The Water Retail Company | Sustainable solutions, exclusive service

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Abstraction

The process of taking water from a natural source, such as a river, lake, or underground aquifer, for use.

Account manager

Dedicated professional responsible for managing client portfolios, ensuring the delivery of tailored water and wastewater services, and providing customer support.

Accredited laboratory

A testing facility that meets regulatory standards for water quality analysis.

Automatic Meter Reading (AMR)

A technology that allows for the remote collection of water consumption data from water meters, eliminating the need for manual readings. AMR systems transmit usage data electronically, providing more accurate readings and enabling real-time monitoring of water consumption.

Automatic meter readers without data loggers

A technology that works with pulse-enabled meters. They deliver data every fifteen minutes, which can be extrapolated to hourly, daily, and monthly data. This data can be exported in Excel and viewed on a platform as part of the charts, graphs, or tables.

Automatic meter reading with data loggers

A technology that offers all the same benefits as AMRs without data loggers, with the addition of storing the data locally. This is particularly useful for areas where data connectivity is unreliable. The way it works is that these AMRs store pulse data locally and then send the data in bulk when they get re-connected to the network.

Aquifer

An underground layer of rock or sediment that holds and transmits groundwater.

B

Backflow prevention

Measures taken to prevent the reverse flow of contaminated water into the public water supply, ensuring safe drinking water.

Billing cycle

The regular period, often monthly, quarterly, or bi-annually, used to calculate and issue water invoices to customers based on their usage.

Borehole

A deep, narrow hole drilled into the ground to access underground water sources, typically used for obtaining water from aquifers. Boreholes are commonly used in areas where surface water is scarce or unavailable and are equipped with pumps to extract groundwater for domestic, agricultural, or industrial use.

Business water supplier

A retailer that provides water services to non-household customers. The Water Retail Company is a business water supplier.

C

Catchment area

A defined geographic area where precipitation collects and drains into a single water source, such as a river, lake, or aquifer. Effective management of catchment areas is crucial for sustainable water supply and ecosystem health.

Climate resilience

The capacity of water systems to adapt to the adverse impacts of climate change, such as prolonged droughts, severe storms, and rising sea levels. This involves infrastructure upgrades, alternative water sources, and improved forecasting.

CMOS

Central Market Operating System is the primary IT system for the non-household water market, which facilitates electronic transactions for customer switches and manages water usage data, ensuring accurate settlement processes.

CMA

The Central Market Agency is the central body that oversees the non-household water retail market in Scotland, owned and managed by market participants operating in the market. It manages supplier switching and financial settlements between retail licences and Scottish Water.

CCW

The Consumer Council for Water is a body that represents consumers in the water and sewerage sector, handling complaints, advocating for customer rights, and ensuring consumer interests are considered in industry decisions. While not a regulator, CCW works closely with Ofwat, holding companies accountable and providing input on issues and Ofwat’s charging rules.

COT

Change of tenancy is a process in the water industry where the responsibility for a water account is transferred from one business customer to another due to a change in occupancy.

Coagulation and flocculation

Essential steps in water treatment that involve adding coagulants, such as alum, to destabilise suspended particles. These particles then aggregate into larger clumps (flocs) for easier removal via sedimentation or filtration.

Complex client portfolios

A term used to describe a diverse and intricate range of clients that require customised solutions, often involving multiple locations or industries, for water management and services.

Customer engagement

Efforts by water retailers to build strong relationships with customers by educating them about water conservation, providing transparent billing, and fostering two-way communication to address concerns.

Consent to discharge

Permission required for businesses to release trade effluent into the sewer system.

Contaminants

Substances that may pollute water, such as chemicals, bacteria, or heavy metals.

D

Demand management

The strategic approach to balancing and managing water usage, particularly during times of high demand, to avoid shortages and ensure efficient use.

