SES Business Water resolves overcharging errors

(by Karma Loveday)

Ofwat has accepted an undertaking from SES Business Water (SESBW) on a return to compliance with the Retail Exit Code (REC) price protections and on compensation for adversely affected business customers. This is instead of an enforcement order, given SESBW has been proactive in putting matters right.

SESBW was found to have charged some customers more than allowed for in the REC in 2023, and then for further contraventions including of a regulatory direction to return to compliance. The problem related to incorrect application of a meter reading cost allowance, leading to 751 small customers (Group One, using less than 0.5Ml a year) being overcharged a total of £14,482 across charging years 2023-24 and 2024-25. In addition, 1,388 Group Two customers (users of between 0.5 and 50ml/yr) were overcharged a total of £52,000 over the two charging years.

The affected customers have received refunds and £20 compensation each. Ofwat said the matter is now closed and SESBW will be routinely monitored.