WICS hails better service for businesses as all Scottish retailers pass health check

(by Karma Loveday)

The Water Industry Commission for Scotland (WICS) has reported raising the bar for non-household customers in Scotland after giving pass marks to all retailers under its first Market Health Check (MHC).

The regulator assessed whether retailers are delivering against WICS’ Code of Practice, which sets expectations for the level of service business customers should receive. This involved scrutinising 26 important areas of provider performance, including pre-contract information, billing, complaints handling and customer transfers.

WICS explained that it took a constructive and collaborative approach to the process, issuing remediations and observations for improvement rather than just identifying issues. These were primarily about addressing procedural issues and clarity of communication. Most have already been addressed, with additional time agreed where changes are more complex. As a result of the action, WICS said the MHC had 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.”

The next MHC will take place in 2027.