Business customers’ smart water meter communication

Smart water meters are being rolled out to business customers across England. CCW commissioned research to understand how businesses experience smart water meter installation and communications, what they expect from the technology, and whether current approaches support engagement, trust and efficient water use.

Key findings

• Water is a low‑engagement service for most businesses, meaning communications about smart water meters often struggle to cut through and are easily missed.
• Awareness of the rollout is vague, with many businesses unsure why meters are being installed and when benefits will be realised.
• Expectations are shaped by smart energy meters, leading businesses to anticipate easy or near real‑time access to usage data.
• Appetite for smart water meters is largely pragmatic, with installation viewed as a necessary but low‑priority task.
• Large businesses have distinct needs, particularly around managing multiple sites and accessing consistent, detailed consumption data.

What this means

The smart water meter rollout is operationally effective, but its potential benefits are being undermined by low engagement, unclear communications and inconsistent access to data. 

Improving clarity, setting realistic expectations and strengthening post installation communication would help ensure that smart water meters deliver meaningful value for business customers over time. CCW will work closely with water companies and retailers to help ensure customers’ information needs  and expectations are met.