Customer engagement forum

Jeff Halliwell - Chair of Customer Engagement Forum

Jeff Halliwell, who is an Anglian Water customer living in the region, will lead the work of the Customer Engagement Forum for the next five years as Anglian Water delivers its 2015-2020 business plan and continues to consult with customers on its plans beyond 2020. His executive and non-executive director positions for household names and a range of industries spanning food, health, education and transport have seen him lead public, private, governmental and charitable bodies, as well as various organisations supporting vulnerable or minority groups, such as Home Start and The Shaw Trust. More recently, Jeff has been at the helm of a leading a transport consumer watchdog, Transport Focus, and is a strong and balanced advocate for customers within a complex, highly regulated environment.


Commenting on his appointment, Jeff said: “I am very much looking forward to this new role, challenging Anglian Water from a customer perspective. I look forward to working with all members of the Customer Engagement Forum to ensure Anglian Water’s current and future work balances the ever-changing pressures in individual customer priorities, communities and environment.

David Howarth - Environment Agency - River Basin Account Manager

David is the Environment Agency’s (EA) River Basin Account Manager for the Southern, Thames and Anglian River Basins. He has worked for the Environment Agency for 24 years carrying out a number of planning roles covering the promotion of water demand management, strategic environmental planning, EA project management of Water Resources in the South East (WRSE) and Regional Drought Manager (2004/05 and 2011/12) prior to his current role. For the last 4 years David has been the River Basin Account Manager in the SE of England, covering the Thames and Southern River Basins where he contributed to a number of Customer Challenge Groups. Prior to joining the EA in 1994 David spent 9 years working for North West Water (now United Utilities) in a number of operational roles covering mains rehabilitation, leakage control, network modelling and general distribution system management.


The Environment Agency work with Anglian Water to help ensure the environment is protected and there is a sustainable supply of water. The Customer Engagement Forum gives the Environment Agency the opportunity to work with a wider range of customer groups to achieve outcomes which improve the environment and benefit customers. David is a Chartered Civil Engineer and a Chartered Water and Environment Manager. He was also an Expert Witness at the Public Inquiry into South East Water’s Water Resources Management Plan in 2010. In his spare time he is a qualified mountain walking leader.

Craig Bennett - Chair of the Sustainability and Resilience Panel

Craig Bennett is the Chief Executive of Friends of the Earth, one of the UK’s most influential environmental organisations. He is the organisation’s lead campaigner and policy strategist, representing the charity with Government and other key lobbying contacts and leading its tactical response to the changing political and policy context. From 2007 to 2010, Craig was Deputy Director at the University of Cambridge Programme for Sustainability Leadership (CPSL) and, in this role, was Director of The Prince of Wales’s Corporate Leaders Group on Climate Change (CLG). Craig is a Senior Associate of CPSL and a visiting Programme Director at the Judge Business School. He is also Vice-Chair of Stakeholder Forum (the UNEP National Committee for the UK) and a Teaching Fellow on sustainability at the Department of Engineering at The University of Bristol.

Peter Olsen - Chair of the Hartlepool Panel

Peter trained as a Chartered Accountant in Skipton in West Yorkshire, qualified in 1972 and became a partner in a leading Hartlepool practice in 1974. He retired from the partnership in 2009 as Practice Chairman, having previously been managing partner for some 15 years. He specialised in charity audits and advice to that sector and in 2008 became chairman of Housing Hartlepool, the largest local social landlord looking after the welfare of 7,000 households. Peter was a member of the Hartlepool panel before and with his interest in social welfare and role as chairman of the local chamber of commerce committee is looking forward to now leading the panel and being a member of the CEF.

Cllr. Colin Davie - Councillor, Lincolnshire County Council

Colin Davie has been a County Councillor at Lincolnshire since 2005. He now serves as the Executive Councillor with responsibility for Economic Development, Environment, Strategic Planning and Tourism. He is a Trustee of National Charity, The Renewable Energy Foundation. Outside of Local Government he runs a successful International Events company staging shows and events in major emerging markets with particular focus on India, Middle East and Far East.
He is also a member of the LEP Board for the Greater Lincolnshire Area.

Martin Lord - Chair of the Affordabilty and Vulnerability Panel

Martin has a background in the not for profit advice sector. As the Chief Executive of Central and East Northamptonshire Citizens Advice he led the organisation through a period of growth and diversification including the acquisition of legal aid contracts, the development of specialist debt, benefit and housing casework services and digital inclusion and financial capability initiatives. He also led the organisation through its recent work with Anglian Water, supporting the development and delivery of the company’s  “Lite” social tariff. After undertaking a senior leadership role at The Electoral Commission, he now provides freelance consultancy services to charities and is also a board member of Greatwell Homes, a registered social housing provider in Northamptonshire.

Richard Tunnicliffe - Regional Director - CBI East of England

Richard Tunnicliffe is Regional Director, CBI East of England. Richard joined the CBI in 1997 after completing his degree in applied biology at the University of Hertfordshire. He completed his MBA in 2005.

