The Consumer Council for Water has appointed an independent supplier to establish, manage and operate 16 independent water industry consumer panels across England and Wales; one panel for each water company in accordance with the Water (Special Measures) Act 2025.

The panels will consist of domestic water and wastewater consumers and will be used to provide regular feedback on the performance of water companies and other issues of concern to water consumers, including:

• value for money
• billing
• environmental concerns
• support for vulnerable consumers.

CCW says the panels will engender an understanding of consumer views on issues of concern to domestic water consumers and identify service improvements consumers want from water companies.

Glasgow-based firm Taylor Mckenzie Research & Marketing Ltd. has been appointed to deliver the contract which commenced on 1 October and will run to 30 September 2029.

The panels will consist of a broadly representative sample covering a balanced and proportionate number of demographics and incomes across England and Wales.

The company will report to CCW on a three monthly basis on a range of Key Performance Indicators and metrics across each Panel, including:

• Social Value – Inclusive recruitment and representation of panel members & diversity of panel.
• Percentage of panel participants from typically hard to reach, under-represented or vulnerable groups (e.g., low-income households, ethnic minorities, rural communities, individuals with limiting health conditions, or in transitional circumstances which make them more sensitive to service disruption) across each panel area.
• Participation rate numbers - the number who take part in activities per panel
• Participation rate diversity - the number in typically hard to reach/under-represented groups who take part in activities

Estimated contract value is £998,956 including VAT.