Water market reform needs to deliver resilience customers can see

Last week, our team joined discussions at the Westminster Energy, Environment & Transport Forum conference on the future of water markets in England and Wales. 

It came straight after the UK’s hottest summer on record. England had its driest July since records began, and by August 45 million people were living in drought areas. Not surprisingly, resilience came up in almost every session. 

The discussions reinforced several priorities for us at Water Direct: 

Contingency planning needs to be part of the service. 

Businesses are now asking what happens if the water goes off, not just what it costs. Contingency planning is starting to sit alongside leakage, compliance and data as part of the water services organisations expect. In our customer conversations this summer, we’ve seen growing interest in planning ahead and understanding how alternative supplies would work. 

Resilience needs to keep pace with market growth. 

As independent water and sewerage providers take on new developments, continuity arrangements need to be clear from the outset. Customers need to know who will respond and how essential supplies will be maintained. 

Shared information matters most under pressure. 

Much of the sector still relies on phone calls, spreadsheets and paper. That’s most painful during an incident, when water companies, operations teams and delivery partners all need the same view of what’s needed, what’s available and what’s been delivered. Information must be shared and usable during an incident, when information is scattered, coordination slows down just when time matters most. 

Investment needs to translate into delivery. 

Long-term infrastructure improvements are essential. More capacity and better coordination between networks matter, but customers also need an effective response on the day: water reaching the right place, clear communication and confirmation of delivery. 

If your organisation hasn’t reviewed its water contingency arrangements since the summer, now is a good time to check what your site would actually need.