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RWG Good Practice Guidance & Adoption

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 are a member of this group and are continuously working to align with the guides where we can and support the plans to formalise these guides into the codes. Please visit www.mosl.co.uk for access to the relevant guides and their addendums.

Below is our adoption status per guide – as part of this we have highlighted particular instances in which we have not yet adopted parts of the individual guidance or where we attempt to go further than the guidance.

Good Practice Guides Adherence Adherence Details
Alignment to Retail Price Control Groups Partial 0.5Ml banding implemented as per the guidance. 0.5 to 50Ml requires alignment of tariff rates, which we are working towards. All SPIDs are reviewed annually based on MOSLs published data and transferred if Retailers are in agreement.
Complaints Full
Data Logging Full Some of our staff may not be trained to reconnect specific equipment, if not the logging equipment will be left within the pit or in a safe place for the owner to reconnect.
Disconnection Non-Payment Partial We do not require any prior notification for this activity. Prior notification only applies to locking devices as per our addendum. Temporary disconnection undertaken by AW are made by closing the outside stop valve. This is inline with our requirements of an AE. An AE can use a lock off device if prior notification is provided and approved. Our preference will always be for an AE to undertake this activity and do not intend to change our approach further.
Emergency Contact Details Full
Fixed meter charges Full With our supply area containing less than 40 meters over 100mm, we have implemented a 3 tier structure rather than 4, with our highest tier being over 50mm using the same rate.
Leakage Full
Meter Location Free Descriptor Partial Level 3 – however what3words is not provided as standard, but is shared when available. Photos will be provided of all meter installs/exchanges. No video functionality currently available.
Meter Reading Standards Full
Planned Events Partial Use of social media dependent on the nature and impact of the planned works. We publish D1 and D2 on our retailer webpages and details can also be found using our “search our area” function. D3 works are not published. We will issue letter drops for D1 and D2 activity however, for D3 activity we do not do this for all incidents. This is dependent on the scenario – if needed we will speak to the customer directly as part of our work to enable the works either by visit (and leave a card) or attempt to call them. Pop up campaigns and consultations are works dependant. We undertake drop-in sessions if works are likely to have a high level of interest/impact – these sessions are notified to customers as part of our initial letters and mail drops for this activity. We also make ourselves available to parish and councillor meetings.
Return to Sewer Allowances NA
Simplification and Harmonisation of Metered Consumption Bands Full Our aim is to implement Option 1. Option 2 would require 6 additional tariffs above 50Ml on an identical rate, covering less than 40 SPIDs. This has been accepted by RWG members.
Standard Skip Codes and Processes Full
Unplanned Events Full Out of hours we would only call the Retailer if there is a clear call to action based on the circumstances, if no call to action updates will be provided the next working day.
Wholesale Charges Scheme Full
Links to any further information NA Affinity Water Policies

Incentive Schemes  

Gap site Will be reviewed 2025/26.
Vacant site We undertake our own internal vacant initiatives and currently do not believe the vacant site incentive is the correct mechanism for us at this time.
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