Registration and Switching Working Group [02]

7th March 2014

Agenda1. Welcome and Introductions

2. Overview of Registration and Switching Strategy paper v1.0

3. Update on consultation

4. Review of redacted Registration and Switching consultation responses

5. Lunch

6. Focussed discussion

• Group 1 o Customer awarenesso Service type switchingo Identification of the contestable market

• Group 2o Ability to switcho Registration and switching scenarioso Switching process

7. Group feedback

8. Registration and Switching v2.0 approach and additional content

9. Next steps and future working groups

10. Close

Welcome and Introductions

IntroductionsNames Company In what capacity they attend

Paul Fry OpenWater OpenWater Programme Workstream Leader

Stephen Beddoes OpenWater OpenWater Programme PMO

Ian Hopkins Ofwat Regulator

Bob Stear Defra Government

Christine Blackwell Consumer Council for Water Customer representative

Gary Craig Central Market Agency (Scotland) Market Operator

Jeremy Downer Sutton and East Surrey Water WOC

John Vinson Bristol Wessex Billing WOC

Tim Orange South Staff Waters WOC

David Seymour Business Stream Retailer

Richard Masterson Severn Trent Costain Retailer

Katy Spackman Northumbrian Water WASC

Kulwinder Johal Severn Trent Water WASC

Ned Coleman South West Water WASC

Paul Graham Southern Water WASC

Julian Tranter Thames Water WASC

Jonathan Clarke Anglian Water WASC

Darren Thresh Yorkshire Water WASC

Paul Gill Yorkshire Water WASC

Success Criteria

• All non-household customers in a position to negotiate better targeted, more efficient and cost-effective services

• Overall, the changes will benefit the majority of non-household customers

• New competitive markets are fair, transparent and efficient

• Seamless experience for customers in England and Scotland

• Reform incentivises innovation

• Upstream reforms drive sustainable and efficient use of resources

Source: Market Reform Programme Framework Document

Open Water VisionThe vision of the reform is to drive more sustainable use of

resources and keener pricing and services for customers.

What we are looking for from you

Does it make sense and has everyone taken what has been written to mean the same thing?

Are there elements of the proposal that you feel should be challenged or require further analysis or discussion?

Having understood and discussed the content are you happy to endorse the proposal? If not, have we captured your concerns in the challenge section

Overview of Registration and Switching v1.0

Identification of the contestable marketN

ation

al D

ata

Com

pany

Dat

a

Switch requests

Customer PortfolioCustomer Portfolio

PremisesPremises PremisesPremises PremisesPremises

Grouped Water Services

Grouped Water Services

Grouped Sewerage Services

Grouped Sewerage Services

Grouped Potable Water

Grouped Potable Water

Grouped Raw Water

Grouped Raw Water

Grouped Surface Water

Grouped Surface Water

Grouped Foul

Sewerage

Grouped Foul

Sewerage

Grouped Trade

Effluent

Grouped Trade

Effluent

Customer to

RetailerRetailer to MO

MO Updates

1 2 3

2.1 2.2

2.1.

1

2.1.

2

2.2.

1

2.2.

2

2.2.

3

Registration and switching scenariosThere are a range of scenarios that the central register will need updating:

•Customer-led switches – arising from an active customer choice

•Assigned switches – arising from the need to assign a service point to a new retailer due to either exit of a market participant or the service point no longer being part of the contestable market due to eligibility (all result in a change in retailer)

•Registration of change in the contestable market – registering a change in the market due to physical exit of a service point or entry due to eligibility (this arises from a customer-side change, may not result in retailer change)

•Correction switches- to correct a wrongly switched or registered service point

Standard switching processCustomer contacts new retailer and agrees to switch to them, entering into a new contract with

them for their future retail services

Cooling off period for new customer contract

New retailer submits customer’s switch request to the market operator for the SP(s) and service(s) it will be serving, providing a date the switch will take effect

Market operator validates the request against the central register, the new retailer’s licence and pending switches; accepts the request; and notifies the relevant parties of the request and the

future date the switch will take effect

New retailer submits meter reading to the

market operator within an agreed window of the date the switch will take effect

Market operator communicates meter reading to existing retailer and wholesaler

Switch takes effect, with the new retailer now

responsible for the SP in terms of customer

billing and for meeting wholesale charges

Existing retailer issues final bill to customer

Opportunity for existing retailer to object to customer’s switch

request due to one of a defined set of justifiable reasons

Window of opportunity for new retailer to cancel

switch request

Customer’s ability to switchAbility to switch dependent upon:

