## Save money on your Retail Water ### Becoming a Veolia Retail Water customer makes sound financial sense. As a water retailer, Veolia has been helping business customers in Scotland save money since 2013 and, with the launch in 2017 of the Open Water programme, we have extended this service to customers in England. #### How we can help As a water expert, we can help your business to reduce both water costs and risks. We will provide clear, transparent billing and responsive customer service. This will help you to clearly understand your water costs and identify savings. Beyond that, we take a systematic approach to reducing your water costs through monitoring, benchmarking, analysis and innovative solutions. But you may be unsure about what impact changing contracts will have on your business – especially if you operate multiple sites. Rest assured, our easy switch process makes it quick, simple and hassle free. Within 48 hours of signing a contract you’ll receive a welcome pack and be assigned an onboarding team member who can familiarise you with our products and services. The team member will be set up your initial account to: - Make sure you’re on the optimum tariff - Benchmark your water usage - Validate your bill #### Competition in the Retail Water Market As an experienced water retailer, we understand the complex water market and the service you deserve from your own Retailer. However, we would like to advise that as a non-household customer, you can choose which Retailer you wish to engage with. The introduction of competition in the water industry has brought a wider choice of suppliers and more tailored services. You are able to change Retailer at any time, with no fees, as long as you do not have outstanding debt of 90 days or more. You can find out more about these choices on the Consumer Council for Water website [www.ccwater.org.uk/businesses](https://www.ccwater.org.uk/businesses) and the Open Water website[ ](< www.open-water.org.uk>)[www.open-water.org.uk](https://www.open-water.org.uk/) #### How do we create value for you? We enable our customers to be become more water efficient, take control of water costs, and improve both compliance and resilience. Our easy switch service makes it possible to transfer all your sites on the same agreed date. You will then be allocated a dedicated account manager who can work with you to reduce your future water consumption and improve your environmental credentials. #### Notification of Exit Application [PDF Terms & Conditions (262.44 KB) ](/sites/g/files/dvc1681/files/document/2022/07/Deemed%20Contract%20T%26Cs%20for%20Exit%20Area%20Customers%20in%20Tidworth%20-%20July%202022_0.pdf) [PDF Notice of Exit Application (186.3 KB) ](/sites/g/files/dvc1681/files/document/2022/07/Notice%20of%20Exit%20Application_0.pdf) **Charges Documents 2026/27** [PDF Veolia Water Retail (UK) Ltd - Scheme of Charges 2026/27 (121.21 KB) ](/sites/g/files/dvc1681/files/document/2026/03/Veolia%20Water%20Retail%20%28UK%29%20Ltd%202026_27%20Scheme%20of%20Charges.pdf) [PDF Veolia Water Retail (UK) Ltd - Scheme of Charges 2026/27 - Tidworth Exit Area (231.01 KB) ](/sites/g/files/dvc1681/files/document/2026/03/Veolia%20Water%20Retail%20%28UK%29%20Ltd%202026_27%20Scheme%20of%20Charges%20-%20Tidworth%20Exit%20Area%20.pdf) [PDF Scottish Water Part 2 - Wholesale Charges Scheme 2026-27 (462.96 KB) ](/sites/g/files/dvc1681/files/document/2026/03/Scottish%20Water%20Part%202%20Wholesale%20Charges%20Scheme%202026-27%20%282%29.pdf) [PDF WICS Default Directions 2026-27 (462.96 KB) ](/sites/g/files/dvc1681/files/document/2026/03/WICS%20Default%20Directions%202026-27.pdf) **Charges documents 2025/26** [PDF Veolia Water Retail (UK) Ltd 2025-26 Scheme of Charges (197.06 KB) ](/sites/g/files/dvc1681/files/document/2025/03/Veolia%20Water%20Retail%20%28UK%29%20Ltd%202025_26%20Scheme%20of%20Charges%20.pdf) [PDF Veolia Water Retail (UK) Ltd 2025-26 Scheme of Charges - Tidworth Exit Area (283.84 