The RWG's key objectives are to:
- Provide a forum for retailers and wholesalers to work together constructively
- Deliver change for the benefit of customers
- Identify, discuss and prioritise opportunities, issues and market frictions
- Drive consistency and standardisation where required through the development of good practice guidance
- Promote effective adoption and implementation of good practice
- Promote benefits and successes with customers and stakeholders
- Embrace and promote innovation across the market.
By creating specialist sub-groups with subject matter experts from various retailers and wholesalers, the RWG has produced several good practice guides covering a number of topic areas which you can find below. Some good practice guidance has subsequently been formalised into the market codes.
The RWG was created by Simon Brown and Simon Bennett in 2017 to reduce market frictions, foster trading party collaboration and to improve the overall customer experience in the non-household market. Our present chairs are Richard Stanbrook and Simon Bennett. RWG membership remains fluid and open to retailers and wholesalers.
Please see below for a full list of all RWG sub-groups.
Planned activites sub-group
Chair: Matthew Glover
- A planned activities good practice guide to encourage standardisation where possible
- Successful code amendment (CPW099: 'Clarify the responsibilities of trading parties during a planned event'), that clarifies the arrangements in the Operational Terms Part D (planned activities and affected services) between wholesalers and retailers in line with the good practice guide.
Customer service sub-group
Chair: Lissa Balmer
- A customer complaints good practice guide to encourage a consistent and collaborative market approach to handling customer complaints, reducing complexity for retailers and customers and ensuring the right routes are followed to achieve a positive customer outcome
- A memorandum of understanding for retailers and wholesalers to set out their respective responsibilities in resolving complaints that have a wholesaler-related component.
Chair: Paul Stelfox
Purpose: This sub-group oversees the overall governance and administration of the RWG and helps to set out its forward-looking workstream priorities. The sub-group is aiming to ensure that the future RWG governance structure maintains the culture and spirit of the RWG, seeks positive solutions and encourages trading party adherence to good practice guidance that has been produced.
Water Efficiency sub-group
Chair: Holly Corns
Purpose: The sub-group oversees the development and delivery of an industry led Water Efficiency Action Plan, which will deliver improved levels of water efficiency in the non-household market for the benefit of all water consumers and the environment.
- RWG Water Efficiency sub-group letter to Ofwat and Environment Agency addressing the challenges of advancing water efficiency goals in the market
- Water Efficiency Action plan of activities for key stakeholders to undertake to advance water efficiency goals in the market
- Joint Ofwat and Environment Agency letter reply to RWG Water Efficiency sub-group
- A Using Data Loggers with Wholesaler Meters good practice guide to encourage a consistent and collaborative market approach, reduce complexity for retailers, customers and third-party intermediaries. The document also provided guidance on how to connect to and access data from a wholesaler’s water meter
- A Leak Allowances good practice guide to encourage a consistent and collaborative market approach, reduce complexity for retailers and customers and provide guidance on ownership and responsibility for leaks
- A Return to Sewer allowances good practice guide to encourage a consistent and collaborative market approach, reduce complexity for retailers and customers and ensure that charges and allowances are correct and fair.
Bilateral forms sub-group
Chair: Patrick Hargreaves
Output: A Bilateral Forms good practice guide, including examples of information retailers should include with forms to minimise the risk of rejection.
Disconnection for non-payment sub-group
Chair: Simon Bennett
Output: A Disconnection for Non-Payment good practice guide to provide standardisation and guidance for retailers, wholesalers and accredited entities in carrying out temporary disconnections for non-payment for ‘normal usage sites’. The document is due for review in 2022.
This guide is dedicated to the late Andrew Bamber.
Retailer Measure of Experience (R-MeX) sub-group
Chair: Gerard Lyden
Outputs: A code-adopted methodology to measure retailers’ satisfaction with wholesalers through a regular, centrally administered survey. The first R-MeX survey was conducted by MOSL in October 2020. To find out more about the R-MeX survey results, please click here.
|RWG sub-group meeting - Complaints||10/12/2021|
|RWG sub-group meeting - Complaints||03/09/2021|
|RWG sub-group meeting - Complaints||27/05/2021|
|RWG sub-group meeting - Complaints||28/04/2021||Download|
|RWG sub-group meeting - Complaints||14/04/2021|
|RWG Chairs and Sub-Chairs Meeting||29/03/2021||Download|
|RWG sub-group meeting - Complaints||10/12/2020||Download|
|RWG sub-group meeting - Complaints||01/10/2020||Download|
|RWG sub-group meeting - Water Efficiency||25/09/2020||Download|
|RWG sub-group meeting - Complaints||24/06/2020||Download|
|RWG sub-group meeting - Water Efficiency||20/05/2020||Download|
|RWG sub-group meeting - Complaints||22/04/2020||Download|
The RWG has produced good practice guides across a variety of topic areas. Some of the good practice has subsequently been adopted into the market codes.
MOSL have long been a contributor to the RWG and support in secretariat services, communications and hosting the RWG webpage.
All topics relevant to the non-household market where we can improve the customer experience are on the table. If you feel that your potential topic is not covered by the existing sub groups then please contact both the main RWG chairs so it can be discussed at the Steering Group.
Most good practice guides include a summary table to indicate which elements of good practice the trading party has adopted.
Adherence to the guidance is voluntary but Ofwat expect trading parties to explain why on an annual basis. Also some guidance will after a specific time period follow an Approved Code of Practice (ACOP) route so therefore will become mandatory.
This is dependant on the topic, but the majority are reviewed by the relevant subgroup every one or two years.
All topics relevant to the NHH market where we can improve the customer experience are on the table. If you feel that your potential topic is not covered by the existing sub groups then please contact both the main RWG chairs so it can be discussed at the Steering Group.
All trading parties are automatically members unless they specifically request not to be involved. Please check with your Contract Manager.