RWG Best Practice
Good Practice Guideline
We follow best practice guidelines set by the Retailer Wholesaler Group (RWG) to ensure we are operating effectively in line with market codes
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Meter reading - Wholesaler responsibility
• Responsibility to ensure meter asset data items are up to date in CMOS, (e.g. MSN, location coordinates etc.)
• Responsibility to act upon meter related service requests received from Retailers in a timely way as set out in the Market Codes
• Where premarket opening long unread meters exist, Wholesalers have a responsibility to work with Retailers to resolve these issues
• Wholesalers should look to provide a meter reading guidance document to be provided to Retailers at the onboarding stage when initiating a wholesale supply contract. The purpose of this document is to give guidance to Retailers about ways in which they can obtain meter readings in their respective area (e.g. whether wireless readings can be collected and how, what equipment and training will be required to lift lids). As market guidance it’s recommended a Wholesaler provide such a document whether or not they offer an in-house meter reading service
• Wholesalers shall make it clear on their website whether they offer a meter reading service to NHH Retailers. It is advisable to publish terms and conditions on websites to improve transparency and ease procurement of services for Retailers
• Wholesalers who offer a meter reading service should notify RWG if there are any changes to the existing document published on MOSL’s website to support ease of procurement for Retailers
• Wholesalers who choose to offer meter reading services to Retailers should ensure the service they provide allows Retailer to perform to the standards set out in the Market Codes (e.g. minimum read frequency requirements)
• Wholesalers should ensure assets are kept in working order to allow readings to be taken. Where remedial works are required Wholesalers should ensure Market Code SLAs are adhered to
• Wholesalers to provide Non-Market Meter readings into CMOS
• Wholesalers are advised to follow best practice where an AMR has been added/changed or removed to ensure CMOS is updated within a reasonable timescale to inform Retailers.
RWG best practice
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Leak allowances - Wholesaler responsibility
• The Wholesaler owns all Mains pipework and Communication pipework
• The Wholesaler will accept both Customer and Retailer meter reads when considering an allowance request
• In most cases the Wholesaler will take ownership of all pipework up to the boundary of the Eligible Premises or the location of the external stop tap but this is not always the case
• Meter unions are part of the meter installation and any leaks on these will be the responsibility of the Wholesaler to repair unless there is evidence of wilful damage.
• If the Wholesaler becomes aware of a potential leak on a Customer’s private pipework they must make reasonable endeavours to inform the Customer
• A Leakage notice will be issued to the Customer under Section 75 of the Water Industry Act 1991. This will inform the Customer of the leak and their responsibility to undertake a repair within 14 days. If the leak is not repaired within this timeline, the Wholesaler reserves the right to carry out the repair using its statutory powers and recharge the Customer accordingly. Alternatively the supply may be turned off to prevent waste of water, damage or contamination in accordance with Section 75(9) of the Water Industry Act 1991. The Retailer will be notified when a Leakage notice is served on their Customer and will be kept informed during this process. A Retailer may offer additional services to help the customer meet the requirements of the Notice and charge for this
• If a customer provides evidence of mitigating circumstances why they cannot repair a leak within the required timescales, this should be considered both when pursuing the repair of the leak and when considering an allowance request
• The Wholesaler will consider a request for allowance, where a Customer has been proactive and repaired a leak prior to a Retailer reading. i.e. the leak had started and was repaired in between two meter reads
• The Wholesaler is obliged to grant an allowance following a first time meter installation, under the Wholesalers water licence (Condition I section 8.2).
• If a Customer cannot isolate their supply to undertake a leak repair i.e. they cannot locate their external stop tap, they should contact their Wholesaler and the Wholesaler will assist the Customer
• If requested by the Retailer, the Wholesaler will provide substantive historical information on allowances awarded to the Customer for the past 3 years.
RWG Best Practice
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Data logging - Wholesaler responsibility
• The Wholesaler will accept Data Logging requests direct via an application form published on its website. Requests via a market bilateral form will not be accepted. Third parties will not be asked to submit applications via a Retailer
• The Wholesaler will publish its Data Logging Application Form and Terms and Conditions (Policy) on its website together with an e-mail address for dealing with queries
• Wholesalers will update CMOS to notify Retailers when a logger has been fitted, provided they have been notified of this. The following flags will be used:
•D3015 - Wholesaler Data Logger
•D3016 - Non Wholesaler Data Logger
•D3030/3031 - Meter Out-reader
• Third Parties do not have access to CMOS therefore, Wholesalers will notify all applicants during the application process if a logger is already fitted to the meter, provided they are aware of this
• The Wholesaler is responsible for the water meter, including chamber, cover and meter unions, together with any automated meter reading devices (AMR) and advanced metering infrastructure (AMI). This excludes any devices fitted by Retailers for reading purposes
• The Wholesaler is not responsible for trade effluent meters, borehole meters and river abstraction meters. These meters do not require permission from the Wholesaler for logging purposes however any equipment attached should not prevent a visual read from being taken
• The Wholesaler will provide a substantive response to data logging requests within five (5) business days of a completed application and will not unreasonably withhold or delay consent to a proposed installation
• The Wholesaler may charge the Applicant to cover the costs of surveying the meter or installing a pulse unit and/or splitter. Costs will be published in the Wholesaler's Non- Primary Charges
• Where the installation of the splitter is carried out by the Wholesaler this will be completed within 22 business days from the request or quote being accepted
• Where a non-standard installation is required (e.g. an above ground housing; meter chamber enlargement; chamber modifications to create a cable conduit) a quote will be provided in accordance with the Wholesaler's Non- Primary Charges If the meter is located on private land the Wholesaler may approve a Third Party to modify the chamber, provided this meets their specification. An above ground housing may be recommended for chambers that are waterlogged or have heavy lids, as these can cause data transmission issues
• The Wholesaler may install data logging equipment for operational monitoring purposes. This can be either a permanent or temporary logger. Where a Wholesaler is unable to allow a data logger to be fitted due to the presence of an operational (leakage) logger they will either provide a splitter or make flow data available, in accordance with their Terms and Conditions (Policy)
• The Wholesaler reserves the right to disconnect data logging equipment, even if a splitter is fitted, where it is found to be interfering with the reading of meters or affecting the performance of Wholesaler ancillary equipment (e.g radio devices or operational loggers). The Wholesaler will provide evidence of the issue caused and will, where possible, try and resolve this with the owner/installer of the data logger. If the issue cannot be resolved the Wholesaler will provide 22 business days notification in advance of disconnection, where the owner of the equipment is known. In certain operational circumstances e.g a leaking meter it may not be possible to give advanced notice
• Where the Wholesaler identifies high / unusual consumption or leaks on an operational logger fitted to a customer meter, they will endeavour to notify Retailers and/or carry out other leakage investigation work
• The Wholesaler is responsible for the maintenance of its data logging equipment, ensuring that it is clearly labelled with a contact name and telephone number
RWG Best Practice
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