Listening to and involving customers
We use a range of ways to understand your views and involve you in shaping our plans and services. This includes ongoing research, customer groups, and independent challenge.
We speak to customers about day-to-day experiences as well as bigger decisions that affect bills, investment and the environment, so we can balance priorities and make informed choices.
You can find out more about how we gather and use your feedback to shape decisions, how we're meeting Ofwat’s new requirements for customer involvement, and our plans for the next 12 months in our How We Involve Customers In Our Decisions paper.
Get involved
Your Yorkshire Water, Your Say
Join our Your Yorkshire Water, Your Say live online sessions to share your views in discussions and Q&A with our CEO and directors.
Join our online community
As part of our community, you can take part in research and testing and share your views.
See what we've been up to
Coming soon
You said, we did
We'll share what customers tell us and the changes we make in response. These updates will show how your feedback shapes decisions across our services, from improving communications to wider business priorities.
Insight and reports
We publish insight from our research and engagement with customers, including summary reports from major studies, consultations and ongoing work. This includes what we’ve heard, what it means, and how it influences our decisions.
Keeping us on track
Yorkshire Forum For Water Customers
Made up of customer representatives from across the region, this forum shapes our decisions around what matters most to customers, communities, and the environment.
Consumer panels
We’re checked by an independent customer panel, organised by the Consumer Council for Water (CCW). This means customer views are considered and play a key role in what we do.
Share your feedback
If you have thoughts, suggestions or ideas, you can share them with us at InsightTeam@yorkshirewater.co.uk.
We use what you tell us to improve our services and plan what comes next. We can’t reply to everyone, but your feedback really makes a difference.
Please note: this form isn’t for customer service issues or complaints.