YourVoice

Read all the updates from our YourVoice meetings here

Background

Since September 2015 when the YourVoice – customer and stakeholder panel was established, it has continued to provide challenge and critical support to the company as it delivers the commitments it made in its 2015-20 business plan, and to contribute in to the development of a new plan, covering the period 2020-25.

As an independent body of individuals from different sectors, backgrounds and with different areas of expertise, the YourVoice panel aims to ensure that customers are at the heart of the company’s business planning engagement. The expertise embodied in the panel ranges from Citizens’ Advice, to the CBI; from environmental organisations to public health; and from flood and coastal defence organisations to consumer interests.

The panel has an integral role in monitoring, assuring and reporting on the delivery of the company’s commitments to customers and other stakeholders as agreed with the regulator for the water and sewerage industry, Ofwat. You can view the YourVoice panel's reflections on our current performance here (PDF 109KB opens in a new window).

The objective of the panel's work is to monitor United Utilities’ business performance and ensure customers reviews are reflected in business plans. The panel continually looks to ensure the right balance of membership between customer, regulatory and environmental representatives, enhancing the number of organisations representing customer views, to improve the balance with other members that have a purely statutory remit. More details on how the panel operates and its governance arrangements can be found here (PDF 457KB opens in new window).

The panel has created a report on how well customer research continues to capture and strengthen understanding of the views of its customers, and how this research is being used to influence future plans. You can view the panel’s most recent report to Ofwat, the water industry regulator, on the company’s latest draft business plan 2020-25 here (PDF 7.2MB opens in a new window).