Retailer Wholesaler Group (RWG)

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

The RWG is managed by trading parties via its Steering Group and works with MOSL to share its outcomes with the User Forum and the in the Market Focus newsletter.

The RWG's chairs are Ray Porter and Mike Rathbone.

The RWG's key objectives and principles 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.

The RWG and its members will:

  • Welcome input from all
  • Create an environment where everyone can open share their views, share good practice and test understanding
  • Listen and be willing to be challenged
  • Be focussed on the customer
  • Share experiences and lessons learned
  • Promote and champion change and the adoption of good practice
  • Act in the best interest of the market and not their company or market segment
  • Ensure transparency of activities and processes
  • Engage in the spirit and principles of the RWG and the market

Who is the RWG?

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.

RWG membership remains fluid and open to retailers and wholesalers, CCW, Ofwat and MOSL.

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.

See below for a list of RWG sub-groups; a summary of group milestones is available here (this document is currently being updated with a new draft expected by the end of November 2022). If you would like to know more or who is engaged in a sub-group then please contact the sub-group chair directly.

Guidance

 /  View all

Alignment of Wholesale Tariffs with Retail Price Control Groups

Fixed Meter Charges - Good Practice Guide

Return to Sewer Allowances Customer Guidance

Leak Allowances Customer Guidance

Standardising Meter Location Free Descriptor Good Practice Guide

RWG Complaints MoU

RWG Complaints MoU Certificate

Data Logging Good Practice Guide

Wholesale Charges Good Practice Guide

RWG Activities - MOSL Support

RWG Governance Framework

RWG Governance RFI Consultation responses

Standard Skip Codes and Processes

Emergency Contact Details Template

Emergency Contact Details Good Practice Guide

Unplanned Events Good Practice Guide

Complaints 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

Leak Allowances Good Practice Guide

Disconnection for Non-Payment Good Practice Guidance

RWG sub-groups

Please find below a list of all current active and inactive RWG sub-groups.

Sub-group name Chair(s) Purpose Sub-group page and outputs Status

Customer service sub-group

Lissa Balmer

To ensure a consistent customer-first approach to the market, including how customer complaints are handled by trading parties.

View

Active

Eligibility sub-group

Mike Rathbone

Providing clarity around eligibility of premises for the non-household water market, exploring edge cases and striving for harmonisation of approaches across the country.

View

Active

Governance sub-group

Paul Stelfox

Develop and implement an enduring framework and governance structure for RWG and develop an enduring solution for RWG Good Practice.

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Active

Meter Reading Standards sub-group

Sam Byrom

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.

View

Active

Meter Reading Location sub-group

Angela Brown

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

View

Active

New Connections sub-group

Matt Labrum

Currently underway are a review of and completion of New Connections Good Practice Guide and presentation of CGI reporting on SPID Tradeability and Occupancy Performance.

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Active

Policies sub-group

David Morris

-

View

Active

Planned activities sub-group

Mary Porter-Chorley

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

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Active

RWG Drought sub-group

Matt Rix

To provide: central view to retailers of wholesalers’ drought statuses; clear and consistent application of drought restrictions to non-household customers; a NHH feed into wider National Drought Group activity such as UKWIR Drought Code of Practice review.

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Active

Settlement sub-group

Fallon Wilkinson

To agree a standard process for payments that fall outside of the usual settlement process (i.e. that fall into the ‘deadzone’), to enable customers, and retailers, to receive credits in a timely manner.

-

Active

Steering sub-group

Ray Porter (retailer chair)
Fallon Wilkinson (retailer vice-chair)

Mike Rathbone (wholesaler chair)

To oversee the governance and work outputs of the RWG.

View

Active

Tariff sub-group

James Lancaster

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

View

Active

Unplanned events sub-group

Mary Porter-Chorley

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

View

Active

Water Efficiency sub-group

Oli Shelley

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.

