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 - Retailer Billing Timetable 19-20 (PDF)
- Process U - Retailer Billing Timetable 20-21 (pdf)
- Process U - Scheme of Charges Table 19-20
- Process U - Scheme of Charges Table 20-21
- Process u - Boundary Map
- Process U - Gap Site Incentive Scheme
Process U (Unclassified) is for documents not covered by Open Water Codes
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
- Schedule 3 credit agreement - ADSM signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Business Stream signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Castle Water signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Elis UK signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Everflow signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - First Business signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Heineken signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - John Lewis signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Marstons signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Nottingham City Council signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Smarta Water signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Stonegate signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - SES signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - TWRC signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Wave signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Yu water signed 1 April 2020 (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