The YourVoice panel was established in 2015 as the independent customer and stakeholder challenge group for the North West.  Membership comprises a blend of customer, business, social, regulatory and environmental representatives – see the current panel here.

The panel’s role is to:

  • Monitor and review progress against the delivery of United Utilities current business plan commitments.
  • Review and challenge the company’s customer engagement and research.
  • Provide assurance to customers and Ofwat (the water regulator) on the quality and effectiveness of customer engagement, and on the extent to which   the results have been reflected in business plan proposals.

The agenda and minutes of YourVoice meetings can be found here.

The main panel is supported by two sub-groups looking in more detail at customer engagement and environmental issues. More details on how the panel operates can be found here.

One of YourVoice’s key tasks is to monitor and review the company’s delivery of its commitments to customers agreed with Ofwat and set out in its five-yearly business plan. The panel’s reflections on current annual performance can be found here.

Another key activity is to provide assurance on the range and quality of customer engagement and research, and the extent to which this is used to influence the development of the company’s business plans. You can view the panel’s most recent report to Ofwat on United Utilities draft business plan proposals for 2020-25 here.