Water and wastewater services for Kent, Sussex, Hampshire and the Isle of Wight
For business

What does this mean for me?

From 1 April 2017, the non-household water market in England is open to competition. This means non-household customers are able to buy their retail services from any licensed retailer.

We at Southern Water have sold our non-household retail business to Business Stream.

This means that unless you have made alternative arrangements, Business Stream now supply the customer services you previously received from Southern Water.

If your water or wastewater was previously supplied by a company other than Southern Water, these services won’t have transferred to Business Stream. If you have a query about the services offered by your other providers please contact them directly.

Business Stream is a specialist non-household water retailer in the UK. For more information about the company, please see the guide or visit www.business-stream.co.uk/SouthernWater.

More information on how to find a new retailer and how to switch can be found on the Open Water website.

If you were a Southern Water non-household customer prior to 1 April 2017, please see below for a copy of previous communications sent around competition in the market.

I have a water and wastewater account

  1. What does this mean for me? 
    • • Your account with Southern Water will be closed.

      • You'll receive your final bill from us during February or March. This will, where possible, be calculated on an actual meter reading taken during January, February or March.
       
      • Your final bill from us will also include an estimated amount. This will be for the period from your actual meter reading up to the 31 March 2017. The estimate will be based on your previous consumption history. 

      • Your first bill from Business Stream will be based on the estimated reading we use when we close your account with us. If, following your first Business Stream meter reading, you are owed any money as a result of your estimated final bill, this will be credited to your account.
  2. Your new account with Business Stream - summary 
    • • Your billing and payment method will remain the same as they are now.

      • Your charges will not exceed those that you would have paid to Southern Water in 2017-18, following the annual price adjustment. Business Stream will send you a statement of charges for the period of 2017-18 in March.

      • View your Business Stream terms and conditions.

      • If you have a Direct Debit set up with us, you don’t have to do anything as this will transfer to Business Stream automatically. 

      • If you don’t pay by Direct Debit, you can still sign up today.  It's the easiest, quickest and safest way to pay, and it means you won’t have to change your payment details to pay Business Stream in April. The latest date you can sign up for monthly Direct Debit before you move to Business Stream is 6 March 2017.

      • If you don’t want to set up a Direct Debit, don’t forget to change your payment details to pay Business Stream from 1 April.  Further details on how to do so will be issued nearer the time.



      Everything you need to know about your transition to Business Stream 

I have a wastewater only account

  1. What does this mean for me? 
    • Where Southern Water is the wastewater supplier only, we would normally use the meter reading from your water company to calculate your wastewater bill.

      For your final Southern Water wastewater bill we will use an estimated reading from the date of your last bill to 31 March 2017. This will be based on previous consumption.

      Your water supplier will automatically provide Business Stream with your meter readings from 1 April 2017. Please contact your water supplier if you’d like to provide your own meter read.

  2. Will my water services transfer to Business Stream if my water is supplied by a water company other than Southern Water? 
    • No. Southern Water will only transfer your wastewater services to Business Stream from 1 April 2017.  

      Unless otherwise notified by your current water provider, you will continue to receive services from and be supplied by them. If you have a query about your water services please contact your water provider directly.

  3. My water services are provided by another water company (eg. South East Water) – will this continue to be the case? 
    • If your water is provided by a company other than Southern Water, unless notified by them directly, they will continue to provide your water services after 1 April 2017.

I have a Trade Effluent account

  1. What is different for me? 
    • • An actual or estimated reading will be used to work out your trade effluent charges up to 31 March 2017.

      • You'll receive your final trade effluent bill from us during April. This will, where possible, be calculated on actual meter reading(s) taken during January, February or March.

      • If you have a private trade effluent meter(s) for calculating your use, we'll contact you to get a reading in either March or April.
  2. Your new account with Business Stream - summary 
    • • The timing of your trade effluent bill will match the frequency of the water and wastewater bill you currently receive. This means that from 1 April 2017, you will receive your trade effluent bill at the same time as your water and wastewater bill. 

      • If you would like to pay by Direct Debit for your trade effluent, you can. Business Stream will be in touch to discuss this with you nearer the time.  

