Serving parts of North West London and the Home Counties.

Retailers - Frequently Asked Questions




What is Open Water?

The Government has launched a national programme called Open Water that will allow non-household customers, e.g. businesses, charities and public services to choose their water and wastewater retailer for the first time, regardless of location.

The new market will work like many other open utility markets in the UK, such as telecoms, electricity and gas.

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What are the timescales for the changes?

From April 2017 all eligible non-household customers in England will be able to buy their water and waste water from a retailer of their choice.

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I am a retailer, can I manage my account online?

Yes, you can. Our Retailer portal, Swim-pool, will allow you access to all of the market designed processes and a jeopardy management tool.

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What support is available for retailers?

Our Retailer portal, Swim-pool, will allow our Retailer customers to contact us about any joint processes or queries. We will also be having regular management meetings at intervals to suit you, monthly, bi-monthly etc.

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Where can I find information about incidents and unplanned events?

We will continue to publish notifications of unplanned events on our website, providing updates frequently and offering a sign up opportunity so we can update you by text.

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Can you tell me more about meters and metering?

We currently have 2416 meters which are read monthly and 63435 read bi-annually. There are 31 cross-border meters and 353 data loggers across our 3 regions.

We can currently offer 9 of the 15 available AMR/Dumb meters.

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Do you have an accredited entities scheme?

We are not offering an accredited entity scheme during the first year of the new market but will review this decision during that first year of operation.

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What are your plans for the future?

We will be monitoring our processes carefully during the first year and will add services and functionality, as needs arise. We hope to offer a meter reading service within our regional area and we’ll be finalising the details by the end of this year.

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How do I contact you?

You can call the team on 0345 350 3677 (Monday to Friday 8:00 am to 6:00pm) or email

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