Good practice
The Retailer Wholesaler Group (RWG) is a trading party group made up of retailers, wholesalers, the non-household market operator (MOSL), the Consumer Council for Water (CCW) and Ofwat. Their aim is to tackle the big non-household market operational issues, make changes and share good practice to improve overall customer service in the market.
We’re an active member of the group. We regularly contribute to the development of good practice guides and are continuously working to align with the guides where we can.
You can find copies of the good practice guides on the MOSL website and learn more about our alignment.
Complaints - full alignment
| Good practice guide | Alignment |
| The wholesaler will aspire to respond to retailers within 5 business days | Aligned |
|
If a complaint is completely an operational issue, the wholesaler can choose to deal with it directly but must inform the retailer within a maximum of 1 business day |
Aligned |
| Where a complaint has been identified to have retail and wholesale issues to resolve, parties will work together to reach a suitable solution within the code timelines | Aligned |
Data logging – partial alignment
We’re the first wholesaler to introduce digital meters on our network. This helps us to keep customers supplied through efficiently operating our network and reducing leakage, as well as ensuring water usage is accurately recorded.
| Good practice guide | Alignment |
| The wholesaler will accept data logging requests direct through an application form published on its website. | Partial alignment – we offer a digital meter data service which can be requested using the application form published on our website. |
| The wholesaler will provide a substantive response to data logging requests within 5 business days of a completed application. | Aligned – we offer a digital meter data service. Where the digital meter falls under our smart network, the meter is in AMI mode and there are no issues with the meter infrastructure, we will start providing the data within 5 business days of submission of a complete application. |
| A signed letter of authority from the customer must be provided, where the applicant is not the current retailer. The Letter of Authority must cover the period of data sharing. | Aligned – we’ve removed the requirement for retailers to provide evidence of customer authorisation. However, third parties are required to provide evidence of customer authorisation. |
| Where a wholesaler is unable to allow a data logger to be fitted due to the presence of an operational (leakage) logger they will either provide a splitter or make flow data available. | Partial alignment - where we've fitted a logger to the meter we allow customers to fit a splitter so they can attached their logger. |
| Where the installation of the splitter is carried out by the wholesaler, this will be completed within 22 business days from the request or quote being accepted. | Partial alignment - customers can attach splitters and logging equipment to our meters. We do not offer a splitter fitting service. |
| Where the wholesaler identifies high/unusual consumption or leaks on an operational logger fitted to a customer meter, they will endeavour to notify retailers and/or carry out other leakage investigation work. | Partial alignment – where we identify continuous flow on our digital meters we will notify retailers. |
| Where a meter, that is not compatible for logging, is due for periodic or proactive replacement within 6 months or where the meter is more than 15 years old, the wholesaler will not charge for the meter exchange. | Aligned - where the meter is located outside of our smart network, retailers can ask us to replace the meter with an analogue meter if they want to attach a data logger. If the meter was due for replacement within the next 6 months or is more than 15 years old, this will be done without charge. |
| Flat-lining issues should be investigated within 22 days. | Aligned – we’ll investigate issues, which can be raised with us directly, within 22 business days. |
| Wholesalers will, where possible, make data available from their permanent operational (leakage) loggers. Data will be provided at a minimum of day + 1, at 15 minute intervals. |
Partial alignment – we offer digital meter data. Customers can choose data which is collected at 15 minutes intervals or hourly. The data is provided daily. |
| Wholesalers reserve the right to disconnect any data logging equipment, even if a splitter is fitted, if it is found to be interfering with the reading of meters or affecting the performance of wholesaler ancillary equipment (e.g. radio devices or operational loggers). The wholesaler will provide evidence of the issue caused and will, where possible, try and resolve the issue with the owner/installer of the data logger. If the issue cannot be resolved the wholesaler will endeavour to provide 22 business days notification in advance of disconnection, where the owner of the equipment is known. In certain operational circumstances e.g. a leaking meter it may not be possible to give advanced notice. |
Aligned |
| The wholesaler will reasonably endeavour to reconnect any data logger (or similar device) following a meter exchange within 22 business days of the exchange provided that meter is compatible. | Aligned |
| If data logging equipment cannot be fitted due to a leaking meter, damaged chamber or buried meter, the wholesaler should be notified as follows: - A retailer will submit a B/01 (process B5 Retailer initiated) market form. - A third-party will notify the wholesaler direct in accordance with their terms and conditions. The wholesaler will then notify the retailer via the B/01 (B5 wholesaler initiated) process. |
Partial alignment – retailers can notify us of faulty meters by submitting a request on the bilateral hub. Third parties and customers should report faulty meters to the retailer so that they can ask the wholesaler to investigate and deal with any billing queries. |
| Wholesalers are responsible for the maintenance of their data logging equipment, ensuring that it's clearly labelled with a contact name and telephone number. |
Aligned |
| A quote for a meter exchange can be provided directly to a third-party in accordance with the wholesaler's terms and conditions. |
Aligned – a third-party can contact us directly to arrange for the meter type to be changed. |
| Used standard form for requesting services. | Not aligned – The RWG standard form does not recognise the full range of data and related services we offer. A bespoke form for fitting splitters was published in December 2019. |
Disconnection for non-payment – partial alignment
We allow accredited entities to temporarily disconnect and reconnect non-household customers on our network if retailers ask them to do so because their customer has not paid their charges.
