Good Practice Guide Alignment

The Retailer Wholesaler Group (RWG) is a MOSL trading party led group that covers operational terms and is made up from Retailers, Wholesalers, MOSL, CCW and Ofwat. The aim is to promote and share good practice to improve customer service in the market.

Recently updated good practice guide changes have been made to:

  • Data Logging
  • Leak Allowance
  • Return to Sewer Allowance

Further details of these and all other good practice guides can be found on MOSL’s website here.

In line with Ofwat recommendations, please see the table below illustrating our current fulfilment to each good practice guide.

RWG good practice guide Adoption status Comments
Leakage allowance Partial

We provide a service which is different that that stated in the good practice guide in the following areas:

How long the retailer has to apply for an allowance:
◘Good practice guide: Allow six months to apply for a leakage allowance
◘SWW approach: Allow three months to apply for a leakage allowance to encourage leak detection and speed of repair

Leak allowance period of time:
◘Good practice guide: Allow 12 months for a leak allowance period
◘SWW approach: Allow 180 days to encourage leak detection and speed of repair

How many allowance can be requested:
◘Good practice guide: One sewerage allowance in any 24-month period
◘SWW approach: One leak per customer per premises to encourage customer to make substantive repairs to aged pipe network and avoid further leaks

Leak allowance calculation:
◘Good practice guide: Difference between the average daily consumption and consumption during the duration of the leak
◘SWW approach: All full leakage excess up to 30 dates and then cover half the leakage excess up to 180 days to encourage earlier leak identification and speed of leak repair

Data logging Fully Our approach exceeds the good practice guide requirements. There is no charge for logger installation or data sharing with Retailers, Third Parties or Customers. This is to enable all parties to have access to our data to identify leakage and meter recording issues. This is turn encourages parties to share their data with us is also used to support the Water Efficiency agenda.
Return to sewer Fully Aligned to the good practice guide in all areas
Disconnection Non-payment Fully Aligned to the good practice guide in all areas
Planned Events Partial

We provide a service which is different that that stated in the good practice guide in the following areas:

Push / Pull Notifications
◘Good practice guide: use of portal push notifications to Retailers
◘SWW approach: push notifications are not sent to Retailers directly. Planned events are uploaded to our Work Publication Tool which Retailers are able to access. Our Planned Events Engagement Programme will identify which stakeholders require engagement. If NHH customers are identified as being affected by a planned event, Retailers and NHH Customers are informed appropriately

Unplanned Events Partial

We provide a service which is different than that stated in the good practice guide in the following areas:

Push / Pull Notifications
◘Good practice guide: use of portal push notifications to Retailers
◘SWW approach: notifications are sent to Retailers directly when related to a large scale event. Unplanned events are uploaded to our Work Publication Tool which Retailers are able to access. During large scale events, SMS and Email Alerts are sent to Retailers to advise. We also send an SMS to all NHH Customers we hold contact data for to alert to an unplanned event, and provide updates through our website. All sensitive NHH Customers are contacted for every event where they may be affected

Gap Site Incentive Due 2021  
Vacant Incentive Due 2022  

 

We aim to update our policies each year and will always ask for feedback from Retailers when making any changes.

If you would like to discuss our policies or suggest any improvements, please contact our Wholesale Account Management team at wholesaleaccountmanagement@southwestwater.co.uk