The Consumer Council for Water (CCW) has published the full timetable for the first Accountability Sessions for the Water Voice consumer panels and the publication dates for all supporting documents.

Water Voice is made up of 16 regional consumer panels, one for each water company in England and Wales, with around 50 customers serving as panellists on each. Panellists take part in regular research and surveys to share their views on their water company and the services they receive

A smaller subset of panel members attend Accountability Sessions twice a year where they quiz senior executives from their water company directly on the issues that matter most to them.

These sessions are held remotely and, while they cannot be filmed, a full transcript is published on our website five working days later. This is followed by the publication of a summary report of the session and a company action plan setting out how the concerns of the panel will be addressed.

In addition, company executives can be summoned by panellists to emergency, ad hoc Accountability Sessions in response to serious incidents. The first of these took place last month following South East Water’s water outage and boil water notice in Tunbridge Wells in late November and early December.

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