Important update:

There is a Temporary Use Ban, also known as a hosepipe ban, across our supply area.

Visit our Temporary Use Ban page for more information.

Policies best practice and guidance

RWG best practice

We are an active contributor of the Retailer Wholesaler Group (RWG) that works with stakeholders across the industry and produce market guidance documents. Further information on the RWG can be found on the MOSL site here. Please find details of our compliance position below:

RWG Good Practice Guide	NWL Alignment	Comments
Leakage Allowance	Fully aligned
Data Logging	Partially aligned	NWLs current meter replacement policy does not support the free issue of a new meter for meters that are not capable of having a logger fitted. NWL will only replace a meter when the meter performance is in question
Return to Sewer	Fully aligned
Disconnection Non-payment	Fully aligned
Planned Events	Fully aligned
Unplanned Events	Partially aligned	Currently our out of hours notification policy is via a text message and we would only make a phone call if an action is required of the Retailer. We do not believe that it is efficient or appropriate to always make a call if no action is required of the Retailer. We feel it is appropriate to exercise judgement based on the circumstances of each event
Gap Site Incentive	Not applicable	NWL do not currently offer a GAP Site incentive scheme
Vacant Incentive	Not applicable	NWL do not currently offer a vacancy incentive scheme. NWL has its own programme of vacancy management, utilising site visits and the formal vacancy challenge process in the market