Information for Retailers
Coronavirus update - November 2020
Now that the nationwide lockdown has ended, we will continue to keep you informed of any changes to our working patterns and services.
Our wholesale helpdesk team will continue as normal, working from the office, with full availability on webchat and the phonelines.
Those bilateral jobs that are currently in progress will continue to be progressed with best endeavours and only placed into deferral due to Covid where the customer confirms closure or asks us to ring back after the lockdown is lifted. Any businesses which we would expect to be open as normal but where we cannot contact the customer will follow the current ‘No Contact’ process.
In the cases where you know your customer’s business is closed, please do not raise any new bilateral jobs that would require a site visit, to avoid the deferral queue from backing up. If you manage to confirm that a business is closed but the customer has agreed for the work to carry on (on site) please make this really clear on the new bilaterals you raise.
Bilaterals such as allowances and complaints that don’t require site visits can continue to be submitted even if the business is closed.
We will then update you closer to the proposed end date, 3rd December, and in good time with any further changes or reversion to normal practices whichever is appropriate at the time.
Internal site visits
Unlike the last time we will be continuing to make internal visits, albeit under best endeavours. We will continue to contact customers with a view to getting appointments made but if the business is shut the deferral will continue until such time as they can gain access.
Vacancy Status Flags
There will be no return to the use of the vacancy flag according to a statement released from OFWAT and MOSL.
To manage the accounts for customers who have closed, we recommend retailers to get up to date meter readings into the market as soon as reasonably practicable to allow a proper reflection of reduced usage.
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
Retailer Wholesaler Group (RWG) Good Practice
See how we currently align to the RWG good practice guides
Type of allowance offered
How many allowance can be requested
|Partial||GPG expectation: Wholesaler will verify RTS Allowance, arrange site visits & request further information
ST Policy: Are aligned to this – this ensures accurate allowances being applied
GPG expectation: RTS allowances granted until circumstances change
ST policy: aligned to this expectation
GPG expectation: Wholesaler can make periodic reviews of the RTS allowances granted with advanced notice to and in agreement with retailers
ST policy: aligned to this expectation
|Full||GPG expectation: Messages sent to retailers to be in a standard format & include SPID details
ST policy: aligned - our incident team push out messages to retailers with SPIDs
GPG expectation: Proactive sharing of customer contact details
ST policy: aligned – actively working with retailers to gather this information in & ST has a structured communication process to actively message NHH customers
Direct communication with NHH Customers
Communication with Retailers
|Partial||Data Logging via Third Parties
GPG expectation: Third Parties notify Wholesalers direct
ST Policy: Currently require applications through Retailers only. However, this is currently under review and we have plans to deliver the process to Third Parties, this will include:
• Publishing a standardised application form on website
• Where a meter is not compatible to be logged it will be exchanged (chargeable if it is less than 15years old)
• Logging data can be provided (currently for an admin charge)
• Third parties can inform ST about faulty meters they find, then ST will inform the retailer via bilaterals
|Full||GPG expectation: Full list of actions and considerations Retailers, Wholesalers and AEs need to undertake when planning to disconnect
ST policy: aligned – ST has expanded the wording in the policy to fully explain what will be planned in advance of a disconnection
GPG expectation: full list of actions and considerations Retailers, Wholesalers and AEs need to undertake when actually undertaking the disconnection
ST policy: aligned – ST has expanded the wording in the policy to fully explain what will happen at a disconnection including:
• How we disconnect – using a lock or a clamp on the stop tap
• Remaining on site after the procedure to give the customer the time to contact their Retailer
Disconnections and Reconnections 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)
Vacancy Incentive scheme
Severn Trent Water offer a vacancy incentive scheme designed to incentivise business retailers to identify eligible properties that are incorrectly flagged as vacant on the Central Market Operating System (CMOS). We offer an incentive payment where a property incorrectly identified as vacant is brought into charge. The incentive payment will be made inline with the criteria outlined in the industry scheme.
You can check the status of any application if you'd like to.
Gap Site Incentive
As of 1 April 2020 we offer a gap site incentive scheme designed to incentivise business retailers to identify eligible premises that are not registered in the Central Market Operating system (CMOS). We offer an incentive payment where you identify a gap site that is subsequently successfully registered (with a status of “tradable”) in CMOS.
You can download or read a PDF about our eligibility rules [PDF], and check on outstanding and completed applications if you'd like to.
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
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