The ADR Panel is independent of the water industry, and makes sure WATRS operates fairly and effectively and is easy to both understand and access for consumers.
The Panel publishes monitoring reports, to show how WATRS is operating, and to recommend improvements. The Panel consists of an independent chair, three more independent members, a representative from CCWater and a representative from OFWAT, and three representatives of water companies.
The independent panel members have no relationship with water companies and are therefore not subject to any control of influence by any water company or related party. The Panel is self-governing and non-partisan and promotes and practices transparency by publishing its minutes, activities, action logs and reports on an ongoing basis.
You can find the Panel’s membership and Terms of Reference below. The Panel publishes the agenda and minutes for its meetings, which you can find under the next tab. The Panel publishes an annual report showing among other things the number of customer complaints referred to WATRS, the topics of complaints and the average compensation payment awarded and from time to time additional reports on different aspects of the way WATRS operates.
Download Water UK’s ADR Panel Terms of Reference here.