Our retailer engagement commitment

Our Retailer Engagement Commitment document can be downloaded below.

Service level offering

After discussions with our retailers we’ve designed our account management levels to take into account the volume of Supply Point IDs (SPIDs) held and/or the value of the retailer account.

The current eligibility criteria for each account level is:

Account level SPID level held Value of account
Hamble Up to 1,500 Up to £150,000
Medway 1,501 to 50,000 £150,001 to £1,500,000
Adur 50,001+ £1,500,001+

Reporting metrics

The list below is a set of standard reporting metrics used by Southern Water in managing your account. If you have any other monthly reporting requirements, please contact your retailer relationship manager to discuss further.

  • Overall submitted bilateral form performance (historical/against market SLAs)
  • Cases received and closed
  • MPS/OPS metrics against submitted bilateral forms
  • OPS overview by market process
  • Cases rejected/aborted/cancelled
  • Breakdown of performance per market process
  • Complaints performance
  • TE performance
  • SPID volumes held
  • Revenue invoiced per settlement



Retailer Engagement Commitment

Our commitment to you

Incident Management

Service levels

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Terms of reference - retailer meetings


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Terms of reference - retailer meetings


Read now

Terms of reference - retailer meetings


Read now
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