Thames Water appoints new Customer Challenge Group Chair

Thames Water has welcomed Sukhvinder Kaur-Stubbs as its new Customer Challenge Group (CCG) Chair. She started her role on July 1 and will represent the needs and interests of Thames Water’s current and future customers. 

Formed in 2012, the CCG is an independent body which plays an important role in helping Thames Water engage with stakeholders and customers across its region. It provides reporting and commentary about Thames Water’s business activities and helps ensure customer voices are represented in the development of the company’s future business plans and ambitions. 

It also monitors how well Thames Water is delivering for customers and against its performance commitments. The group encourages the company to consider its impact on the environment and wider society from a customer perspective.  

Sarah Bentley, Thames Water CEO, said: “I’m delighted to welcome Sukhvinder to Thames Water's Customer Challenge Group. Customers are at the heart of our business and we’re passionate about hearing their views and continuously improving to meet their needs. Sukhvinder’s dedication to consumer advocacy, alongside her understanding of the issues our customers face will be a great help as we continue to deliver our business turnaround plan. We’re looking forward to working closely together to make the changes we need to for our customers, communities and environment to thrive.”

Sukhvinder Kaur-Stubbs, Customer Challenge Group Chair said: “I’m excited to join Thames Water’s Customer Challenge Group. At this pivotal point it is especially important to understand the rich diversity of customers and reflect their full range of experiences. I’m looking forward to listening to and hearing from customers directly to inform how Thames Water carries out its work and improves as a business.”

Sukhvinder is currently Chair of Regeneration at the London Legacy Development Corporation, and she is also Vice Chair at Lewisham and Greenwich NHS Trust. She has recently joined the board of the Regulator of Social Housing to oversee the development of new consumer standards. 

For 12 years she was CEO of the Barrow Cadbury Trust and of the Runnymede Trust. She has also held leadership roles at the Regional Development Agency for the West Midlands and on the boards of Severn Trent and the Government's watchdog Consumer Focus and before that EnergyWatch.  

Thames Water provides a variety of support options for customers who may be struggling financially as well as a range of services and communication options, which customers can benefit from, such as sending bills in large print, braille or on a coloured background. 

Its work to provide inclusive services to customers living in vulnerable circumstances has been recognised by the British Standards Institution. 

The CCG’s membership is a cross-section of customers, regulators and other groups who play an important part in the life of the company’s region. 

Sukhvinder replaces Anne Heal, who stepped down from her role as CCG Chair last year and Sir Tony Redmond, who was acting Chair from April 2020 and June 2021.