Water UK, the body which represents the UK water companies at national and EU level, has announced the formation of a new independent and free-to-use service to resolve complaints with their water company.

Currently there is no Alternative Dispute Resolution scheme for customers in England and Wales to resolve disputes when companies and their customers are unable to reach agreement. The water industry in England and Wales has been working with stakeholders such as the sector’s economic regulator, Ofwat and the Consumer Council for Water to put a new ADR service in place to remedy the gap. 

An independent oversight panel is now in the process of being appointed for the water industry redress scheme. Invitations to tender have been issued to a number of organisations experienced in dispute resolution schemes. Replies to the tender are due at the end of August.

The preferred bidder is expected to be appointed by RWD, which is a wholly-owned subsidiary of Water UK, at the end of September and the scheme to be up and running before the end of the current financial year. The procurement process is being overseen by a Panel of experts to ensure its independence and effectiveness.

The Panel is made up of three independent members, a representative from Ofwat, a representative from CCWater and two representatives from the water companies. The independent Panel members have been appointed in an individual capacity - not as representatives of the organisations they work for.

The members of the ADR panel are:

• Sandra Webber (chair) – former Director of Consumer Support at UK Civil Aviation Authority
• Jo Causon – CEO, Institute of Customer Service
• Adam Scorer – Director, Citizens Advice
• Richard Khaldi – Senior Director-Customers and Casework, Ofwat
• Sir Tony Redmond – Consumer Council for Water
• Phil Marshall – Director of Customer Services, Bristol Water
• Gary Dixon – Domestic Retail Director, United Utilities

The scheme is specifically for customers in England and Wales. Separate arrangements apply in Scotland, where an independent dispute resolution service is provided by the Scottish Public Service Ombudsman.