Desalination

A process that converts seawater or brackish water into fresh water by removing salt and other impurities. Common methods include reverse osmosis and distillation. Desalination plays a key role in addressing water scarcity, especially in arid regions.

Drainage

A network of sewers, drains, and infrastructure designed to efficiently channel wastewater and stormwater away from developed areas.

DEFRA

Department for Environment, Food & Rural Affairs is a government department responsible for managing environmental protection, food safety, and rural affairs. It plays a key role in ensuring the sustainable management of the UK’s natural resources, including water, land, and biodiversity, and in shaping policies related to climate change, pollution control, and rural economies. It oversees the water market reform in England, ensuring legislative changes from the Water Act 2014 are implemented, and works with agencies like Ofwat and the Environment Agency to regulate the water industry.

DWI

The Drinking Water Inspectorate is an independent drinking water quality regulator, responsible for overseeing the quality of drinking water in England and Wales, ensuring that water companies comply with regulations. DWI monitors water quality, inspects companies, and has the authority to require improvements to ensure water safety and standards, holding companies accountable for public health.

Deregulated water market

An open water market that allows businesses to choose their water supplier.

Discharge permit

A legal document that allows businesses to release treated water into the environment.

Drinking water standards

Regulations that specify the quality and safety levels of water that can be consumed by the public, typically managed by health authorities.

Drought management plan

A proactive strategy designed to mitigate the effects of water shortages during dry periods. It includes measures such as water restrictions, public awareness campaigns, and investment in alternative water sources like reclaimed water.

E

Environment Agency

The environmental regulator, responsible for overseeing water quality, resources, and environmental performance of water companies in England. It regulates water abstraction, wastewater treatment, and discharge into the environment, while also guiding water companies on long-term resource management and drought planning. Established by the Environment Act 1995 and mainly funded by government grants, it advises the government on environmental matters and collaborates with organisations to reduce flood risks, support sustainable development, and protect water quality.

Effluent

Treated or untreated wastewater discharged from industrial facilities, treatment plants, or households into the environment. Effluent quality is regulated to minimise pollution and protect aquatic ecosystems.

Environmental footprint

The impact of a company's activities on the environment, including the use of natural resources and the generation of waste or emissions.

Environmental compliance

Adhering to laws and regulations regarding water use and wastewater discharge.

F

Fixed charge

A constant fee charged to a customer, regardless of water consumption, often covering the costs of maintaining water infrastructure.

Foul sewer

A sewer system that carries wastewater and sewage.

G

Greywater

Water from sinks, showers, and washing machines that can be treated and reused for non-potable applications like landscape irrigation, reducing the demand on freshwater supplies.

Greywater recycling

The treatment of wastewater so it can be reused for non-potable purposes. It is a sustainable water management practice that involves treating wastewater from sources such as showers, sinks, and washing machines to be reused within commercial buildings. This treated water, known as greywater, is repurposed for applications such as toilet flushing, irrigation, and supplying water to heating or cooling systems.

Groundwater

Water stored beneath the Earth’s surface in aquifers.

H

Hard water

Water with a high concentration of dissolved minerals like calcium and magnesium.

I

Infrastructure leakage index

A metric that evaluates the efficiency of water distribution networks by comparing actual water losses to unavoidable losses. Lower ILI values indicate better system performance.

Integrated water resources management

A collaborative and holistic approach to managing water resources that balances social, economic, and environmental needs. IWRM promotes stakeholder participation and sustainable practices.

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K

L

Leak detection

Leak detection is the process of identifying hidden leaks in pipe systems to prevent costly damage and maintain efficiency. Unlike plumbers who repair pipes, leak detection specialists use advanced tools such as thermal imaging and acoustic sensors to locate leaks with precision and minimal disruption. By addressing leaks proactively, businesses can avoid expensive repairs and ensure peace of mind through expert, non-invasive services.

Legionella testing

Checking water systems for Legionella bacteria, which can cause Legionnaires' disease.

Licensing authority

A body that grants permissions related to water use and discharge.

