What United Utilities Innovation Lab does

United Utilities Innovation Lab is the corporate innovation function of United Utilities Group PLC, the regulated water and wastewater monopoly for the North West of England. The Group, founded in 1865 and listed on the London Stock Exchange (ticker: UU.), operates under statutory appointment from Ofwat and serves approximately 7 million customers across Cheshire, Cumbria, Greater Manchester, Lancashire, and Merseyside through its core operating subsidiary United Utilities Water Limited. The current AMP8 regulatory cycle (1 April 2025 – 31 March 2030) underwrites a £13 billion infrastructure investment programme described as the largest upgrade to North West water services in over a century, including the 62-mile Thirlmere pipeline now serving 80,000 West Cumbria homes and businesses.

The product portfolio is anchored in core water supply and wastewater treatment infrastructure, layered with digital customer-facing platforms: the MyAccount self-service portal, a mobile app, smart metering for automated consumption tracking, the Property Searches conveyancing platform (CON29DW drainage and water enquiries with 48-hour turnaround), Priority Services for vulnerable customers, and the Safe Dig underground-asset coordination service. AI is deployed narrowly for customer-call transcription and analysis, and Microsoft 365 Copilot is used internally for document drafting.

The business model is fundamentally a regulated, subscription/recurring revenue utility. Household charges are either metered (usage-based) or unmetered (assessed), billed monthly, with social tariffs (WaterSure, WaterSurePlus, Low Income Water Discount) and a PayAsUGo option. Non-household revenue is generated through wholesale charges to licensed retailers in the open water market and trade effluent services. Developer services (connection charges, building-over-pipes, property searches) contribute transaction-fee revenue. The go-to-market is multi-channel — MyAccount self-service, phone contact, dedicated business account management, and the licensed-retailer wholesale channel — supported by a multi-stakeholder partnership ecosystem including National Trust, Forestry England, Natural England, the Environment Agency, AtkinsRealis, and Jacobs.

Name

United Utilities Innovation Lab

Legal name

United Utilities Group PLC

Website

https://unitedutilities.com

Company type

Public

Founded year

1865

Operating status

Operating

Headcount range

11–50 employees

Short description

United Utilities Innovation Lab is the innovation function of United Utilities Group PLC, the Ofwat-regulated water and wastewater monopoly serving approximately 7 million customers across the North West of England under a £13 billion AMP8 investment programme through 2030.

Ownership category

akta.pro rank

Product category

Water and Wastewater Utility Services

NAICS

Water, Sewage and Other Systems (2213), Water Supply and Irrigation Systems (221310), Sewage Treatment Facilities (22132)

SIC

Water Supply (4941), Sanitary Services (4950), Water, Sewer, Pipeline, Comm & Power Line Construction (1623)

akta.pro primary industry

Water Supply & Wastewater Utilities Administration (BPAIACAG)

akta.pro secondary industries

Raw Water Conveyance & Transmission (Aqueducts, Mains, Pumping Stations) (EUANAAAB), Program/Project Controls (Cost, Schedule, Risk, Governance) (EUANALAC), Design & Engineering for Renewal/Expansion (Pipelines, Pump Stations, Treatment Plants) (EUANALAD), Water & Wastewater Utility IoT (SCADA, Leak/Quality Monitoring) (EUADAPAK), Regulatory Compliance Monitoring & Reporting (SDWA/CWA/NPDES, permits, audits) (EUANAJAA)

Keywords

• Water utility services
• Wastewater treatment services
• Smart water metering
• Property search services
• Water infrastructure management

Headquarters

HQ city

Warrington

HQ country

United Kingdom

HQ region

Europe

Offices2 records

Markets served

GTM type

B2B and B2C

Offering type

Services

Cost components

Infrastructure, Operations, Personnel, Technology or R&D, Marketing or Sales

Revenue model

1. Household Water and Wastewater Charges: Charges for water supply and wastewater services to residential customers. Includes metered charges based on water usage and unmetered assessed charges.
2. Business and Non-Household Water Services: Water and wastewater services provided to businesses, charities, public sector organisations, and licensed retailers. Includes wholesale charges, trade effluent disposal, and property search services.
3. Developer Services: Services for developers and builders including connection charges, building over or near pipes, and property searches for conveyancing.

Pricing tiers

Go-to-market motion1 record

Distribution channels5 records

Marketing channels6 records

Core offering

United Utilities operates as the regulated water and wastewater undertaker for the North West of England, providing water supply, wastewater collection and treatment, and related services to approximately 7 million household and business customers. The company offers digital self-service platforms (My Account portal and mobile app), smart metering technology, property searches for conveyancing, Priority Services for vulnerable customers, and developer services for new water connections. Core operations are supported by a £13 billion infrastructure investment program over the 2025-2030 AMP8 regulatory period.

Product overview

United Utilities Innovation Lab operates as part of United Utilities Group PLC, the water and wastewater undertaker for the North West of England. The company's portfolio consists of core water and wastewater services supplemented by customer-facing digital platforms. The primary offerings include water supply and wastewater management infrastructure, supported by digital services such as the My Account online portal and Mobile App for customer self-service. Property Searches provides official drainage and water enquiries for property conveyancing, while Smart Metering technology enables automated consumption tracking. Priority Services offers additional support for vulnerable customers, and Safe Dig coordinates underground asset protection. United Utilities Water Limited serves as the licensed water and wastewater undertaker, with subsidiaries including United Utilities Energy Limited, United Utilities Bioresources Limited, and United Utilities Water Finance PLC providing specialized services.

