Meet the

ADR Panel

The ADR Panel is independent of the water industry, and makes sure WATRS operates fairly and effectively.

The Panel publishes reports, to show how WATRS is operating, and to recommend improvements. The Panel consists of an independent chair, two more independent members, a representative from CCWater and a representative from OFWAT, and two representatives of water companies.

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.

Water Industry
Katy Taqvi
Katy Taqvi
Head of Customer Experience and Strategy at Affinity Water
Louise Beardmore
Louise Beardmore
Customer Services Director, United Utilities plc
Independent members
Susan Bradford
Susan Bradford
Solicitor, lay representative and panel member, Commissioner with the Commission on Human Medicines
Daksha Piparia
Daksha Piparia
Director Piparia Consulting, formerly Head of Campaigns Coventry Citizens Advice
Sandra Webber (Chair)
Sandra Webber (Chair)
Formerly Consumer Support Director, Civil Aviation Authority
CCWater
Sir Tony Redmond
Sir Tony Redmond
Regional Chair, London & South East Region
Ofwat
Claire Forbes
Claire Forbes
Senior Director Corporate Communications

Download Water UK’s ADR Panel Terms of Reference here.