Understanding the roles of wholesalers and retailers is key to navigating the water industry as a business customer:
Wholesalers: Handle the supply of clean water, wastewater management, and maintenance of infrastructure like reservoirs, pipes, and sewers. They ensure the availability and quality of water.
Retailers: Serve as intermediaries between wholesalers and business customers. Retailers like Source for Business manage billing, customer service, account management, and offer water efficiency services.
Since the water market deregulation in April 2017, business, charities, and public sector organisations can choose their water and wastewater retailer, allowing for better service and competitive pricing. Retailers handle customer-facing services, while wholesalers maintain the water supply and infrastructure.
When it comes to payment, you receive a bill from your retailer, who then pays the wholesaler on your behalf.
Note: Within your property boundaries, you’re responsible for maintaining pipework, drains, and plumbing fixtures. If there’s a leak on your property, it’s your responsibility to repair it promptly to avoid unnecessary costs. For guidance on leak detection and repairs, see our How to find a leak page.