Customer Challenge Group

2014 to present

Our Customer Challenge Group is an independent group, with an independent chair, who will advise, challenge and support us in the development of our plans to ensure they reflect your priorities.

The membership includes our regulators and representatives of household, commercial and special interest groups. A full list of members is given below. Minutes of meetings will be published and added to this site.


Independent Chair

Teresa Perchard

I am an experienced consumer advocate and non-executive Director, with 30 years experience in consumer advocacy, consumer protection and regulatory roles.

I was Director of Policy and Advocacy at Citizens Advice for more than 13 years, until June 2013 where I headed up their national policy, campaigning and government relations on a diverse range of consumer and public policy issues. Prior to joining Citizens Advice, I held senior policy roles with the Office of Rail Regulation, Office of Water Services and the National Consumer Council between 1986 and 2000.

My present non-executive portfolio spans consumer protection, energy, regulation and financial services. Non-executive roles include board member of the Northern Ireland Authority for Utility Regulation; member of the Council for Licensed Conveyancers, I am a member of the Chartered Banker: Professional Standards Board Advisory Panel and Trustee and Deputy Chair of the charity The Fairbanking Foundation.

I have served on the boards of Smart Energy GB (2013 to 2016), the Personal Finance Society (2009 to 2016) and the Trading Standards Institute's Consumer Code Approvals Board (CCAB) (2013 to 2015). I was a member, and Vice Chair, of the Government’s Fuel Poverty Advisory Group for 10 years until March 2015.


Customer Challenge Group Members

Representing customers and stakeholders


Caroline Warner Consumer Council for Water

Caroline Warner is former Marketing and PR Director for well-known brands in consumer goods. Caroline now specialises in Citizen Advocacy. She works for the Consumer Council for Water as a Consumer Advocate representing water customers, as a District Councillor representing residents in Tandridge in Surrey and as an Academy Board Director representing pupils and parents in South London. In her spare time,

Caroline also enjoys reading about Victorian literature and photography and has recently completed a Master's degree at Sussex University.




David Cheek Friends of the Mimram River Group

David Cheek lives in Old Welwyn and has been a customer of this water catchment area for most of his life. He is a Business Development and Retirement Coach helping businesses and individuals achieve their goals.

Prior to this he was a director of several international advertising and direct marketing agencies and ran his own communications consultancy. So he has a long track record in improving customer experience and communications.

He also has a particular interest in preserving and enhancing the rare chalk streams in the area and is a Friend of the River Mimram.



Gill Taylor Groundwork Hertfordshire

Gill Taylor, Operations Director, Groundwork East – the community charity with the green heart working to improve people’s prospects, create better places and promote greener living and working. Established for over thirty years Groundwork has worked closely with Affinity Water in many projects.

Gill has an MSc in Environmental Forestry and experience in many roles from community engagement in environmental improvements to running site restoration projects and large scale partnership programmes of access and landscape improvements.

She also runs the Luton Lea catchment partnership a group of individuals and organisations united to improve the River Lea through Luton.



Dr James Jenkins University of Hertfordshire

James is currently an Associate Dean (International) in the School of Life and Medical Sciences at the University of Hertfordshire. His teaching and research specialisms sit within the area of Geography and Environmental Management, with him lecturing on a wide variety of geographical and environmental issues. His research interests in sustainable environmental practices have focused largely on international comparisons of water resources management, with a particular focus on drinking water quality, water usage, and consumer engagement.

James is a Chartered Member of the Chartered Institute of Water and Environmental Management, as well as being a Chartered Environmentalist and Geographer. He is also a fellow of the Higher Education Academy and the Royal Geographical Society.



John Ludlow

John Ludlow is a public affairs specialist, who has spent his professional life working in and around Westminster.

He spent a number of years as an adviser to senior Labour MPs, before leaving to act as a lobbyist for several national organisations. He was Head of Parliamentary Unit at the Law Society for ten years and Head of Press and Public Affairs for four. He also spent time as television producer, with stints at BBC Question Time and Sky News Westminster.

Recently, he has returned to work in the House of Commons as an adviser. He continues to help organisations with their externally influencing strategies – most recently working with StepChange Debt Charity and the Legal Aid Practitioners Group – and runs several courses for the Civil Services, including the Machinery of Government and Working with Ministers.

