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Thames Water has re-established its customer challenge group by welcoming 12 new members to represent the interests of billpayers.
The challenge group, formed in 2012, is made up of representatives from local councils, regulators, the third sector and customer groups.
The new members were brought in as part of Thames’ turnaround plan to “get the basics right”, which focuses on customer service and minimising pollution incidents.
Cathryn Ross, strategy and regulatory affairs director, said: “Customers, the communities and environment in which we operate are at the heart of our business. We know our previous performance has not been good enough and we’re committed to turning this around.
“This dedicated group is here to challenge us and to help us understand the issues our customers face and how we can better serve them. They bring a wealth of experience from across all walks of life, and I look forward to working closely together to help us continuously improve and meet the needs of our customers.”
Joining the group are Nisha Arora from the Financial Conduct Authority; David Brindle, chair of Ambient Support and ex-public services editor of The Guardian; Jeremy Crook chief executive of Action for Race Equality; Peter Daw, head of climate change at the Greater London Authority; Charlotte Duke, partner at London Economics; Baroness Grey-Thompson, crossbench peer and chair of UKactive; Adam Jogee, youth leader and mayor of Haringey; Sarah Powell, water company account manager at the Environment Agency; Tiger De Souza, people engagement director at the National Trust; Pete Sudbury, councillor in Wallingford Division; Doug Taylor, consumer advocate for London and the South East at CCW; and, Monica Wilson, senior policy advisor at the Treasury.
They will join Kay Lacey and chair Sukhvinder Kaur-Stubbs, who was appointed in July last year.
Kaur-Stubbs said: “It’s important we reflect the diverse experiences of customers, and each new member brings different and challenging perspectives which will help Thames Water carry out its work and improve as a business and meet their customers’ evolving needs.”
The group will be used to ensure consumer voices are represented in Thames’ business plans for 2025-30.
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