Outcome 1 – Customers pay fair charges that deliver long-term value 

Every pound customers pay for water and wastewater services should deliver value. Our role is to make sure charges are no higher than necessary while enabling the investment needed to maintain and improve services.

We will deliver this by: 

2027-33 charges Setting charge caps to ensure they remain fair and deliver long-term value

Future charges Preparing for future charging reviews so that charges remain fit for purpose

Independent analysis To help inform wider decisions that could affect future customer bills

Challenging costs Challenging costs before they are passed on to customers.

What this means for customers

• Customers pay no more than necessary for water services now and in the future  
• water charges are fair and supported by evidence
• Customers are protected from paying in advance for costs that are uncertain or not yet evidenced 
• Charging arrangements remain transparent and fit for the future
• Decisions affecting future bills are informed by robust and independent analysis. 

Success measures

1. Evidence that charges reflect efficient costs
2. Key charging review milestones delivered on time

3. Uncertain costs (e.g. future energy prices) reviewed before being passed on to customers

    

Outcome 2 – Scottish Water is held to account for performance and delivery 

Customers expect Scottish Water to deliver the services and improvements they are paying. We will monitor Scottish Water's performance, investment programme and delivery plans throughout the 2027-33 period. Where performance falls short, we will challenge Scottish Water.

We will also work with other organisations across the sector to ensure that decisions remain transparent and focused on customer interests. This includes working closely with Scottish Water and others across the water sector to identify, at an early stage, issues that could affect customer charges or investment and work together to find effective solutions. 

We will deliver this by: 

Performance monitoring Monitoring Scottish Water's investment programme and service performance

Data and information Improving the quality, transparency and accessibility of performance information

Working with the industry To identify risks, opportunities and areas for improvement

Independent verification Independently verifying whether commitments and outcomes are being delivered

What this means for customers

• Greater confidence that investment is being delivered as promised. 
• Scottish Water's performance is clearly reported and easy to understand
• Underperformance is identified, scrutinised and challenged where necessary
• There is greater transparency about how customer money is being spent and the value it is delivering.

Success measures

4. Annual performance assessment published on time each year
5. Evidence that underperformance is identified and challenged

6. Improved insight from data and analysis

    

Outcome 3 – Business customers benefit from fair and effective market regulation 

Businesses, charities and public sector organisations rely on a retail water market that is fair, transparent and responsive to their needs. Our role is to ensure that the market works effectively, supports innovation where it delivers value, and provides confidence to customers and market participants

We will strengthen the non-domestic retail market to ensure it is fair, resilient and focused on customer outcomes. We will provide clear, proportionate and evidence-based regulation that gives market participants confidence, supports innovation in the public interest and ensures that the market framework remains robust, transparent and fit for the future.

We will deliver this by: 

Strengthening governance and regulation Improving clarity and effectiveness of market rules

Monitoring market performance Taking proportionate action where standards are not met

Enabling innovation  Smart technologies, better data and market development where is delivers value

Simplifying charging arrangements Greater clarity for customers about the costs they pay.

What this means for customers

• Better service and clearer information for businesses, charities and public sector organisations.
• More accurate billing and improved understanding of water use.
• A market that continues to evolve to meet future needs.
• Innovation is encouraged where it delivers better outcomes and greater value for customers

Success measures

7. Annual Market Health Check completed
8. Material market issues resolved within agreed timescales
9. Market improvement programme milestones delivered

10. Market participant confidence measured annually (maintain or improve)

     

Outcome 4 – Enabling the water sector to work together to deliver better outcomes for customers 

Customers experience one water industry, not a collection of organisations. Delivering value for customers therefore depends on effective coordination between those responsible for policy, regulation, assurance and service delivery.

WICS has a unique role in bringing together evidence, analysis and independent challenge to help organisations navigate difficult trade-offs and make better-informed decisions. By enabling joined-up working across the sector, we can help ensure that decisions are transparent, consistent and focused on the long-term interests of current and future customers. In 2027-33 we will play a more active role in enabling the water sector to work together and deliver better outcomes for customers. 

We will deliver this by: 

Enabling joined up decision-making Working with others across the sector for more effective decisions

Leading independent analysis and challenge Bringing together evidence, analysis and regulatory insight

Identifying and responding to emerging risks Working with others across the sector

Facilitating collaboration Collaboration across the sector to deliver better outcomes

What this means for customers

• The water sector works together on behalf of customers
• Decisions are informed by robust evidence and independent analysis
• Investment, affordability, resilience and performance are considered in a coordinated and transparent way
• Emerging risks and opportunities are identified 
• Decisions across the sector are focused on delivering long-term 

Success measures

11. Key cross-sector programmes and forums delivered as planned.
12. Emerging risks and opportunities identified and addressed through collaborative forums.

13. Evidence that key sector decisions are supported by joint working and WICS’ independent analysis.

     

Outcome 5 – WICS is a trusted, transparent and high-performing economic regulator  

Delivering value for customers depends not only on effective economic regulation, but also on WICS being well governed, efficient and resilient. We will continue to strengthen our organisational effectiveness so that we can respond to future challenges while making the best use of public resources. Our ambition is for WICS to have the expertise, capability and capacity needed to provide robust independent challenge, make evidence-based decisions and secure long-term value for current and future customers.

We will also be more visible and accessible to customers, providing regular updates on our work, publishing clear and accessible information about regulatory decisions, and actively seeking customer views throughout the 2027-33 period. This will help ensure customers understand how decisions are made, how their interests are being protected, and how their feedback has influenced our approach.

We will deliver this by: 

Developing our people and culture Investing in our people and skills to regulate a complex water sector

Better use of technology and digital tools Improving efficiency and decision-making

Improving communication Engaging with customers and stakeholders

Continuous improvement  Continually reviewing how we use our resources to maximise the value delivered via the levy.

What this means for customers

• Customers are kept informed about decisions that affect them and have opportunities to provide feedback and influence our work.
• A trusted regulator acting independently on customers' behalf. 
• Better-informed decisions based on strong evidence and expertise. 
• More value from every pound used to fund WICS. 

Success measures

14. All major regulatory decisions published with supporting evidence 
15. Annual stakeholder confidence measured (maintain / improve)
16. Annual expenditure remains within approved budget
17. People Survey results within upper quartile of comparable public sector organisations