Ofwat has acted on concerns over Clear Business Water Ltd’s compliance with Customer Protection Code of Practice {CPCoP) – the business water retailer has now confirmed its commitment to compliance with the CPCoP.
As part of Ofwat’s monitoring of compliance with the CPCoP the regulator requested compliance statements from all retailers in May 2025.
Clear Business Water Ltd (CBW) was one of the retailers randomly selected to provide supplementary compliance evidence.
As part of Ofwat’s review of the compliance statement and supplementary evidence submitted by the company Ofwat identified concerns in relation to its compliance with the back billing provisions in section 9.3.1 of the CPCoP. The concerns included that CBW’s Terms and Conditions of Supply did not align with the back billing restrictions in the CPCoP and that customers may have been back billed in excess of the restrictions.
The business retailer confirmed that approximately 309 customers had been incorrectly back billed in excess of the timeframes permitted by the CPCoP between October 2024 and October 2025, either due to a change of tenancy or a data error. Clear Business Water also confirmed that the total amount back billed in excess of the permitted during this period is approximately £350,000.
Clear Business Water Ltd has now reviewed and updated its Terms and Conditions of Supply to ensure that these properly align with section 9.3.1 of the CPCoP.
It is also reviewing all back bills that have been issued since market opening to ensure that these are compliant with the CPCoP. Where it is identified that a bill is not compliant, the company is applying account credits for all affected customers (or where the customer no longer receives services from CBW, it will make attempts to contact the customer and process a refund in accordance with the CPCoP. ThE review is due to be completed by 8 May 2026.
Clear Business Water has confirmed its commitment to compliance with the CPCoP and has provided undertakings under section 19 Water Industry Act 1991 in relation to the compliance issues and remedial action.
Ofwat commented:
“We will review Clear Business Water’s compliance with these undertakings following completion of the back billing review and will monitor ongoing compliance as part of our annual review of compliance with the CPCoP.”
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