View

Active

Vacants sub-group

Kat Grimley

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

View

Inactive

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

Gerard Lyden

-

View

Inactive

Gap and vacant schemes sub-group

Paul Stelfox

-

View

Inactive

Disconnection for non-payment sub-group

Simon Bennett

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

View

Inactive

Bilateral forms sub-group

Patrick Hargreaves

-

View

Inactive

Meetings

Title Date Time Location Agenda Minutes Papers Slidepack
RWG subgroup - Complaints 09/02/2024 1:00 pm - 2:30 pm Microsoft Teams Download
RWG Planning and Update Meeting 08/02/2024 9:45 am - 5:15 pm etc.venues, Cou... Download
RWG subgroup - Drought 28/11/2023 2:00 pm - 3:00 pm Download
RWG subgroup - Complaints 24/11/2023 1:00 pm - 2:30 pm Microsoft Teams Download
RWG subgroup - Settlement 25/10/2023 2:00 pm - 3:00 pm Download
RWG subgroup - Complaints 29/09/2023 1:00 pm - 2:30 pm Microsoft Teams Download
RWG subgroup - Drought 22/08/2023 2:00 pm - 3:00 pm Download
RWG subgroup - Drought 25/07/2023 2:00 pm - 3:00 pm Download
RWG subgroup - Drought 27/06/2023 2:00 pm - 3:00 pm Download
RWG In-Person ‘Planning and Update’ Meeting 25/05/2023 10:30 am - 3:30 pm Convocation Hal...
RWG subgroup - Drought 23/05/2023 2:00 pm - 3:00 pm Download
RWG subgroup - Complaints 12/05/2023 1:00 pm - 2:30 pm Microsoft Teams Download
RWG subgroup - Drought 25/04/2023 2:00 pm - 3:00 pm Download
RWG Tariff webinar 20/04/2023 3:00 pm - 4:00 pm Microsoft Teams
RWG subgroup - Settlement 23/03/2023 11:00 am - 12:30 pm
RWG subgroup - Drought 28/02/2023 2:00 pm - 3:00 pm Download
RWG subgroup - Policies 15/02/2023 9:00 am - 10:30 am Download Download
RWG subgroup - Complaints 10/02/2023 1:00 pm - 2:30 pm Microsoft Teams Download
RWG subgroup - Policies 24/01/2023 Download Download
RWG supgroup - Access 23/01/2023 11:00 am - 12:30 pm Download
RWG subgroup - Tariff 19/01/2023 3:00 pm - 4:00 pm MS Teams Download
RWG subgroup - Tariff 08/12/2022 MS Teams Download
RWG subgroup - Complaints 11/11/2022 1:00 pm - 2:30 pm Microsoft Teams Download
RWG subgroup - Policies 03/11/2022 9:00 am - 11:00 am Download
RWG subgroup - Tariff 27/10/2022 MS Teams Download Download
RWG subgroup - Tariff 06/10/2022 MS Teams Download
RWG subgroup - Tariff 15/09/2022 MS Teams Download
RWG subgroup - Meter Reading Standards 12/09/2022 MS Teams
RWG subgroup - Complaints 12/08/2022 1:00 pm - 2:30 pm Microsoft Teams Download
RWG subgroup - Meter Reading Standards 08/07/2022 2:00 pm - 3:00 pm MS Teams
RWG subgroup - Tariff 12/05/2022 MS Teams Download Download
RWG subgroup - Tariff 21/04/2022 MS Teams Download
RWG subgroup - Tariff 31/03/2022 MS Teams
RWG subgroup - Policies 17/03/2022 Download
RWG subgroup - Tariff 10/03/2022 MS Teams
RWG subgroup - Complaints 04/03/2022 Download Download
RWG subgroup - Tariff 17/02/2022 MS Teams
RWG subgroup - Policies 09/02/2022 Download Download
RWG subgroup - Tariff 27/01/2022 MS Teams Download
RWG subgroup - Tariff 06/01/2022 MS Teams Download
RWG subgroup - Tariff 16/12/2021 MS Teams
RWG subgroup - Complaints 10/12/2021 1:00 pm - 2:30 pm Microsoft Teams Download
RWG subgroup - Tariff 04/11/2021 MS Teams Download
RWG subgroup - Tariff 14/10/2021
RWG subgroup - Tariff 23/09/2021 Download
RWG subgroup - Trade Effluent Tariff 20/09/2021
RWG subgroup - Complaints 03/09/2021 1:00 pm - 2:30 pm Microsoft Teams Download
RWG subgroup - Tariff 02/09/2021 Download Download Download Download
RWG subgroup - Trade Effluent Tariff 30/08/2021
RWG subgroup - Tariff 12/08/2021
RWG subgroup - Trade Effluent Tariff 09/08/2021
RWG subgroup - Tariff 22/07/2021
RWG subgroup - Policies 20/07/2021 Download Download
RWG subgroup - Trade Effluent Tariff 19/07/2021
RWG subgroup - Planned/Unplanned Events 13/07/2021
RWG subgroup - Tariff 01/07/2021
RWG subgroup - Trade Effluent Tariff 28/06/2021
RWG subgroup - Tariff 10/06/2021 Download
RWG subgroup - Complaints 27/05/2021 2:00 pm - 3:30 pm Microsoft Teams Download
RWG subgroup - Complaints 05/05/2021 Microsoft Teams Download Download
RWG subgroup - Complaints 28/04/2021 Microsoft Teams Download Download
RWG subgroup - Complaints 14/04/2021 Microsoft Teams Download
RWG Chairs and Sub-Chairs Meeting 29/03/2021 11:00 am Teleconference Download
RWG subgroup - Complaints 10/12/2020 Teleconference Download
RWG subgroup - Complaints 01/10/2020 Teleconference Download
RWG subgroup - Water Efficiency 25/09/2020 Teleconference Download
RWG subgroup - Complaints 24/06/2020 Teleconference Download
RWG subgroup - Water Efficiency 20/05/2020 11:00 am - 12:00 pm Teleconference Download
RWG subgroup - Complaints 22/04/2020 Teleconference Download
RWG Meeting 18/10/2019 9:00 am - 3:00 pm TBC United Util...
RWG Call 22/08/2019 9:00 am - 10:00 am
RWG subgroup- Policies 30/07/2019 Download
RWG Meeting 28/06/2019 9:00 am - 3:00 pm Queens Hotel, L...
RWG Call 01/05/2019 9:00 am - 10:00 am
RWG Meeting 22/02/2019 10:00 am - 4:00 pm Severn Trent Wa...
RWG Meeting 21/09/2018 9:00 am - 3:00 pm Southern Water,...
RWG meeting 19/07/2018 9:00 am - 10:30 am Conference Call
RWG meeting 21/06/2018 9:00 am - 10:30 am Conference Call
RWG meeting 17/05/2018 9:30 am - 3:00 pm TBC
RWG meeting 17/04/2018 9:00 am - 10:30 am Conference Call
RWG Good Practice Guides 31/03/2018 11:00 pm - 11:00 pm

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