The Independent Challenge Group

Dr Ana Maria Millan

Dr Ana Maria Millan is a Policy Manager at the Consumer Council for Water (CCW). She has worked in the water sector for over 20 years in academia, consultancy and in policy making. Ana’s main interests are demand management, climate change, the water environment and helping people to understand why saving water matters.

She also works with another company in the South East of England to represent water consumers through her work.

She's a Civil Engineer with an MSc and PhD in water resources management.

Jonathan Sellers

Jonathan Sellers is a water company Account Manager in the Environment Agency. Jon’s role is to provide an overview of environmental performance and planning matters for water companies in the South East and challenge companies to achieve better environmental outcomes.

Areas of particular interest include, Water Industry National Environment Programme, River Basin Management Planning, Water Resources Planning, water company Environmental Performance Assessment  water efficiency and the Price Review process. Jon is also a member of South East Water Customer Challenge Group.

Prior to the Agency Jon has worked as social investment manager in the health sector and ran his own environmental consultancy, specialising in fisheries and habitat management.

Dr. David Holden

Dr. David Holden has worked in customer research and engagement for over 25 years, with a specialism in 'willingness-to-pay' studies, holding a PhD. in that area.

He has a strong appreciation of stakeholder research in regulated markets and previously sat on the Heathrow Consumer Challenge Board and Ofcom's Consumer Communication Panel. He currently sits on Electricity North West's Customer Engagement Group.

Areas of particular interest include customer journey, complaints handling and resolution, vulnerable customers, balancing competing stakeholder priorities, competition and economic regulation.

Anthony Smith

Anthony Smith is the Chief Executive of Transport Focus the independent statutory consumer watchdog for Britain’s rail passengers, users of the Strategic Road Network and bus, coach and tram passengers outside London.

Transport Focus uses its substantial evidence base to drive change for all transport users. Anthony qualified as a solicitor then worked for five years as principal consumer lawyer for the Consumers’ Association, publishers of Which? This was followed by a year as the legal consultant for Consumers International, a worldwide federation of consumer groups.

Prior to joining Transport Focus, Anthony was deputy and acting director of ICSTIS, the then regulator of premium rate telephone services.

Unette Spencer

Unette is Vice President, Customer Solutions for UK&I Division at Mastercard and plays a critical role in ensuring customers receive curated and relevant solutions to drive market differentiation, market share and revenue. Unette is a specialist in customer insight and loyalty consulting with over twenty five years’ experience gained at CACI, dunnhumby and Mastercard and has worked with international retailers in a territory spanning Europe, South America, and South Africa. She combines her retail, FMCG and loyalty expertise to drive solutions within the commercial value chain of Fast Moving Consumer Goods (FMCG) & Retail industries leveraging the latest developments in FinTech, data insights and retail technologies. Unette has provided customer strategy expertise and consultancy, directly to the C-suite and senior management: sharing best customer centric practices across the business to drive loyalty and customer engagement through data led decision making.

Bob Winnington

Bob Winnington has 30 years' experience in the Banking Sector, including a diverse range of positions within Lending Control, Relationship Management, Area/Regional Management and Senior Service Management. He combines this with many years' experience as a Customer Service Strategy Consultant working across a range of sectors including over six years at the Institute of Customer Service as a National Account Director.

Bob joined the Money Advice Liaison Group in 2016 since which time he has led a transition of the not-for-profit membership organisation to develop an engaging, inclusive and diverse business with a strong focus on working together to support the lives of people in problem debt”. MALG is an agile organisation passionate about meeting and developing the needs of its members in a rapidly changing world. This has led to the establishment of a strong virtual presence alongside the provision of national and regional face to face events and meetings.

Bob is proud to be a member of the Affinity Water ICG and is keen to work with all those involved in the money advice and personal debt arena to collaborate on 'game changing' solutions that don't just meet the immediate needs of consumers today. This includes the increasing challenge of supporting vulnerable customers and addressing the long term eradication of problem debt through the proactive and meaningful use of inclusive technology.

Todd Holden

In a variety of local, regional and national roles Todd has spent 30 years helping companies and decision makers adopt innovative low carbon, energy efficient policies and solutions which have strong economic benefits. Working at CEO and Board level combined with his relevant academic background has given him a broad and deep understanding of the key social, political, scientific, and practical issues relating to the zero carbon agenda. Working in complex partnerships has developed strong interpersonal and communication skills, having worked in the private, third and most recently the public sector and regulated utilities, he is an accomplished public speaker with the ability to inspire and lead others.