KB) ](/sites/g/files/dvc1681/files/document/2025/03/Veolia%20Water%20Retail%20%28UK%29%20Ltd%202025_26%20Scheme%20of%20Charges%20-%20Tidworth%20Exit%20Area.pdf) [PDF Part 2 Wholesale Charges Scheme 2025-26 (409.8 KB) ](/sites/g/files/dvc1681/files/document/2025/03/Part%202%20Wholesale%20Charges%20Scheme%202025-26%20%281%29.pdf) [PDF Default Directions 2025-26 (388.22 KB) ](/sites/g/files/dvc1681/files/document/2025/03/Default%20Directions%202025-26%20%281%29.pdf) **Charges documents 2024/25** [PDF Tidworth Retail Charges 2024/2025 (149.91 KB) ](/sites/g/files/dvc1681/files/document/2024/04/Veolia%20Water%20Retail%20%28UK%29%20Ltd%202024_25%20Scheme%20of%20Charges%20-%20Tidworth.pdf) [PDF Scottish Water Wholesale Charges 2024/25 (377.01 KB) ](/sites/g/files/dvc1681/files/document/2024/04/Part%202%20Wholesale%20Charges%20Scheme%202024-25.pdf) [PDF Veolia Water Retail (UK) Ltd 2024/25 Schemes of Charges (112.6 KB) ](/sites/g/files/dvc1681/files/document/2024/04/Veolia%20Water%20Retail%20%28UK%29%20Ltd%202024_25%20Scheme%20of%20Charges.pdf) [PDF WICS Default Directions 2024/25 (385.72 KB) ](/sites/g/files/dvc1681/files/document/2024/04/WICS%20Default%20Directions%202024-25.pdf) [PDF VWR(UK)L Transfer Read Dispute Charter (516.66 KB) ](/sites/g/files/dvc1681/files/document/2024/04/VWR%28UK%29L%20Transfer%20Read%20Dispute%20Charter.pdf) **Charges documents 2023/24** [PDF Tidworth Retail Charges 2023/24 (146.41 KB) ](/sites/g/files/dvc1681/files/document/2024/04/Tidworth%20Retail%20Charges%202023-24_0.pdf) [PDF Scottish Water Wholesale Charges 2023/24 (296.47 KB) ](/sites/g/files/dvc1681/files/document/2024/04/Scottish%20Water%20Wholesale%20Charges%202023-24_1.pdf) [PDF Veolia Water Retail (UK) Ltd 2023/24 (113.53 KB) ](/sites/g/files/dvc1681/files/document/2024/04/Veolia%20Water%20Retail%20%28UK%29%20Ltd%202023_24%20Scheme%20of%20Charges.pdf) [PDF WICS Default Directions 2023/24 (384.14 KB) ](/sites/g/files/dvc1681/files/document/2024/04/WICS%20Default%20Directions%202023-24.pdf) [Contact Us](https://www.veolia.co.uk/connect-our-water-solutions-team) **"Clearly understand your water costs and identify savings"** ### Customer Service If you are a prospective or existing customer here is how you can contact us Phone: 0203 567 8174 Email: [BusinessWater@veolia.co.uk](mailto:businesswater@veolia.co.uk) ### Service Standards [You can access our Service Standards for Scotland here](https://www.veolia.co.uk/sites/g/files/dvc1681/files/document/2025/10/_VWPL%20Service%20Standards.pdf) ### Customer Complaints Procedure Our aim is to provide you with great customer service. If for any reason you would like to make a complaint, you can find information on our customer complaints procedure for Retail Water customers [here.](/retail-water-complaints-procedure "Retail Water Complaints Procedure") ### Credits and Refunds If your account is in credit, we will regularly communicate the value of this to you by email. You are welcome to hold credits on your account to be used against future water invoices. Alternatively, you can request a refund to your company bank account, by either responding to the correspondence you have received from us, or by contacting us at or call [0203 567 8174](tel:) Refunds will be completed via BACS transfer and our aim is to refund you within 20 business days following confirmation of your bank details, however we will keep you updated throughout the process. ### England & Wales Vulnerability This document outlines Veolia Water Retail UK Limited's commitment to supporting vulnerable non-household customers, in accordance with Ofwat requirements and our corporate values. [Vulnerability Strategy](https://www.veolia.co.uk/sites/g/files/dvc1681/files/document/2026/01/Veolia%20Water%20Retail%20UK%20Limited%20Vulnerability%20Strategy%20%20%282%29.pdf) Clear, transparent billing and responsive customer service Understand your water costs and identify savings A systematic approach to reducing your water costs