There’s more information on this in our WIRSAE Addendum, disconnections and reconnections policy, wholesale service offering and wholesale tariff document. Details of the Accredited Entity scheme and how to apply are available on the LRQA Register website.
| Good practice guide | Alignment |
| Retailer or AE contacts the wholesaler via email listing the SPID’s, customer name and address that may be disconnected. The Retailer or AE will only raise form I/01 if a property actually gets disconnected. |
Aligned – We’ve simplified our processes to remove the requirement for retailers or accredited entities to tell us about customers that may be disconnected. They only need to contact us when a disconnection has been made. |
| Remain on site for up to 20mins to enable the customer to make payment. |
Aligned - we remain on site for up to 30 minutes to give the customer enough time to contact their retailer and pay the outstanding invoice. |
| If the disconnection can be carried out, then isolate the water supply using a lock off/blanking device |
Not aligned – temporary disconnections are made by closing the outside stop valve. |
Emergency contact details – full alignment
We believe that upfront holding of direct customer contact data by wholesalers is the right approach to ensure business customers get the best, most timely communication during unplanned events. Most of this good practice guide is directed towards retailers, and in the absence of Code requirements, we encourage proactive sharing of customer details by retailers in the way set out in the guide
| Good practice guide | Alignment |
|
Work with retailers to enter into voluntary bilateral data-sharing agreements. |
Aligned – we entered into a data-sharing agreement with one retailer prior to the introduction of the good practice guide, but this is the only retailer to date that has shared details. We encourage all retailers operating in our area to share information proactively with us and to support this we have updated our data sharing agreement to align with the good practice guide. We are currently working with one further retailer to enter into such an agreement. |
Gap site incentive – full alignment
We offer an incentive scheme for the registration of gap sites in the non-household market which is fully aligned with the good practice guide.
Details of our gap site incentive scheme can be found in our Wholesale Service Offering and our Wholesale Tariff Document.
| Good practice guide | Alignment |
| The awarding wholesaler will offer one of two types of incentive; Water services only or Water and/or sewerage services |
Aligned |
| The awarding wholesaler may offer a single initial payment or both an initial payment and additional year one allowance. | Aligned - We offer an initial payment and year one allowance. |
| Once payment is deemed payable the awarding wholesaler will issue an invoice and make payment in line with either their R1 invoicing timetable or their non-primary charges invoicing timetable and the associated payment terms as set out in the Market Codes. | Aligned |
Leakage allowance – full alignment
Retailers can apply for a leakage allowance when their non-household customer has suffered a leak on their supply. For more information on our services and tariffs, please see our wholesale service offering and wholesale tariff document.
| Good practice guide | Alignment |
| The retailer must apply to the wholesaler with all relevant supporting information within 6 months of a repair being completed. | Aligned |
| The wholesaler will accept both customer and retailer meter reads when considering an allowance request. | Aligned – we’ll accept retailer reads and customer reads that have been submitted into the central market operating system. |
| An allowance will be granted for a maximum period of 12 months from the date of the repair where the leak was the customer’s responsibility to repair. |
Aligned |
| Only one allowance will be granted within any 24-month period (please refer to Addendum). |
Go beyond – we allow customers who have multiple supplies on the same premises to submit an allowance per supply. Customers may be granted an allowance once in 12 months. |
| A leakage notice will be issued to the customer under Section 75 of the Water Industry Act 1991. This will inform the customer of the leak and their responsibility to undertake a repair within 14 days. If the leak is not repaired within this timeline, the wholesaler reserves the right to carry out the repair using its statutory powers and recharge the customer accordingly. |
Go beyond – customers are given 30 business days from the date they were notified of a leak to get it fixed. After 30 days we’ll use our statutory powers to fix the leak. If we find a particularly serious non-household customer leak, we may serve notice on the customer requiring them to get the leak fixed within 7 calendar days. |
Meter location standards - full alignment
| Good practice guide | Alignment |
| When installing or exchange meters the wholesaler will provide clear and concise meter location free descriptor text, using appropriate abbreviations, meter location co-ordinates with What3Words references and confirm whether the meter is located inside or outside. |
Aligned |
| Work bilaterally with retailers where a meter cannot be located and provide any additional evidence if required. | Aligned |
Meter reading – not applicable
Meter reading standards - full alignment
We've updated our metering policy to align with the meter reading standards.