Limpet reader

A device that is specifically designed to work with legacy analogue meters that do not have a pulse output. It works by taking an image of the meter and sending it to a secure database to be processed.

M

MOSL

Market Operator Services Limited is responsible for ensuring the efficient operation and stability of the non-household water market in England and Wales. It manages the central IT systems that facilitate the transfer of customer information during supplier switches, processes annual billing transactions, and ensures smooth interactions between water wholesalers and retailers. MOSL works alongside Defra and Ofwat to support the Open Water programme, overseeing market participation, compliance, and operational efficiency.

Meter reading

The process of recording the amount of water consumed by a customer, often done through a water meter located at the customer's property.

Metered billing

A water billing system based on actual consumption recorded by a meter.

N

Non-potable water

Water that is not safe for human consumption but is suitable for uses like irrigation, industrial cooling, and flushing toilets. Reusing non-potable water reduces the strain on freshwater sources.

Non-revenue water

Water that is produced but not billed to customers, often due to leaks, theft, or other losses within the water distribution system.

Non-household customers

Businesses and organisations that consume water but are not residential properties.

New water connection

The process of establishing a new water supply to be connected to the existing network. This connection is typically required for non-domestic, commercial, and industrial purposes and is facilitated through an agreement between the water wholesaler and the client. The terms and conditions, including the costs involved, are set by the wholesaler, who ensures that they can meet both current and future demand for business’s water needs.

O

Open Water

The deregulated water retail market in that allows businesses, charities, and public sector organisations to choose from licensed water retailers, rather than being tied to a single regional provider. Introduced in 2017 in England (following Scotland's 2008 deregulation), it separates retail and wholesale functions, promoting competition, lowering costs, and improving service quality.

Ofwat

Economic regulator and licensing authority for the water market in England and Wales. It oversees the market by setting charging guidelines, licensing regulations, and service standards, while ensuring water companies provide reliable services, fair prices, and meet legal obligations. Ofwat also works to raise awareness about the market, protect customers, and encourage competition and sustainability in the sector.

P

Peak demand

The time of day, week, or year when water consumption is at its highest. Managing peak demand involves demand-side measures, such as pricing incentives, and supply-side solutions like increased storage capacity.

Pipeline rehabilitation

A process that involves repairing or replacing deteriorated or damaged water pipelines to reduce leaks, improve pressure, and ensure reliable delivery of water.

pH Level

A measure of how acidic or alkaline water is.

Potable water

Water that is safe for human consumption.

Permanent disconnection

Occurs when a connection to the water network is removed or made unworkable, meaning that water supply can only be restored through a new water connection. In this process, the Supply Point ID is deregistered, the pipework between the property and the mains is removed, and the open end is capped to prevent any water usage.

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R

Rainwater

Water that falls from the atmosphere in the form of precipitation, typically as rain. Rainwater is a renewable and natural source of water that can be harvested for various uses, including irrigation, landscaping, and, in some cases, potable water after proper filtration and treatment. It is an important resource in water conservation efforts, especially in areas where freshwater supplies are limited or during periods of drought.

Rainwater harvesting

The practice of capturing and utilising rainwater that falls on rooftops or other surfaces before it can be lost as runoff into drainage systems. Instead of allowing this valuable resource to go to waste, businesses can collect and repurpose it for various non-potable uses.

Raw water

Untreated water directly drawn from natural sources like rivers, lakes, or aquifers. Raw water undergoes purification to meet drinking water standards before distribution.

Reliable service model

A service approach that guarantees consistency, dependability, and performance, offering clients predictable and trustworthy outcomes.

Runoff

Rainwater that flows over surfaces like roads, roofs, and fields, eventually entering drains, sewers, or natural water bodies.

Retailer

A company that supplies water and wastewater services to business customers.

S

Service Level Agreement (SLA)

A contractual agreement between water retailers and customers that outlines the expected level of service, including response times for issues, water quality standards, and resolution procedures.