•The use and location of the premises in which the service point is located (non-households; customers supplied by the system of a water undertaker whose area is wholly or mainly in England)

•Them being the customer currently being directly served and hence billed by the retailer for that service point (different end-users under bulk meter or common billing arrangements are not able to initiate switch – the customer has the direct relationship with the retailer)

Customer market awareness• Delivering best outcomes for customers will need retailer visibility of the

contestable market and strong customer awareness of their ability to switch

• Details of eligible premises / service points will be make available to licensees, but not directly to customers who will need to go via a licensee. Consideration of third party access to central register

• Further service point data will be available to the existing retailer

• There will be a centralised marketing campaign to raise customer awareness of ability to switch – complemented by retailers’ own marketing activities and potential requirements to inform customers in certain scenarios

• Market operator will host a public record of licensees, potentially combined with Scotland on Tap website

• Market operator will not provide tariff / service comparison service

Time for a break!

Market Blueprint V1Consultation Responses

Consultation responses

33 responses received

10 Water and Sewerage companies (all)

7 Water only companies (not DVW or CHL)

2 NAVs /insets(ALB & PWN)

4 other water providers (Scottish Water, Business Stream, Clear Business Water, TWCL)

2 from Gvt/other regulators (EA, CCW)

7 other respondents (Gemserve, Prologis, C & C Group, CGI, Electralink, Fair Water Connections, WRAS, Sybex)

