Water retailers fail to get business complaints down
Water retailers have failed to “turn the tide” on business complaints, which have remained high in the second year of the open market, the Consumer Council for Water has warned.
Less talk, more action
“We cannot hang all our hopes on the bilateral solution”
The retail market must live up to its billing
“Time and again we encounter frustrated customers stuck in the middle of a retailer and wholesaler stand-off”
Business complaints drop for the first time
The number of complaints non-household water customers have made to the Consumer Council for Water (CCWater) about retailers has fallen for the first time since the market opened.
Industry viewpoint: Time to raise awareness of choice
“Retailers should be taking the lead by improving the visibility of their price and service offerings”
More market awareness needed
Research by CCWater shows awareness is increasing, but the majority of SMEs are still unaware of the market – and only 5 per cent of supply points are expected to have switched in year one
Does the water market need a comparison site?
The sector didn’t previously need a comparison website, because customers had no choice in who provided their water and wastewater services. But the opening of the non-domestic water retail market may have paved the way for customers to search online for the best deal
Should Scots and English markets converge?
A unified competitive business retail market would reduce costs but there is little political appetite for it.
4 Aug. 3 min read.
Customers are being double-billed
“At least four” retailers are continuing to bill customers who have switched away from them, leading some market participants to suggest that the water industry “isn’t ready” for competition. New entrant retailer Everflow said it has been contacted by four to six customers a day, after they have received a bill from their previous retailer “as if […]
23 Jun. 3 min read.
CCWater to scrutinise deemed contracts
With as many as 98 per cent of customers on deemed contracts, the Consumer Council for Water (CCWater) has pledged to ‘qualitatively measure’ the experience of customers on such contracts to ensure they are not being disadvantaged.
9 Jun. 3 min read.
Trade Effluent Notices causing confusion
Poor communication between retailers and wholesalers and confusion over roles and responsibilities has left some major water users unable to obtain Trade Effluent Notices (TENs) since the market opened, a Water.Retail investigation has discovered.
26 May. 3 min read.
Is a single emergency number needed for water?
Market participants are broadly supportive of the call for a national emergency number for water, such as the 105 number that has been set up by electricity networks. But some are concerned at the complexity and cost of such a move, which can take up to five years.
28 Apr. 4 min read.