How to call off against the framework

Your welcome email from us contains the following:

•    Welcome booklet - this booklet which explains the framework and the transfer process

•    Site list – a list of your sites

•    Options form – a form to complete to tell us what services you want

Please contact us immediately at if you did not receive your welcome email.

What you need to do next

To ensure all your sites transfer on 1 April 2020 we need you to:

1.    Review the site list we've compiled for you – we'll use this list to transfer your sites, so it's vital it's as accurate as possible. Please check that all your sites are listed and don't include sites that aren't yours. If we have missed a site, please add it to the list.

2.    Complete the options form – so that you can tell us how you'd like to pay, your preferred billing format and contact details for your team members dealing with billing and AMR

You must return these forms by email to by 6 March. If you miss this deadline, we cannot guarantee a 1 April transfer, and we may have to agree a later transfer date with you.

Your welcome booklet and the forms will guide you through the process, but if anything isn't clear, you can check our FAQ section or email us at

We’re also running a series of Framework training webinars which the contact details on the options forms will receive email invitations too. These will guide you through the first few months of the Framework and will allow you to get to know Debbie Malcolm who is your Framework Manager.





Debbie Malcolm – Framework Manager

The Framework, your site lists and the options form


Debbie Malcolm – Framework Manager

My Business Stream, our online account management portal


Debbie Malcolm – Framework Manager

Your first bill


Debbie Malcolm – Framework Manager

Management information and reporting

Managing your transfer

Our Onboarding Team will validate your site portfolio against the market data to ensure we've accurately captured all sites in scope. Then we'll apply for your transfer with the Central Market Agency, and build your accounts in our systems, ready for your go-live date. We'll liaise with the outgoing retailer and Scottish Water to manage any inflight enquiries to make your transfer as smooth as possible.

Unfortunately, we can’t resolve existing contractual or debt issues with the outgoing retailer, so please address any possible problems that may delay your transfer.

Transfer meter reads

We'll open all accounts on the 1 April using an estimated or AMR read. We'll then get an actual read for all sites (where we can get access) within 45 days. If it looks like the estimated read used for transfer wasn't correct, we'll update it to ensure that we open all sites accurately. The outgoing retailer will also use this transfer read for their final bills. To maximise the number of actual reads, please tell us about any special meter reading requirements (such as restricted access times). There is space in the site list to provide this information.

Transfer of existing AMR

Recognising that many of the AMRs currently installed on 50mm meters and above remain fit for purpose and 'within life' it would not be environmentally friendly to remove and dispose of them.

As part of our three-month AMR installation programme, we’ll review the age, make and condition of your assets and work with the asset owner to agree on the principles of adoption. If an existing AMR asset is to be replaced, we’ll replace it as part of our three-month AMR installation programme – with the old AMR disposed of free of charge while adhering to WEEE regulations. If your AMR is deemed fit for purpose, we’ll credit your account with £20 per month until the AMR expires. Once the AMR reaches the end of its life, we'll install a replacement AMR.

Emergency Plans

We’ll review your emergency plans at call off, then at least annually thereafter to ensure that they are up to date and accurate– additional reviews will be carried out on request, or if you tell us of any site changes. Our Coordinator will review your sites and provide advice on how you can increase network resilience, mitigating the risk of a water emergency.


We'll provide regular progress updates to your primary contact, as notified by you on the Options Form. We'll also give you an onboarding dashboard that will confirm the progress of the transfer.

Missed the 1 April deadline?

If you're transferring to us from 1 April onwards, we'll follow the same process as above but agree on the specific transfer dates with you.

If you need help get in touch via email at, and your account manager will get back to you as soon as possible.