Over 2000 individual responses to questions

Consultation responsesYes Yes No Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes. Yes Yes Yes Yes Yes yes yes Yes Yes Yes Don't knowYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes Don't know Yes Don't know Yes Yes yes yes Yes Yes Yes NoYes Yes Yes Yes Yes No Yes Don't know Yes Yes Yes Don't know Yes Yes Yes Yes Don't know No No No Yes No YesYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes No comment Yes Yes Yes No no No comment Yes No commentNo Yes Yes Yes No Yes Yes Yes Yes Yes Yes No comment No comment Yes Yes No Don't know Yes Yes no yes No comment No comment No commentYes Yes No No comment Yes Yes Yes Yes Yes Yes Yes No comment No comment Yes Yes Yes Yes Don't know Yes Yes yes yes No comment Yes No commentYes No No No No No No Yes Don't know Don't know Yes No comment No comment No Yes Yes Don't know Yes yes No comment Yes No commentYes Yes No Yes Yes Yes Yes Yes Don't know Yes Yes No comment No comment No Yes Yes Yes Yes Yes yes yes No comment No comment No commentYes Yes Yes Yes Yes No Yes Yes Yes Yes Yes No comment No comment Yes No Yes Yes Yes yes No comment Yes No commentYes Yes Yes Yes Yes Don't know Yes No Yes No comment No comment No comment Yes Yes Yes Yes Yes Yes Yes yes No comment Yes No commentNo Yes No Don't know No Yes Yes Yes Yes No Yes No comment No comment Yes Yes Yes Yes Don't know Yes yes No comment Yes No commentYes Yes No Yes Don't know Yes Yes Yes Yes No Yes No comment No comment Yes Don't know Yes Don't know Yes yes yes No comment Yes No commentNo Yes No Yes No Yes Yes Yes Yes No comment Yes Yes Don't know Yes Yes. Yes Yes Don't know Yes yes Yes Yes Yes No Don't knowYes Yes Yes No comment No Yes Yes Yes Yes No comment Yes Yes Yes Yes Yes Yes Yes Yes Yes yes yes No comment Yes Yes No Don't knowYes Yes Yes No comment Yes Don't know Yes Yes Don't know No comment Yes No Yes Yes. Yes Yes Yes No yes no Yes Yes Yes No Don't knowNo Yes Yes No comment No No Yes Yes Yes No comment Yes Don't know Yes Yes Yes Don't know Yes yes yes Yes Yes No No NoNo Yes No Don't know No Yes Yes Yes Yes No comment Yes Yes No Yes Yes Don't know Yes yes yes Yes Yes Yes No YesNo Yes No No comment Yes Yes Yes Yes Yes No comment Yes Yes Yes Yes Yes No Yes yes yes No comment Yes No commentNo Don't knowNo Yes No Yes Yes Yes Yes Yes Yes No comment Yes Yes Yes Yes Yes Don't know Yes yes yes No comment No commentNo Don't knowYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes yes Yes Yes Don't knowYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes yes Yes Yes No commentYes Yes No Yes No comment Yes Yes Don't know Don't know Yes Yes Yes No comment Yes Yes Yes No no Yes Yes Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No comment No Don't knowYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes Yes Yes yes No comment No No commentYes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No comment No YesYes Yes Yes No comment No Yes Yes Yes Yes Yes Yes Yes Yes No Yes yes No comment Yes YesYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes No comment No Don't knowYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No yes No comment Yes Don't knowYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes YesYes Yes Yes Yes Yes No Don't know Yes Yes Yes Yes Yes Yes Yes Yes Yes No comment No No commentYes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No comment Yes No commentNo No commentYes Yes No comment No comment No Yes No comment No Yes No Yes Yes No Yes Yes No commentYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes Don't know Yes No commentYes Yes No No comment No Yes Yes Yes Yes Yes Yes Yes No Yes yes No No No commentYes Yes Yes No comment No comment Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No comment Yes No commentYes Yes Yes No comment No comment Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No comment Yes No commentYes Yes Yes Yes Yes Yes Yes Don't know Yes Yes Yes Yes Yes Yes No comment Yes No commentYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No comment Yes No commentNo Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes Yes Yes no No comment Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No comment Yes No commentYes Yes Yes No comment No comment Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes No commentYes Yes Yes Don't know No Yes Yes Yes Don't know Yes Yes Yes Yes Don't know No yes No comment Yes No commentYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No comment Yes No commentYes Yes No Don't know Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes Yes No No commentYes Yes No Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes No comment Yes No commentDon't know Yes No Yes No No Yes Yes Yes Yes Yes Yes Yes No Don't know No No comment No No commentDon't know Yes No No No No Yes Yes No Yes Yes Yes Yes Yes No Yes Yes Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes Yes No Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes No Yes YesYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes Yes No Yes YesYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes Yes No Yes No commentYes Yes Yes Don't know Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes No No commentYes Yes Yes Don't know Don't know Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes No YesNo Yes Yes No Yes No Yes Yes Don't know Yes Yes Yes No Yes Yes No Yes Yes Yes Don't knowYes Yes Yes Yes Yes No Don't know Yes Yes Don't know Yes Yes Yes Yes Yes Yes no No commentNo comment No No commentYes Yes Yes Don't know Yes Yes Don't know Yes Yes Yes Yes Yes Yes Yes Yes No commentNo comment Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No commentNo comment Yes YesYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes No commentYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes No YesYes Yes No No comment Don't know Yes No Don't know Yes Yes Don't know Don't know Yes Yes Yes Yes yes Yes No Yes YesYes Yes Yes No comment Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes No commentYes Yes Yes No comment Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes YesYes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes No commentYes Yes No commentYes Yes Yes No comment No Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes yes No commentDon't know Yes No commentYes Yes No Yes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't knowYes Yes YesYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes NoYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No Yes yes Yes Yes No NoYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No NoYes Yes Yes No comment Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Don't knowYes No No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes Don't knowYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes Yes Yes Yes YesYes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes Yes Yes Yes Yes Yes yes No commentNo comment Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes No comment Yes YesYes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes No Don't know Yes yes Yes No Yes No commentNo Yes No Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes No commentYes Yes No No Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes no Don't know No No commentYes Yes No No comment No comment Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes No comment Yes No commentYes No No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes Yes No No commentYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Don't knowYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes Don't know Yes yes Yes Yes No commentYes Yes No No comment Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes Yes Yes No commentYes Yes No Yes No Yes Yes No Yes Yes No Yes Yes Don't know Yes Yes Yes No commentYes Yes Yes Yes Yes Yes Yes No Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Don't knowYes No No Yes No Yes Yes No Yes Yes Yes Yes Yes Don't know Yes yes No No Don't knowYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes Yes No No commentYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Don't know Yes yes Yes Yes No commentYes Yes Yes No comment No Yes Yes Yes Yes Yes Yes Don't know Yes Don't know Yes Yes Yes No commentNo Yes Yes Don't know No No Yes Yes Yes Yes Yes No No Don't know No no No comment Yes No commentYes No Yes No comment Don't know Yes Yes Yes Yes Yes Don't know Yes Don't know Yes Don't know No comment No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes YesYes Yes No Don't know No No Yes Yes Yes Don't know Yes Yes Yes No Yes Yes No comment No YesDon't know Yes No No comment No Yes Yes Yes Yes Yes No Yes Yes Yes No comment Yes Don't knowYes Yes Yes Don't know No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes NoYes Yes No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes No commentYes Yes Yes Yes Yes Yes Yes Don't know Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes No Don't knowYes Yes No No comment No Yes Yes Yes Don't know Yes Yes Yes Yes Yes Don't know No yes Yes Yes Yes Yes Don't knowYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes yes Yes Yes Yes No No commentYes Yes No Yes No Yes Yes Yes Don't know Yes Yes Yes Yes Yes Don't know No yes Yes Yes Yes Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No commentYes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No No commentYes Yes No No Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No comment Yes Yes No No No commentDon't know Yes Yes No comment Yes Yes Yes Yes Yes Yes No Yes Yes Don't know Yes Yes Yes No No commentDon't know Yes Yes No comment Don't know Yes Yes No Yes Yes No No Yes Yes Don't know Yes yes Yes Yes No No commentDon't know Yes No Yes Don't know Yes Yes Don't know Yes Yes Yes No Yes Yes Don't know Yes yes Don't knowYes No comment

