31 January 2020
We have had confirmation from South West Water that it has terminated Tor Water’s wholesale contract due to a series of outstanding undisputed payments.
We will step in to use our powers under the Interim Supply Code to ensure affected customers have a new retailer as soon as possible.
Tor Water’s existing customers do not need to take any action – the provision of water and wastewater services to customers’ premises will not be affected.
Frequently asked questions:
Who is affected?
It is only Tor Water’s customers with premises in South West Water’s region that are affected by this interim supply event. Ofwat are working with the Market Operator – MOSL to make sure all affected customers are allocated to a new retailer.
Tor Water customers with premises in other areas are not affected.
Will my supply be cut off?
Your water supply or wastewater service won’t be cut off or disrupted, and you won’t notice any change to your supply while we move you to a new retailer.
Who will choose my new retailer?
Ofwat are working with the Market Operator – MOSL to make sure all affected customers are allocated to a new retailer. Once that has happened, the new retailer will be in touch with you to confirm the details.
When will I know who the new retailer is and the date I’ll be switched to them?
We’ll work as quickly as we can to complete your transfer to a new retailer and they will be in touch with you as soon as possible.
Can I switch retailer now if I am a Tor Water customer?
If you are a Tor Water customer in South West Water’s region, we are working to find you a new retailer. You will not be able to switch retailer until after we have completed this process. Once you have been contacted by your new retailer, you can then ask them to put you onto the most appropriate deal to suit your needs, or you can choose to shop around to find a different retailer. See www.open-water.org.uk for further details.
If you are a Tor Water customer in another region, you are still able to switch your retailer if you want to. See www.open-water.org.uk for further details.
I’m already in the process of switching retailer and it’s not yet complete. Will my switch go through?
If your premises are in South West Water’s region and you requested your switch before 30 January 2020, you don’t need to do anything. You should be transferred to the new retailer you have chosen.
If your premises are in South West Water’s region, any switch requested after 30 January 2020 will not go ahead and instead you will be transferred to a new retailer as part of the interim supply process.
I’m in credit to Tor Water. Will I get this money back?
You should speak to Tor Water about any money you have paid in advance.
I’m paying back debt to Tor Water. Will I still pay this to my new retailer?
No, you should discuss the payment of any money you owe to Tor Water directly.
I have been switched to the retailer I previously left – do I have any choice?
The process means that customers are automatically allocated a different retailer. Once you have been contacted by your new retailer you can choose to shop around to find a different retailer or you may choose to negotiate a deal with the new retailer.
Further help and advice
More information on the interim supply process can be found here. If your question isn’t answered or you have concerns about your water supply, problems or complaints, you should contact the Consumer Council for Water at www.ccwater.org.uk.