Switching Business Water Retailer: A Plain-English Guide

Since April 2017, every business, charity and public sector organisation in England has been able to choose who bills them for water. Scotland has had an open market since 2008. Most eligible organisations still have never switched.

What actually changes when you switch

Very little, physically — and that is the point. The wholesaler responsible for the pipes, the treatment works and the water itself does not change. Neither does the quality of your supply or who fixes a burst main. What changes is the retailer: the company that reads your meter, sends your invoice and handles your queries.

Why bother, then?

• Price. Retailers compete on the margin they add to the wholesale charge.
• Consolidated billing. Multi-site businesses can move from a dozen invoices from different regional wholesalers to a single monthly statement.
• Service. Account management, online portals and query resolution vary enormously between retailers.
• Accuracy. A switch triggers a fresh look at your meter, tariff and historic charges — which is often where the real money is found.

The overcharging problem

Water billing errors are widespread and rarely obvious. Common culprits include estimated reads left uncorrected for years, being charged for surface water drainage that does not actually drain to the public sewer, incorrect meter sizing, and charges continuing on a supply that was disconnected. Claims can often be backdated, which is why an audit is worth doing even if you decide not to switch.

How the switch works

1. Provide a recent bill. This identifies your SPID — the unique reference for your supply point.
2. Comparison and audit. We tender to the retailer panel and simultaneously review your historic charges.
3. Contract signature. One agreement covers all your sites.
4. Transfer. Typically two to three weeks. Your final bill from the old retailer arrives once the meter read is agreed.

Common questions

Will my water be interrupted? No. Nothing physical changes.

Can I switch mid-contract? Usually you will need to wait for the notice period, but we can agree terms in advance and time the transfer.

Does it cost anything? Our comparison and audit are free. Retailers pay a commission on contracts placed.

Send us your latest water invoice and we will tell you within one working day whether you are being overcharged.