Business water switching data published by Market Operator Services Limited (MOSL) is not representative of actual switches, according to the largest retailer, Water Plus.
The company said the MOSL report shows requested switches rather than actual switches which have taken place in the market. It said that not all requested switches are completed, for a variety of reasons.
The MOSL data suggests Water Plus has lost 7,817 supply points and gained 6,480 – a net loss of 1,332, but the company said it has actually lost 5,377 and gained 5,409 – a net gain of 32.
Water Plus chief executive Sue Amies-King said the company has maintained among the highest percentage customer retention rates in the sector. This, combined with its wins, has helped it grow its overall number of supply points based on the actual switches having taken place, she added.
The company has created two charts based on Central Market Operating System data using “actual switches” which have taken place in the market as of 30 June.
MOSL declined to comment.
Graph: Non-household retailer gains and losses (England)
Source: Water Plus
The data shown is based on CMOS data using actual switches (SPIDS) effected in the market by 30 June 2017. Whilst using the same dataset and time period, the MOSL report shows figures on switch requests submitted adjusted for known cancellations.
Graph: Non-household retailer annualised customer churn rates (England)
Source: Water Plus
Based on actual switches (SPIDS) effected in the market as of 30 June 2017. Entities have been combined to align with corporate structures (for example, Pennon includes South Staffs).