Water market reform

Since April 2017 water and wastewater services to business customers' premises have been split into wholesale and retail services. This allows non-household customers to choose their preferred retailer to buy their water and wastewater services, or if eligible, ‘self-supply’.

We're active members of the Retailer Wholesaler Group and we're working to align with their good practice guidance.

What does it mean?

Retailers are responsible for providing the customer-facing service. They will issue bills and dealing with customer contacts, queries and complaints. The wholesaler physically provides clean drinking water and/or wastewater services.

What if there’s a problem?

You should direct all billing enquiries to your retailer. If you're not sure who your retailer is, please visit Open Water.

You can still contact us in an emergency on 0800 316 9800.

What’s a non-household customer?

Anyone running a business or organisations in premises that aren’t principally a home. This includes businesses from factories to shops, churches, universities, charities and public sector organisations.

Does this mean I'm no longer a customer of Thames Water?

You’re still our customer for operational wholesale services. This means we still treat and transport your drinking water and/or remove and treat your wastewater.

Can I switch retailer?

Yes all non-household customers are able to switch retailer. For more information please visit Open Water.

Becoming a retailer

You'll need to have a Water Supply and Sewerage License (WSSL) from Ofwat. This lets you buy wholesale services to sell to your end customers. Contact us for further details or go to the Open Water website.

Please refer to our wholesale service offering for more information on submitting requests for multiple meters. 

Installing your own data logger

You can attach your own consumption monitoring equipment (logger) to one of our meters but you’ll need to make sure that it doesn’t affect our existing equipment in any way. Where there is already a logger attached to the meter you can fit a splitter that will allow you to install your own logger next to it, at your cost. If you’re uncertain, please contact us.

If you’re unable to fit your own logging equipment, we may be able to provide you with a consumption data service or, you can ask us to exchange the meter so that it can be logged. Alternatively, you may install a private sub-meter downstream of the meter.

Water service intermediaries can ask us to exchange the meter by sending their completed service request form to our Wholesale Service Desk. You’ll need to include evidence of customer authorisation when submitting a service request form.