Please find some of our more frequently asked questions below. 

  • We tailor both report and meeting frequency depending on the needs of the retailer and the number of SPIDS registered and /or service requests generated by that retailer

  • Where neccessary, we communicate directly with affected customers during an incident or unplanned event.  We notify each retailer of impacted customers in line within the 2 business day market SLA. This is then followed up with a further notification once the incident or event has being resolved and closed.

  • We do not currently use text blasts but may look to review that decision in the future.

  • We publish details of our wholesale charges in accordance with Ofwat tariff setting rules as summarised below:

    • Final charges published no later than 13 January in the year immediately preceding  the relevant charging period
    • Indicative charges published no later than 13 October
    • Notification of significant changes must be made to retailers no later than 13 October
  • Further information on the HVI can be found here

  • Retailers will receive a transaction ID if their query is submitted through the forms portal. 

    If the query is sent directly to our Wholesale Service Desk the retailer will receive an acknowledgement with their case management (JIRA) reference number. 

    If a retailer wants us to add further attachments or information to a case they must quote the transaction ID or the JIRA case reference number. 

  • We submit all responses to the e-mail address you have logged with us as your operational mail-box. To check which e-mail address we are using, or to change the e-mail address for notifications to be sent, please contact your Relationship Manager. 

  • The portal does not allow a form to be submitted if the mandatory fields are not completed, however where they are filled in incorrectly the form cannot get through the boundary as it checks the ‘completeness’ of data and that the correct data structures have been entered.

  • Retailers can submit a general query using Market Form F/01.

  • No, we notify the retailer of all updates to cases via their nominated email address.

  • If wholesale identify the need to complete proactive exchange work we update the retailer using the appropriate market process as well as submitting the relevant transactions to CMOS.

  • We provide updates and resolution by email to the retailers operational email address.

  • We are offering both vacant and gap site incentive payments from April 2020.

  • Please contact the Wholesale Service Desk on 0345 026 4189 in the first instance.

  • With effect from 4th January 2021 United Utilities Water are offering a meter reading service to retailers that operate within the United Utilities Water region. Click here for more information about the service.

  • Retailers operating in United Utilities area can appoint an accredited entity to undertake temporary disconnections for non-payment on meters. Full details can be found here 

  • Yes, further information can be found here.

  • Yes, we have produced a leaflet to make sure that business customers understand their responsibilities and what they can do to protect their business in the event of any water supply issues or service interruptions.