Sewerage services

The management and treatment of wastewater and sewage, typically provided alongside water services in urban areas.

Sewage treatment

The process of cleaning wastewater before its release into the environment.

Smart meter

A water meter that provides real-time consumption data. Smart meters are advanced meters that are remotely connected and send accurate real-time data to water companies and users. They use sensors that track water use and collect real-time water readings. Smart meters send water meter readings directly from the site through the network using a connection tailored to the specific needs of smart metering, ensuring reliability, security, and resilience in various environments.

Smart metering

The use of advanced digital meters that automatically record and transmit water usage data, often enabling real-time monitoring and more accurate billing.

Sludge management

The handling, treatment, and disposal of residual sludge generated during wastewater treatment. Advanced methods include anaerobic digestion for energy recovery and composting for agricultural use.

Submeter

Meters that track the consumption of water for a specific part of the building. Because they allocate this information per building area, a landlord or property manager can correctly distribute the water consumption costs per tenant.

Submetering

The practice of installing additional meters within a property or facility to measure water usage for individual tenants or specific areas, separate from the main water meter. Submetering allows for more accurate billing based on actual usage, often in multi-tenant buildings or large facilities where water is shared.

Site survey

A site survey is a thorough inspection and an in-depth assessment of your business water and wastewater infrastructure. This includes a comprehensive evaluation of the physical water systems, including meter locations, pipework, drainage systems, and overall water usage patterns. Site surveys are a proactive approach to water management.

Stormwater management

Techniques used to control runoff from rainfall or snowmelt to prevent flooding, reduce pollution, and recharge groundwater.

Sustainability

The practice of managing resources, particularly water, in a way that meets current needs without compromising future generations' ability to meet their own needs. This includes reducing consumption, lowering environmental impacts, and using resources efficiently.

Surface water

Water from lakes, rivers, and reservoirs.

T

Tailor-made services

Customised solutions designed to meet the specific needs and requirements of each client, ensuring high-quality and efficient water management.

Tariff

The price structure or rate schedule applied to water usage, which can vary depending on factors like usage volume, type of customer and region.

Temporary water connection

Short-term access to water services at a site where a permanent connection is not yet necessary or feasible. It ensures a reliable water supply for projects with set timelines, allowing operations to proceed smoothly without the need for long-term infrastructure commitments.

Temporary disconnection

Occurs when the water supply is temporarily turned off, and it can be subsequently reconnected without a new connection being made.

Transparent service model

A model that emphasizes clear, open communication with clients, ensuring they are informed about all aspects of their water services, including costs, usage, and any changes.

Treatment plant

A facility that processes water or wastewater.

TWRC

The Water Retail Company, established in 2017, is a specialist water retailer, dedicated to supporting businesses across Great Britain. Independent of any specific water wholesaler, we specialise in managing large, complex client portfolios, with a commitment to delivering high-end, tailor-made expert services.

Trade effluent

Liquid waste from industrial and commercial processes. Trade Effluent is any liquid waste, excluding domestic sewage and surface water, that is produced from industrial or commercial processes and discharged from business premises into the public sewer system.

Trade effluent consent

A legal document, issued under the Water Industry Act 1991, that grants permission to discharge trade effluent into the public sewer and serves as a licence specific to the property where the effluent is produced. It imposes limits on things like the volume and rate of discharge, pH levels, ammonia, oil, suspended solids, chemical oxygen demand, temperature, concentration of organic matter and prohibits substances that produce harmful and toxic vapours, as well as dangerous chemicals. The calculation of trade effluent is based on the strength and volume of the discharge, with the Mogden formula used to establish a unit rate per cubic metre.

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V

Valve

A device that controls water flow in a pipeline.

W

Water asset management

A comprehensive process involving the maintenance, optimisation, and replacement of water infrastructure assets, such as pipelines, reservoirs, treatment plants, and pumps. It ensures operational efficiency, minimises costs, and extends the lifecycle of critical equipment.

