Wholesaler performance
Wholesaler performance is monitored via a number of Key Performance Indicators (KPIs) and Additional Metrics (AMs).
Additional information, including wholesaler performance against Additional Metrics are available to market participants on the My MOSL portal (login required).
The Performance Assurance Committee (PAC) monitors trends in the performance reported both publicly and to the market and where necessary, will approach wholesalers who are not performing as expected and as such, need to improve.
Overview of wholesaler KPIs
An overview of wholesaler KPIs is provided below. For a more detailed description of each KPI, please see the separate metrics page (link at top of page).
| Category | KPI | Description | More info | Video |
| Cyclic meter read | M19 | Cyclic meter reads performed within SLA (non-market meters) | Link | Link |
| Data & bilateral BR-MeX | M12 | Proportion of premises with verified supply address and premises data | - | - |
| M15 | Total and average days late for bilateral service request SLAs | - | - | |
| M18 | Proportion of bilateral SLAs completed in month on time | - | - |
Wholesaler cyclic meter read KPI
M19 – Meter reading of non-market meters
The percentage of non-market meters read on time within SLA. This metric is broken into eight separate SLAs:
Bi-annually (twice-yearly) read meters
M19BID - Biannual Internal
M19BIS - Biannual Internal Smart
M19BOD - Biannual External
M19BOS - Biannual External Smart
Monthly read meters
M19MID - Monthly Internal
M19MIS - Monthly Internal Smar
M19MOD - Monthly External
M19MOS - Monthly External Smart
A higher percentage against this metric means more meters are being read as per their SLA.
Why is it important?
Timely reading of non-market meters is essential for retailers to be able to accurately invoice their customers where a market and non-market meter exist in a premises.
Wholesaler data and bilateral KPIs (used for BR-MeX)
M12 - Premises with verified supply address and premises and data score
This KPI summarises the number of premises with verified supply address and premises data. A higher score indicates a higher number of premises within a wholesalers area that have a verified supply address, verified Unique Property Reference Number (UPRN) and verified Valuations Office Agency (VOA) reference.
Why is it important?
Accurate premises and supply address data allows a retailer to more easily compete meter readingactivities, manage occupancy effectively and provide accurate customer data.
M15 - Average lateness of bilateral SLA score
The average number of days late past bilateral service request SLAs that the wholesaler has completed the requests in the previous calendar month.
A lower score in this area is better; whilst the SLA was completed late, the wholesaler has fewer average days late. No score indicates that no SLAs have been completed late. Only MPF-affecting SLAs are counted in this metric.
M15 incentivises a wholesaler to complete service request SLAs in a timely manner - or minimise the extent to which they are delivered beyond the SLA.
Why is it important?
Timely completion of SLAs is important and where late, it is useful to understand how late the SLAs are.
M18 - Bilateral tasks completed in month completed on time score
The number of bilateral service request SLAs which are completed on-time within the reporting window; the previous calendar month. A higher score in this measure indicates a higher number of SLAs completed on time. A lower score indicates lower levels of on-time completion. Only MPF-affecting SLAs are counted in this metric.
Why is it important?
Timely completion of SLAs is important. The M18 KPI incentivises a wholesaler to work to complete bilateral service request SLAs in a timely manner.