A complete solution for the water industry
As a WIRSAE-accredited debt recovery and contact specialist, iC&R is proud to offer a wide-ranging suite of field-based services tailored specifically to the needs of the UK water industry. With a deep understanding of industry expectations and regulatory frameworks, we work in close partnership with both retailers and wholesalers to deliver effective, compliant solutions on the ground.
Our services include:
Debt Collection
We engage directly with customers through professional, letter, telephony, instant messaging and face-to-face contact to address and resolve unpaid accounts. By taking a respectful and empathetic approach, our agents encourage cooperation and assist customers in finding manageable solutions, helping to reduce bad debt and improve collection rates.Property Checks
Accurate customer data is essential for effective account management. Our team conducts occupancy verification visits to determine whether a property is vacant, tenanted, or in commercial use. We supply photographic evidence and detailed reports to support account updates and ensure billing accuracy.Meter Investigations
We carry out meter inspections to verify accessibility, functionality, and tamper status. Whether investigating suspected faults or gathering usage data, our agents provide clear, on-site reporting to support metering accuracy and operational compliance.Site Investigations
When more in-depth insight is required, we conduct full site investigations. This may include assessing commercial activity, confirming business status, or gathering information relevant to supply conditions. Our findings support wholesalers and retailers in making informed, evidence-based decisions.Temporary Disconnections & Reconnections
In cases where service interruption is necessary, we manage temporary disconnections and reconnections in accordance with industry regulations and best practice. This service is delivered safely, professionally, and with customer communication at its core, minimising disruption and facilitating swift resolution where possible.
Our field-based approach provides real-time insights and high-quality data, ensuring our clients receive accurate information to support their operational and financial strategies. We are committed to supporting fair outcomes and long-term customer engagement while helping the industry meet its compliance and service obligations.
We maintain strong working relationships with the majority of water wholesalers across the UK.
Our team understands the specific requirements and operational standards set by each wholesaler, and we ensure full compliance with their contractual addendums and service expectations. This allows us to deliver a consistent, trusted service that aligns with industry regulations and supports seamless collaboration across the supply chain.
All of our representatives are fully trained and certified to the highest industry standards.
Each team member undergoes comprehensive in-house training as part of their initial induction, followed by mandatory annual refresher sessions to maintain performance and compliance.
In addition to our internal training program, all representatives are certified and registered on the EUSR for Water Hygiene (Blue Card) and SHEA Water (Safety, Health & Environmental Awareness) scheme—ensuring they meet the strict requirements for working safely within the water industry.
Check
We will find out why you have lost contact, if there are any reasons why they havent paid, resolve outstanding disputes and move the account through the process to resolution.
Verify
We will find out which property is using the supply, who is occupying the site, the current meter read with photo backup, if its a new occupier we will gather all of the move in information.
Disconnect
Ultimately if the property is empty, or we cannot resolve the payment issue we will disconnect the supply, inline with WIRSAE scheme and wholesaler addendums.