Responses by segment

• Responses were generally positive

• Where respondents stated either yes or no, 88% of responses were yes (although a

lot of these are qualified by detailed comments)

• No question got less than 50% positive responses

• Wocs were most positive overall (95% yes on average)

• ‘Other’ respondents were least positive (79%) – perhaps an indication of the

relatively lower level of engagement with this segment

Responses by segment

• Generally more variation within sectors than between sectors, and within topics

than between topics – although:

• Incumbents are more in favour of dispensations from the MO than other water

providers

• Wascs were less in favour of service type switching than any other group

• Wascs were less supportive of the MO collecting and publishing performance

data than any other group

Next steps

• Use of ‘standard‘ and ‘non-standard’ needs to be rationalised and consistent

• Developer services likely to have its own strategy paper

• Trade effluent likely to have its own strategy paper

• Most recommendations had a positive reception, but messaging needs to be

strengthened in v2 to clarify concerns and misunderstanding (e.g. wholesaler

communication with the customer)

• Responses will feed into material for the working groups and drafting of V2

20

Review of Registration and Switching consultation responses

Consultation Question

Num

ber o

f re

spon

ses

% A

gre

e

% D

isagr

ee

% P

artia

l or

Don

’t Kn

ow

Service type switches

RS 4a: Do you agree with the recommendation that the lowest point at which a switch could be executed should be service type, with scope for retailers to bundle these by group service (i.e. water or sewerage services), premises or customer level?

20 70% 15% 15%

Consultation Question

Num

ber o

f re

spon

ses

% A

gree

% D

isag

ree

% P

artia

l or

Don

’t Kn

ow

Ability to switch

RS 5a: Do you agree with the recommendation that a customer must be the direct customer of the current retailer for a service (i.e. being directly served and billed by them) in order to be able to request a switch for it?

20 90% 5% 5%

Consultation Question

Num

ber o

f re

spon

ses

% A

gree

% D

isag

ree

% P

artia

l or

Don

’t Kn

ow

Identification of contestable market

RS 6a: Do you agree with the recommendation that all market participants should have access, through the central register, to details of which premises and related services make up the contestable market?

21 95% 5% -

RS 6b: Do you agree with the recommendation that market participants should have access, through the central register, to a range of standing data for each contestable service?

21 90% - 10%

RS 6c: Do you agree with the recommendation that the market operator should provide a market data enquiry service to support market participant access to this data?

20 90% - 10%

RS 6d: Do you agree with the recommendation that customers should not have direct access to the central register, but will have to contact a market participant to do this on their behalf?

20 95% 5% -

RS 6e: Do you agree with the recommendation that the central register should be developed through a ‘top down’ approach, driven by national datasets against which incumbents would be asked to map service information?

21 85% 5% 10%

RS 6f: Do you agree with the recommendation that the central register should not include any direct customer data and that this should be retained in retailers’ customer billing databases?

21 62% 19% 19%

Consultation Question

Num

ber o

f re

spon

ses

% A

gree

% D

isag

ree

% P

artia

l or

Don

’t Kn

ow

Customer awareness

RS 7a: Do you agree with the recommendation that there should be a centralised marketing campaign to raise customer awareness of their potential to switch?

18 72% 17% 11%

RS 7b: Do you agree with the recommendation that this central marketing campaign should not be delivered by the market operator, but rather be enabled by Ofwat and involve a range of organisations including retailers and customer representative bodies?

