Check out our FAQs below and the answers to some of our more frequently asked questions.
When I enter the Supply Point Identification Number (SPID), why doesn't the field auto-populate?
This may be because the SPID is not registered under Southern Water. Please check you have the correct Wholesaler. Or the SPID has not been registered onto our internal systems. Please complete our Retailer Portal issues form.
Should I set up my own email inbox or use the UI Inbox?
All emails sent by Southern Water will be sent to the email address registered on Schedule two documents.
Will I receive a notification about a form I've submitted?
Yes, you will receive notification within 24 working hours of Southern Water receiving your submitted form. This notification will let you know whether or not your request has been accepted, rejected or requires more information.
Will I receive a notification when there is an action on us?
We will send an email notification should any further action be required to complete a request i.e. accept a quote.
Will the notification come to our specified inbox or the UI one?
All emails will be sent to the email registered on the two Schedule documents.
What reference number should I quote on the form to identify the quote if I call or email you for assistance?
Please quote the case number. If you don't have the case number, please quote the form ID number.
Does the 'Submitted Forms Folder' hold all of the submitted forms made by a retailer or just those submitted by the individual logging in?
The submitted folder shows all requests submitted by that retailer.
Can I bulk submit requests? If so, how can I do this?
Currently Southern Water can only accept requests through the retailer portal.
I am a new retail entrant to the market, how do I on-board with Southern Water?