Retailer Wholesaler Group

The RWG is a group of retailer and wholesaler representatives who work to identify opportunities and deliver solutions that improve outcomes for customers in the market.

The group is run by trading parties but works closely with MOSL through its User Forum.

The RWG's key objectives are to: 

  • Provide a forum for retailers and wholesalers to work together constructively
  • Deliver change for the benefit of customers
  • Identify, discuss and prioritise opportunities, issues and market frictions
  • Drive consistency and standardisation where required through the development of good practice guidance
  • Promote effective adoption and implementation of good practice
  • Promote benefits and successes with customers and stakeholders
  • Embrace and promote innovation across the market.

By creating specialist sub-groups with subject matter experts from various retailers and wholesalers, the RWG has produced several good practice guides covering a number of topic areas which you can find below. Some good practice guidance has subsequently been formalised into the market codes.

The RWG was created by Simon Brown and Simon Bennett in 2017 to reduce market frictions, foster trading party collaboration and to improve the overall customer experience in the non-household market. Our present chairs are Richard Stanbrook and Simon Bennett. RWG membership remains fluid and open to retailers and wholesalers.

Please see below for a full list of all RWG sub-groups; a summary of group milestones is available here. If you would like to know more about the topic or who is engaged on the group then contact the sub-group chair directly.

Guidance

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Leak Allowances Good Practice Guide

RWG Standard Skip Codes and Processes

Data Collation Service

Collated Water Resource Zone Boundaries

Attachment 1 - Emergency Contact Details Template

Emergency Contact Details Good Practice Guide

Wholesaler Gap and Vacant Schemes - April 2021 Update

Unplanned Events Good Practice Guide - June 2020

Data Logging Good Practice Guide

Return to Sewer Allowances Good Practice Guide

Planned Activities Good Practice Guide

Meter Reading Standards Market Guidance

Meter Reading Services Retailer Information Document

Disconnection for Non-Payment Good Practice Guidance

Complaints Good Practice Guide

RWG Governance RFI Consultation responses

RWG Governance Framework

RWG Support provided by MOSL

Water Efficiency sub-group

Status: Active

Chair: Barry Millar

Purpose: The Water Efficiency sub-group, lead by the Water Efficiency Steering Group, oversees the development and delivery of an industry led Water Efficiency Action Plan, which will deliver improved levels of water efficiency in the non-household market for the benefit of all water consumers and the environment.

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Unplanned events sub-group

Status: Active

Chair: Matthew Glover

Purpose: Standardisation of approach for unplanned events, including terminology and data format, and agreement on roles and responsibilities.

Output: A unplanned events and incidents good practice guide to encourage standardisation where possible.

Planned activites sub-group

Status: Active

Chair: Matthew Glover

Purpose: Standardisation of approach for planned events, including terminology and data format, and agreement on roles and responsibilities.

Outputs: 

Customer service sub-group

Status: Active

Chair: Lissa Balmer

Purpose:  To ensure a consistent customer first approach to the market

Outputs:

  • A customer complaints good practice guide to encourage a consistent and collaborative market approach to handling customer complaints, reducing complexity for retailers and customers and ensuring the right routes are followed to achieve a positive customer outcome
  • A memorandum of understanding for retailers and wholesalers to set out their respective responsibilities in resolving complaints that have a wholesaler-related component.

Eligibility sub-group

Status: Active

Chair: Mike Rathbone

Purpose: Providing clarity around eligibility of premises for the NHH market, exploring edge cases and striving for harmonisation of approaches across the country.

Outputs: 

  • The sub-group is working towards a market eligibility guide on Temporary Building Supplies (TBS).
  • The sub-group is working with Ofwat on a review meeting covering eligibility guidance.

Governance sub-group

Status: Active

Chair: Paul Stelfox

Purpose: 

  • Develop and implement an enduring framework and governance structure for RWG.
  • Develop an enduring solution for RWG good practice.

Outputs: 

Policies sub-group

Status: Active

Chairs: Lynette Cross and Trevor Hobb

Outputs:

  • A Using Data Loggers with Wholesaler Meters good practice guide to encourage a consistent and collaborative market approach, reduce complexity for retailers, customers and third-party intermediaries. The document also provided guidance on how to connect to and access data from a wholesaler’s water meter
  • A Leak Allowances good practice guide to encourage a consistent and collaborative market approach, reduce complexity for retailers and customers and provide guidance on ownership and responsibility for leaks
  • A Return to Sewer allowances good practice guide to encourage a consistent and collaborative market approach, reduce complexity for retailers and customers and ensure that charges and allowances are correct and fair.

Tariff sub-group

Status: Active

Chair: Ashley Marshman

Purpose: To investigate how to simplify the existing primary tariff structure in the non-household water market.

Outputs:

  • Request for Information (RFI) on tariff structure simplification. If your organisation's response requires input from your pricing/charges teams, the RWG encourages you to seek broad input. Do not provide any confidential or commercially sensitive information, as responses will be analysed and shared with RWG members.

Vacants sub-group

Status: Active

Chair: Kat Grimley

Purpose: To work with MOSL on improving the vacancy process for trading parties.

