Campaigners claim new water consumer panels favour utilities over customers
Activists say the newly created water consumer panels are a “stitch-up” because water firms helped design them, weakening customer accountability.
The Consumer Council for Water (CCW) is rolling out “Water Voice” panels that will let customers in England and Wales challenge water-company executives and seek redress for problems such as sewage overflows and supply cuts. Campaigners, led by former musician Feargal Sharkey, argue the process is compromised because the CCW consulted water companies on how the panels should operate, calling it a “stitch-up”. The council maintains the consultation was merely to work through logistical issues, like giving CEOs time to attend.
Complaints to the CCW jumped 80 % in 2025-26 without a matching rise in resources. The government plans to replace Ofwat with a stronger regulator and introduce a new water ombudsman as part of broader reforms, while Prime Minister Andy Burnham faces pressure over Thames Water’s financial troubles. The reforms aim to curb rising bills, improve environmental performance, and give the public more control over the monopolistic water sector.
Why it matters
It determines whether new consumer panels will genuinely empower water customers or simply preserve utility interests.
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