In a recent survey, 74% of businesses in England stated they were likely to change water provider when the retail water market opens up in April 2017. Only 19% of businesses responded to say they were happy with their current supplier.
The opening of this market will allow 1.2 million businesses and public sector organisations to select their water and wastewater services including customer service and billing.
The reasons for customers’ wanting to switch suppliers include poor value for money, low quality service and a lack of trust in their provider. Around 38% of businesses said they felt they were currently paying too much for their water with 56% stating they would like a better price for their water services. 22% of businesses wanted better customer service and a quarter wanted a supplier they could better trust because of common issues, such as, 37% of businesses experiencing billing issues.
The survey also revealed that many businesses did not feel ready for the changes to the water market with 37% of businesses responding that they had little knowledge of the upcoming changes to the water market. 46% stated they wanted more clarity from the government on the changes.