In October 2024, MOSL issued its Annual Trading Party Survey. Below are common themes from the feedback we received and the actions we are taking to drive improvements.
Retailer Measure of Experience (R-MeX)
You said: There should be greater transparency around governance to ensure appropriate challenge. The R-MeX is too subjective. Retailers should follow the same guidelines when responding. The survey needs updating to reflect the introduction of new processes via the Bilaterals hub.
We did: In February, the R-MeX survey went live. For this survey, we removed a question that was no longer necessary due to the process being introduced in the Bilaterals Hub and have also amended a question to account for changes to wholesalers’ systems. This was communicated in February’s Market Focus.
On 27 February, Ofwat held a webinar looking at a revised questionnaire for R-MeX, the improved assurance process, and guidance on scoring consistency. The workshop attendees were broadly supportive of the governance process and the need for a score guide but gave suggestions on how the guide, and any supporting material, could be improved. MOSL will work with Ofwat to discuss any further improvements.
Market Improvement Fund (MIF)
There were several areas of feedback for the Market Improvement Fund. These were communicated in February’s Market Focus.
You said: The process for applying and receiving the funds needs to be simplified. MIF projects should link to Strategic Panel’s priorities, undue bias is placed on water efficiency initiatives. There should be greater transparency in the project outputs, e.g. clearer project descriptions, success metrics and post-project evaluations.
We did: We have updated the MIF Application Handbook to emphasise that projects which align to the Panel’s Roadmap to a Flourishing Market are encouraged. We have also engaged a third-party legal team to assist with the processing of documentation to better manage the process and the delivery of funds.
Audit
You said: The schedule and justifications of planned audits should be more clearly communicated along with the projected impact on trading parties’ time and resources.
We are doing: We have been working on a clear communication plan for the 2025/26 audits and will be updating the Compliance and Audit page on the MOSL website. We will provide regular quarterly audit updates in Market Focus and at User Forums (see February’s Market Focus.) We will also make use of the various industry forums to share audit findings with interested parties.
Axelle Saada, MOSL’s Market Assurance Manager, will be presenting this year’s audit schedule at the User Forum in April.
Settlement
You said: Settlement is too complex. Suggestions to improve the process included:
- The development of a self-service calculator for settlement to replace the unplanned settlement run process and address issues concerning “deadzone” payments
- The need to ensure retailers receive notifications when Unplanned Settlement Runs are completed
- The need for an effective post RF settlement processes covering a full six-year period
We are doing: As part of our 2025-28 Business Plan, we are working with trading parties to develop a new settlement strategy. We will also continue to support the RWG Settlement Group in its important work to reform and improve post RF settlement processes. A settlement ‘white paper’ is currently being drafted. We will also be running a consultation in May to inform the Settlement Strategy.
Market Performance Framework
You said: There should be earlier communications and clearer responses to trading party feedback to ensure all voices are listened to and the success criteria is clear.
We did: We have put in a number of steps to improve the process to consultations following feedback from consultation 3. This included an in-person feedback session and a line by line response document to consultation 4 feedback. This approach will be carried forward into consultation 5 with the in-person event planned for 24 April.
We continue to engage parties through Contract Manager updates, 121s, as well as via the programme groups.
As always, we value your feedback and the opportunity to continue to improve the services we provide to the market. If you have any questions about the actions and improvements we are making, please email
