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Pennon Water Services Celebrates the First Anniversary of the Open Water Market

Pennon Water Services Celebrates the First Anniversary of the Open Water Market

Photo by John Jones 

Water retailer Pennon Water Services has won a raft of national contracts and scored impressive customer service marks in the first 12 months of competition in the non-household water market – the biggest shake-up to the industry for almost 30 years.

The firm, which trades regionally as Exeter-based South West Water Business, now employs 143 people. Pennon Water Services helps companies to save money and water by understanding their water usage better, identifying leaks, simplifying billing and advising them on how to use water more efficiently.

On 1 April 2017 the business retail market for water and waste water services opened for competition, allowing more than 1.2 million businesses, charities and public sector organisations in England to choose who they buy their water and waste water retail services from, for the first time. The wholesale suppliers of water and waste water services are the same, and domestic retail services remain unaffected.

Over the last 12 months, Pennon Water Services has won high-profile, national contracts including Rolls Royce, Unite Students, Kerry Foods and BMI Healthcare. It has been recognised as one of the top four ‘champion’ performers in the new market by independent consultant Brodick, based on size and growth. PWS has also been rated highly by customers, scoring 96% customer satisfaction with staff service and 95% customer satisfaction with staff knowledge.


Richard Stanbrook – Pennon Water Services Director

Pennon Water Services Director Richard Stanbrook said:

“It’s been an excellent first year and PWS has performed well in the new trading environment. Our customer satisfaction levels are very high, our retention levels are strong and businesses are responding to our honesty, integrity and authenticity. PWS continues to be a retailer with a clear focus on what is important for customers. As well as providing simple, clear, accurate, competitive and transparent billing services we offer non-household customers further value through a range of other products and services.”

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