Updated information for Aquaflow customers

Ofwat appoints Clear Business Water Limited to take on customers of Aquaflow Utilities

Ofwat have allocated customers affected by the proposed liquidation of Aquaflow Utilities Limited to Clear Business Water Limited following a competitive process. We have worked with the market operator, MOSL, to switch affected customers and they should be receiving information from Clear Business Water Limited soon. Aquaflow Utilities Limited were a retailer in the business retail market. If any customers are concerned they may be affected by this, they can contact Clear Business Water directly on 0161 393 9240 for more information.

Using our powers under the Interim Supply Code, we stepped in to ensure affected customers were allocated a new water retailer as quickly as possible.

Customers are not tied in to their new retailer and can still shop around for the best deal in the business retail market via www.open-water.org.uk

Frequently asked questions:

Should I switch retailer now?

The choice is yours, but it may be better to wait until Clear Business Water Limited has got in touch with you. Once you have been contacted by Clear Business Water Limited you should then ask them to put you on their best deal or shop around for a best deal for you. 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 and is my credit balance protected?

You don’t need to worry. If it’s already in process, you will continue to be moved to the new retailer you have chosen. You don’t need to do anything.

I’m in credit to Aquaflow. Will I get this money back?

The liquidator will gather all of Aquaflow’s assets and will share out what is left after deducting the costs of the liquidation between all the people who are owed money (including customers and suppliers) in proportion to what they are owed. It could be sometime before you know how much, if anything, you are likely to receive and when you may receive it.

I’m paying back debt to Aquaflow. Will I still pay this to Clear Business Water Limited?

No, you will still owe it to Aquaflow. You should only pay Clear Business Water Limited if the liquidator of Aquaflow tells you in writing that your debt has been transferred and that you should pay Clear Business Water Limited.

I recently closed my account. Will I get back the credit I’m owed?

The liquidator will gather all of Aquaflow’s assets and will share out what is left after deducting the costs of the liquidation between all the people who are owed money (including customers and suppliers) in proportion to what they are owed. In could be sometime before you know how much, if anything, you are likely to receive and when you may receive it.

I’m in credit to Aquaflow for a pre-payment but I may owe money for supplies I have received. Do I still have to pay this?

You should be able to set any credit due to you from Aquaflow against any money you owe, and only pay the balance, if any. If you credit is greater than what you owe, you may not have to pay anything, but as explained above you may not get back all or part of the balance due to you.

How are decisions made?

When a retailer falls Ofwat issues a notice to the company to understand the area(s) and number of locations affected. Ofwat then starts an allocation process to move SPIDs to the most sensible alternative water retailer. The new retailer then contacts customers to make them aware of the new set-up.

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 Clear Business Water Limited you should then ask them to put you on their best deal or shop around for a best deal for you.

Further help and advice

If your question isn’t answered here and you have concerns about your water supply, problems or complaints, you should contact your retailer or the Consumer Council for Water at www.ccwater.org.uk