Wholesalers rebuff retail market readiness criticism

Water wholesalers have hit back at the suggestion by Business Stream chief executive Jo Dow that they may not be ready for the opening of the non-household retail market in April.

Dow questioned whether wholesalers “really know what’s coming” and are prepared for the changes likely to occur in their businesses as a result of market opening, at Utility Week’s Water Customer Conference last week.

Wholesalers have told Utility Week their preparations for the opening retail market are on track, and that they fully understand the changes that will occur.

Bristol Water customer services and IT director Ben Newby insisted the company’s programme plan is “progressing well”, and that it is on track to complete its final assurance milestone.

“We’re talking to other market participants to allow us to react to whatever challenges the market presents,” he said. “Although this is difficult to accurately predict at present, we are considering the natural lifecycle of switching and what outcomes are likely to occur, to ensure we are in a strong position to respond to market demands.

“We are also actively welcoming engagement with retailers to better understand their expectations and, again, maximise our readiness.”

Wessex Water head of wholesale services and business change Steve Arthur said Wessex understands the scale of changes and challenges likely to be encountered with the opening of the market.

“Post-April, we will be dedicated to ensuring our data is well managed, our wholesale business culture, including awareness around a level playing field, becomes second nature for our staff and we aim to develop strong working relationships with all retailers,” he told Utility Week.

Wessex is in the final stages of a two-and-a-half-year programme to deliver a new business model, revised business processes and improved systems.

Anglian Water, Severn Trent, Affinity Water, Portsmouth Water and Sutton and East Surrey Water (SESW) also all told Utility Week they are ready for market opening.

SESW market reform delivery director Jeremy Downer said the company has set up a “wholesale services desk” (WSD) within its existing network services team, which will communicate directly with any retailer that wishes to supply customer service and billing services to non-household customers in its supply area.

“The principal task of the WSD is to ensure that information about water-supply-related activities in our area is being exchanged with the many potential retailers that may serve customers when the market opens,” said Downer. “The WSD will also manage the communication of planned and unplanned work, to ensure retailers remain well-informed.”