Retailer engagement policies

Information about our policies for retailers can be viewed or downloaded below.

An aerial view of the Millbrook Water Treatment Works

RWG good practice guides

The Retailer Wholesale Group (RWG) has written Good Practice Guides for Return to Sewer Allowance, Leakage and Data Logging. If you'd like to see these, please visit the Market Operator Services Ltd (MOSL) website.

Visit the MOSL website

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A Southern Water engineer works inside the Broadstairs Wastewater Pumping Station

Retailer trade effluent

Trade effluent is any liquid waste (effluent) discharged into our sewers from a business or industrial process.

Find out about retailer trade effluent

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Water metering strategy

Here, you can read more about our smart meter plan for non-household (NHH) customers. This is critical for accurate billing, consumer behaviour insight and reducing leakage.

Find out more about metering strategy

A Southern Water engineer works inside a wastewater treatment works

Accredited Entities

The Water Industry Accredited Entity Scheme (WIRSAE) allows retailers operating in our area to undertake temporary disconnection/reconnection activities in line with the market codes and the requirements of the scheme.

Find out more about Accredited Entities

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About Us

Retailer engagement policies

RWG good practice guides

Meter Specifications 2025

Meter Accuracy Policy 2024

RWG Good Practice Alignment Table

Gap site incentive scheme

Guaranteed standards scheme

Leakage good practice guide

Case rejection scenarios

Site specific arrangement

Dealing with sensitive sites and other non-household customers

Non-return to sewer

Logger request application policy

Out of market settlement policy

Meter Reading Guidance 2024

RWG-Complaints

Non Household Assessed Water Charges

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Retailer trade effluent

Water metering strategy

Accredited Entities