A record number of delegates attended the Institute of Water’s Annual Conference last week, which saw industry leaders and experts present their views on ‘delivering great service’.
The two day event, held on June 5 and 6 in At-Bristol Science Centre, Bristol, was attended by 230 people - the largest turnout for the conference in its 69 year history.
Delegates heard figures from both inside and outside the sector discuss topical issues and best practice around customer service, from the cultural challenge of incorporating good customer service practice into a business, to the impact of technology and climate change.
The introduction of retail competition to the water and wastewater sector in 2017 - which will drive an increased focus on customer service - was a major theme for many presenters.
High profile speakers included Dame Yve Buckland, chair of the Consumer Council for Water, Colin Skellett, chief executive of Wessex Water, Jo Causon, chief executive of the Institute of Customer Service, Cathryn Ross, chief executive of Ofwat, Mary Gober, founder of Mary Gober International and Bob Evans, senior vice president and chief communications officer of Oracle, who flew in from San Francisco especially to attend the event.
Conference chair Heidi Mottram OBE, president of the Institute of Water and chief executive of Northumbrian Water Group commented:
“The conference this year was a fantastic and extra special event covering the key theme for everyone in the water industry - delivering great service.”
“We had a top class range of speakers from as far away as America who came from the water industry and other business worlds to showcase the best customer service and what we can expect it to look like in the future. It was very thought provoking and made us consider the challenges facing the sector and changes needed to address them.
The conference also included the presentation of the Institute’s National Innovation Awards, which recognise innovative companies in the water sector. Pulsar Process Measurement and the Dŵr Cymru Welsh Water’s Innovation Team were awarded first place in the ceremony, while Organica Water was the runner up and Radio Data Networks claimed third place.
With the UK government demanding a 50% reduction in storm overflow spills by 2029, the era of reactive management is over. Speaking in the House of Commons on 21 July 2025, then environment secretary Steve Reed said, “This Government will cut water companies’ sewage pollution in half by the end of the decade.”
ERG, the leading supplier of odour control systems and industrial gas cleaning & thermal systems, has been awarded the coveted King’s Award for Enterprise.
Welsh Water’s new artificial intelligence-driven tool, ORAI, has been shortlisted for three categories at the prestigious British Data Awards 2026 – underscoring the company’s commitment to using cutting-edge technology to deliver better outcome for customers.
Barhale has completed work on two separate Rapid Action Taskforce Spills projects it is carrying out for Severn Trent.
Hear how Scottish Water has completed its £235 million Ayrshire Glasgow Resilience Project - customers across Greater Glasgow, Ayrshire and East Renfrewshire will now benefit from a more secure and resilient water supply.
Hear how United Utilities is accelerating its investment to reduce spills from storm overflows across the Northwest.
Find out more about the remarkable career opportunities on offer at WSP - scroll down to watch the inspirational video.