Background
Anglian Water faces one of the toughest water resource challenges in the UK. Without any action, the company is forecast to face a shortfall of 593 megalitres of water per day by 2050, roughly half of the water currently supplied across its network.
Operating in the driest region of England, Anglian Water has very limited surplus water available to meet future demand. The company also faces tight environmental regulations that restrict how much water it can take from natural sources, and there are few opportunities to trade or share water with neighbouring regions. With supply-side options so constrained, Anglian Water has to make the most of the water it already has, improving efficiency, reducing leakage, and helping customers use less water.
Recognising that incremental improvements would never match the scale of the challenge, Anglian Water set out early to pursue a scalable, data-driven approach to managing demand and building long-term resilience.
Solution
Laying the foundations in AMP5–AMP6
This forward-looking approach began to take shape more than a decade ago, when Anglian Water first explored how advanced metering infrastructure (AMI) could transform the way it managed water resources. An early industry pioneer, the company identified smart water metering as the key to achieving that transformation, providing the data and insight needed to detect leaks faster, engage customers directly in water efficiency, and build a stronger, more sustainable network.
The idea was rooted in customer focus. As Doug Spencer, Anglian Water’s Smart Metering Lead, reflected:
“It really all started back in AMP5 with Louise Mitcham. The first Head of Metering, Louise’s background was customer service through and through, and she made sure the vision for smart metering was all about the customer.”
That philosophy shaped Anglian Water’s early proof-of-concept trials during AMP6 in Newmarket, Colchester, and Norwich. These trials weren’t about testing technology. They were a chance to prove how smarter data could drive real customer engagement and more informed conversations about water use. Working with Arqiva and Sensus, Anglian Water tested the potential of smart metering across different topographical settings using Arqiva’s FlexNet private radio network (412–414 MHz), a secure and reliable protocol capable of transmitting high-quality data at scale. The results were clear: the technology worked, the data was accurate, and the partnership aligned in ambition, expertise, and values to support Anglian Water’s customer engagement programme.
Scaling up in AMP7
Building on the success of those trials, and following another successful procurement process, AMP7 (2020–2025) marked the shift from concept to full-scale implementation. Anglian Water and Arqiva launched one of the most ambitious smart metering programmes in the UK, installing 1.1 million smart meters across the region.
From the outset, the programme aimed high. The goal was to deliver what the team proudly called a “Rolls Royce” AMI system, not just a functional rollout, but an industry-leading platform for performance and reliability. Targets included 97% customer coverage, 99% of meters connected, and 95% of those meters delivering at least 22 reads per day.
Even in the face of major challenges, from Covid-19 lockdowns to global microchip shortages and supply chain disruption, the partnership held firm. As Lindsay Congreve, Anglian Water’s Head of Metering, observed,
“The relationship weathered the storm because, at an operational level, we’ve always had the same aim. From the outset, Arqiva made it absolutely clear how committed they were to delivering our vision.”
Deployment was planned zone by zone, ensuring strong operational control and clear, proactive communication with customers. This careful sequencing kept communities informed and interested, supporting strong technical delivery while improving the overall customer experience and engagement. The approach supported the company’s wider ambition to be a top performer in the Customer Measure of Experience (C-MeX) league table.
Strengthening the partnership
As the rollout progressed, the collaboration between Anglian Water and Arqiva deepened further. As Doug Spencer noted,
“We found through the proof-of-concept trials that everything was a good fit. We shared the same vision for how it should be delivered — and that’s continued throughout. Arqiva has always been receptive, and it’s been a genuinely award-winning partnership.”
Strong relationships at all levels helped maintain quality and consistency. For Anglian Water, Arqiva’s Customer Success Manager has been integral, as someone who “knows every part of the operation and everyone involved,” while the appointment of an Account Director with a deep background in the water industry brought vital context and continuity.
Across four consecutive procurements, Anglian Water found that Arqiva consistently offered the best balance of economic performance and confidence in achieving the company’s ambitious KPI targets, a testament to both technical excellence and shared long-term commitment.
Rolling out through AMP8
Following another successful procurement cycle, the focus in AMP8 is on further expansion and optimisation. A further 1.2 million smart meters are set to be installed across the region by 2030, delivered through the same proven alliance model with Kier Group and Clancy that has driven the programme’s success to date. With stable technology, experienced delivery teams, and a mature operational setup, Anglian Water has transitioned from rapid rollout to refinement. As Doug Spencer says,
“It feels like we’ve flicked a switch. We’re no longer scrambling to get meters in — we’re now focused on what’s working, what’s not, and how we can keep improving.”
From early trials to a regional-scale rollout, Anglian Water and Arqiva have built an enduring partnership that continues to set new standards for smart metering in the UK. Together, they are proving how technology, collaboration, and customer focus can come together to deliver lasting value — for people, for water, and for the environment.
Results
Transforming customer engagement through data
A key element of Anglian Water’s smart metering rollout has been the creation of a customer portal, giving households direct access to their own water-use data. This visibility has helped customers understand their consumption patterns and encouraged them to make positive changes. The portal also enables personalised “nudges” and advice, helping people reduce water waste and manage their bills more effectively.
As Lindsay Congreve explained,
“We’re getting in touch with hints, tips, and updates on how their consumption is going. So, they’re hearing so much more from us than previously when the annual bill might be all a customer would see.”
