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  • Information for retailers

    With competition in the water industry fast-approaching, we want new water and sewerage retailers to have access to all the information they need on how we will operate as a wholesaler.

    If you represent a retailer, we guarantee you that after the market opens in April 2017 we will provide a first-class wholesale offering to benefit you and your customers.

    Our aim is to deliver a market-leading service that is:

     Best for Business - Right for Retail

    How we’re getting ready

    We are developing a full suite of ‘market ready’ business processes and systems to ensure both you and us make the transition into the new market smoothly and work effectively together going forward.

    One system you will become familiar with as a retailer is our brand new retailer portal – a central hub designed for you to manage all day-to-day enquires with us. These could include raising requests for operational jobs on behalf of a customer, viewing information from us on planned and unplanned work or completing financial transactions.

    As we are completing the development of the retailer portal, we would really appreciate your opinion and feedback on it. If you would like to volunteer to test it for us, please email with your details.

    Get in touch

    We appreciate that you probably won’t want to manage everything on the retailer portal, so for those instances when you would rather speak to us, we have set up a new wholesale service desk.

    Business- staff in line

    The wholesale service desk is a team of dedicated customer service experts who will be able to assist you with operational enquiries. They will also ensure that you are kept up-to-date on jobs and requests at all times, acting as the main channel of communication between wholesaler and retailer.

    Details of how to contact the wholesale service desk will be made available to you in the run-up to April 2017.

    Spreading the word

    While it’s important that we get ready for this huge change in the water industry, we recognise that it’s just as important for our staff and customers to be fully aware of it to minimise any confusion.

    Since the ‘one year to go’ mark in April 2016 we have reached out to employees via team briefings, lunchtime talks, pop-up events, internal newsletters and a targeted training programme. We are confident that our workforce will have a thorough understanding of Open Water and the changes it brings for us as a business by the time it is live.

    It’s our duty to let non-household customers know what is happening to their water and wastewater services after April 2017. So we’ve explained all they need to know in our customer magazine, provided information on our website and created a handy animation which shows how they can benefit from competition in the water industry.

    For further information, download the retailer leaflets to the right of this page or contact our wholesale account manager on 01225 526 407 or

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