How we listen to and involve 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 customer insight to shape decisions, how we are meeting Ofwat’s new requirements on involving customers, 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 events to take part in open discussion and question/answer sessions with our CEO and directors.
Join our online community
As part of our community you can participate in research and testing and share your views on many aspects of our services.
See what we've been up to
Coming soon
You said, we did
We’ll regularly share what customers have told us and the changes we’ve made in response. These updates will show how customer feedback is influencing decisions across our services, from improving communications to shaping wider business decisions and direction.
Insight and reports
We publish insight from the research and engagement we carry out with customers. This includes summary reports from major studies, consultations and ongoing research, so you can see that we’ve heard and how it informs our decisions.
Keeping us on track
Yorkshire Forum For Water Customers
Made up of customer representatives from across the region, this forum helps to ensure that our decisions reflect what matters most to customers, communities and the environment.
Consumer panels and accountability sessions
We are held to account by an independent customer panel, organised by the Consumer Council for Water (CCW). This ensures customer views are considered and shapes the actions we take.
Share your feedback
If you have thoughts, suggestions or ideas, you can share them with us at InsightTeam@yorkshirewater.co.uk.
We review all feedback to help inform our decisions and improve our services. While we may not be able to respond to everyone individually, we use what you tell us to shape future plans and updates.
Please note customer service issues or complaints will not be dealt with through this feedback portal.