Businesses
Information for Retailers
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)
- Process A - New Connections (PDF)
- Process B - Metering (PDF)
- Process B - Metering - Meter Menu (PDF)
- PROCESS B - METERING - METER ACCESS AND LOCATION (PDF)
- Process C - Supply Arrangements (PDF)
- Process D - Planned Activities (PDF)
- Process E - Sensitive Customers (PDF)
- Process E - Site Specific Arrangements (PDF)
- Process E - Unplanned Events & Incidents (PDF)
- Process F - Complaints & Enquires (PDF)
- Process G – Trade Effluent (PDF)
- PROCESS H - ALLOWANCES (PDF)
- Process I - Disconnections (PDF)
- PROCESS I - AE PROCESS MAP (pdf)
- PROCESS I - ADDENDUM
- Process U - Financial & Commercial (PDF)
- Process U - Wholesale Charges Scheme
- Process U - Retailer Billing Timetable 17-18 (PDF)
- Process U - Retailer Billing Timetable 18-19 (PDF)
- Process u - Boundary Map
Process U (Unclassified) is for documents not covered by Open Water Codes
Schedule 3 Alternative Credit Support Agreements
- Schedule 3 discount agreement - Everflow signed 12th March 2018 (PDF)
- Schedule 3 discount agreement - TWRC signed 12th March 2018 (PDF)
- Schedule 3 discount agreement - First Business signed 12th March 2018 (PDF)
- Schedule 3 discount agreement - Business Stream signed 22nd March 2018 (PDF)
- Schedule 3 discount agreement - Castle Water signed 22nd March 2018 (PDF)
- Schedule 3 discount agreement - AWB signed 9th April 2018 (PDF)
- Schedule 3 discount agreement - SES signed 16th April 2018 (PDF)
- Schedule 3 discount agreement - NWG signed 26th April 2018 (PDF)
- Schedule 3 discount agreement - Greene King signed 11th June 2018 (PDF)
- Schedule 3 discount agreement - Marstons signed 11th June 2018 (PDF)
- Schedule 3 discount agreement - ADSM signed 18th July 2018 (PDF)
- Schedule 3 discount agreement - Aquaflow signed 28th August 2018 (PDF)
- Schedule 3 discount agreement - Yu Water 4th September 2018 (PDF)
Charges
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 WMU@SevernTrent.co.uk or contact your
dedicated Account Manager.
You can contact the FSC for enquiries about your invoice on:
By email: arteam@severntrent.co.uk
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