Tender for the Establishment and Management of Water Industry Consumer Panels in England and Wales

CCW intends to appoint one or more suppliers to establish and manage 16 independent water consumer panels across England and Wales in accordance the WSMA 2025.

These panels will consist of domestic water and wastewater consumers. They will be used to provide regular feedback on the performance of water companies and other issues of concern to domestic water industry consumers such as value for money, billing, environmental concerns and support for vulnerable domestic consumers.

This procurement will establish a reliable and flexible mechanism for capturing lived customer experience in conformity with CCW's statutory obligations under the Water Industry Act 1991 as amended by the Water Act 2003.

The successful supplier will be required to:

Recruit and manage panel members from diverse demographic and geographical backgrounds

Design and facilitate customer engagement activities which will primarily be through surveys but may evolve to focus groups, interviews, workshops and surveys

Run accountability sessions (and the necessary briefing for consumers ahead of these sessions)

Analyse and report findings in a format that drives the necessary changes that water companies need to implement leading to better outcomes for water consumers

Work collaboratively with CCW to ensure high-quality, independent and ethical engagement practices are followed

Deliver outputs on a specified regular basis in accordance with a defined program of engagement throughout the term of the contract.