Information for Retailers

As a retailer, you will find Severn Trent Wholesale to be reliable, responsive and easy to do business with.

Access SWIM-Pool Portal

You can login to submit bilateral forms and see updates on your submissions. Please access the SWIM portal using your User ID and password provided by STW.

If you do not have a User ID then please contact your Retail Account Manager.

Access to the Planned/Unplanned Portal

You can login to view live information about planned and unplanned interruptions. Please access the PUP using your
User ID and password provided by STW. If you do not have a User ID then please
contact your Retail Account Manager.

Meter Reading Services

Severn Trent do NOT offer a meter reading service to Retailers. The exception to this is for Non-Market Meters Pending Transfer (see our Wholesale Scheme of Charges PDF for further details)  



Disconnections and Reconnections Accredited Entities

Accredited Entities

We allow accredited entities to temporarily disconnect and subsequently reconnect non-household customers connected to our network following instruction from you, for non-payment. They must be accredited as a Water Industry Registration Scheme – Accredited Entity (WIRSAE) provider by Lloyds to carry out disconnections and reconnections for non-payment of retailer invoices within our operational area.

To find out more please refer to our WIRSAE Addendum, disconnections and reconnections policy and wholesale tariff documents – all of which are on this page. Details of the Accredited Entity scheme and how to apply for accreditation are available on the Lloyds Register website.

Document download for Retailers (PDFs)

Details of our Gap site and Vacancy Incentive schemes will be published in this section when the industry standard scheme has been finalised.

Schedule 3 Alternative Credit Support Agreements


We publish indicative wholesale charges for the coming year in October and these are finalised in January each year. We also notify retailers in advance when we are planning to make significant changes to the way we charge. You can read more about our charges here.

How to get in touch

For general enquiries please email the Wholesale Market Unit at  or contact your

dedicated Account Manager.


You can contact the FSC for enquiries about your invoice on:

By email:

By phone:  02477 715904

Our operational and emergency contact number is: 0800 783 4444.  

The Operational Service Centre is open 24 hours a day 7 days a week.

You should use this number to report the following (not exhaustive)

  • no water
  • low pressure
  • water leak/burst
  • sewage leak
  • taste & odour