He worked initially in the CBI headquarters with responsibility for a wide range of membership activities including recruitment and regional relations. He moved to the CBI East of England office in July 2000 where he had responsibility for the whole range of CBI activities in the East. He was appointed Regional Director in July 2005. This role includes regular liaison with senior executives in CBI member companies and lobbying on a regional level on issues such as skills, transport, broadband, housing and aviation.

He includes football amongst his wide range of interests despite his support for Barnsley Football Club! Richard is married and lives in Ely with his wife Vicky, his children Sam and Gracie and two kittens Cagney and Lacey.

Gill Holmes – CCWater - Local Consumer Advocate

Gill Holmes joined CCWater as a Local Consumer Advocate for the Central and Eastern region in April 2015. She is a Solicitor who has worked in the Courts’ Service practising criminal and family law before becoming a Senior Manager for the Service in Bedfordshire. As part of this role Gill focused on ‘quality’ and customer service issues, working closely with other agencies and Customer Focus Groups to raise standards for all those using the courts. She also worked on a number of projects relating to the collection and enforcement of financial penalties and the ability to pay. Gill currently acts as Independent Person for four Local Authorities dealing with complaints and standards issues. Gill has lived and worked in the Anglian Water region for many years, now living in rural Cambridgeshire, and is looking forward to representing consumer interests on the Customer Engagement Forum.

Professor Bernard Crump - Regional Chair (Eastern Region) - Consumer Council for Water

Bernard is the Consumer Council for Water Regional Chair for the Eastern Region. He is a qualified doctor with postgraduate training in Public Health. He had a long NHS career working as a Director of Public Health, Chief Executive of a Strategic Health Authority, and was the first CEO of the NHS Institute for Innovation and Improvement. He has lived and worked in the Midlands for more than 25 years and is currently Professor of Medical Leadership at Warwick Medical School. Bernard was a member of the CEF during the last business plan period and has continued in his role for the 2015-2020 period.

Dr Nathan Richardson - Policy and Projects Manager with WaterWise

Nathan has more than 30 years’ experience in the water sector in research, consultancy, industry and policy roles. Most of this has been in the Anglian region where he lives with his family. His career has focussed on developing solutions to water scarcity, pollution and flood risk pressures.

Nathan is a past chair of the Chartered Institution of Water and Environmental Management (CIWEM) East Anglian branch, representing more than 2000 water management professionals in the region. He sits on the Blueprint for Water NGO coalition which brings together 16 organisations, representing more than 6 million members, with an interest in water matters. On behalf of Blueprint he is currently co-ordinating engagement with government, regulators and water companies on the price review in 2019 and will bring a wider sectoral view along with his regional experience into his role on the CEF. 

Beth Corbould - Economist and Policy Specialist - UK Civil Aviation Authority

Beth is an economist and policy specialist with particular experience working in economic regulation in the UK, currently with the UK Civil Aviation Authority. Beth is focussed on putting the consumer at the heart of airport regulation by leading on the implementation of consumer research driven business plans and outcome-based regulation. Beth holds undergraduate and Masters degrees in economics, and has previous experience working in the Civil Service in Australia and the Office of Rail and Road in the UK. 

Dr Paul Metcalfe - Managing Director of PJM Economics

Paul joins the CEF as an expert advisor.  His expertise lies in the interface of economics, regulation and customer insight with a particular focus on the water sector. He has completed dozens of studies focussed on the design and analysis of customer surveys to explore customers’ priorities, preferences and willingness to pay within a regulatory context. This includes work for several water companies at PR09, PR14 and PR19 to support their business plans as well as similar work in energy, transport and postal services sectors amongst others. He has also contributed to best practice industry guidelines including the UK Water Industry Research study ‘Carrying out Willingness to Pay Surveys’, and he managed the National Water Environment Benefits Study research, which focussed on national valuation of water quality improvements. Paul has a PhD in Environmental Economics from the London School of Economics. 

Daniel Storey - Chair of the Economic and Valuarion Sub panel

Daniel is a professional economist with nearly 30 years’ experience of working on policy-making at the interface of Government and business. Initially at the Department of Trade and Industry, he spent the early part of his career at HM Treasury, before moving into field of economic regulation at the Civil Aviation Authority. Since 2009 he has worked as a freelance economic consultant, providing advice to a range of companies mainly in the aviation and water sectors. He is currently working for Gatwick Airport on regulatory strategy.
Daniel lives in the Anglian Water region, in Buckinghamshire, with his family. 

Jo Lancaster - Managing Director at Huntingdonshire District Council.

Jo was appointed as Managing Director at Hunts DC in June 2013. She began her career in local government as a technician in the planning department at Dudley Metropolitan Borough Council, and subsequently became a qualified town planner, working in many councils within the West Midlands in both rural and urban environments. Joanne is a strong supporter of good quality, efficient public services and is proud to be a governor at the local regional college.

Drinking Water Inspectorate

The Drinking Water Inspectorate will not attend meetings but will continue to advise for relevant agenda items.