Thames Water has upgraded more than 90,000 business water meters to smart technology, as part of its biggest network upgrade in 150 years - more than half of the company's 170,000 metered business customers now have smart meters.

The company, working with water retailers, is also launching three new demand reduction initiatives for business customers expected to save around 16 million litres of water every day by helping them to reduce demand, cut waste and protect water supplies during one of the driest periods in decades.

The installation of more than 90,000 smart meters across its non-household network means over 50% of its 170,000 metered business customers now benefit from detailed water usage information that helps them identify leaks sooner and reduce unnecessary water use.

The non-household programme has more than doubled in scale compared to the previous five year period, with Thames Water now installing around 2,000 smart meters each month and targeting approximately 27,500 installations during 2026.

The programme includes installations at a wide range of sites, from small independent businesses and schools through to some of the largest commercial and industrial water users in the country. Thames Water has also completed smart metering projects at several complex locations across its region, helping extend the benefits of the technology to more organisations.

Smart meters provide near real-time data on water consumption, helping businesses understand how it is used across their sites and identify potential leaks earlier. The technology is already helping reduce continuous flows of water, which can indicate hidden leaks or equipment issues.

The company has written to thousands of businesses where smart meter data has identified potential issues. In August alone, more than 2,100 letters were sent to customers highlighting continuous water flow that may warrant investigation. Thames Water has seen the proportion of smart-metered businesses showing continuous flow reduce from 34% to 28%.

Water demand reduction initiatives for businesses

Building on the insight provided by smart meter data, in response to the current drought, Thames Water is introducing a package of new non-household demand reduction measures. These include a Smart Water Saver scheme that will reward eligible businesses with bill credits where they reduce water consumption by at least 10% compared to the same period last year.

Thames Water, working with water retailers, is reaching out to business customers with the biggest continuous flow to directly identify and fix the customers’ leaks and other wastage.

The company is also temporarily turning off the water supply to confirmed vacant business premises.

Together, the three initiatives are expected to save around 16 million litres of water every day, with the largest saving of 14.5 million litres a day expected from tackling continuous flow at business premises.

The Smart Water Saver scheme is expected to save 1.1 million litres a day by rewarding eligible businesses that reduce consumption, while temporary supply turn-offs at confirmed vacant business premises are expected to save 0.5 million litres a day.

Thames Water will use smart meter data to identify the biggest opportunities for immediate savings and work directly with businesses and retailers to reduce unnecessary water loss.

Mark Cooper, Head of Smart Metering at Thames Water, said:

"Reaching the milestone of more than 90,000 smart meters installed across our metered business customer base is a significant achievement. Smart meters give businesses access to better information about how they use water, helping them identify issues earlier and make informed decisions about their consumption.

"The insight we're gaining is also helping us better understand non-household demand across our region, identify opportunities to save water and support our plans to secure resilient water supplies for the future. Following the hottest summer on record, it is important we all play our part to protect vital water resources. By combining smarter data with practical support and incentives for businesses, these new initiatives can help reduce waste and protect those resources when they are needed most."

The Smart Water Saver scheme is expected to save 1.1 million litres a day by rewarding eligible businesses that reduce consumption. Targeted work to tackle continuous flow at business premises is expected to save 14.5 million litres a day, while temporary supply turn-offs at confirmed vacant business premises are expected to save 0.5 million litres a day.

The Business Retail Market (BRM)

Since April 2017 water and wastewater services to business customers' premises have been split into wholesale and retail services. This allows business customers (businesses, charities and public sector) to choose their preferred water retailer to buy their water and wastewater services, or if eligible, ‘self-supply’.

Water retailers are responsible for providing the customer-facing service. They will issue bills and dealing with customer contacts, queries and complaints. The wholesaler physically provides clean drinking water and/or wastewater services.

More details about the BRM are available at https://www.open-water.org.uk/for-customers/