As CEO of Waterscan, I’m proud of the role our organisation and our Self-Supply customers are playing in shaping a more sustainable and transparent water sector.
I recently submitted our evidence to the Independent Water Commission, led by Sir Jon Cunliffe, and I’d like to share some of our key reflections and recommendations.
There is much to be positive about. The Business Retail Market is working. Self-Supply customers are proof of that: empowered to manage their own water, they are delivering tangible benefits in efficiency, cost control, and environmental performance. The model continues to grow, with Futamura and Intergen joining the community under new licences, and more businesses exploring the opportunity.
However, this momentum must be supported by reform.
If we are to realise the full potential of the market, particularly in the face of environmental challenges and growing commercial demand, the framework must evolve.
Our submission to the Commission outlines several areas where improvements are needed.
Three key priorities for reform
1. An independent, effective complaints process
At present, the process for resolving disputes is not working. Customers lack confidence in a system that is neither transparent nor sufficiently independent. A new regime is needed, and one that can respond swiftly and fairly, and that holds all market participants to account.
2. A smarter approach to Smart Metering
Smart meters offer a critical opportunity to transform how businesses understand and manage their water use. But to fulfil this potential, we must learn from the energy sector. Metering responsibilities could be separated from Wholesalers and supplemented by accredited third party providers. In addition, digital consumption data must be standardised and made freely accessible to customers, with half-hourly data the norm for high users.
3. Inclusive, competitive innovation funding
We must broaden access to Ofwat Funds so that all customers, including Self-Supply licensees, can contribute to and benefit from innovation. The current approach is too narrow and dominated by incumbents. True transformation will only come through open, collaborative effort.
Beyond these priorities, we are also recommending a series of supporting reforms to simplify credit and payment arrangements, align tariff structures across Wholesalers, and strengthen water efficiency incentives, such as reintroducing tax relief through a revised Water Technology List.
At Waterscan, we firmly believe the Business Retail Market has laid a strong foundation. But it is only through targeted reform that we can create a market that is fair, future-ready, and fit to support the UK’s wider environmental ambitions. We are committed to working constructively with the Commission, with regulators, and with our peers across the industry to help deliver that change.
Join us at Water Matters 2025 to understand more about this call for evidence and the recommendations the commission makes to the UK and Welsh governments – scheduled for release on the same day of the event – 19th June.
