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.

Further details of 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 Fully

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 six months to apply for a leakage allowance

Leak allowance period of time:
◘Good practice guide: Allow 12 months for a leak allowance period
◘SWW approach: Allow 12 months for a leak allowance period

How many allowance can be requested:
◘Good practice guide: One sewerage allowance in any 24-month period
◘SWW approach: One sewerage allowance in any 24-month period

Leak allowance calculation:
◘Good practice guide: Difference between the average daily consumption and consumption during the duration of the leak
◘SWW approach: Difference between the average daily consumption and consumption during the duration of the leak
Complaints Good Practice Guide Fully Aligned to the good practice guide in all areas.
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 Fully Aligned to the good practice guide in all areas from 1 April 2022
Unplanned Events Fully

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: Our approach exceeds the good practice guide requirements.  We send an email notification to the relevent Retailer(s) as soon as we're aware of an inturruption that may effect the supply to a business which they provide services to.  This email includes the business address, the sensitive customer flag and the SPID.

Emergency Contact Details Good Practice Guide

Fully

Aligned to the good practice guide in all areas

 

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