Information for Retailers
Coronavirus update - November 2020
As we are coming into the second period of national lockdown we would like to keep you informed of changes to our working patterns and services.
Our wholesale helpdesk team will continue as normal, working from the office, with full availability on webchat and the phonelines.
Those bilateral jobs that are currently in progress will continue to be progressed with best endeavours and only placed into deferral due to Covid where the customer confirms closure or asks us to ring back after the lockdown is lifted. Any businesses which we would expect to be open as normal but where we cannot contact the customer will follow the current ‘No Contact’ process.
In the cases where you know your customer’s business is closed, please do not raise any new bilateral jobs that would require a site visit, to avoid the deferral queue from backing up. If you manage to confirm that a business is closed but the customer has agreed for the work to carry on (on site) please make this really clear on the new bilaterals you raise.
Bilaterals such as allowances and complaints that don’t require site visits can continue to be submitted even if the business is closed.
We will then update you closer to the proposed end date, 3rd December, and in good time with any further changes or reversion to normal practices whichever is appropriate at the time.
Internal site visits
Unlike the last time we will be continuing to make internal visits, albeit under best endeavours. We will continue to contact customers with a view to getting appointments made but if the business is shut the deferral will continue until such time as they can gain access.
Vacancy Status Flags
There will be no return to the use of the vacancy flag according to a statement released from OFWAT and MOSL.
To manage the accounts for customers who have closed, we recommend retailers to get up to date meter readings into the market as soon as reasonably practicable to allow a proper reflection of reduced usage.
Access bilateral forms
Access to the Planned/Unplanned Portal
You can login to view live information about planned and unplanned interruptions. Please access the PUP using your
User ID and password provided by Hafren Dwfrdwy. If you do not have a User ID then please
contact your Retail Account Manager.
Document download for Retailers
We publish indicative wholesale charges for the coming year in October and these are finalised in January each year. We also notify retailers in advance when we are planning to make significant changes to the way we charge. You can read more about our charges here.
How to get in touch
Our operational and emergency contact number is: 0800 085 8033.
The Operational Service Centre is open 24 hours a day seven days a week.
You should use this number to report the following (not exhaustive)
- No water
- Low pressure
- Water leak/burst
- Taste & odour