Campaigners challenge design of Labour’s proposed water customer panels
The Consumer Council for Water says its discussions with utilities concerned practical arrangements, not how companies should be held accountable.
Campaigners have accused the Consumer Council for Water of compromising Labour’s proposed “Water Voice” panels by consulting water companies on their implementation.
The panels are intended to give customers in England and Wales greater influence over how bills are spent, allow them to question water-company executives and provide routes to redress for service failures. The proposals follow concerns about water shortages, hosepipe bans, sewage pollution, rising bills and difficulties securing effective responses or compensation.
Freedom of information documents reportedly show that the CCW created an industry advisory group to gather water companies’ “ideas, feedback and advice” on establishing the panels. Feargal Sharkey, a water campaigner, described the arrangement as a “stitch-up” and questioned whether customers would receive meaningful redress.
The CCW disputes that account. A spokesperson said it was a “complete misrepresentation” to suggest the organisation had asked companies how they wished to be held accountable. The council said its engagement focused on practical matters, including ensuring chief executives could attend accountability sessions and that action plans were produced on time.
The council reportedly received 80% more complaints in 2025–26 than in the previous year without additional resources. The government says it is also preparing an independent water ombudsman and wider regulatory changes, including replacing Ofwat with a regulator with stronger supervisory powers.
The timing, enforceability and precise redress powers of the proposed panels remain unclear, as does the extent to which the documents support the campaigners’ interpretation.
