panels
What are the Water Voice consumer panels?
The Consumer Council for Water (CCW) is setting up Water Voice consumer panels across England and Wales to give customers a stronger voice in shaping how water companies serve their communities.
There are 16 panels in total – one for each water company area – with around 50 customers serving as panellists on each.
Panel members share their experiences, ideas and feedback on company performance and key issues to help companies improve services, strengthen accountability and deliver better and fairer outcomes for everyone. Panel members’ involvement will directly influence how water companies communicate, act and respond to customer concerns.
Together, these panels form the Water Voice community – a network designed to gather insights from water consumers across different regions to inform industry improvements in service, affordability and environmental impact.
Who is running the initiative?
The initiative is managed by CCW in coordination with Taylor McKenzie Research.
Why are consumer panels important?
The panels provide a platform for consumers to voice their experiences and concerns directly with their water companies, helping shape policies and practices that better reflect public expectations.
Participation
How can I join a consumer panel?
Participants are recruited for a 12-month period by Taylor McKenzie Research using a combination of random sampling and targeted outreach. This is to ensure a diverse mix of customer voices. Any customer of a participating water company may be eligible. We aim for diverse representation across age, region and socio-economic background.
Is participation voluntary?
Yes, all participation is voluntary and panellists can opt out at any time.
What will panel members be asked to do?
- Online community platform: As part of the onboarding process, panel members are asked to join an interactive, Facebook-like, online space where they can comment, engage with other panellists and take part in discussions focused on their local water company. Each week, panel members will be able to access and contribute to around 3–4 new posts, including news stories, water-saving tips, short quizzes and polls. This online community provides a platform for members to share their experiences, raise concerns and join conversations about how their water company is performing. It’s designed for open, respectful conversation, where the insights consumers provide help hold water companies accountable and ensure they deliver on their promises to customers across England and Wales.
- Research and prioritisation of topics: To help determine priority issues and concerns to be raised with water companies, panel members are invited to participate in online surveys and discussions throughout the year. At the start of each month, Taylor McKenzie sends panellists a ‘Spotlight’ survey – a short set of questions on a current theme or issue that matters to customers, such as water quality, customer service or protecting the environment. Midway through the month, panel members are also asked to complete a short ‘Barometer’ survey – a quick check on how they feel their water company is performing and how satisfied they are with the service they receive. The ‘Spotlight’ survey helps explore new ideas and emerging issues as they happen, while the ‘Barometer’ survey helps track changes over time and allows panellists to share what’s working well and where improvements are needed. Together, the results help identify and prioritise the key issues to be raised with water companies.
- Accountability and briefing sessions: Accountability Sessions are two-hour online Zoom meetings, where panellists engage directly with water companies to review performance, raise concerns and influence decisions that affect customer outcomes. These sessions are important as they allow panel members to ask water company executives questions directly, agree on actions for improvement and see how their feedback drives real change. Attendees include panellists, CCW representatives, Taylor McKenzie facilitators, senior executives from water companies and observers such as regulators and Chairs of the Independent Challenge Groups (ICGs). Panel members selected to speak at the Accountability Sessions are asked to attend a two-hour online preparatory briefing, held one to two weeks in advance. These help panellists review company data and survey results and finalise the key issues and concerns which are to be raised. They also ensure panellists understand how the sessions work and feel confident contributing to the discussion. Accountability Sessions are held twice a year per water company, with additional ad-hoc sessions if significant issues arise. These may be requested in response to major incidents or media coverage that significantly impacts consumers. All participants are expected to engage respectfully and constructively. Guidelines for speaking and submitting questions are detailed in the Terms of Reference.
Impact and follow-up
What happens after the Accountability Sessions?
Accountability Session transcripts are published within 5 working days, and summary reports within 10 working days after the session.
Water companies submit action plans within 25 working days. Progress is monitored by CCW and reviewed in the next session. Summary reports of the sessions as well as company action plans will be published and shared with participants and stakeholders. Insights from Accountability Sessions and panels’ research will inform monthly reports for each water company, highlighting consumer concerns and recommendations.
Privacy and data
Will consumers’ data be kept confidential?
Yes, all responses are anonymised and stored securely and comply with GDPR and other relevant data protection regulations. Please refer to Taylor McKenzie’s privacy policy.
Will consumer feedback be shared with the relevant water company?
Yes, but only in anonymised form. Consumer identity will not be disclosed.
Contact and support
Who can I contact for more information?
You can reach out to Taylor McKenzie’s Panel Support, Brad, on 0141 221 8030 or [email protected].
What if I have a complaint or issue outside the panel?
Please contact your water company directly or use the appropriate consumer complaint channels.