Information for Retailers

Coronavirus update - a message to retailers

As lockdown restrictions are beginning to ease, we’re also starting our phased return to business as usual. Here are some updates on what’s changing:

Wholesale Helpdesk

The Wholesale Helpdesk team are slowly starting to return to the office in a phased approach. This means we'll be able to start taking calls again, although this will initially be in a reduced capacity. Retailers will still be able to use webchat to contact the team.

Issues can still be escalated using either webchat or through your Account Manager, who will ensure it gets to the right people to resolve.

Internal site visits

Where jobs require internal access, we're now carrying out this work with the agreement of the customer.

We're starting to pick up the jobs that have been deferred where customers are happy for us to do so. If the customer would prefer us to wait, we will continue to defer the job and assess again once further restrictions are lifted.

Any new jobs that are raised are not being deferred if no contact can be made. We have resumed our usual process of attempting to contact three times before rejecting the job. Please help us prioritise work by only only applying for a new site visit where the business is open and ready for us to carry out the work.

Gap site / Vacancy incentive scheme

Gap Site scheme - We have reopened applications for our gap site incentive scheme. Applications received or unable to be assessed during lockdown will now be reviewed too.

Vacancy incentive scheme - We will introduce our vacancy incentive scheme no earlier than 1 October 2020. This remains under review and may change.

Beer disposal

Our temporary process of allowing some beer to be disposed of into the waste water network is still in place and will continue until 31st July. Details of the temporary process can be found in our position statement

From 1st August, any disposal of beer will need a Trade Effluent consent or Short Term Discharge Authorisation.

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