All retailers have passed WICS’ first market-wide review, giving business customers clearer information, stronger service standards and greater confidence in Scotland’s non-household water market.
Business customers across Scotland are set to benefit from higher and more consistent service standards after WICS successfully completed the first Market Health Check for the non-household water market.
The new review assessed whether retailers are delivering against WICS’ Code of Practice, which was developed collaboratively by WICS with input from retailers, Scottish Water, Consumer Scotland and the Central Market Agency. The Code sets clear expectations for the level of service business customers should receive.
WICS has confirmed that every retailer has passed the first Market Health Check, with results now published.
A practical step forward for customers
Introduced alongside the voluntary Code of Practice, the Market Health Check looked at 26 important areas of provider performance, including pre-contract information, billing, complaints handling and customer transfers.
The process was designed to be constructive as well as robust. Rather than simply identifying issues, the collaborative approach employed helped providers make improvements during the review itself.
WICS issued a number of remediations and observations for improvement across all retailers to support better outcomes for customers. These were primarily addressing procedural issues and clarity of communication. Most have already been addressed, with additional time agreed where changes are more complex.
This gives WICS the strongest evidence yet on how the market is working and where further improvements can be made for customers.
Raising the bar across the market
For business customers, the message is clear: WICS has put in place a practical, evidence-based way to check that providers are delivering the standards customers should expect.
The first review has already helped improve processes, strengthen accountability and establish a clearer route to better, more consistent service across the sector.
Mark Cassidy, Director of Markets at WICS, said:
“This is a significant step forward for Scotland’s business water customers. The Market Health Check gives us a clear, evidence-based way to assess whether retailers are consistently meeting the standards customers deserve and to drive improvements where needed.
“Completing the first review gives us real confidence in this approach. It has raised the bar for customer service and created a stronger foundation for a market that works well for customers.”
WICS thanked retailers for their cooperation and contribution to the successful completion of the first Market Health Check.
The next Market Health Check is expected to take place in 2027, giving WICS a regular, evidence-based way to track progress and continue raising standards for business customers.
ENDS
Contact press@wics.scot for further information.
Notes for editors
- The voluntary Code of Practice was developed collaboratively by WICS with input from retailers, Scottish Water, Consumer Scotland and the Central Market Agency.
- The first Market Health Check began on 14 October 2025 and covered 26 areas of assessment.
- All retailers that voluntarily committed to the Code of Practice were required to take part.
- The results of the first Market Health Check have been published on the WICS website.