Businesses
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.
Wholesale Helpdesk
Our wholesale helpdesk team will continue as normal, working from the office, with full availability on webchat and the phonelines.
Bilateral jobs
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
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- RWG Good Practice Compliance
Process U (Unclassified) is for documents not covered by Open Water Codes
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
- 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)
- Schedule 3 credit agreement - Greene King signed 1 April 2020 (PDF)
- Schedule 3 credit agreement - Conservaqua signed July 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