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Since April 2017 businesses and other non-household customers have been able to choose their water and sewerage retailer. This was driven by a government initiative called Open Water to encourage competition in the water industry as well as better, more tailored services for non-household customers. It has created the largest water market in the world and has been the biggest change to the UK water industry since privatisation.
How does it work?
Every non-household customer in England and Scotland has a water retailer and a water wholesaler. Retailers are responsible for billing and customer services and customers are free to shop around and switch their retailer if they wish. Wholesalers are the regional water companies who continue to supply water and treat wastewater.
In the event of an operational emergency, you need to contact your wholesaler. Here you can find their contact details.
We continue to monitor the impact that Covid-19 may have on our customers and their businesses and our Customer Service and Account Management teams continue to be available to provide support and advice throughout the current lockdown period.