Changes to non-householder customer 1 April 2017: questions and answers

Last reviewed:

Below we've answered some of the questions you might have about the changes to non-household connections.

How do I appoint a retailer?

Information about appointing a retailer can be found on the Open Water site. You’ll then need to contact and appoint a retailer. Once appointed, the retailer will notify our Developer Services team. Please note that this notification must come from the retailer, and not from the developer.

At what stage should I appoint a retailer?

You can appoint a retailer at any time before or during your development. However, if the connection date is near and you still haven’t appointed a retailer, the Market Operator is likely to appoint one on your behalf.

If my site is a mixture of household and non-household properties, do I need to separate my application for a new water connection?

No, continue as you do today and submit an application for your development to us at Thames Water. The application, quotation and connection process remains unchanged.

Will the current service levels change?

All service levels – such as quotation and connection timescales – remain as they are today. 

Who should I liaise with over connection dates for my development?

The current process is unchanged – please contact our Developer Services helpdesk on 0800 009 3921.

How do I order internal meters for my development?

The current process is unchanged – please contact our Developer Services helpdesk on 0800 009 3921.

Once the development is complete and my building water supply is to be retained for a domestic property, what is the process?

You’ll need to contact the retailer who handled your building water supply, who will take you through the process. This will either be one you have chosen, or one allocated by the Market Operator. In the latter case, the Market Operator will have told you who your appointed retailer is upon completion of your connection. If you don’t have a retailer, or aren’t sure who it is, please contact us.

Who is responsible for managing the disconnection of the meter once the development is complete?

For non-household supplies, you’ll need to contact the retailer assigned to your building water supply, who will take you through the process. The same process will apply, whether it is a temporary building supply or a normal supply.