Transfer of an additional site or if you’re new to the Framework

Managing your transfer

If you’re brand new to the Framework or, following a review of your Site List, you have any sites that need to be transferred to us, our experienced Onboarding team will help take care of every aspect of the transfer.

  • We’ll validate your Site List against market data to ensure we’ve accurately captured all your sites
  • We’ll ask you to clear all outstanding balances with your current provider before we submit the transfer
  • We’ll apply for your transfer with the Central Market Agency and build your accounts within our systems, and
  • We’ll work with the outgoing retailer and Scottish Water to manage any inflight enquiries to ensure a smooth transfer.

Collecting transfer meter readings

If you’re brand new to the Framework or you’re adding a new site to your existing portfolio, to ensure bills are accurate from the outset, we’ll visit any new sites being onboarded to take meter readings within two days of either side of the date the new Framework starts or, if after 1 April 2024, the date you join the Framework.

We’ll provide regular updates on the progress of your transfer to the primary contact you listed in your Options Form.

Transferring to us after 1 April 2024

If you’re transferring to us after 1 April, we’ll follow the same process as above but agree specific transfer dates with you. Once you’re on the Framework, we’ll ensure you receive all of the communications noted above. You’ll have access to a recording of all webinars that have already taken place via the Useful Resources Library.

Keeping you informed

We’ll keep in touch with you through different channels including:

  • Webinars
  • Regional Water Forums
  • Online resources and training sessions
  • New customer satisfaction surveys
  • Industry events, and
  • Our quarterly newsletter.