One of the biggest changes to the competitive water market since it launched nearly eight years ago reached a major milestone today.
After a series of consultations, trading parties now have an opportunity to give their view on the proposed performance standards, performance charges and performance charge ‘cap’.
Respondents will also be asked for their views on proposals for the Performance Assurance Committee (PAC) to be able to adjust performance standards for each KPI up or down up to five percentage points each year to ensure the KPIs remain stretching but achievable.
It’s all part of a market-wide effort to reform the market’s performance framework (MPF) ‘from the ground up’ to ensure the right activities are being monitored and incentivised in the right way to ensure customers receive a consistently high-quality service now, and in future.
The consultation is now open, closing on Friday 7 March. MOSL will be hosting a webinar on Wednesday 19 February from 1-2:30pm to explain more. The MOSL team will also be hosting an event in London on Thursday 24 April to play back the key themes from the consultation.
Trading parties’ performance against three of the framework’s KPIs are on course to come into effect in April as part of Ofwat’s new combined BR-Mex (Business Retailer and Customer Measure of Experience) incentive framework.
MOSL is also on track to start using the priority KPIs for the first time in April. Over a seven month ‘shadow period’ trading parties will see how they are performing against the new metrics, before they go live in November 2025.
If you have any questions or queries about the programme to reform the Market Performance Framework, please email
