Closing the leakage gap: How AI is transforming emergency response in UK water utilities

The UK water sector is entering a defining period. Amid climate pressures and rising public scrutiny, Ofwat has authorised over £700 million to accelerate leakage reduction and aims to cut leakage by 50% from 2017-18 levels by 2050. Despite progress, nearly a fifth of water is still lost daily, making smarter, faster action non-negotiable.

In this context, the traditional model of reactive leak repair is no longer suitable. Ofwat and CCW report that fewer than one in four customers trust their water provider to act in the environment’s best interest—a clear signal that public confidence is fragile. Strengthening that trust requires visible, meaningful change. Embracing predictive, proactive field operations can help utilities meet rising expectations while reinforcing their environmental leadership.

The frontline of leakage response is changing

Field teams are the first line of defence when it comes to leak mitigation. But they often operate under fractured systems: siloed communications, time-consuming permit processes, and limited access to real-time data. These constraints slow down response times, complicate coordination, and lead to avoidable service disruptions.

Delays also translate to amplified risk. A minor leak unaddressed for hours can escalate into significant infrastructure damage, safety hazards, or customer outages. The longer it takes to detect, diagnose, and respond, the higher the cost, both financially and reputationally.

AI is reshaping how utilities prioritise and act

FYLD’s AI-driven frontline intelligence platform is enabling utilities to break away from this reactive model. By transforming frontline workers into real-time data sources and using AI to surface urgent risks and enable faster, more confident decision-making, FYLD helps field leaders reimagine their approach to leakage management.

Utilities using FYLD benefit from:

• Smart notifications and remote supervision  that enable managers and control centres to act before problems escalate

• Real-time video risk assessments that reduce the need for unnecessary site visits

• Integrated permit workflows and live updates, helping field teams reduce delays caused by road closures or local authority approvals

FYLD customers have also seen a 34% reduction in pollution incidents, thanks to proactive workflows, improved incident management, and infrastructure upgrades, delivering both operational and environmental gains.

Enabling operational certainty in an uncertain landscape

Today’s utilities must manage competing pressures: AMP8 performance targets, ageing networks, decarbonisation priorities, and rising customer expectations. FYLD helps teams cut through that complexity by delivering connected problem solving and real-time field visibility.

Field managers can supervise multiple crews simultaneously without being physically present. AI insights flag risks as they emerge, allowing for agile decision-making. This is especially critical in high-stakes environments where a delay of even an hour could mean the difference between routine maintenance and regulatory breach.

FYLD also supports supply chain synchronisation by helping field teams identify and resolve blockers in real time. This reduces downtime, improves coordination across teams, and ensures critical work can move forward without unnecessary delays.

The path forward

As the UK water sector progresses through AMP8, the cost of inaction is becoming more tangible. Environmental fines, reputational damage, and lost public trust are growing risks. But the opportunity is equally significant. Smart, AI-enabled operations can deliver both regulatory compliance and long-term resilience.

Utilities that embrace intelligent field operations today will be the ones that set the standard for the next decade. The future of leakage mitigation isn’t just faster response; it's smarter, safer, and more strategic action. FYLD is helping make that future a reality.

To learn how AI can help your teams prevent leakage before it starts, you can book a demo today.