Water allocation

The process of distributing water resources among different users, including agricultural, industrial, and residential sectors, often based on legal and environmental considerations.

Water audit

A detailed review of water usage, utility bills, and infrastructure, using historical data and on-site inspections to identify leaks, optimise processes, and highlight areas for improvement.

Water conservation program

A structured initiative by a water retail company to encourage customers to reduce water usage, through education, incentives, or rebates for water-efficient appliances.

Water efficiency

Strategies and core principles focusing on helping businesses lower water consumption, reduce costs, and improve their environmental footprint.

Water meter

A device installed at a customer’s property to measure the volume of water consumed for billing and consumption monitoring.

Water governance

The policies, regulations, and institutions that oversee the management, allocation, and distribution of water resources. Effective governance ensures equitable access, sustainability, and transparency.

Water infrastructure

The physical systems and facilities required for water collection, treatment, storage, and distribution, including pipelines, reservoirs, pumping stations, and treatment plants.

Water pollution

The contamination of water bodies, such as rivers, lakes, and oceans, by harmful substances, including chemicals, waste, and microorganisms. Water pollution affects ecosystems, human health, and water supply.

Water quality

The measurement of water's cleanliness and suitability for consumption or other uses, regulated by health and safety standards.

Water quality testing

Water quality testing is the process of evaluating the presence of contaminants and harmful bacteria in both drinking and process water systems. This testing encompasses a broad spectrum of physical, chemical, and microbiological analyses aimed at determining the current state of the water and the system it flows through.

Water reuse

The practice of treating and reusing water for purposes such as irrigation, industrial use, or non-potable applications to reduce demand on fresh water sources.

Water rights

The legal rights to access and use water from a specific source, regulated by local, state, or national authorities.

Water scarcity

A condition where the demand for water exceeds the available supply due to factors like population growth, drought, and mismanagement of resources.

Water security

The assurance of sustainable access to adequate and clean water for drinking, sanitation, and other uses, while maintaining ecosystem health and managing water-related risks.

Water shortage

A situation in which water supply is insufficient to meet demand, often caused by droughts, overuse, or environmental changes.

Water stewardship

A responsible approach to managing water resources by businesses and organisations to ensure sustainable usage, conservation, and protection of water ecosystems.

Water supply

The process by which water is provided to customers, typically sourced from natural bodies of water like springs, rivers, lakes, or underground aquifers.

WICS

The Water Industry Commission for Scotland is the economic regulator for Scotland’s water market, ensuring efficient, sustainable, and fairly priced water services. WICS sets price limits, monitors performance, and promotes competition, aiming to maintain high-quality services and long-term sustainability for customers.

Water sustainability reporting

The documentation and disclosure of a company's efforts, achievements, and challenges related to water conservation, efficiency, and environmental impact.

Water treatment

The process of cleaning and purifying water to make it safe for consumption, typically involving filtration, chemical treatment, and disinfection.

Water usage

The amount of water consumed by a customer, typically measured in cubic metres, litres or gallons, and used as the basis for billing.

Water and wastewater services

Services related to both water supply and wastewater management, ensuring effective handling of both drinking water and treated wastewater in compliance with environmental and regulatory standards.

Wholesaler

An entity responsible for supplying water to water retailers, who then distribute it to customers. The water retailer manages the customer-facing aspects, while the wholesaler handles large-scale supply.

Water saving device

A tool or system designed to minimise water usage, prevent unnecessary waste, and promote efficient water management. They range from simple tools to advanced technologies. These devices are designed to meet a variety of business needs and can be implemented across diverse environments, including offices, hotels, educational institutions, manufacturing plants, and retail spaces.

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Z

Zoning

The division of an area into zones or sectors for water management purposes, often used to monitor and manage water usage, detect leaks, and ensure efficient distribution.

Glossary

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