No enforcement for Water Plus as WICS finds licence breaches to be trivial

(by Karma Loveday)

WICS will not take formal enforcement action against Water Plus, after the investigation it launched in November 2025 into licence condition breaches concluded these were minimal and have been addressed.

The breaches related to transfer meter reads, default standards payments, the early termination of fixed-term contracts, and the required duration of the cooling off period as stipulated by the Code of Practice. The regulator found the problems to be the result of administrative errors and delays in updating policies or procedures – not deliberate subversion. Moreover, WICS recognised the constructive nature of Water Plus’ behaviours, including the provision of redress to affected customers.

Mark Cassidy, WICS’ director of markets, said: “Water Plus engaged openly with our investigation and took prompt steps to address the issues identified. The breaches only affected a small number of customers over a limited timeframe, were administrative in nature and did not indicate systemic noncompliance or an attempt to gain an unfair competitive advantage.

“Given the limited impact of the breach, the cooperation shown and the redress proposed for affected customers, we consider it appropriate and proportionate to conclude the matter without enforcement action. We will continue to intervene where necessary to uphold market integrity and protect customers’ interests.”

Tony McHardy, managing director at Water Plus, welcomed WICS’ decision and approach and said: "We have updated our processes to address the limited instances, and WICS have confirmed there are no further actions for us to take. We continually review customer journeys and processes to introduce enhancements for our customers.”