Retailers

We are dedicated to helping the retailers who provide account services to businesses in our supply area.

Rob, Jules and Andrea

Wholesale Service Desk

Retailers and COVID-19 

Latest update

Our top priority remains the health of our workforce and ensuring we are able to continue to provide a resilient supply of high quality water to our customers โ€“ we would appreciate your assistance with this. 

We will continue to have a limited number of employees in the office and in the field to ensure we can maintain adequate social distancing, in line with the Governmentโ€™s latest advice. While the safety of our employees and customers is our first priority, our Wholesale Service Desk and operational teams are dedicated to providing the best possible service in the circumstances.  

As a result of the closure or part closure of buildings, drinking water systems may have been subject to stagnation due to low turnover of mains water in storage. With this in mind, it is important that all building owners, managers and landlords manage the risk of water systems that have not been used, and to ensure that as staff return, water systems are safe.

We recommend reading Water UK's briefing note on the steps to safely recommission drinking water systems. 

As an essential public service provider, our overall aim is to continue to deliver as much activity as we safely can. This means all  work will be carried out if it can be conducted within the COVID-19 safety guidelines, such as socially distancing and wearing additional PPE. 

We appreciate your ongoing patience.

If you have any questions we are contactable Monday to Thursday from 8am to 5pm and on Friday from 8am to 4:30pm on 0203 968 9805 or wholesaleservicedesk@seswater.co.uk.

  

Open Water

Most businesses in England have been able to choose which company (known as a retailer) supplies their water services such as account management, billing and customer service, since 2017. 

If you were a SES Water business customer and have not switched your retail service provider you will now be served by SES Business Water. Details about how to contact your retailer can be found on the Open Water website.

Open Water website

Do we supply your water?

To find out if we are your water supplier simply enter your business postcode

We have a Wholesale Service Desk dedicated to liaising with retailers. We aim to deliver excellent customer service to both business customers and retailers and will manage the communication of planned and unplanned work to ensure retailers are kept informed.

Our team also supports retailers to establish contracts and offer ongoing support throughout the contract period. They offer advice on internal processes, conducting periodic performance reviews, escalating issues when required and recommending improvement initiatives. The team can also advise on the additional services we offer such as meter reading or obtaining meter data from loggers. 

Charges and billing

All charges, both primary and non-primary, are published in our Wholesale Charges document. This includes charge rates and any specific conditions associated with our service. Invoicing for water supplied will be in accordance with the market settlement reports which are based on our wholesale charges. Invoice queries should be directed to the contact shown on the invoice. Escalations of invoice queries will be handled by the account manager.

Forms

Please use the retailer forms available on the MOSL website.

Retailer forms

Contact us

The Wholesale Service Desk is available Monday to Thursday from 8am to 5pm and on Friday from 8am to 4:30pm. 

wholesaleservicedesk@seswater.co.uk 

Call 0203 968 9805 during working hours and use 01737 772000 for emergency issues.

Useful information

Good practice

The Retail Wholesaler Group (RWG) is a group made up of wholesalers, retailers, the non-household market operator (MOSL), Ofwat and CC Water. The group works towards improving overall customer service in the market by putting together good practice guides, which address operational issues. Copies of the RWG good practice guides can be found on the MOSL website.


Loss of profit claims