Who we are
We are the market operator for the non-household retail market in England. This means we sit at the centre of a market of over 1.2 million customers, processing more than 90,000 transactions each day.
We’re responsible for the day to day running of the market, enable new companies to enter the market – and ensure everyone involved is held to account for their performance.
We also work with retailers, wholesalers, customers and stakeholders to identify – and implement – ways to improve the market.
How the market works
The market opened in April 2017, allowing more than 1.2 million non-household customers – such as businesses, charities and public sector organisations – to choose who provides their water and wastewater retail services. This means customers are able to shop around for, or renegotiate, better deals and buy additional services including like water efficiency audits, more frequent meter reads or bundling utility services. Click the button for an overview of how the market works and is governed.
We are a learning organisation, using our knowledge, experience and analytical skills to get inside complex issues. We make sound, evidence-based decisions in a fair and impartial ways and look for new and innovative ways to solve problems.
We welcome diversity of opinion as a source of strength and are consultative in our approach. We understand the needs and views of others, recognising they may legitimately see things differently to us.
We are open, honest and accountable, communicating clearly and succinctly. We are clear about our intentions and the reasons behind our decisions. We cut through complexity to make things intuitive, clear and simple.
We use our knowledge to help shape both the market and the views of stakeholders in the best interest of the market. We take decisions, engage with issues and track progress.
Our growing team consists of experts from across the utilities industry, creating a diverse, collaborative environment to evoke change across the market.
You can find out more about our Senior Leadership Team here.