Information for retailers

Retailer portal

Our retailer portal has been designed with all your retail needs in mind allowing you to effectively carry out a range of different processes for your customers without having to call or email us.

Screenshot of portal dashboard


Below is a list of our wholesale operational policies that apply for wholesale work we carry out for or affecting your non-household customers.

We frequently review our policies in line with the RWG good practice guides and have partially adopted them all, with the exception of the gap and vacancy incentive schemes. 

We aim to update our policies each year and will always ask for feedback from Retailers when making any changes. 

If you would like to discuss our policies or suggest any improvements, please contact our Wholesale Services Manager via 

RWG good practice guide

Adoption status

 Planned events


 Unplanned events


 Disconnection for non payment


 Return to sewer allowance


 Leak allowances


 Data logging


 Gap site and vacancy incentives

 Planned review in 2021/22 


If you have any queries on any of these documents please contact the wholesale service desk on 0330 123 1122.

Alternative arrangements

Please contact our wholesale finance manager at if you would like to discuss an alternative credit or payment arrangement.

Our meter reading services - retailers

Wessex Water Services Limited does not carry out meter reading services. For household customers the meters are presently read by Pelican Business Services. Should you wish to enquire about Pelican Business Services' meter reading services, please contact them directly on 0345 600 3 600 or visit their website

Our promise to retailers

View our promise to retailers

We are committed to delivering a high level of service to all retailers and their customers.

We aim to:

  • deliver excellent standards at all times
  • put things right as quickly as possible
  • compensate you and your customer if we fail to keep our promise
  • offer a range of cost reflective and innovative tariffs.

Our promise for retailers is underpinned with a 'no quibble' guarantee and compensation payments that are among the highest in the industry.

We recognise that some of your customers rely heavily on water services. For these customers we offer enhanced services.

Andy Pymer
Managing director

Andy Pymer - Managing Director

Contact us

Wholesale finance - billing or compensation enquiries

Telephone: 01225 528234


Write to: Wholesale Finance, Wessex Water, Claverton Down, Bath BA2 7WW

Wholesale service desk - operational enquiries

Telephone: 0330 123 1122 (Monday to Friday, 7.30am to 6pm)


Write to: Wholesale Service Desk, Wessex Water, Claverton Down, Bath BA2 7WW