Customer Research and Engagement

The Customer Research and Engagement Panel undertakes detailed reviews, scrutiny and challenge of United Utilities’ performance and service proposals from a customer engagement perspective.

It reviews and challenges United Utilities’ approach to customer research, engagement and insight. The panel uses information on operational performance, best practice, and guidance from OFWAT and CCW to aid its work. The panel is eager to triangulate results to ensure that all customers views are balanced. The group also reviews the results of national research.

This sub group works closely with the Affordability and Vulnerability sub group to ensure that all customer circumstances are taken into account and given a voice.

The sub group also looks at the company’s longer term plans and business as usual activity from a customer perspective.

Customer Research and Engagement Membership

Members for this group are listed below. For biographies, please see membership in the About Us section

  • Steve Cullen CHAIR (CAB)
  • Bernice Law (YV Chair)
  • Dave Thompson (Warrington Disability Partnership)
  • Bhupendra Mistry (CCW)
  • Dr Tayo Adeboale (Independent Member) 
  • Rob Loughenbury (Onward Homes)
  • Lucy Byrne (CCW)
  • Stuart Dunne (Youth Focus NW)

United Utilities Customer Research Library

United Utilities publishes details of the research and insight it gathers in a library. It provides an overview of the research and insight projects delivered within AMP 7 (currently in progress from 2020 – 25) including the objectives, methodology, key findings, key messages and action taken.