How we meet your needs

Meeting your needs


Each area of wholesale operations works closely together to allow us to resolve issues as quickly as possible within one overall team. Angela leads the team and provides a focal point for escalation of issues or problems.


From discussing and agreeing contractual issues, managing regular liaison meetings, to finding the right solutions for you, your account manager will do everything possible to make sure we exceed your expectations.

Our account managers are experienced water industry professionals with extensive knowledge of the industry and Northumbrian Water. They have expertise in a broad cross section of relevant activities, including metering, trade effluent, customer service and commercial water activity.


Andrea and her team of experienced water services representatives are available to deal with all day to day activities and enquiries from retailers. From processing forms through to specific technical enquires, we are available Monday to Friday from 9am to 5pm to service your needs.


We have an established team already successfully maintaining Northumbrian Water’s property data set. Led by Gillian, this team will now work within the wholesale services team to make sure all non-household and household property data enquiries are dealt with efficiently and effectively. They will continue to regularly maintain and update our property data set within CMOS (Central Market Operating System) and our internal systems.


We are shadow billing the CMOS system and using our own internal computer billing system to make sure settlement reports are reconciled with retailers and CMOS records. The team are available to directly discuss and focus on settlement reports and any issues arising.

They’re also responsible for all aspects of the invoicing process for both primary and non-primary charges. Each retailer will have three separate internal accounts with us in respect of primary charges, non-primary charges and GSS payments.

This team will also monitor and action any ongoing requirements in respect of your agreed credit terms.


Our dedicated compliance officer is there to make sure we comply with our Level Playing Field requirements. We can produce regular data on compliance and performance matters and are available to investigate and resolve and compliance related issues.


The wholesale service desk, property data team, settlement and reconciliation and compliance teams are based in Durham, in our northern operating area. Our account management function is based in offices in both Durham and near Chelmsford in our southern operating area.


The wholesale service desk, property data team, settlement and reconciliation and compliance teams are open in line with the market delivery hours.

Monday to Friday 9am to 5pm (excluding Bank Holidays).

Additional business hours will also be available on an as required basis.

Out of hours emergency calls are handled by our call centres: Northumbrian Water, 0345 717 1100, and Essex & Suffolk Water, 0345 782 0999. - 



Central Market Operating System.


Oracle’s Customer Care and Billing Software is our retailer contact and workflow software for all retailer engagement. The system is used to monitor our market related service level agreement performance. It also creates shadow bills that replicate the settlement reports from CMOS which are used to compare against the retailer invoices that CC&B also produces from the aggregated settlement reports.


Our corporate data warehouse and business intelligence reporting engine using Oracle Utilities Analytics is our orchestrated repository for all corporate data. This will also be used for drilling down into discrepancies between the CC&B and CMOS datasets.


Our operational portal is currently under development and will provide gated access to a range of published information. For example, information on planned and unplanned events, trade effluent sample data and general policy and procedural information. It is also hoped to utilise the standard operational message format to facilitate electronic exchange of primary instigating operational messages via web-service.


Our laboratory information system holds all our trade effluent sample data and relevant extracts will be published on the web-site as well as being emailed to retailers.


The Affinity Marketflow product by AMT Sybex orchestrates all messages between the CMOS system and our own internal systems.

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