Businesses

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.

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.

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.