Water market needs to deliver for all business customers

Most small and medium-sized businesses are still not reaping benefits from the retail water market in England – and that needs to change.

That’s the message from CCW in our response to today’s publication of the regulator Ofwat’s  fourth annual State of the Market report. This examines how well the market is performing for the business and other non-household customers it serves in England.

It concludes that businesses that are active in the market have benefitted from being able to shop around for a different supplier of retail water services. However it also reveals that competition is working “less well” for smaller business customers.

Responding to the report, CCW’s CEO Emma Clancy said:

“It’s not enough for only large businesses to see benefits – the retail water market needs to deliver for small and medium-sized business customers too. Satisfaction levels with retail services remain unimpressive and complaints far too high.

Given that a third of business customers told us they had been severely impacted by the pandemic, it’s even more critical they have confidence the market has something to offer them. That might be receiving help to save water and money or exceptional customer service. We will continue to work collaboratively with the sector to strengthen customer protection and help people make a more informed choice.”