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Find out who you should contact if you have any questions or queries
Day to day operational contact is managed by our Wholesale Operational Service Desk (WOSD). They can be contacted here.
Settlement and contract queries are managed by our Wholesale Commercial team. They can be contacted at wholesale.commerical@affinitywater.co.uk.
We understand that retailers have varying needs regardless of the volume of supply points and we will set up a schedule that fits your requirements. If you would like to arrange an account management meeting with us, please contact the Wholesale Service Desk Manager.
As standard practice, we provide all Retailers (where applicable) with a weekly bi-lateral rejections and cancellations report, as well as a comprehensive monthly report distributed to all Retailers. In addition, we issue regular water resources updates to ensure consistent and transparent communication.
Escalation process
- First Level: Contact our Senior Wholesale Service Desk Analysts or Wholesale Services Team Lead. They manage the shared inbox and are available by phone to assist.
- Second Level: If the issue cannot be resolved, escalate to the Wholesale Service Desk and Contract Manager.
- Final Level: In the unlikely event further escalation is required, contact the Head of Wholesale and Development Experience.
We are also happy to arrange regular operational calls to strengthen day-to-day relationships and discuss escalations in more detail. To enquire, please email wholesaleleads@affinitywater.co.uk.