Thames Water told to change how it installs smart meters and make data available to third parties, after investigation by Ofwat

Ofwat has confirmed that Thames Water will change how it installs smart meters and will make the data from them available to retailers for free. This follows on from a consultation on the proposals in February.

Thames Water had to make several formal commitments to address concerns over the company’s approach to smart metering and water usage data, which have now been accepted by the regulator.

Monopoly providers, such as Thames Water, have a responsibility to ensure that their actions do not harm competition in active markets. Ofwat opened the investigation because it was concerned Thames Water unfairly removed or limited access to water usage data used by retailers and third parties – key information for detecting leaks, ensuring water efficiency and the accuracy of bills.

Throughout the investigation Ofwat has challenged Thames Water to address these concerns and, more generally, the way in which it considers how its conduct will affect its customers. The new commitments from Thames Water include more details on:

  • how it will meet customer requests for loggable meters;
  • the removal of subscription charges for data services, and;
  • how it will provide compensation where it had lost or damaged others’ logging equipment when replacing meters.

The commitments Thames Water has offered will help to ensure that their actions do not harm competition. It will give retailers and third-party providers more confidence that they will be able to access the water usage data they require on fair, reasonable and non-discriminatory terms so that they can offer improved services to their customers.

Emma Kelso, Senior Director of Markets and Enforcement, said: 

“We opened this investigation because we were concerned that Thames Water’s smart metering policy was disadvantaging customers. The package of commitments Thames Water has now put forward has addressed our concerns and will help rebuild trust with customers and other parties who rely on its services.

“Smart meters can provide many benefits and as other companies start to roll out smart metering programmes there will be some helpful lessons to draw from this investigation.”

Thames Water will have to report regularly to Ofwat on its implementation of the commitments agreed through this investigation. Accepting the commitments made by Thames Water, including the amendments from the consultation, has resulted in the closure of the investigation without a finding that Thames Water has broken competition law.



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