3 myths about switching water suppliers

Rising costs, messy bills and limited time can make any change feel riskier than sticking put.

If water sits quietly in the background, it’s easy to assume switching retailer will invite hassle or uncertainty. Here are three myths we hear from busy teams and the reassuring truth behind each one.

Myth 1: “Changing retailer could affect water quality or emergency response”

When water is business critical, nobody wants to gamble with quality or response times for bursts and leaks.

Why this isn’t true: In the open water market, the regional water company (the wholesaler) still owns the pipes, treats the water and handles operational issues. Switching retailer changes who bills you and supports your account, not the physical supply or who turns up in an emergency.

The reassuring truth: Your taps, mains and emergency support continue as before. What can change, often for the better, is the clarity of billing and the responsiveness of customer service from your chosen retailer.

Myth 2: “Our sites are too complex: multi-region, with trade effluent, so a switch will get messy”

Multi-site portfolios and trade effluent permissions can make you worry that switching will add complexity, not reduce it.

Why this isn’t true: The market is designed for organisations with many locations. Retailers can consolidate bills across sites, which is a recognised benefit for multi-site customers. Trade effluent consents are issued and regulated by the wholesaler, not the retailer, so your existing permissions remain in place when you change who manages your account and billing.

The reassuring truth: A good retailer can bring your sites under simpler billing and a single point of contact, while your effluent consent and technical rules stay with the wholesaler. If you’re in England or Scotland and eligible, you can switch; in Wales, only very high users qualify to choose a retailer, which is worth checking before you invest time.

Myth 3: “Prices are regulated, so switching won’t make any difference”

If you’ve heard that charges are set by the regulator, it can feel like there’s nothing to gain by moving.

Why this isn’t true: Ofwat regulates wholesale charges (the cost of the physical supply and wastewater removal), but retailers set the retail element and service package. The Retail Exit Code provides protections for business customers on default or deemed contracts, especially smaller users, by capping how much they can be charged in those default arrangements. But retailers can still compete in margin (within permitted limits), billing accuracy, customer support and additional services. Especially for portfolios with multiple sites, differences in billing and service quality can make a tangible difference.

The reassuring truth: Switching isn’t only about unit rates. It’s about clearer bills, fewer queries, help spotting usage anomalies, and service that fits how your business runs, plus the potential for a better overall price once the retail element and service standards are considered.

Taking the first step

The myths around switching often stop businesses from looking more closely at what they’re really getting. But as you’ve seen, the truth is simpler and more reassuring than it first appears.

Troo can help you make sense of your options with a free water review, giving you clarity on your current charges and showing whether switching could deliver value without the hassle.