A quick guide to useful terms you need to know

Water retailer

A water retailer is the company your business contracts with for water and wastewater services. They don’t supply the water physically – that’s the wholesaler’s job – but they handle customer service, billing, meter-management, and account queries. Essentially, your relationship is directly with the retailer, and they act as your main point of contact. Retailers compete for your business, which means you can compare them on price, service, and extras like water-saving advice. (Companies like Everflow and Castle Water are two examples of water retailers you may well have heard of.)

Wholesaler

The wholesaler is the company that owns and maintains the pipes, mains, treatment plants and other infrastructure used to deliver clean water and remove wastewater. The crucial difference is that while you don’t deal with the wholesaler directly, they’re the ones physically supplying the service to your premises.

Each region of England and Scotland is covered by a different wholesaler, and their charges form the base costs passed on by your retailer. Wholesalers are also responsible for fixing leaks in the public network and managing water quality. Examples of major wholesalers include Thames Water and Severn Trent, both of which serve large areas of England with infrastructure and treatment services.

Deregulation

If you’ve taken a detailed look at our blog before, you may have seen us talk about deregulation. This refers to the opening up of the business water market in England, which took place in April 2017. Before this change, businesses had no choice over their water supplier – they had to use the provider assigned to their area. Since deregulation, non-household customers in England and Scotland have been able to switch water retailers in much the same way you can choose your electricity or broadband provider. The goal is to increase competition, drive down prices, and improve service standards for business customers.

SPID

SPID stands for Supply Point Identifier. It’s a unique number used to identify the exact location where water or wastewater services are delivered to a business premises. Every supply point has its own SPID, and you’ll usually see it referenced on your bill. Knowing your SPID is essential when switching retailers or querying a bill, as it helps pinpoint the specific service connection in question. (If your business operates across several sites, you may have multiple SPIDs.)

Trade effluent

Trade effluent is the term used for any liquid waste that’s discharged from a business or industrial process into the public sewer system. (The definition excludes excluding domestic wastewater from toilets and kitchens.) It includes things like oils, chemicals, detergents and food waste from manufacturing or commercial cleaning. Discharging trade effluent without proper consent is a legal offence, so it’s important to know if your business is affected. Charges for trade effluent are based on both volume and the type of substances being disposed of.

ZLD

ZLD stands for Zero Liquid Discharge. This is a process where all wastewater is treated and reused on-site, leaving no liquid waste to be discharged into the sewer network. It’s an advanced approach often used in heavy industry to reduce environmental impact and comply with strict effluent regulations. Although not common across all sectors, ZLD systems are becoming more relevant for high-volume or high-risk waste producers. They can also help businesses reduce their reliance on public sewer networks and lower trade effluent costs.

Vacancy status

Vacancy status refers to whether a business premises is officially marked as occupied or vacant in the central market system. If a property is listed as vacant, it should not be charged for water or wastewater services – but incorrect vacancy data can result in billing errors. Updating vacancy status promptly when a business moves in or out helps avoid disputes and ensures accurate billing. Retailers and wholesalers rely on this information to manage supply and usage expectations.

Retail exit code

The retail exit code is a framework that governs what happens when a wholesaler exits the retail market – in other words, when they stop offering retail services directly to customers. Basically, it’s a protocol that ensures that affected customers are automatically transferred to a licensed retailer and continue receiving uninterrupted service. Since deregulation, wholesalers no longer offer retail services in most of England, but the code remains important as it outlines customers’ rights and protections during these types of transitions. It also clarifies the process for returning to the regulated tariff if needed.

Leakage allowance

A leakage allowance is a potential credit applied to your account if you experience a leak on your private pipework that results in unusually high charges. Not all wholesalers offer them, and the rules can vary – for example, you may need to prove the leak was repaired promptly. This allowance is usually granted once per leak event and must be formally requested. It doesn’t cover negligence or poor maintenance, and some wholesalers may only credit wastewater charges, not water supply.

That’s just a quick guide to some of the most common terms that might crop up – and don’t forget, if you have any questions about these phrases (or indeed any others!), don’t hesitate to ask our team at The Business Water Shop.

And if you do decide to make the switch, that’s exactly where we can help. Our network of trusted suppliers encompasses the whole of the UK, which makes us the perfect option to get you the most competitive water quotes for your business. We’ve even been able to save some customers up to 55% on their water bills, and you can count on us to use all our resources and industry expertise to get you the best deal.

It only takes a few minutes to get your online quote – so if you’re thinking about moving to switch business water suppliers, there’s never been a better time to do it!