Help & Support

Deemed Contracts: what you need to know.

As part of the regulatory requirements of the English water market opening, business customers who have not signed up to a contract with a water retailer will move onto a ‘deemed contract’ from April 2017.

Each water retailer must publish the terms and conditions that make up their deemed contract. The detailed requirements of the this are defined by OFWAT in the Retail Exit Code. 

Download our deemed contract terms and conditions here (PDF download).

For more information take a look at our Deemed Contract FAQs (PDF download).
Information about Deemed Contracts in Scotland can be found here.

Deemed Contracts: 

  • Apply where a customer is receiving a service but has not agreed a contact with a supplier.

  • Outline the terms and conditions of the supply arrangements including the charges, services and default service levels the customer can expect from the supplier. 

Important information

In line with the new requirements introduced to the industry Customer Code of Practice (September 2019), we updated clause 5.17 in our Terms & Conditions which affects how we apply refunds of allowances for some wholesaler charging changes.
The new clause wording for 5.17 is as follows:
Regional Wholesalers may, from time to time, recalculate their charges in accordance with their charging policies, resulting in a refund or allowance to be applied against your Site or account. Subject to clause 5.21, we shall pass the benefit of any such refund or allowance granted to us directly on to you as received during the term of your Deemed Contract or afterwards.

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