Differentiator

Problem solved

Functional benefit

Brands

• Innovation Lab: Innovation Lab under United Utilities focused on developing new solutions for water management, sustainability, and customer service improvements.

Products and services

• Water Supply and Wastewater Services Core regulated water supply and wastewater collection and treatment services for residential households, businesses, charities, and public sector organisations across the North West of England, including metered and unmetered household charges and wholesale services to licensed retailers.
• My Account Online Portal Digital self-service portal enabling residential customers to manage their water accounts, view and pay bills, submit meter readings, notify of home moves, and register for Priority Services online.
• Smart Metering Smart water meters installed at homes and businesses that enable automated meter reading, real-time water usage tracking, and consumption analytics for billing efficiency and customer water management.
• Property Searches Official domestic CON29DW drainage and water enquiries as part of the conveyancing process, plus commercial conveyancing searches and map-only services for property transactions in the North West of England.
• Priority Services Free support service for customers needing additional assistance, including translation services, accessibility accommodations, password schemes, vulnerability support registration, and bereavement notifications.
• Safe Dig Service to help prevent damage to underground water and wastewater pipes when digging or carrying out construction work, providing asset mapping information and utility coordination for construction professionals and homeowners.

Quantifiable outcome

• Serving 7 million customers across Cheshire, Cumbria, Greater Manchester, Lancashire and Merseyside
• +2 more outcomes

Named customers4 records

Segments4 records

Ideal customer profiles4 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

AI capability2 records

Feature2 records

Partnerships

Seven partnerships are on record, tiered minor and core.

• AtkinsRealisminorImplementation/ SI/ Consulting Partner · 1 January 2025Engineering and design consultancy appointed to undertake outline design work for Ennerdale Water scheme as part of AMP8 funding cycle (2025-2030).
• National TrustcoreStrategic or Co-development PartnerWild Ennerdale partnership led by National Trust with United Utilities as primary landowner in the Ennerdale valley. Partners work together to restore Ennerdale Water to a natural state while maintaining public access. The Wild Ennerdale Stewardship Plan is jointly managed with regular reviews and updates.
• Forestry EnglandcoreStrategic or Co-development PartnerPartnership in Wild Ennerdale initiative, working with United Utilities and other organisations to manage and restore the Ennerdale valley landscape and biodiversity.
• Natural EnglandcoreStrategic or Co-development PartnerGovernmental partner in Wild Ennerdale and stakeholder in water abstraction licensing decisions. Required partner for habitats directive compliance and environmental protection. Part of Compensatory Measures Agreement for Ennerdale Water.
• Environment AgencycoreStrategic or Co-development PartnerRegulatory partner for water abstraction licenses and environmental compliance. Joint stakeholder on Project Steering Group for Ennerdale Water restoration. Partners on habitat restoration and flood risk assessment.
• Lake District National Park Authority (LDNPA)coreStrategic or Co-development PartnerPlanning authority partner for Ennerdale Water project. Engagement with LDNPA Public Rights of Way Officers for access management during construction and long-term recreational use planning.
• JacobsminorImplementation/ SI/ Consulting PartnerSpecialist consultant partner that completed feasibility study for Ennerdale Water infrastructure removal as part of Water Industry National Environment Programme (WINEP).

Scale indicators5 records

Recent moves6 records

Expansion highlights4 records

Direct peers

• Severn Trent: Severn Trent is another large Ofwat-regulated water and wastewater undertaker in England (serving the Midlands), operating under the same price-control framework as United Utilities with comparable household, business, and developer-services revenue streams.
• Northumbrian Water: Northumbrian Water Group operates regulated water and wastewater monopolies in the North East of England, providing a close regional peer for United Utilities on geography, customer mix, and regulatory exposure.
• Dŵr Cymru Welsh Water: Dŵr Cymru is the not-for-profit water and wastewater monopoly for Wales, operating under the same UK regulatory framework as United Utilities and serving a comparable mix of household and business customers.
• Thames Water: Thames Water is the largest Ofwat-regulated water and wastewater company in England by customers served, operating as a regional monopoly under the same statutory framework as United Utilities.
• Anglian Water: Anglian Water is a regional Ofwat-regulated water and wastewater monopoly in the East of England, comparable to United Utilities in scale, capital intensity, and reliance on price-control settlements.
• Pennon Group: Pennon is the parent company of South West Water, a directly comparable regional water and wastewater monopoly in England with similar regulatory, environmental, and operating characteristics to United Utilities.
• Yorkshire Water: Yorkshire Water is a regional water and wastewater undertaker in England operating under the same Ofwat regulatory model, with comparable household, business, and developer-services offerings.
• Wessex Water: Wessex Water is a regional water and wastewater undertaker in the South West of England, comparable to United Utilities in regulatory model, customer structure, and environmental compliance obligations.

Broad incumbents

• Veolia Environnement: Veolia is a global environmental services group with major water and wastewater utility operations across multiple geographies; it competes with United Utilities' broader platform including international and industrial utility solutions.
• American Water Works: American Water Works is the largest US-listed water and wastewater utility, offering a close international analogue to United Utilities in regulated water monopoly operations, customer scale, and infrastructure-driven returns.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Xtwitter.com/unitedutilities
• YouTubeyoutube.com/user/unitedutilities
• Facebookfacebook.com/OfficialUnitedUtilities
• LinkedInlinkedin.com/company/united-utilities
• Instagraminstagram.com/unitedutilities

Compliance4 records

Revenue estimate

Valuation estimate

Number of profiles

Subsidiaries9 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments6 records

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about United Utilities Innovation Lab