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FAQs - Other

Got a question? You may find the answer in the frequently asked questions below. If not, please submit your question and we’ll try to help.

Please note: We can’t tell you who your current retailer is.

You can find this out by checking your most recent water bill. If you can’t find a bill, or have recently moved to new business premises, you can contact any retailer and they can tell you which water or wastewater retailer your premises is currently registered to.

How do I apply for a new water connection or trade effluent consent?

If you need a new water connection: you can either apply directly to the wholesaler responsible for the water services in the area or, if you already have a retailer then it will be able to help you complete the application process.

If you do not have a retailer yet then you can appoint one and ask it to apply for the new connection on your behalf. Either the wholesaler or retailer will have a mechanism in place to review your request.

 

If you require at trade effluent discharge point, you will need to contact your water retailer and complete an application form. Once the water retailer has the correct information, they will submit this to the wholesaler to make a decision.

Your wholesaler may contact you or visit your premises and take samples of your trade effluent to confirm that the quality and strength meets any conditions specified in the consent.

What if I have problems with my bills?

If you have a problem with your bill, firstly speak to your retailer, they should be able to help.

If your problem is not resolved, you should put your complaint in writing to your retailer through its written complaints procedure. You will be able to find information on how to do this on their website.

It is important that your retailer has the opportunity to investigate and respond to your complaint in the first instance.  If following the retailer’s complaint procedure you remain unhappy, you can contact the Consumer Council for Water (CCWater) – the independent statutory body that represents the interests of customers in the water industry. They offer advice and where possible, assistance. They will investigate complaints after the retailer has had a reasonable chance to deal with them and is well equipped to deal with complaints of this nature.

What is advance payment?

Customers on advance payment terms with their Retailer make payments towards their bill before a water and/or sewerage service is received.

Advance payment arrangements can provide customers with a useful way to manage their bills and customers may benefit from improved terms if they pay in advance. However, advance payment customers should be aware that any credit accrued for services that have not yet been delivered might not be recoverable in the unlikely event that their Retailer becomes insolvent.

There are a number of payment arrangements available in the market. Customers can therefore explore what type of available payment arrangement best meets their needs

As of 20 April 2022, Ofwat will be introducing changes to the Customer Protection Code of Practice which are intended to:

  • Ensure that customers have an appropriate level of awareness of the potential benefits and risks of paying in advance
  • Increase customer awareness of the amount of credit they have built up and that alternative payment terms are available in the market; and
  • Require Retailers, where they can do so, to refund credit balances to customers at the end of their contract.

How will you ensure fair competition and ‘a level playing field’ for all retailers?

To operate in the market, all retailers must apply for a licence, the water supply and/or sewerage licence (WSSL). The licence is granted by Ofwat.

Market participants, including retailers are also required to follow a series of market codes that set out the rules for operating in the business retail market – these seek to ensure all retailers are treated fairly and equally. Retailers and wholesalers are also subject to competition law obligations.

Where can I get advice on the retail water market?

You can get help and advice about the retail water market from various places, including the Consumer Council for Water (CCW), organisations that represent your industry or sector, and regional Chambers of Commerce.

There may also be professional consultants that can offer advice and help with the switching process. Third party intermediaries (TPIs) and brokers may also be able to help but they may charge you or the retailers for the service they provide.

You might also want to look at The Water Report’s Customer Guide. This is an independent guide to the market that includes a retailer-by-retailer listing to help you find a retailer that is right for you. Please note that this guide was produced when the market opened in April 2017. Our retailer webpage has the most updated information including any new retailers who were granted licenses since the market opened.

Where can I get updates about the market?

You can keep up to date with the latest news about Open Water and the retail water market using this site, which is the official website for the business retail water market. It is impartial and lists all competitors in the market. Retailers are not charged a fee to be listed.

 

You can also follow @OpenWaterOrg on Twitter.

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