We don't offer a meter read service. We'll provide one monthly read for each meter connected to our smart meter network, where data is available. These will be entered as wholesaler reads into CMOS. We don't charge for the provision of these reads.
Planned events – partial alignment
We may need to carry out repairs on pipes to prevent more severe issues from developing. If this work or any other short-term planned work might affect water services we’ll share information with customers.
We may also need to carry out maintenance projects over longer periods of time. Retailers can view these plans on our retailer portal.
| Good practice guide | Alignment |
| Leaks repairs are reactive activities and therefore at least 48 hours’ notice of the work should be given. | Aligned – work to fix leaks is treated as a high priority and repairs will normally be completed within 24 hours of the leak being identified so are not treated as reactive work under the codes. |
| Wholesalers are required to notify retailers within set timeframes based on the nature of the planned work. |
Aligned – Long and short-term plans are notified to within set timeframes. Some activities we have not considered as having a ‘material impact’ on services so not always notified in the same way for example step-testing, bulk meter exchanges or sewer collapses where intermittent or indirect impact such as traffic |
| Wholesalers are required to broadcast information and this includes the use of general communication channels. | Partial alignment - We use a combination of communication methods including web updates, notifications on the retailer portal and carry out public consultations regarding long term planned work however we do not use the full range of methods suggested in the guide |
| Wholesalers to make retailers aware of planned activities that specifically relate to their licensed premises. |
Partial alignment – Details of all long term and short term planned work are sent to all retailers. |
| Where work is not expected to have an impact on water services but has the potential for indirect impact, for example, a road closure or blocked access, the wholesaler should communicate with the non-household customer and retailer where appropriate. |
Aligned – We communicate with customers and retailers when long and short term planned work is likely to cause disruption, for example, road closures, noise. |
| Wholesalers may carry out public consultations regarding long term planned works. | Go beyond – we may carry out public consultations on long term and short term planned work. |
| Wholesalers should carry out public consultations with retailers regarding long term planned works. |
Aligned – retailers are sent details of long term and short term planned works electronically. Retailers can raise any queries or concerns about the work with their Thames Water Contract Manager |
Return to sewer – full alignment
Retailers can apply for a non-return to sewer allowance on behalf of their non-household customer. For more information on our services and tariffs, please see our wholesale service offering and wholesale tariff document.
| Good practice guide | Alignment |
|
The wholesaler will verify the RTS allowance and may seek further information from the retailer or may arrange a site visit to the Customer’s premise, if required. |
Aligned – To help retailer understand what information we need to enable us to assess their application we have published details of what information is required. We may also carry out site visits |
| The RTS allowance is granted until such time as there is a change in the customer’s circumstances. | Aligned |
|
From time to time a Wholesaler may wish to undertake a periodic review of the RTS allowances granted. The Wholesaler will give Retailers advanced notice of such reviews and will agree a suitable timescale for completion of this work. |
Aligned |
Unplanned events - full alignment
As a wholesaler, we’re committed to providing a quality service across your network and working with retailers to resolve issues.
| Good practice guide | Alignment |
| Messages sent to retailers regarding the event should provide details of the SPIDs affected. |
Aligned – we align with the format of the messaging in the good practice guide and provide SPID information to retailers whose customers are impacted by the incident. |
| Sensitive customer service provision in the eventuality of an interruption to the potable water supply. | Aligned – there is alignment with the categorisations of sensitive customers and we have developed site specific arrangements for category 1 sensitive customers. |
| Proactive sharing of customer contact details for use during an event. | Aligned – we encourage this, and some retailers have shared contact details with us specifically for the purpose of contacting customers during an incident or event. |
Vacancy incentive – not applicable
We don’t offer incentive payments for the identification and registration of vacant premises.
Wholesale charges document - full alignment
| Good practice guide | Alignment |
| Use a standard structure and format in the Wholesale charges document |
Aligned |
| Use a common format for, and content of, tariff tables in the Wholesale charges document and make it available in Excel format. | Aligned |
Wholesale tariffs with retail price control groups - full alignment
| Good practice guide | Alignment |
| Wholesale volumetric tariff band threshold at 0.5Ml, to align with the Retail Price Controls |
Aligned |
Fixed meter charges - full alignment
| Good practice guide | Alignment |
| Good practice recommendation of having 4 fixed meter charge bands |
Aligned |