      • If you don’t want to set up a Direct Debit, don’t forget to change your payment details to pay Business Stream from 1 April.  Further details on how to do so will be issued nearer the time. 



      Everything you need to know about your transition to Business Stream

Frequently asked questions

Your final bill from Southern Water

  1. When will non-household water and wastewater customers receive their final bill from Southern Water? 
    • Non-household water and wastewater customers will receive their final Southern Water bill during February and March 2017. Any outstanding balance should be paid directly to Southern Water.
  2. How will the final bill be calculated? 
    • The final Southern Water customer bill will be calculated based on a final meter reading taken throughout January, February and March.

      The bill will also include an estimate based on consumption for the remaining period from the reading date to 31 March 2017.
  3. What happens if a meter reading isn’t taken? 
    • If for any reason we can't take a meter reading before the final bill is due, we'll estimate the amount owed from the date of the last bill up to 31 March 2017.
  4. What if a meter reading is too high? 
    • Should the estimated meter reading turn out to be too high, any over-payment made will be refunded to you by Southern Water.
  5. How can I get a more accurate final bill? 
    • To help provide a more accurate final bill you can provide your own meter reading.

      Phone: 0330 303 1263

      All meter readings need to be provided to Southern Water by
      17 March 2017. This reading will be used to calculate your final Southern Water bill
  6. What happens if my account is in credit at the time of the final bill? 
    • If your account is in credit, Southern Water will provide you with a refund within four weeks of the transfer of your account to Business Stream.
  7. What happens if I do not agree with my final bill? 
    • If you do not agree with the meter reading or the way your bill has been calculated please provide Southern Water with an actual reading as soon as possible after receipt of the bill and we will recalculate your bill.
  8. What happens if I have unusually high bill due to my previously estimated bills now being actual 
    • Now that we have taken an actual reading it is evident that your consumption is greater than we have previously been estimating. This may be for a number of reasons e.g. leakage.

      If you feel you bill is unusually high and you wish to speak to someone phone us on 0330 303 0277 so we can help you find out why your bill is higher than usual
  9. What if I am having problems paying my final Southern Water bill? 
    • Southern Water will continue to liaise with customers until their balance has been cleared. Contact us on 0330 303 1268 to discuss what can be done to clear your arrears.

      If you don’t pay your outstanding bill your account may be transferred to our legal department and you may incur further charges.
  10. Will my billing cycle change following the move to Business Stream? 
    • No, the billing cycle and payment method for non-household customers will remain the same. If you have a Direct Debit set up with Southern Water, this will transfer to Business Stream automatically.

Existing Direct Debit arrangements

  1. What happens if I usually pay by Direct Debit? 
    • Your last Direct Debit payment with Southern water will take any outstanding amount owed up to 31 March 2017.

      If this means that your bill is unusually high, we’ll collect payment 14 days after the bill is issued. If we’re unable to take payment by Direct Debit the first time, we’ll try again.

      After 14 days you’ll need to pay any amount outstanding by BACS.
  2. What happens to my existing Direct Debit with Southern Water? 
    • Your existing Direct Debit will be transferred automatically to Business Stream and you need take no further action.
  3. Am I able to set up a Direct Debit with Southern Water before the transfer of my account to Business Stream? 
  4. Where can I find out more information about Business Stream? 
    • Business Stream is a specialist non-household water retailer in the UK. Business Stream has helped businesses and public sector organisations across the UK save more than £151 million and conserve over 24 billion litres of water over the last eight years.

      For more information about the company, please see the guide to Business Stream or visit www.business-stream.co.uk/SouthernWater.
  5. Will my charges change? 
    • When you transfer, your charges will not exceed the charges that you would have paid to Southern Water in 2017-18, following the annual price adjustment.

      Business Stream will send you a statement of charges for the period of 2017-18 in March. 
  6. What are Business Stream's Schemes of Terms and Conditions for Transfer of Customers? 

Your transition guide to Business Stream

Transition guide to Business Stream

Who to contact

  1. Who to contact before 1 April 2017 - water and wastewater customers 
    • Southern Water will continue to supply your water and wastewater services and be your first point of contact until 31 March 2017. If you have a query or want some advice, we're here to help.

