BLOG: Ofwat’s market outcomes director, Priya Sinha, provides some insight into finding out who your water retailer is
In the early weeks and months of the market, we’ve been spending a great deal of time listening. We’ve been listening to customers – both big and small, business groups, campaign groups, environment bodies, retailers, wholesalers and brokers.
We want to know what others are experiencing and feeling so we can understand the market as a whole.
It has been really useful in highlighting some key points for us to focus on: not least the importance for customers to be able to find and compare prices easily. We’ve put retailers on watch that they must address this and quickly.
One other thing I’ve noticed in recent weeks is that we are receiving calls from customers who are not sure who their water retailer is.
These calls relate to cases where the monopoly water company, who previously supplied them, has decided not to compete as a retailer in the new market. So, for example, Thames Water will not be a retailer in this market and all of their business customers transferred to become customers of Castle Water.
But, of course, like all business customers, they are now free to choose if they stay with Castle or shop around for a new deal.
It’s really important that water companies are clear with customers about who is providing their retail services.
As a quick reference guide for customers who have been affected by a monopoly wholesale company deciding to leave the retail market, we’ve set out where customer accounts were passed to:
Business customer can now choose from any of the retailers in the market and a full list of them can be found here: http://www.open-water.org.uk/for-customers/find-a-retailer/suppliers/english-water-and-wastewater-retailers/