Guidance

Choose a water supplier for your business

For the first time, over 1.2 million ‘eligible’ non-household customers in England can choose their water supplier (from 3 April 2017).

From:
Crown Commercial Service
Published
30 November 2016
Last updated
2 August 2024 — See all updates

This guidance was withdrawn on

This page has been withdrawn as it is out of date. The Water, Wastewater and Ancillary Services framework expired in March 2021.

For an overview of the agreements that Crown Commercial Service currently offers, visit the search agreement page on our website.

The Crown Commercial Service (CCS) worked with YPO, Eastern Shires Purchasing Organisation (ESPO), North East Procurement Organisation (NEPO), West Mercia Energy, The Energy Consortium and the Ministry of Defence to bring to market the largest public sector water framework in the UK.

Businesses and ‘eligible’ non-household customers can choose their supplier of water, wastewater and ancillary services. More information can be found on the water, wastewater and ancillary framework page.

Eligible customers

‘Eligible’ customers are non-household premises that pay business rates. For example, schools, NHS trusts and local authorities, as well as many more public sector organisations.

Your water company is responsible for making sure that eligibility is assessed correctly, however, there are guidance documents and eligibility checkers available for you:

The benefits of changing supplier

Changing water supplier will allow you to:

  • ask for consolidated billing, electronic billing and more frequent billing

  • consumption and billing data are supplied on your request, including self service online and dynamic viewing

  • receive financial savings from the supply margin

  • receive better customer service, as you have the choice of competing your supply rather than only receiving customer service from your local supplier

  • bring your supplier base to 1 if you have sites in multiple regions, which will streamline your billing and administration

Accessing the framework

The framework went live in April 2017 and will run until at least March 2021, with the option to extend for a further 12 months.

Customer call-off contracts can take place any time during the framework period and be let for up to a maximum of 4 years.

You will need to carry out a further competition under the framework. There is no provision for direct award as it is a new market. Further competition criteria is available within the framework and guidance has been published.

Available services

You can access the full range of water supply and sewerage services that you currently receive from your water supplier(s). Additional services associated with water, including water efficiency are also available. The list of services includes, but is not limited to:

Water supply and sewerage services

  • water supply including emergency provisions
  • sewerage services including wastewater, trade effluent, roads and property drainage
  • metering
  • billing
  • data
  • customer service

Ancillary services

  • automated meter reading goods and services
  • water audit
  • water footprint
  • leak detection and repair
  • cost/spend recovery
  • bill validation
  • benchmarking
  • tariff optimisation
  • legionella services

Actions to take when you come to buy

Get your site information ready so that you can submit this when you come to buy.

Here is a simple guide of what you need to get ready in order to switch supplier:

Essential:

  • organisation name
  • address including postcode
  • annual consumption
  • supply point ID (SPID) - this is a unique reference number for your meter (this should start to appear on your water bills. If you do not have this number you can call to ask your current supplier)
  • contact name at the premises
  • contact phone number at the premises

Desirable:

  • unique property reference number
  • demand profile (for example do you need water services 24/7 or just during business hours?)
  • annual spend

Relationship with retailers and suppliers

You will have a contract directly with your chosen retailer only. They will be responsible for managing all of your water supply and sewerage services, including liaising with the wholesaler on your behalf.

Find out more information on the framework page

If you have any enquiries please email water@crowncommercial.gov.uk

Updates to this page

Published 30 November 2016
Last updated 2 August 2024 + show all updates

  1. Updated the 'accessing to framework' section

  2. Updated after framework went live to reflect current situation.

  3. Updated after framework went live to reflect current situation.

  4. First published.

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