      • By phone – 0330 303 1263 

      • Online – Regular updates about the market changes are available on the Southern Water website as we move closer to 1 April. For the latest information and answers to frequently asked questions, please see www.southernwater.co.uk/countdown.
  2. Who to contact from 1 April 2017 - water and wastewater customers 
    • From 1 April 2017 Business Stream will be responsible for supplying your water and wastewater services. This includes your meter readings as well as managing and sending your bills.

      The company will also be your first point of contact for queries about your supply. To contact Business Stream from 1 April, 

      Website: www.business-stream.co.uk/SouthernWater

      As the wholesaler, Southern Water will continue to own, manage and maintain the water infrastructure for the area, including treatment plants, supply pipes and sewerage network.

  3. Who to contact before 1 April 2017 - trade effluent customers 
    • Southern Water will continue to supply your water, wastewater and trade effluent services and will be your first point of contact until 31 March 2017. If you have a query or want some advice, we're here to help. 

      • By phone - If you'd like to speak to us before your move to Business Stream, please call: 

      0330 303 0277 for water and wastewater queries 
      0330 303 1260 for trade effluent billing queries
      – your Trade Effluent Inspector for all other enquiries.

      • Online - We'll include regular updates about the market changes on our website as we move closer to April. For the latest information and answers to frequently asked questions, please see www.southernwater.co.uk/countdown.

  4. Who to contact from 1 April 2017 - trade effluent customers 
    • From 1 April 2017 Business Stream will be responsible for supplying your water, wastewater and trade effluent service. This includes:

      • your water supply meter readings as well as managing and sending your bills

      • contacting you to obtain meter readings for your own private trade effluent meter(s) that are used for billing purposes

      • processing new applications for consents and temporary consents

      • processing applications for changes to consent information

      • general trade effluent enquiries.

      Business Stream will also be your first point of contact for queries about your water and wastewater supply. 

      If you would like to contact Business Stream or find out more information, please see the guide or visit their website www.business-stream.co.uk/SouthernWater about your move and their latest products, services and offers.

      As the wholesaler, we'll continue to own, manage and maintain the water infrastructure for the area, including treatment plants, supply pipes and sewerage network. 

      We'll also continue to be responsible for issuing trade effluent consents to you and the monitoring of these. This includes:

      • being the key contact for incidents, emergencies and environmental issues on your site that may impact our network and assets

      • monitoring and taking samples of discharges

      • carrying out enforcement on non-compliant discharges

      • contacting you for process allowances, volumes and sample data used for billing and/or compliance purposes.

      If you have a query relating to trade effluent, you'll continue to be able to contact us.

      • By phone: Your Trade Effluent Inspector directly

      • Online: Visit www.southernwater/trade-effluent

      • Email: trade.effluent@southernwater.co.uk

  5. How can I provide feedback? 
    • We are working harder to improve our service as sometimes we get things wrong.

      To help us focus on things that matter most to you contact www.southernwater.co.uk/feedback
  6. Who do I speak to about an existing complaint prior to the transfer of my account to Business Stream? 
    • Southern Water is committed to working with customers to resolve customer queries and complaints as quickly and efficiently as possible.

      Up until 1 April Southern Water will remain responsible for reviewing and communicating with non-household customers to resolve queries and complaints.

      If you would like to discuss an existing complaint please contact Southern Water on 0330 303 0223. Lines are open 9am – 5pm Monday to Friday.
  7. What happens to any outstanding complaints from 1 April 2017? 
    • Any outstanding non-household complaints with Southern Water as at 1 April 2017 will be transferred to Business Stream. Business Stream will act on your behalf to resolve these.

Changing your Retailer

  1. Are non-household customers able switch to another retailer following their transfer to Business Stream? 
    • Yes, non-household customers are able to choose another retailer at any time following their transfer to Business Stream on 1 April 2017.

      Information about other retailers is available at www.open-water.org.uk.

Useful sources of information

Queries

If you would like to find out if you are eligible to switch and how these changes might affect you, contact us using our query form. We aim to respond to queries within five working days but in some cases this may extend to 10 working days.

 

 
 
 
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