Information for Customers
The Business Retail Market
In April 2017, the largest competitive water retail market in the world opened In England and Wales for business, bringing the biggest change to the water sector since privatisation.
The market means 1.2 million businesses, charities and public sector organisations in England are no longer restricted to buying water services from their regional monopoly. Instead, they can shop around, renegotiate, and find the right deal for them. If customers don’t like the service they get, they can take their business elsewhere. (Note the market in Wales is different. Currently only those customer sites using more than 50 million litres of water per year can switch retailer and only for water supply services).
There is a separate water retail market In Scotland. This was the first to open in 2008 and operates similarly to the one in England.
Both markets have an independent regulator.
In England and Wales this is Ofwat and in Scotland the Water Industry Commission for Scotland (WICS).
The markets can help to deliver lower bills, help businesses use less water and allow customers the benefits of improved services, new offers and consolidated billing.
How do the water retail markets work?
The business water markets works like many other open utility markets (such as telecoms, electricity and gas). Retail suppliers buy wholesale services, (the physical supply of water and/or removal of wastewater) and offer a package to sell to eligible customers.
Regional water companies serve non-eligible and household customers.
The business retail water market is open to businesses, charities and public sector organisations with premises that qualify. The ‘non-household’ customers are likely to be eligible if their premises are:
· used mainly for business.
· supplied from a wholly or mainly English or Scottish based water company.
Licensed retailers buy wholesale water services – the physical supply of water and the removal of wastewater – from the regional water companies, who continue to supply your water, treat your wastewater and maintain the infrastructure and pipe networks.
The retailers package these water services with other services and compete for customers.
Customers are free to choose their retailer by looking at who has the best deal for them.
A list of water retailers can be found here
or at
For England and Wales - https://www.open-water.org.uk/
For Scotland - https://www.scotlandontap.gov.uk