55 96% - 4% RS 7c: Do you agree with the recommendation that Ofwat should be responsible for publishing a central public record of currently licensed retailers operating in the English market?

RS 7d: Do you agree with the recommendation that the market operator should not provide customers will details of retailers’ tariffs or provide any retailer or tariff comparison service?

Consultation Question

Num

ber o

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spon

ses

% A

gree

% D

isag

ree

% P

artia

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Don

’t Kn

ow

Switching process

RS 9a: Do you agree with the recommendation that all standard communications relating to the execution of a switch should be directed through the market operator, with minimal opportunity for direct bilateral dialogue between retailers and/or the wholesaler in the switch process?

21 95% 5% -

RS 9b: Do you agree with the recommendation for the high-level steps that should make up the standard switch process and their ordering (as set out in figure 3 in section 9.2)?

21 86% 14% -

RS 9c: Do you agree with the recommendation that a switch should take effect when all steps in the process have been completed, but at the latest by a standard set number of business days after the switch request is submitted to the market operator?

21 86% 14% -

RS 9d: Do you agree with the recommendation that a customer should be able to request that their switch takes effect on a date beyond the standard switch timescale it takes to administer the switch?

20 90% 5% 5%

RS 9e: Do you agree with the recommendation that there is a case for minor variations on the standard switching process and timescale to reflect the different scenarios set out in Figure 2?

21 95% - 5%

RS 9f: Do you agree with the recommendation that only retailers should be able to initiate a switch through the market operator, not customers or third parties?

20 100% - -

Consultation Question

Num

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% A

gree

% D

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% P

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’t Kn

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Switching process

RS 9g: Do you agree with the recommendation that the new retailer should primarily lead the administration of a switch and resulting communications with the customer and market operator? Are there particular circumstances where you think this would not be appropriate?

21 90% - 10%

RS 9h: Do you agree with the recommendation that current retailers should be permitted to undertake sales activity with their customer after they have submitted a switch request?

18 94% - 6%

RS 9i: Do you agree with the recommendation that there should a limited set of circumstances, defined by Ofwat, under which a current retailer can object to a customer’s switch request, subject to timely arbitration and escalation process and customer protections?

20 100% - -

RS 9j: Do you agree with the recommendation that a new retailer should have the opportunity to refuse a switch request?

20 80% 15% 5%

RS 9k: Do you agree with the recommendation that a retailer should not be able to refuse to continue to serve a customer and should have enduring responsibility to serve them until such a point that they choose another retailer?

19 84% 16% -

Focussed discussion

Group 1

oCustomer awarenessoService type switchingoIdentification of the contestable market

Group 2

oAbility to switchoRegistration and switching scenariosoSwitching process

Names Company Group

Paul Fry OpenWater

1

Bob Stear Defra

Christine Blackwell Consumer Council for Water

Gary Craig Central Market Agency (Scotland)

John Vinson Bristol Wessex Billing

David Seymour Business Stream

Kulwinder Johal Severn Trent Water

Paul Graham Southern Water

Julian Tranter Thames Water

Paul Gill Yorkshire Water

Ian Hopkins Ofwat

2

Stephen Beddoes OpenWater

Jeremy Downer Sutton and East Surrey Water

Tim Orange South Staff Waters

Richard Masterson Severn Trent Costain

Katy Spackman Northumbrian Water

Ned Coleman South West Water

Jonathan Clarke Anglian Water

Darren Thresh Yorkshire Water

Breakout sessions

Feedback

Group 1

oCustomer awarenessoService type switchingoIdentification of the contestable market

Group 2

oAbility to switchoRegistration and switching scenariosoSwitching process

Names Company Group

Paul Fry OpenWater

1

Bob Stear Defra

Christine Blackwell Consumer Council for Water

Gary Craig Central Market Agency (Scotland)

John Vinson Bristol Wessex Billing

David Seymour Business Stream

Kulwinder Johal Severn Trent Water

Paul Graham Southern Water

Julian Tranter Thames Water

Paul Gill Yorkshire Water

Ian Hopkins Ofwat

2

Stephen Beddoes OpenWater

Jeremy Doner Sutton and East Surrey Water

Tim Orange South Staff Waters

Richard Masterson Severn Trent Costain

Katy Spackman Northumbrian Water

Ned Coleman South West Water

Jonathan Clarke Anglian Water

Darren Thresh Yorkshire Water

Registration and Switching v2.0 Approach and additional content

Next steps and future working groups

CloseHave a safe journey and a good weekend