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Posted: 11/02/20

Updated information for Tor Water’s customers in South West Water region

Customers affected by Tor Water Limited’s wholesale contract termination with South West Water have been allocated to Pennon Water Services Ltd following a competitive process. We worked closely with the market operator MOSL to switch affected customers, and they should be receiving information from Pennon Water Services soon.

Using our powers under the Interim Supply Code, we stepped in to ensure affected customers were allocated a new water retailer as quickly as possible.

Customers are not tied in to their new retailer and can still shop around for the best deal in the business retail market via www.open-water.org.uk.

Frequently asked questions:

Should I switch retailer now?

The choice is yours, but it may be better to wait until Pennon Water Services has got in touch with you. Once you have been contacted by Pennon Water Services you should then ask them to put you on their best deal or you can shop around in the business retail market via www.open-water.org.uk.

I’m already in the process of switching retailer and it’s not yet complete. Will my switch go through?

If your premises are in South West Water’s region and you requested your switch before 30 January 2020, you don’t need to do anything. You will continue to be moved to the new retailer you have chosen.

I’m in credit to Tor Water. Will I get this money back?

You should speak to Tor Water about any money you have paid in advance.

I’m paying back debt to Tor Water. Will I still pay this to my new retailer?

No, you should discuss the payment of any money you owe to Tor Water directly.

How are decisions made?

Having established the number of premises affected by the contract termination with South West Water, we then used a competitive process to determine who should become the new retailer. The new retailer, Pennon Water Services, will be in touch with affected customers to make them aware of the new set-up.

I have been switched to the retailer I previously left – do I have any choice?

The process means that customers are allocated a different retailer to ensure that retail services continue to be provided. Once you have been contacted by Pennon Water Services, you should then ask them to put you on their best deal or you can shop around in the business retail market via www.open-water.org.uk.

Further help and advice

More information on the interim supply process can be found here. If your question isn’t answered and you have concerns about your water supply, problems or complaints, you should contact the Consumer Council for Water at www.ccwater.org.uk.

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