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Businesses, charities and public sector organisations in England have been able to choose their water and wastewater retailer since April 2017. Ofwat, the water regulator for England and Wales, has kept a close eye on the market and its performance, along with MOSL, the market operator, and The Consumer Council for Water (CC Water). All parties are are committed to transparency about the competitive retail market.


Final quarter and first full year market data (2017-18)

Posted: 31/05/18

MOSL and The Consumer Council for Water (CC Water) have published data on market activity and customer complaints from the final quarter (January-March 2018) and the first full year (April 2017-March 2018) of the business retail water market.

The last quarter of the year saw 29,690 supply point switches. Excluding pre-market switches, this represented the second highest number switches of any quarter.

Complaints data released by CC Water shows that the trend of rising complaints slowed slightly during the final quarter of the year.

Below are some of the charts from MOSL’s report and an infographic with customer feedback from CC Water.

Cumulative switching of service

The total number of switches during the first year of the market was 123,005. This represents a switching rate of 4.6% of the 2.7 million eligible supply points in the market, or 10.5% of the market by consumption.

Proportion of switches in wholesale areas

Switching took place across all regional wholesale areas. However, the greatest activity was concentrated in the wholesale areas in the south and south-east of England.

Consumption profiles

MOSL also monitor switching activity according to water consumption per supply point.

CC Water

CC Water received 972 complaints from non-household customers during the final three months of 2017/18.

The overall total number of complaints for the first year of the business retail water market was 2,782. Most retailers actually delivered a good service and avoided many of the problems encountered by their poor performing competitors.  Most of the complaints received related to service issues that retailers have the power to put right.

View the full data published by MOSL.

Read MOSL’s news release.

Read CCWater’s news release.

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