Source for Business is a trading name of Pennon Water Services Ltd (PWS). We're a water and wastewater retailer who provide billing, meter reading, water efficiency and customer support services for businesses in the UK.
At Source for Business, great customer service is very important to us. However, there may be times when we do not meet the high standards we aim to achieve. If this happens, we would like you to tell us. Our Code of Practice on Complaints takes you through the steps you can take.
We take an independent view of complaints but will use an arbitrator if we feel a complaint or a complainant can benefit from one.
As part of our investigation into any written complaint, we may request a site visit or further information to help us draw our conclusions. We will endeavour to resolve the complaint to your satisfaction by offering the following solutions as appropriate:
- An apology,
- An explanation,
- Remedial action, and
- Compensation where remedial action is not possible or is insufficient to deal with the complaint.
We've helped all kinds of businesses save money on their bills through two different methods:
Reduction of Water Rates
Have you signed up to a contract for your water rates? if not, you may be missing out on reduced rates. Signing up to a one, three or five year contract with Source for Business has many benefits:
- Fixing your retail tariff for up to five years will protect you against inflation and you'll also benefit from loyalty discounts.
- By signing up, your rates will immediately change, which means you'll be saving money straight away.
- If you have multiple properties, you can combine them all and receive one, simple to understand bill rather than separate bills for each premises.
- We will only charge you for the services you use when you have used them, there are no upfront payments
Value Added Services
We're not like other retailers, we don't just care about how much water you use - we like to understand how you use it. We have a tailored set of value added services that can help you to understand how you use your water, reduce your overall consumption, enhance your infrastructure to be more energy and water efficient and protect your business from supply interruptions.
To ensure that you always receive the very best service from us, our performance must reach standards which are imposed by various bodies, listed below. All the UK’s water retailers are subject to their regulations and enforcements.
Ofwat
Ofwat (The Water Services Regulation Authority) is the economic regulator
of the water and sewerage sectors in England and Wales responsible for
ensuring the companies provide good-quality, efficient services at a fair price.
Ofwat takes a leading role in reviewing our prices.
Consumer Council for Water
The Consumer Council for Water represents customers’ interests relating to price, service and value for money. It also investigates customer complaints
about water quality.
Water Redress Scheme (WATRS)
The Water Redress Scheme (WATRS) can help you solve a complaint
between you and your water provider or supplier when you have reached
deadlock.
Environment Agency
The Environment Agency is an Executive non-departmental public body
responsible to the Defra Secretary of State; it decides how much water can be drawn from the environment - plus it sets and enforces standards for the treated wastewater returned to rivers and the sea