Meter Reading Standards sub-group

Status: Active

Chair: Sam Byrom

Purpose: To provide a centralised location where Retailers can easily identify Wholesalers who offer a Meter Reading Service within their respective wholesale area and to provide standard skip codes and processes as a guidance to help reduce the volumes of skips being used.

Outputs:

  • A centralised list of wholesalers that offer a meter reading services within their respective wholesale area
  • A meter reading services good practice guide
  • Standardised Skip Code Process.

Meter Reading Location sub-group

Status: Active

Chair: Angela Brown

Purpose: To create a standard set of abbreviations and level of requirements to facilitate easier understanding of meter location free descriptors.

Output: A good practice guide in relation to meter installation locations and abbreviation descriptions to increase meter reads.

Bilateral forms sub-group

Status: Inactive

Chair: Patrick Hargreaves

Output: A Bilateral Forms good practice guide, including examples of information retailers should include with forms to minimise the risk of rejection.

Gap and vacant schemes sub-group

Status: Inactive

Chair: Paul Stelfox

Outputs:

  • A centralised list of wholesalers that offer either a gap site incentive scheme or vacancy incentive scheme
  • Two successful code change proposals (CPW082 and CPW083), along with Gap Site Incentive and Vacancy Incentive guidance documents to standardise wholesalers’ provision of these schemes.

Disconnection for non-payment sub-group

Status: Inactive

Chair: Simon Bennett

Purpose: The work is to improve the disconnection for non-payment process for all parties involved and reduce the impact on domestic customers.

Output: A Disconnection for Non-Payment good practice guide to provide standardisation and guidance for retailers, wholesalers and accredited entities in carrying out temporary disconnections for non-payment for ‘normal usage sites’. The document is due for review in 2022.

This guide is dedicated to the late Andrew Bamber.

Retailer Measure of Experience (R-MeX) sub-group

Status: Inactive

Chair: Gerard Lyden

Outputs: A code-adopted methodology to measure retailers’ satisfaction with wholesalers through a regular, centrally administered survey. The first R-MeX survey was conducted by MOSL in October 2020. To find out more about the R-MeX survey results, please click here.

Meetings

Meeting Date Time Agenda Minutes Papers Slidepack
RWG Tariff Sub Group 12/05/2022 Download Download
RWG Tariff Sub Group 21/04/2022 Download
RWG Tariff Sub Group 31/03/2022
RWG Tariff Sub Group 10/03/2022
RWG Tariff Sub Group 17/02/2022
RWG Policies Sub Group 09/02/2022 Download
RWG Tariff Sub Group 27/01/2022 Download
RWG Tariff Sub Group 06/01/2022 Download
RWG Tariff Sub Group 16/12/2021
RWG sub-group meeting - Complaints 10/12/2021 1:00 pm - 2:30 pm Download
RWG Tariff Sub Group 04/11/2021 Download
RWG Tariff Sub Group 14/10/2021
RWG Tariff Sub Group 23/09/2021 Download
RWG Tariff Sub Group - TE 20/09/2021
RWG sub-group meeting - Complaints 03/09/2021 1:00 pm - 2:30 pm Download
RWG Tariff Sub Group 02/09/2021 Download Download Download Download
RWG Tariff Sub Group - TE 30/08/2021
RWG Tariff Sub Group 12/08/2021
RWG Tariff Sub Group - TE 09/08/2021
RWG Tariff Sub Group 22/07/2021
RWG Policies Sub Group 20/07/2021 Download Download
RWG Tariff Sub Group - TE 19/07/2021
RWG Planned/Unplanned Events Sub Group 13/07/2021
RWG Tariff Sub Group 01/07/2021
RWG Tariff Sub Group - TE 28/06/2021
RWG Tariff Sub Group 10/06/2021 Download
RWG sub-group meeting - Complaints 27/05/2021 2:00 pm - 3:30 pm Download
RWG sub-group meeting - Complaints 05/05/2021 Download Download
RWG sub-group meeting - Complaints 28/04/2021 Download Download
RWG sub-group meeting - Complaints 14/04/2021 Download
RWG Chairs and Sub-Chairs Meeting 29/03/2021 11:00 am Download
RWG sub-group meeting - Complaints 10/12/2020 Download
RWG sub-group meeting - Complaints 01/10/2020 Download
RWG sub-group meeting - Water Efficiency 25/09/2020 Download
RWG sub-group meeting - Complaints 24/06/2020 Download
RWG sub-group meeting - Water Efficiency 20/05/2020 11:00 am - 12:00 pm Download
RWG sub-group meeting - Complaints 22/04/2020 Download
RWG Meeting 18/10/2019 9:00 am - 3:00 pm
RWG Call 22/08/2019 9:00 am - 10:00 am
RWG Meeting 28/06/2019 9:00 am - 3:00 pm
RWG Call 01/05/2019 9:00 am - 10:00 am
RWG Meeting 22/02/2019 10:00 am - 4:00 pm

Related Documents

2022 03 04 RWG Complaints Gp - NHH Complaints template 2022 23 DRAFT

06/04/2022

2022 03 04 RWG Complaints Gp Mtg 13 notes

06/04/2022

RWG Policy Group Minutes 2022 02 09

06/04/2022

RWG Policy Group Agenda 2022 03 17

06/04/2022

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