We are dedicated to helping the retailers who provide account services to businesses in our supply area.
Retailers and COVID-19
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 – 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 Government’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 an essential public service provider, our overall aim is to continue to deliver as much activity as we safely can. This means all emergency work will be carried out if it can be conducted within the COVID-19 safety guidelines, such as socially distancing and wearing additional PPE. An emergency is defined as:
- Immediate risk to health or safety
- Issue causing damage to property
- Threat to the environment
We appreciate your ongoing patience.
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.
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.
Please use the retailer forms available on the MOSL website.
The Wholesale Service Desk is available Monday to Thursday from 8am to 5pm and on Friday from 8am to 4:30pm.
- Accredited entities addendum (148KB)
- Wholesale charges from April 2020 (425KB)
- Indicative wholesale charges from April 2020 (331KB)
- Wholesale charges for businesses from April 2021 (312KB)
- Wholesale charges from April 2019 (511KB)
- Metering guidance for retailers (30KB)
- Access code (1.1MB)
- Metering of Business Properties Factsheet (157KB)
- Credit and settlement timetable 2019 (213KB)
- Credit and settlement timetable 2020 (211KB)
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.
We allow accredited entities to temporarily disconnect and reconnect the non-household customer supply due to non-payment as per our addendum. https://seswater.co.uk/-/media/files/seswater/accredited-entities-addendum.pdf We request that we receive notification at least 2 working days of the planned temporary disconnection by receiving the I/01 form. This is to check that there is no domestic element that could be affected to the best of our knowledge.
Disconnection for non-payment request received from the retailer for temporary disconnection and reconnection of water supply as per the Wholesale Retail codes.
To learn more about the Lloyds Accredited entity scheme please follow the link https://www.lr.org/en-gb/utilities/wirs-wirsae/We will review this process.
We align to the fundamentals of this good practice guide apart from the allowances as we currently do not offer leakage adjustments on commercial properties. In certain circumstances we will consider an allowance, but this is on a case by case basis subject to criteria, regular 6 monthly meter reads-monthly meter reads dependent on the frequency set up in CMOS. All CMOS data must be up to date. The allowance will be a one-off allowance and must be submitted within 6 months of the repair being completed.
We consistently assess the effectiveness of our leakage reduction activities and in doing so, will remain cognisant of current RWG best practice.
Photographs – We are not currently aligned with this aspect as our meter readers are not currently instructed to take photographs.
We will review this process.
Short term planned activities– We give over 22 days’ notice for any wholesaler planned works and write out to the customer to advise what week we are going and update the retailer with the information.
Planned mains work – We will carry out public consultations along with communication out to the affected properties. With regards to properties that may be indirectly affected we will send out communications regarding any road closures and diversions that may affect them.
We will review this process.
We align to the fundamentals of this guide however we do not follow a 3-tier approach to events.
Notifying of retailers – This will always happen proactively inside office hours when we are aware of the issue. Outside of office hours all information will be posted on our website, social media platforms and our phone lines. We will then update retailers when we are back in the office of the SPIDS affected.
We consistently assess the effectiveness of our notification processes associated with operational incidents and in doing so, will remain cognisant of current RWG best practice.
SES Water does not currently offer a data logging service.
We accept requests from the retailer and third-party logging companies directly, we will ask the third-party logging company to provide a letter of authority from NHH customer.
We allow loggers to be fitted directly by the retailer or third-party company subject to terms and conditions
If meter needs to be changed, we will need a request to come from the retailer via the relevant bilateral form.
We believe this approach is more flexible for all parties involved.
We do not currently offer incentive payments for the identification of gap sites.
We will review our position on this.
We do not currently offer incentive payments for the identification and registration of vacant premises.
We will review our position on this.
We are continuously working on improving our offering to retailers and we will look to revise the above over the course of the next 12 months from the publication of this update with the aim to further align with the good practice guides, we will need to assess our internal processes and further engage with our retailers and industry colleagues. We will at a minimum update the above as and when further RWG guidance is published.