Publications

Consultations

Improving Regulation

Improving the way we regulate the water sector in England and Wales.

Regulating monopolies

This section of our website sets out how we regulate the monopoly companies and the requirements that they should comply with.

Customer service

Our annual service incentive mechanism (SIM) measures customer service. Companies’ will earn rewards or penalties depending how they perform.

Being well run

We set some principles for each company to help guide them in being well run. Companies show how they are meeting them each year.

Outcomes

Each year we check that customers of monopoly companies are getting the overall service and investment that was agreed.

Monitoring financial resilience

We use the information monopoly companies publish is to monitor their financial health and stability – their financial resilience

Information quality

All monopoly water-only and water and wastewater companies in England and Wales publish information on their performance each year. We rate each company on the...

Annual performance report

All companies (including small water companies) will need to submit a, annual performance report for 2015-16 onwards to demonstrate compliance with their separate price controls.

Historic performance

We report on the performance of regulated water companies using the information they publish each year.

Charging

We regulate and oversee a number of different charges that companies set. These cover a range of policy areas

Bills and charging schemes

Companies are responsible for determining their charges. We monitor and approve each company’s water and sewerage charges every year.

Information and assurance

We expect companies be transparent and to provide information to their customers and stakeholders that enables them to understand how the company is performing.

Engaging with customers

Each company will: provide information to customers which empowers them to secure the lowest possible bills and best possible service

Board leadership

We have developed a set of principles that represent the minimum standards for board leadership, transparency and governance for companies operating in the water sector.