This more transparent, data-driven relationship has had a measurable impact on trust. A recent customer engagement study found that trust in Anglian Water is 15% higher among customers with a smart meter compared to those without, largely because these customers have been directly supported to fix leaks and save money through improved water efficiency.
What’s more, the programme has delivered a material uplift in customer satisfaction (C-MeX). Among customers with a smart meter, 52% say they trust Anglian Water. 43% agree that Anglian Water offers good value for money, compared with 29% of customers without a meter.
“We’ve been amazed by the number of customers engaging with us at a really good level. We get a lot of very positive testimonials from our customers.”
Tackling customer-side leakage at scale
Smart water metering has delivered a step change in Anglian Water’s ability to identify and respond to customer-side leaks. Since April 2021, Anglian Water’s smart water meters have identified 577,410 continuous flows.
In 2024 alone, the company handled over 170,000 continuous flow identifications, compared with around 9,000 a year before AMI metering, a transformation Doug Spencer describes as “a paradigm shift.”
With 1.4 million AMI meters connected and operational, Anglian Water now has the largest operational smart metering base in the UK water industry. The data gathered has far exceeded expectations, both in scale and in impact. As Doug Spencer revealed,
“Certainly, the magnitude of customer-side losses has completely surpassed our estimates. We thought we had a pretty good handle on performance from our proof-of-concept trials, but we’ve had to double the resource to deal with customer leaks because it’s proved such a gigantic piece of work.”
The results have been worth the effort. The company is now ahead of schedule on its AMP8 leakage reduction targets. By January 2026, it had delivered an average reduction of 14.75 litres per household per day across customer supply-pipe leakage and public leakage—exceeding the WRMP target of 11.28 litres per household per day. This improvement equates to a 20 million litre per day reduction in distribution input, reducing overall demand on the network and strengthening resilience. As Doug Spencer notes,
“We’re almost at a point where we’re in touching distance of our target for the end of AMP8 for plumbing loss and service pipe leak reduction.”
Extending benefits beyond households
While the majority of installations have focused on domestic customers, Anglian Water is also extending the benefits of smart metering to non-household and commercial properties. With around 105,000 business premises in its region, the company is now introducing water efficiency visits and outreach programmes to help businesses use data to save water and money.
One initiative with Anglian Water’s schools outreach team has shown particular promise. As Doug Spencer explained,
“There’s a huge difference between going to a school with an AMI meter and going to one without. With an AMI meter, the students can find issues, fix them, and then see the data come down — it’s real, immediate learning.”
Testing tariff innovation
The data and flexibility provided by AMI technology have also enabled Anglian Water to trial new tariff models for the first time. A seasonal tariff pilot offers lower water prices in winter and higher prices in summer, encouraging customers to reduce discretionary water use — such as car washing or garden watering — during peak demand periods. As Lindsay Congreve shared,
“That simply wouldn’t be possible without AMI metering. The savings on that initiative have been very, very significant, and you can see customers reacting and responding by using less water.”
Supporting broader water resource management
Smart water metering is now central to Anglian’s Water Resources Management Plan (WRMP). The availability of precise, real-time consumption data has transformed the company’s ability to forecast, plan, and manage water demand. Doug Spencer observed,
“Our WRMP has really evolved. Now we’re working with actual data rather than estimates. We can more clearly understand where and why figures diverge from our original assumptions. When we see high district meter readings, we can now say, ‘Don’t bother sweeping — we know it’s these specific properties that are affected.’ In DMAs where we’d have suspected leaks in the past, we can now tell that high consumption is genuine use, not leakage. It’s making our operations much more efficient and effective.”
Building for the future
The benefits of Anglian Water’s investment in FlexNet® connectivity are now extending well beyond metering. The company is exploring new applications for the network, including district meter monitoring, pressure management, and water quality programmes. Doug Spencer noted,
“Using FlexNet could seriously drive down communication costs and simplify our hardware. For example, a FlexNet endpoint is much cheaper than an SMS logger, so the potential savings are significant.”
These innovations demonstrate how Anglian Water continues to leverage its smart metering infrastructure as a strategic platform for efficiency, resilience, and environmental benefit.
“We’ve got a myriad of irons in the fire. We’re working across teams to make the most of what this network can do.”
Lasting impact
The results of Anglian Water’s partnership with Arqiva are now being felt across every part of the business, from leakage management and customer engagement to operational planning and innovation. The scale of data insight delivered by smart metering is helping Anglian Water manage demand more intelligently, improve customer trust, strengthen its network for the future, and deliver stronger regulatory outcomes. Anglian Water has reviewed its current performance against Ofwat’s smart metering Performance Commitment Deliverables (PCDs) and, ahead of formal reporting from 2026/27, is confident it will exceed its target. By using technology to make better use of its precious resources, Anglian Water is securing a more sustainable and resilient water future for the East of England.
Let's use data to get your operation flowing
It’s time to find out how the UK’s leading smart water meter provider can help you improve operations, conservation and the customer experience in one seamless, fully-managed solution.
Find out more
Discover the roadmap to smart water metering readiness.
From hitting ODIs to accelerating transformative change, find out how your metering readiness will shape your outcomes in AMP8 and beyond.
Download whitepaper