Holistic Retailer Tables

To find out more about the measures being used in these tables, click the 'Retailer Measures' link on the right.

Colours on these charts are assigned based on quartiles (green representing the highest
performing quartile; red representing the lowest).

The reporting periods for the information in the below tables are as follows: 

  • Reporting period for retailers - May 2022
  • MPS reporting Period - February 2022 to April 2022
  • CCW Reporting Period - December 2021
  • R-MeX reporting period - February 2022.

Retailers with more than 5000 SPIDs



Retailers with fewer than 5000 SPIDs


Self Supply and NAV Retailers


Retailer measures

MPS Score

This area summarises the retailer’s abilities to read meters within the prescribed timeframes. 100 per cent performance in this area would indicate that the retailer has read all meters according to their defined schedule.

Why is this important? Regular and timely reading of meters enables retailers to offer a more accurate bill rather than estimating water consumption.

Data Quality Score​

This area represents an element of the retailer/customer relationship. Retailers are expected to maintain accurate customer details to enable them to accurately address bills. 100 per cent performance in this area would indicate that the retailer has recorded a customer name against all its customers and not opted for the use of “the occupier”, “the customer” or left the name blank. 

Why is this important? High performance in this area provides assurance that elements of customer details will not be lost if the customer switches retailers. Even if the customer details are correct on the retailers own billing/CRM system, if they are not entered into the Central Market Operating System (CMOS), then the receiving retailer may not be able to provide a continuing level of service excellence.

Vacant with Cons Score​

This measure tracks vacant premises which are showing evidence of noticeable water usage. 100 per cent performance in this area would indicate that the retailer has identified all premises which receive water supplies for which a customer is not receiving a bill and resolved any anomalies. However, a retailer is unlikely to achieve 100 per cent in this area, as some vacant premises will require the periodic running of taps or similar water usage to the extent that the volume of water used might suggest occupancy.

Why is this important? Retailers will be able to save water by arranging the repair of leaks at the premises (if it is unoccupied) or be able to manage the occupant as an established customer before the levels of consumption generate a substantial bill.

LUM Score​

This measure tracks how many Long Unread Meters (LUMs) - meters that remain unread for more than 12 months - the trading party has in the market. 100 per cent performance in this area would indicate that the retailer has read all the meters for which it is responsible (excepting those that have not been read since the market opened – see LLUM) at least once in the last 12 months.

Why is this important? An inaccurate meter could result in a customer receiving an inaccurately estimated bill if the consumption calculations are reliant on estimated meter reads. If a retailer had no long unread meters, settlement at the final reconciliation run (RF) would be 100 per cent based on actual reads. This supports accurate settlement and accurate billing. If a read is missed, then previous reads would assist in a more accurate estimation of consumption and increases the likelihood that any estimate is more accurate compared to a meter with an aged read history.

Compaints to Retailer​​/CCW

This area of performance is only applicable for retailers with more than 5000 customers. This area represents the number of complaints received for every 10,000 meters managed by the retailer. High performance in this area (i.e. a score of 0) indicates that the retailer provides levels of service, including billing, that has resulted in no customer complaints. The quartiles for these areas are determined by CCW and more information can be found on the CCW website. The quartiles are influence by the scores achieved by Dwr Cymru and HafrenDyfrdwy. These retailers have fewer than 5000 customers and their performance in the other Additional Performance Indicators (APIs) is therefore not represented alongside the larger retailers.

“Complaints to Retailer” captures complaints made by the customer to the retailer. “Complaints to CCW” captures complaints which were escalated to CCW or were submitted by a customer directly to CCW without reference to the retailer.

Why is this important? The Market Performance Framework aims to drive positive customer outcomes. Low levels of complaints help to confirm that this aim is being achieved.

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