He is married with two daughters and lives in Beaconsfield, Bucks.




Karen Gibbs  Consumer Council for Water

Karen leads CCWater's Environmental Policy Team and is the Senior Policy Manager for London and the South East.

Areas of particular interest include water resources planning, demand management and water efficiency, metering and drought management.

Karen has worked in consumer representation within the water sector since 1993, and is an Affinity Water customer.



Richard Haynes  Dover District Council

Richard has over 15 years’ experience of working in the environmental sector and has been involved with a number of large landscape Heritage Lottery Funded projects. He is currently responsible for designing and managing the Up on the Downs Landscape Partnerships Scheme that works with partners and communities to celebrate and conserve the wonderful landscape and heritage in the Dover and Folkestone area.

Prior to this Richard was responsible for delivering an integrated range of landscape and heritage projects for the Valley of Visions in the Kent Downs Area of Outstanding Natural Beauty (AONB) in the Medway Gap. His environmental knowledge extends from a background in geography and a love for the natural world.




Tina Barnard  Watford Community Housing

Tina Barnard is Chief Executive of Watford Community Housing, the largest social landlord in Watford, and is a Board Member of Hertfordshire’s Local Enterprise Partnership (LEP). She is a qualified accountant, and has worked in housing for over 20 years.

Tina was previously Deputy Chief Executive/Resources Director at CHP, Resources Director at Worthing Homes and Finance Director at New Era Housing Association. She has been a Non-Executive Director for a number of organisations, including being Chair of Watford’s Citizen Advice Bureau.



John Rumble  Hertfordshire County Council



Minutes of previous meetings


Papers and Reports

Customer Challenge Group Revised Draft Water Resources Management Plan - May 2019

Customer Challenge Group Revised Business Plan Report - April 2019

Customer Challenge Group Business Plan Report - September 2018

Customer Challenge Group Business Plan Report Appendices - September 2018

Find out more information about our Business Plan here.


Customer Challenge Group Annual Report - April 2018 - March 2019

Customer Challenge Group Annual Report - April 2017 - March 2018

Customer Challenge Group Annual Report - January 2016 - March 2017

Customer Challenge Group Chair's Report  - 2016

Customer Challenge Group Protocol

Challenge Log

Terms of Reference


If you would like any of the information in large print, braille or audio. Please call us on 0345 357 2406 or complete our priority services form.


Contact us

To contact the Customer Challenge Group email

Previous Customer Challenge Group

2012 - 2014

Customer Challenge Group

2012 - 2014

Between 2012 and 2014, our Customer Challenge Group, an independent group with an independent chair, advised, challenged and supported us in the development of our plans to ensure they reflect your priorities.

The membership included our regulators and representatives of household, commercial and special interest groups. A full list of members is given below.


Members - representing customers and stakeholders

Allan Johnson: Environmental Services Manager, Tendring District Council

Allyson Broadhurst: Managing Director, Charis Grants

Damon Williams: Estates Manager, Tendring Council

Hazel Smith: UK Environment Manager, GlaxoSmithKline

Jacky Atkinson: Inspector, Drinking Water Inspectorate

Jill Thomas: Consumer Council for Water

Jim Barker: Water Planning Manager, Environment Agency

John Fox: Assistant Head of Environmental Services, Tendring Council

Karen Gibbs: Policy Manager, London and South East Region, Consumer Council for Water

Lucy Lee:  Manager WNF-UK’s UK Rivers Programme

Mark Kibble: Maintenance Team Leader, Dacorum District Council

Mark Tomkins: Water and Environment Manager, Heathrow Airport Limited

Robin Dahlberg: Independent Chair

Tim Hutchings: Former Chief Executive, The Hertfordshire Chamber of Commerce and Industry


Meeting Minutes


19 March 2014

21 May 2014



18 November 2013

4 November 2013

18 September 2013

24 July 2013

22 May 2013

13 March 2013 

23 January 2013



21 November 2012

5 September 2012



CSG Letter to Ofwat Draft Determination 30/09/14

CCG Letter to Ofwat 14/03/14

CCG Letter to Ofwat 01/04/14

Customer Engagement Programme Report - November 2013

Customer Engagement Programme Report - November 2013 Appendices